Patient Services Managers

NHS; Bognor Regis; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading healthcare provider in Bognor Regis is seeking motivated Patient Services Managers to effectively manage healthcare teams and oversee patient engagement. Responsibilities include leading the administration and reception teams, managing complaints, and ensuring training compliance. Ideal candidates should have experience in healthcare, excellent communication skills, and the ability to work both autonomously and as part of a team. This role offers a chance to make a significant impact on patient services and contribute to overall service delivery.

Qualifications

• Experience working with the general public.
• Experience in administrative and/or reception duties.
• Experience in a healthcare setting.
• Experience leading/managing a team.

Responsibilities

• Oversee administration teams or patient care coordinators.
• Line manage team members, supporting development.
• Complete staff appraisals and identify training needs.
• Manage patient complaints and provide feedback.

Skills

Excellent communication skills (written and oral)

Competent in Microsoft Office

Effective time management

Problem solving and analytical skills

Teamwork and autonomous working

Education

GCSE English (C or above) and at least three others

A-level/equivalent or higher, with relevant experience

Job description

We are looking for 2 highly motivated,professional individuals to be responsible for the efficient management anddirection of the Patient Services Team, ensuring all administrative/receptionduties are performed effectively and to the required standard, meeting theobjectives of the practice.

Interviews are planned for AM on 2nd, 3rd or 4th February 2026.

Main duties of the job

You will work closely together but onerole will have a focus on the Administration teams, while the other role willfocus on the Patient Care Co-ordinators (reception) team.

ThePatient Services Managers will also be responsible for management and oversightof Patient Engagement including managing the complaints process from patientliaison to ensuring that learning is fed back to the relevant teams, andmonitoring complaint trends to feedback to the senior practice managers.

Youwill also support the management team in promoting ED&I, SHEF, quality andcontinuous improvement, confidentiality, collaborative working, servicedelivery, learning and development and carry out other duties as directed bythe senior management team.

If you have what it takes for thesechallenging roles and would enjoy the rewards they can bring, we would love tohear from you.

About us

Flansham Park Health Centre is atraining Practice with 4 dedicated GP Partners and 4 Salaried GP's and 2Retained GPs, supported by a team of highly professional clinical andnon-clinical staff to provide the highest possible standard of care to over13,200 patients.

Applicants who are patients of Flansham Park Health Centre:

Flansham Park HealthCentreconsiders that employing staff who are patientsof the practice has significant disadvantages both to the patient and to thepractice. Please note therefore that ifyour application is successful, you will be required to register elsewhere.

Pleasenote that should this vacancy attract sufficient interest it may be necessaryto close the vacancy at an earlier date. We therefore suggest that you apply atan early stage to avoid disappointment.

Job responsibilities

ThePatient Services Manager(s) is/are responsible for:

• Overseeing the practicesadministration teams or patient care coordinator (reception) teams, ensuring staff achieve their primary responsibilities.
• Line managing all administrationteam or patient care coordinator (reception) team members, supporting staff development, providing guidance and direction,ensuring staff are up to date with mandatory training.
• Completing staffappraisals for members of the administration teams or patient care coordinator (reception) team.
• Identifying anddelivering team training where required and appropriate.
• Compiling staff rotasfor members of the administration teams or patient care coordinator (reception) team.
• Completing back towork interviews
• Coordinating theprovision of administration team or patient care coordinator (reception) team staff ensuring sufficient cover is providedfor periods of leave and other staff absences.
• Ensuring all newstaff have a specific and tailored induction plan to meet individual andpractice requirements.
• Undertake recruitmentof administration staff or patient care coordinator (reception) team.
• Ensure processes andprocedures for the administration teams are CQC compliant, and ensure suitableaudit to ensure compliance.
• Be the first line indealing with patient complaints, escalating them to other relevant linemanagers, senior managers and/or Partners as appropriate.
• Maintain a registerof complaints, ensure feedback is made to relevant teams and provide feedbackto senior practice management regarding complaint trends.
• Processing overtimeand signing off monthly.
• Maintain and monitorpatient communication systems, i.e. website, social media, newsletters.
• Management of patientfeedback through processes such as Friends and Family, and practice specific,questionnaires.

Inaddition to the primary responsibilities, the Patient Services Manager(s) maybe requested to:

• Co-ordinate andproduce meeting/lunch & learn agendas and record the minutes of meetings,upload to TeamNet. Ensure all staff haveread, acknowledged and understood the minutes.
• Champion continuousimprovement, encouraging staff to participate and make suggestions.

Person Specification

Experience

• Experience of working with the general public
• Experience of administrative and/or reception duties
• Experience of working in a healthcare setting
• Experience of leading/managing a team
• Experience of providing appraisal writing and staff development
• Experience of developing policies and procedures
• Experience of audit process
• Experience of dealing with patient feedback using Friends and Family systems (or similar)

Knowledge and Skills

• Excellent communication skills (written and oral)
• Clear, polite telephone manner
• Competent in the use of Microsoft Office suite of applications
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure

Other

• Polite and confident
• Flexible and cooperative
• Motivated
• Initiative and judgement (knowing when to ask for help)
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• Flexibility to work outside of core office hours
• Maintain confidentiality at all times

Qualifications

• GCSE English (C or above) and at least three others
• Educated to A-level/equivalent or higher, with relevant experience

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.