Patient Services and Operations Manager

About Us We are a well-established, patient-focused GP practice serving approximately 19,500 patients in North Devon. We are committed to delivering high-quality, accessible primary care services and creating a positive experience for both patients and staff. We are seeking an experienced and proactive Patient Services & Operations Manager to lead our patient-facing services and reception team, ensuring the delivery of efficient, compassionate and responsive services. As a key member of the senior management team, you will oversee the day-to-day operation of patient services, manage a large front-line team and drive improvements in patient access, service delivery and workforce performance. Job Purpose The Patient Services & Operations Manager is responsible for the operational leadership of all patient-facing administrative services, including reception, care navigation and patient services functions. The postholder will ensure the smooth day-to-day running of services, lead and develop staff, promote excellent patient experience and support the achievement of practice objectives through effective operational management. The role requires a proactive and solution-focused leader who can resolve operational issues independently, drive continuous improvement and foster a high-performing team culture. Key Responsibilities Leadership & Team Management Lead, manage and develop the reception team. Promote a positive, inclusive and patient-centred culture. Provide day-to-day leadership and support to reception and patient services staff. Conduct appraisals, supervision meetings and performance reviews. Manage attendance, annual leave, sickness absence and staff wellbeing. Address performance concerns in line with practice policies and procedures. Identify training and development needs within the team. Support succession planning and talent development. Operational Management Oversee the day-to-day operation of reception and patient services functions. Ensure effective management of appointment systems, patient access and telephony services. Monitor demand and capacity within patient services and recommend improvements. Lead operational planning and service delivery initiatives. Resolve operational issues and service disruptions promptly and effectively. Ensure appropriate staffing levels and rota management. Support implementation of new systems, processes and service improvements. Act as the operational lead for front-line administrative services. Patient Access & Experience Lead initiatives to improve patient access and patient experience. Ensure patients receive a professional, efficient and compassionate service. Monitor patient feedback and identify opportunities for improvement. Manage first-stage complaints and service recovery processes. Support the implementation of reasonable adjustments and accessibility requirements. Promote equality, diversity and inclusion within service delivery. Workforce & HR Responsibilities Support recruitment, onboarding and induction of patient services staff. Manage employee relations matters within the patient services team. Conduct return-to-work interviews and attendance reviews. Support workforce planning within patient-facing services. Promote staff engagement, wellbeing and retention. Service Improvement Review and improve administrative workflows and operational processes. Support implementation of digital transformation initiatives. Use data and performance indicators to identify improvement opportunities. Contribute to practice objectives and operational planning. Work collaboratively with the Practice Manager, Governance & Compliance Lead and Finance Lead to support delivery of organisational goals. Professional Responsibilities Maintain confidentiality and comply with GDPR and Information Governance requirements. Adhere to practice policies and procedures. Undertake training and professional development as required. Participate in management meetings and contribute to strategic discussions. Person Specification Essential Significant management experience within a customer-facing or operational environment. Experience managing large teams. Strong leadership and people management skills. Experience of recruitment, induction, appraisal and performance management. Excellent organisational and communication skills. Ability to manage competing priorities and work under pressure. Strong problem-solving and decision-making skills. Commitment to high standards of patient care and customer service. Ability to build effective relationships with staff and stakeholders. Desirable Experience within primary care, healthcare or NHS settings. Understanding of GP practice operations and patient access requirements. Knowledge of employment law and HR best practice. Experience of managing complaints and patient feedback. Familiarity with EMIS, SystmOne or similar clinical systems. Leadership or management qualification.

Reporting Relationships Reports to

Practice Manager Direct Reports

Receptionists, Care Navigators and Patient

Services Team Works Closely With

Governance & Compliance Lead, Finance Lead, Practice Business Support Officer, Clinical Leads and GP Partners