Job summary We have an exciting opportunity for an enthusiastic Deputy Patient Service Manager to join our friendly, innovative and dynamic team. This permanent position will be well suited to an individual that is looking for a career path in healthcare and can thrive in a busy but supportive environment. Responsible for the efficient management and direction of the Patient Advisor and Care Navigation teams, ensuring all duties are performed effectively and to the required standard, meeting the objectives of the practice. Support the management team in promoting ED&I, SHEF, Quality & CI, Confidentiality, Collaborative Working, Service Delivery, Learning and Development and carry out other duties as directed by the management team. Main duties of the job Leadership & Management : Oversee the day-to-day operations of the reception team, ensuring smooth workflows, excellent patient service, and high team morale. Patient-Focused Care: Be the primary point of contact for patient inquiries, ensuring all patients are greeted and assisted with professionalism and care Appointment & Workflow Management : Expertly manage the appointment system, ensuring efficient patient flow and timely service. Staff Development: Lead, train, and support the reception staff, fostering a culture of continuous improvement and teamwork. Collaboration : Work closely with the Patient Service Manager ensuring all updates and processes are smoothly communicated and implemented Quality Control: Maintain high standards of patient service, managing feedback, and continuously improving procedures. About us We are an ambitious and diverse GP Practice Network, providing care to over 30,000 patients across six locations in Plymouth. We are a forward-thinking team that always aspire to fresh thinking and innovation for new or improved ways to delivering the best healthcare for our patients. We can guarantee a day working in Pathfields will not be dull and will bring fulfilment and the sense you really are making a difference as part of a diverse team we are most proud of We have approximately 140 employees in diverse roles of different roles including GPs, Pharmacists, Paramedics, Physiotherapists, Advanced Nurse Practitioners, Advanced Clinical Practitioners, Pharmacy Technicians, Practice Nurses, Healthcare Assistants, Phlebotomists Receptionist, Administrators and many more We recognise that staff our best asset and work hard to provide a supportive and inclusive culture where staff can thrive. Wherever you work with Pathfields, you will always have the opportunity to bring new ideas to continuously improve our service to patients. Date posted 04 April 2025 Pay scheme Other Salary £15.27 an hour Contract Permanent Working pattern Part-time, Job share Reference number A0998-25-0003 Job locations Laira Surgery 95 Pike Road Plymouth Devon PL3 6HG Beaumont Villa Surgery 23 Beaumont Road Plymouth PL4 9BL Job description Job responsibilities To be responsible for the efficient management and direction of the Patient Advisor and Care Navigation teams, ensuring all duties are performed effectively and to the required standard, meeting the objectives of the practice. Support the management team in promoting ED&I, SHEF, Quality & CI, Confidentiality, Collaborative Working, Service Delivery, Learning and Development and carry out other duties as directed by the management team. Key Responsibilities: The following are the core responsibilities of the Deputy Patient Service Manager. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels: Overseeing the reception services of the practice, ensuring staff achieve their primary responsibilities Ensuring compliance with CQC regulations and standards Direct line management of the following staff: Patient Advisor, Care Navigators and Team Leaders Supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training Completing staff appraisals as required Overseeing reception staff rotas Implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare Coordinating the reviewing and updating of all relevant practice policies and procedures Leading change and continuous improvement initiatives Coordinating and leading the compilation of practice reports and the practice development plan (PDP) Developing, implementing and embedding an effective communication strategy (internal and external) Actively encouraging and promoting the use of patient online services Liaising at external meetings as required Supporting the management of the Patient Participation Group The management of the premises, including health and safety aspects such as risk assessments and mandatory training Ensuring staff have the appropriate level of training to enable them to carry out their individual roles and responsibilities effectively Coordinate the provision of temporary reception staff ensuring sufficient cover is provided for periods of leave and other staff absences Develop, implement and embed efficient reception processes and procedures. Maintain an effective appointment system for all services Coordinate the provision of temporary reception staff ensuring sufficient cover is provided for periods of leave and other staff absences Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary Support the Patient Service Manager in ensuring Health and Safety compliance throughout all sites is being adhered to Partake in audit as directed by the audit lead Act as building fire Marshall, ensuring evacuation lists are current and that the visitors log is used appropriately General To undertake any other duties commensurate with the post and to react to statutory, legislative and NHS policy within the scope of the role. To ensure Health and Safety compliance in line with current legislation. To be accountable for Health and Safety on site, by delegating effectively and monitoring the activities of those responsible for Fire, COSHH, Incident Control, Security etc. To adhere to the practice policy on equality and diversity and ensure that all colleagues, patients and members of the public are treated with dignity and respect. To observe confidentiality of patient and practice information at all times and adhere to the practice policies in relation to data and information. This job description is not exhaustive and other duties may be assigned. Key Skills: Excellent communication skills (written and oral) Clear, polite and telephone manner Strong IT skills Competent in the use of Office and Outlook Systmone clinical system user skills (desirable) Effective time management (Planning & Organising) Ability to work as a team member and autonomously Good interpersonal skills Problem solving & analytical skills Ability to follow policy and procedure Ability to work under pressure with a calm composure Sensitive and empathetic in distressing situations High levels of integrity and loyalty Job description Job responsibilities To be responsible for the efficient management and direction of the Patient Advisor and Care Navigation teams, ensuring all duties are performed effectively and to the required standard, meeting the objectives of the practice. Support the management team in promoting ED&I, SHEF, Quality & CI, Confidentiality, Collaborative Working, Service Delivery, Learning and Development and carry out other duties as directed by the management team. Key Responsibilities: The following are the core responsibilities of the Deputy Patient Service Manager. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels: Overseeing the reception services of the practice, ensuring staff achieve their primary responsibilities Ensuring compliance with CQC regulations and standards Direct line management of the following staff: Patient Advisor, Care Navigators and Team Leaders Supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training Completing staff appraisals as required Overseeing reception staff rotas Implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare Coordinating the reviewing and updating of all relevant practice policies and procedures Leading change and continuous improvement initiatives Coordinating and leading the compilation of practice reports and the practice development plan (PDP) Developing, implementing and embedding an effective communication strategy (internal and external) Actively encouraging and promoting the use of patient online services Liaising at external meetings as required Supporting the management of the Patient Participation Group The management of the premises, including health and safety aspects such as risk assessments and mandatory training Ensuring staff have the appropriate level of training to enable them to carry out their individual roles and responsibilities effectively Coordinate the provision of temporary reception staff ensuring sufficient cover is provided for periods of leave and other staff absences Develop, implement and embed efficient reception processes and procedures. Maintain an effective appointment system for all services Coordinate the provision of temporary reception staff ensuring sufficient cover is provided for periods of leave and other staff absences Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary Support the Patient Service Manager in ensuring Health and Safety compliance throughout all sites is being adhered to Partake in audit as directed by the audit lead Act as building fire Marshall, ensuring evacuation lists are current and that the visitors log is used appropriately General To undertake any other duties commensurate with the post and to react to statutory, legislative and NHS policy within the scope of the role. To ensure Health and Safety compliance in line with current legislation. To be accountable for Health and Safety on site, by delegating effectively and monitoring the activities of those responsible for Fire, COSHH, Incident Control, Security etc. To adhere to the practice policy on equality and diversity and ensure that all colleagues, patients and members of the public are treated with dignity and respect. To observe confidentiality of patient and practice information at all times and adhere to the practice policies in relation to data and information. This job description is not exhaustive and other duties may be assigned. Key Skills: Excellent communication skills (written and oral) Clear, polite and telephone manner Strong IT skills Competent in the use of Office and Outlook Systmone clinical system user skills (desirable) Effective time management (Planning & Organising) Ability to work as a team member and autonomously Good interpersonal skills Problem solving & analytical skills Ability to follow policy and procedure Ability to work under pressure with a calm composure Sensitive and empathetic in distressing situations High levels of integrity and loyalty Person Specification Qualifications Essential GCSE English (C or above) and at least three others Desirable Educated to A-level / equivalent or higher AMSPAR Qualification (desirable) NVQ Level 2 in Health and Social Care (desirable) Leadership and / or Management Qualification (desirable) Other requirements Essential Flexibility to work outside of core office hours Disclosure Barring Service (DBS) check Maintains confidentiality at all times Full UK driving licence Experience Essential Experience of working with the general public Experience of administrative duties Experience of leading / managing teams Desirable Experience of working in a health care setting Experience of providing appraisal writing and staff development Experience of staff development Personal Qualities Essential Polite and confident Flexible and cooperative Motivated Initiative and judgement (knowing when to ask for help) Forward thinker High levels of integrity and loyalty Sensitive and empathetic in distressing situations Ability to work under pressure with a calm composure Person Specification Qualifications Essential GCSE English (C or above) and at least three others Desirable Educated to A-level / equivalent or higher AMSPAR Qualification (desirable) NVQ Level 2 in Health and Social Care (desirable) Leadership and / or Management Qualification (desirable) Other requirements Essential Flexibility to work outside of core office hours Disclosure Barring Service (DBS) check Maintains confidentiality at all times Full UK driving licence Experience Essential Experience of working with the general public Experience of administrative duties Experience of leading / managing teams Desirable Experience of working in a health care setting Experience of providing appraisal writing and staff development Experience of staff development Personal Qualities Essential Polite and confident Flexible and cooperative Motivated Initiative and judgement (knowing when to ask for help) Forward thinker High levels of integrity and loyalty Sensitive and empathetic in distressing situations Ability to work under pressure with a calm composure 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 Pathfields Medical Group Address Laira Surgery 95 Pike Road Plymouth Devon PL3 6HG Employer's website https://www.pathfields.co.uk (Opens in a new tab)