Patient Service’s Manager

Overview

In this role, you will lead the reception team to ensure smooth operational delivery of patient services across two sites. You will work closely with senior management and clinicians to maintain a welcoming, efficient front desk and accurate records. You’ll handle escalations, promote digital services, and support continuous service improvements. This is an opportunity to contribute to high-quality primary care and patient-centred service in a collaborative, forward-thinking practice.

Responsibilities

• Lead and support the reception team for day-to-day operations
• Organise staff rotas and manage leave/absences
• Conduct team meetings and performance reviews; identify development needs
• Mentor staff and foster a positive professional environment
• Oversee appointment bookings, calls, and patient enquiries for accessibility
• Escalate complex patient queries and liaise with clinical staff
• Promote digital services (online bookings, prescriptions, patient portals)
• Handle patient complaints per NHS/practice policies and investigate issues
• Maintain complaint logs and support service improvements based on trends
• Oversee health and safety policies, audits, and staff training
• Coordinate health and safety inspections/audits and first aid procedures
• Monitor workflows and improve documentation related to complaints, incidents, and safety
• Provide regular performance reports to management on key metrics
• Ensure compliance with CQC and regulatory requirements
• Contribute to quality improvement and practice development projects
• Stay informed on NHS policies and innovations in patient services

Key requirements

• Excellent written skills
• Excellent communication skills
• Experience in managing staff
• Understanding of confidentiality and GDPR
• Ability to work independently and as part of a team

• Excellent communication
• leadership and mentoring
• calm under pressure
• GDPR/data protection awareness
• experience with health and safety protocols
• experience with complaint handling systems (e.g., logs)

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