Patient Services Manager

An exciting opportunity has arisen at Bersted Green Surgery for a Patient Services Manager. This is a varied role and you will be responsible for ensuring that patients receive efficient, professional, and high-quality care and administrative support while helping the practice run smoothly. The role acts as a bridge between patients and the wider team. As Patient Services Manager, you will lead, inspire, and support your own team, helping each individual perform at their best. Working as part of a strong management team, you will play a key role in promoting and achieving the surgery's goals and objectives.

Main duties of the job

• Manage the day-to-day workload of the patient services team, including care navigation and administrative services.
• Lead, supervise and support patient services staff, including recruitment, induction, training and performance management.
• Ensure the provision of a professional, courteous and efficient service to patients and visitors.
• Monitor appointment systems and patient access arrangements to maximise service availability and efficiency.
• Respond to and resolve patient queries, concerns and complaints in accordance with practice policies (supported by the Practice Manager).
• Support the implementation of practice procedures and policies, service improvements and NHS initiatives.
• Ensure compliance with information governance, confidentiality, data protection and safeguarding requirements.
• Develop and maintain effective administrative systems, online services, telephony processes and standard operating procedures.
• Monitor team performance and contribute to quality improvement activities.
• Produce audits, data and service information as required by the Practice Manager and Partners.
• Work collaboratively with the wider team, external organisations and other healthcare professionals to support the delivery of patient care.
• Manage and expand the PPG (Patient Participation Group).

About us

Bersted Green Surgery is a friendly and forward-thinking GP practice based on the outskirts of Bognor Regis. We operate from a modern, purpose-built premises and provide care for around 13,000 patients. You will be working as part of a close-knit team that includes receptionists, administrators, nurses, paramedics, pharmacists, GPs and management. We value teamwork, respect and high-quality care, and we are committed to supporting our staff with ongoing development.

Job responsibilities

The Patient Services Manager is responsible for overseeing the daily operation of patient services/reception services, ensuring patients receive a professional, efficient and compassionate service. The patient services manager leads and supports the patient services team, manages patient access and appointment systems, handles complex enquiries and complaints, and works closely with clinical and management team to improve patient experience and service delivery. Key responsibilities include supervising and developing patient services staff, maintaining high standards of customer service, ensuring compliance with practice policies and NHS requirements, monitoring performance, and supporting the implementation of service improvements. The role requires strong leadership, communication, organisational and problem-solving skills, with a commitment to delivering high-quality, patient-centred care.

Person Specification

Qualifications

• Educated to GCSE level or equivalent.
• Management Training or Qualification.

Experience

• Experience of managing administrative or patient-facing teams.
• Excellent communication and interpersonal skills.
• Strong organisational and time-management abilities.
• Experience of dealing with patient enquiries and complaints.
• Ability to manage competing priorities and work under pressure.
• Good IT skills, including Microsoft Office applications.
• Understanding of confidentiality and data protection principles.
• Previous experience working within General Practice, Primary Care or the NHS.
• Knowledge of GP clinical system SystmOne.
• Understanding of NHS primary care services and patient access requirements.
• Experience of service improvement and staff development.

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.