Patient Services (Reception) Manager

NHS; Wrexham; On-site; GBP 28,000 - 32,000; Full time

Job summary

Join a forward-thinking healthcare practice as a Patient Services Manager, where you'll lead a dedicated team in providing exceptional patient care. In this vital role, you'll manage non-clinical processes, oversee patient communications, and ensure efficient appointment systems. With a commitment to personal development and a supportive team environment, this position offers a competitive salary and benefits, including NHS pension and on-site parking. If you're a proactive problem-solver with a passion for patient services, this opportunity is perfect for you.

Benefits

NHS Pension

On-site Parking

Supportive Team Environment

Qualifications

• Minimum 2 years in a reception or management role in healthcare or customer service.
• Strong organisational and multitasking skills are essential.

Responsibilities

• Manage patient appointment and triage booking systems effectively.
• Lead and develop the Patient Services Team, ensuring high standards.

Skills

Team Management

Interpersonal Skills

Organisational Skills

Problem Solving

Communication Skills

IT Skills

Education

GCSE grade A to C in English and Maths

Tools

Accurx

Clinical Systems

Job description

We are looking for a Patient Services Manager to join our team. This is a new role which has become necessary due to increases in demand on our services and patient numbers.

You would be responsible for all non-clinical patient-facing processes. We are seeking someone to oversee the Patient Services (Reception) Team, acting as the first point of contact for patient queries and on-the-spot complaints.

About You:

• Experience managing teams in a healthcare or customer service environment
• Excellent interpersonal and communication skills
• Strong organisational and IT skills, with experience using clinical systems (desirable)
• Ability to handle sensitive information with discretion
• A proactive problem-solver, able to work calmly under pressure
• Experience dealing with medication requests (desirable)
• Committed to personal development and supporting team growth

Main duties of the job

• Manage the patient appointment and triage booking systems
• Handle patient registrations, amendments, and deductions
• Act as first point of contact for patient complaints
• Lead, manage, and develop the Patient Services Team, including inductions, rotas, HR record-keeping, and performance management
• Oversee patient communication channels, including Accurx, telephone systems, and reception services
• Identify improvements and support within the team
• Ensure IT systems and practice processes run efficiently
• Liaise with external agencies regarding building and operational issues
• Promote confidentiality, equality, and health & safety standards

About us

We are a friendly, forward-thinking practice in Rhosllanerchrugog, near Wrexham, Oswestry, and Chester. We are an inclusive employer committed to excellent patient care. Our team includes GP Partners, salaried GPs, nurses, HCA & Phlebotomist, Deputy Practice Manager, and reception/admin staff. Our location in a shared Health Board building facilitates excellent communication with other health services.

Benefits include NHS pension, on-site parking, a competitive salary, and a supportive team environment.

Job responsibilities

• Manage appointment system, monitor availability, and ensure proper booking
• Maintain the appointment system and perform ad hoc changes
• Handle patient complaints per Practice procedures
• Manage patient registrations and updates, ensuring accurate records
• Address internal and external queries regarding registrations
• Monitor team workflow and ensure timely task completion
• Manage contacts via Accurx in line with policy
• Manage medication requests efficiently

Staff Management

• Provide leadership for the Patient Services Team
• Conduct inductions, performance management, and training
• Ensure adherence to practice policies
• Maintain HR records and staff rotas
• Coordinate with Practice Manager on staffing and organization
• Liaise with primary healthcare team and external agencies

Additional responsibilities

• Understand clinical system aspects related to appointments and registrations
• Maintain knowledge of all practice software and hardware
• Understand security systems, including alarms and CCTV
• Perform fire warden duties
• Coordinate with BCU Estates on building issues
• Ensure communication systems operate smoothly
• Produce and maintain procedures manual
• Manage paperwork, including mail handling

Person Specification

Qualifications

• GCSE grade A to C in English and Maths

Experience

• Minimum 2 years in a reception or management role in healthcare or customer service
• HR experience
• Care and compassion
• Strong organisational and multitasking skills
• Experience in a GP practice
• Team management experience
• Prescription management experience
• Welsh language skills (desirable)

Disclosure and Barring Service Check

This post requires a DBS check due to the Rehabilitation of Offenders Act (Exceptions Order) 1975.

Salary ranges from £28,000 to £32,000 FTE, depending on experience.