Patient Services Manager

Job Purpose - Lead and manage the Patient Services team to deliver a high-quality, efficient and responsive service across all patient access channels. - Coordinate day-to-day operational activity, including team performance, recruitment, induction, training, development, retention and quality improvement. - Champion excellent patient care and experience, minimising complaints and promoting continuous improvement. - Play a key role in the senior management team, with lead responsibility for areas including staff wellbeing, facilities management and health and safety. Duties and responsibilitiesPatient Services Leadership - Lead the Patient Services team to provide a kind, respectful and efficient service to patients across telephone, online, email and face-to-face access. -Be visible and accessible to support staff in real time, lead by example in the day-to-day running of the service, and maintain a strong focus on patient safety, safeguarding and infection control. - Monitor patient demand, manage rotas and staffing capacity, and lead regular team meetings to review performance, priorities and areas for improvement. - Manage complaints, challenging situations and patient behaviour in line with policy, escalating formal or unresolved matters appropriately and identifying learning to reduce recurrence. - Develop and improve patient engagement processes, including supporting an effective Patient Participation Group and using feedback from a variety of sources to inform service improvements. - Work with the Practice Business Manager to agree priorities, improve quality, consistency and efficiency, and support service change where needed. Staff Management and Development - Lead, manage and motivate the Patient Services team, fostering a positive team culture, effective communication and strong working relationships. - Manage recruitment, induction and retention, and support workforce development including apprenticeships, competency frameworks and training programmes. - Ensure staff complete mandatory training and receive regular supervision, probation reviews, appraisals and development support. - Manage attendance, performance and conduct, maintain accurate HR records, and support formal processes with the Practice Business Manager where required. Operational Support - Lead communication between the Patient Services team and the wider practice, representing team views and supporting effective cross-team working. - Take a hands-on approach to day-to-day operations, supporting reception workflows, responding to operational pressures and providing practical front-desk cover where needed to maintain a safe and effective service. - Support premises and facilities management, including logging and monitoring repairs, maintaining a clean reception and waiting area, ordering non-clinical supplies and overseeing day-to-day card payment transactions. - Lead on health and safety, identifying risks and supporting risk management in conjunction with the Practice Business Manager. - Support preparation of monthly payroll and other operational management tasks as required. Governance and Wider Practice Support - Deputise for senior operational roles in their absence as required. - Support delivery of contractual requirements, enhanced services, QOF and CQC compliance, with particular responsibility for patient involvement and health and safety. - Contribute to induction of staff, students and trainees, support learning events and incident reporting, and communicate relevant learning to the team. - Promote the practice as a learning organisation and support staff wellbeing initiatives, team development and recognition activities. General Responsibilities - Maintain confidentiality at all times in relation to patients, staff and the business of the practice, in line with practice policies and data protection requirements. - Work in accordance with health and safety, equality and diversity, communication, quality improvement and professional development requirements. - Apply practice policies, standards and guidance, participate in audits where appropriate, and contribute to service implementation and continuous improvement. - This job description is not exhaustive and duties may vary in line with practice needs and the ongoing development of the role.