Job summary This role will be job share with a colleague working opposite hours of the week. The role will be directly line manage the Patient Services Team Leaders, Rota Co-ordinators and the members of the patient services team focusing on quality and improving the patient experience. The role will include recruitment, supervision, performance management and ensuring that all members of the team provide the best patient experience. The role will also include dealing with complaints from patients including logging, assigning and reporting on them. Collating patient feedback and compliments, sharing best practice across teams. The role also involves working closely with the GP Registrars including planning their induction and ensuring appointments are on SystmOne. Working Pattern: Wednesday 12:30 16:30 (4 hours) Thursday 07:45 -11:45 (4 hours) Friday 07:45 16:30 (8 hours) Main duties of the job We are looking for a people person, who can think creatively to suggest new ideas, is able to work with peers across all departments and is able to make difficult decisions at times. The candidate will have a real can do attitude and will know how to analyse and interrogate data to suggest service improvements. The candidate will be flexible and be empathetic and know how to communicate with patients when they have concerns. The candidate will need to be leader who can take the team through change and have a positive attitude. About us We are a large rural GP practice based in the East Riding of Yorkshire. We look after around 34,000 patients and work from 7 different sites, you must also be willing to travel between sites as necessary. As a single-practice Primary Care Network, we have a wonderful opportunity to transform care for our patients, we are passionate about good patient care and about being the kind of place that people want to work. We believe that by having a great team, working together towards shared goals, the future for general practice and our patients can be a bright one. We are a team of around 200, including 28 GPs, an extensive multi-disciplinary team of healthcare professionals and a great Patient Services Team. Our size offers us the best of both worlds big enough for personal development, plenty of support and career progression but small enough to still feel like a close-knit team. Holderness Health is a member of the NHS pension scheme, which is a generous defined benefit pension scheme which means you get a guaranteed level of benefit payable at retirement and life insurance. We also offer Enhanced: Annual leave entitlement - 25 days bank holidays Maternity/Adoption pay Occupational Sick Pay Pro-rata Birthday Leave time off following qualifying period Date posted 11 April 2025 Pay scheme Other Salary £15.07 to £16.43 an hour Contract Permanent Working pattern Part-time Reference number A1637-PSTMgr-Apr2025 Job locations Church View Surgery 5 Market Hill House Hedon HU12 8JE St Nicholas Surgery Queen Street Hull HU19 2PZ Hedon Group Practice 4 Market Hill Hedon Hull HU12 8JD St Patrick's Surgery St Patrick's Green Patrington, Hull HU12 0PH Hedon Group Practice Chapel Lane Keyingham Hull HU12 9RA Hodgson Lane Surgery Hodgson Lane Roos Hull HU12 0LF Holderness Health 1501 Hedon Road Hull HU9 5NX Job description Job responsibilities Role Purpose: In close collaboration with the Operations Manager, to ensure the smooth day to day running of all practice sites To manage the delivery of an efficient HH-wide reception service As part of the Management Team, to provide effective operational management and contribute towards all aspects of service and practice development To ensure that reception staff based at different sites are organised to provide cover for one another and to work effectively as one team Leadership: As part of the Management Team, take responsibility for the delivery of excellent patient-focused services, setting out clear plans and goals Represent Holderness Health consistently and professionally, developing a network of contacts with other health organisations and attending meetings to represent the practice as required Contribute to the development of projects as required by the business needs of the practice Duty & Operational Management To act as duty manager for all sites on a rotational basis alongside the Operations Manager to respond to issues which arise on a day to day basis and require management-level support, action or decision-making To provide cover for the Patient Services Manager during holidays and other absence, ensuring that day to day practice operations continue to run smoothly Patient Services & Engagement To design and implement effective systems for delivering high quality reception and call-handling services Ensure that data protection and good information governance processes are maintained within the reception team Regularly interact with patients on all sites to understand current issues and ensure that our services remain focused on patient needs and experience Lead on patient engagement and consultation activities including the establishment and running of the new HH Patient Participation Group Ensure that the practice complies with contractual requirements in relation to patient engagement Monitor patient satisfaction and take action in response to feedback Managing People Provide line management for the reception team including one to ones, appraisals, performance management, management of sickness absence, authorising leave etc. Identify and address reception staff training needs Conduct site-specific inductions for all new staff Plan and manage reception team meetings, ensure minutes are kept and circulated and that follow-up actions are completed Ensure all reception team members are aware of and comply with HH policies and procedures In collaboration with the HR team, undertake recruitment for vacancies within the reception team Rota Management & Appointment Planning To oversee the planning and implementation of staff rotas including GP rotas To ensure the effective usage and management of the patient appointment book Complaints Record, manage and report on complaints Act as the practice complaints lead, responding promptly to all complaints, investigating appropriately, taking remedial action as required and escalating where appropriate Policies & Procedures Write, review and update operational policies, procedures and guidelines relating to the reception function and day to day running of the practice Assist in the development and maintenance and, when required, implementation of an effective business continuity/disaster recovery plan Communication: Clearly communicate the organisations goals and values internally and externally Provide regular information and updates to staff on operational and patient-related issues e.g. via website updates, newsletter etc. Financial & Business Information: Manage budgets within own area of responsibility Collect, collate and report on a range of operational data and key performance indicators Quality & Good Practice Maintain knowledge of CQC inspection regime and Key Lines of Enquiry Ensure team compliance with required standards, highlighting areas for improvement and making changes where appropriate Ensure that your team, including new team members, understand and adhere to data quality guidelines Ensure that Holderness Health complies with all legal, regulatory and contractual requirements in relation to operational services Keep up to date with good practice and innovation within general practice and the wider healthcare environment, applying learning within Holderness Health Reporting: Prepare reports and collate information for meetings as required Gather and collate required information for statutory, regulatory or contractual reporting/monitoring as required This job description is intended to provide an outline of the key tasks and responsibilities only. There may be other duties required of the post-holder commensurate with the position. This description will be open to regular review and may be amended to take into account development within the Practice. All members of staff should be prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of the Practice. This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive. It will be subject to regular review and amendment as necessary in consultation with the post holder. Job description Job responsibilities Role Purpose: In close collaboration with the Operations Manager, to ensure the smooth day to day running of all practice sites To manage the delivery of an efficient HH-wide reception service As part of the Management Team, to provide effective operational management and contribute towards all aspects of service and practice development To ensure that reception staff based at different sites are organised to provide cover for one another and to work effectively as one team Leadership: As part of the Management Team, take responsibility for the delivery of excellent patient-focused services, setting out clear plans and goals Represent Holderness Health consistently and professionally, developing a network of contacts with other health organisations and attending meetings to represent the practice as required Contribute to the development of projects as required by the business needs of the practice Duty & Operational Management To act as duty manager for all sites on a rotational basis alongside the Operations Manager to respond to issues which arise on a day to day basis and require management-level support, action or decision-making To provide cover for the Patient Services Manager during holidays and other absence, ensuring that day to day practice operations continue to run smoothly Patient Services & Engagement To design and implement effective systems for delivering high quality reception and call-handling services Ensure that data protection and good information governance processes are maintained within the reception team Regularly interact with patients on all sites to understand current issues and ensure that our services remain focused on patient needs and experience Lead on patient engagement and consultation activities including the establishment and running of the new HH Patient Participation Group Ensure that the practice complies with contractual requirements in relation to patient engagement Monitor patient satisfaction and take action in response to feedback Managing People Provide line management for the reception team including one to ones, appraisals, performance management, management of sickness absence, authorising leave etc. Identify and address reception staff training needs Conduct site-specific inductions for all new staff Plan and manage reception team meetings, ensure minutes are kept and circulated and that follow-up actions are completed Ensure all reception team members are aware of and comply with HH policies and procedures In collaboration with the HR team, undertake recruitment for vacancies within the reception team Rota Management & Appointment Planning To oversee the planning and implementation of staff rotas including GP rotas To ensure the effective usage and management of the patient appointment book Complaints Record, manage and report on complaints Act as the practice complaints lead, responding promptly to all complaints, investigating appropriately, taking remedial action as required and escalating where appropriate Policies & Procedures Write, review and update operational policies, procedures and guidelines relating to the reception function and day to day running of the practice Assist in the development and maintenance and, when required, implementation of an effective business continuity/disaster recovery plan Communication: Clearly communicate the organisations goals and values internally and externally Provide regular information and updates to staff on operational and patient-related issues e.g. via website updates, newsletter etc. Financial & Business Information: Manage budgets within own area of responsibility Collect, collate and report on a range of operational data and key performance indicators Quality & Good Practice Maintain knowledge of CQC inspection regime and Key Lines of Enquiry Ensure team compliance with required standards, highlighting areas for improvement and making changes where appropriate Ensure that your team, including new team members, understand and adhere to data quality guidelines Ensure that Holderness Health complies with all legal, regulatory and contractual requirements in relation to operational services Keep up to date with good practice and innovation within general practice and the wider healthcare environment, applying learning within Holderness Health Reporting: Prepare reports and collate information for meetings as required Gather and collate required information for statutory, regulatory or contractual reporting/monitoring as required This job description is intended to provide an outline of the key tasks and responsibilities only. There may be other duties required of the post-holder commensurate with the position. This description will be open to regular review and may be amended to take into account development within the Practice. All members of staff should be prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of the Practice. This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive. It will be subject to regular review and amendment as necessary in consultation with the post holder. Person Specification Experience Essential Experience of supervising staff Experience of managing change Experience of working in a busy and demanding environment Experience of delivering high quality customer or patient care Experience of general administration processes Knowledge of the principles of confidentiality Desirable Previous management role Previously worked in general practice / NHS environment Experience of using a clinical system ie SystmOne Qualifications Essential Good standard of general education (NVQ Level 2 or equivalent GCSE English Language C/5 or above. Desirable NVQ Level 3 or equivalent Management Degree Additional Criteria Essential Computer literate Excellent communication skills, written and verbal Able to manage own workload Able to work in a shared job role Able to build and sustain relationships at all levels Empathy towards patients A can do attitude Flexibility to work across sites Desirable An understanding and knowledge of the workings of the NHS Knowledge of one or more of the following areas: community services, palliative care, learning difficulties, dementia, care homes, mental health, long-term health conditions, frailty Person Specification Experience Essential Experience of supervising staff Experience of managing change Experience of working in a busy and demanding environment Experience of delivering high quality customer or patient care Experience of general administration processes Knowledge of the principles of confidentiality Desirable Previous management role Previously worked in general practice / NHS environment Experience of using a clinical system ie SystmOne Qualifications Essential Good standard of general education (NVQ Level 2 or equivalent GCSE English Language C/5 or above. Desirable NVQ Level 3 or equivalent Management Degree Additional Criteria Essential Computer literate Excellent communication skills, written and verbal Able to manage own workload Able to work in a shared job role Able to build and sustain relationships at all levels Empathy towards patients A can do attitude Flexibility to work across sites Desirable An understanding and knowledge of the workings of the NHS Knowledge of one or more of the following areas: community services, palliative care, learning difficulties, dementia, care homes, mental health, long-term health conditions, frailty 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. Employer details Employer name Holderness Health Address Church View Surgery 5 Market Hill House Hedon HU12 8JE Employer's website https://www.holdernesshealth.nhs.uk/ (Opens in a new tab)