Job summary We are seeking a dedicated and proactive Patient Services Manager to join our friendly and supportive team at Northlands Surgery. This role is an exciting opportunity for an experienced leader to oversee our Reception Team and ensure the efficient delivery of high-quality patient services. If you have a passion for patient care, team management, and service improvement, we would love to hear from you. Main duties of the job As Patient Services Manager, you will be responsible for managing the Reception Team, ensuring smooth day-to-day operations, and enhancing patient services. Key responsibilities include: Leading and supervising the Reception Team to ensure excellent patient care and service delivery. Managing staff rotas, performance, and training to maintain a high-performing team. Acting as the first point of contact for patient concerns and complaints, ensuring timely and professional resolutions. Overseeing administrative functions such as appointment scheduling, IT system support, and compliance with regulatory requirements. Contributing to practice development, process improvements, and service innovations to enhance patient experience. About us Team Northlands is a friendly and supportive training practice located in the heart of Wiltshire, with a patient list of 13,800. We are dedicated to providing high-quality, patient-centred care through a collaborative approach. Our clinical team includes: Paramedics for home visits Clinical Coders to review letters Clinical Pharmacist and Pharmacy Technicians for medication management Social Prescribers linking patients to community services Care Coordinators to help navigate complex care pathways We embrace innovation and new ways of working, incorporating technologies like SystmConnect to enhance communication and improve patient access. We use SystmOne and Ardens for patient management and consistently achieve high QOF scores. Actively involved in our Integrated Care Board (ICB) and Primary Care Network (PCN), we also have a thriving Patient Participation Group and an independent pharmacy attached to the practice, ensuring seamless pharmaceutical care. For more information, visit www.northlands-surgery.co.uk Date posted 07 March 2025 Pay scheme Other Salary Depending on experience Contract Permanent Working pattern Full-time, Part-time, Flexible working Reference number A4487-25-0000 Job locations North Street Calne Wiltshire SN11 0HH Job description Job responsibilities Job Summary The Patient Services Manager will oversee the efficient management of reception services, ensuring that all duties are performed safely, effectively, and to a high standard. This role plays a key part in staff development, service improvements, and enhancing the patient experience. Working closely with the senior management team, the successful candidate will liaise with clinicians, administrative teams, and wider healthcare professionals to ensure smooth operations within the practice. Key Responsibilities 1. Reception Team Management Lead and supervise the Reception Team, ensuring high service standards. Develop and implement a structured training program for reception staff. Monitor and enhance team performance through regular reviews and appraisals. Manage staff rotas to ensure sufficient coverage at all times. Promote a positive, collaborative team culture. 2. Patient Services & Care Navigation Act as the first point of contact for patient concerns and complaints. Ensure effective patient service coordination and continuous improvements. Work with clinical teams to optimise appointment availability. Engage with the Patient Participation Group to support patient feedback and involvement. 3. Administrative Support & Management Maintain and oversee key administrative functions within the practice. Ensure data accuracy within SystmOne, Microsoft Office, and other IT systems. Support the senior management team with reporting and compliance. Assist in developing and maintaining practice policies and procedures. 4. Duty Manager Responsibilities Provide first-line support for day-to-day operational issues. Assist in managing maintenance concerns within the practice. Support in resolving escalated patient issues promptly. 5. IT & Systems Management Ensure effective use of IT systems, including SystmOne and Microsoft Office. Provide troubleshooting support for IT issues when required. Train and support staff in using key practice software. 6. Compliance & Reporting Ensure adherence to CQC, GDPR, and other regulatory requirements. Maintain practice documentation and confidentiality standards. Assist in audits and quality improvement initiatives. Job description Job responsibilities Job Summary The Patient Services Manager will oversee the efficient management of reception services, ensuring that all duties are performed safely, effectively, and to a high standard. This role plays a key part in staff development, service improvements, and enhancing the patient experience. Working closely with the senior management team, the successful candidate will liaise with clinicians, administrative teams, and wider healthcare professionals to ensure smooth operations within the practice. Key Responsibilities 1. Reception Team Management Lead and supervise the Reception Team, ensuring high service standards. Develop and implement a structured training program for reception staff. Monitor and enhance team performance through regular reviews and appraisals. Manage staff rotas to ensure sufficient coverage at all times. Promote a positive, collaborative team culture. 2. Patient Services & Care Navigation Act as the first point of contact for patient concerns and complaints. Ensure effective patient service coordination and continuous improvements. Work with clinical teams to optimise appointment availability. Engage with the Patient Participation Group to support patient feedback and involvement. 3. Administrative Support & Management Maintain and oversee key administrative functions within the practice. Ensure data accuracy within SystmOne, Microsoft Office, and other IT systems. Support the senior management team with reporting and compliance. Assist in developing and maintaining practice policies and procedures. 4. Duty Manager Responsibilities Provide first-line support for day-to-day operational issues. Assist in managing maintenance concerns within the practice. Support in resolving escalated patient issues promptly. 5. IT & Systems Management Ensure effective use of IT systems, including SystmOne and Microsoft Office. Provide troubleshooting support for IT issues when required. Train and support staff in using key practice software. 6. Compliance & Reporting Ensure adherence to CQC, GDPR, and other regulatory requirements. Maintain practice documentation and confidentiality standards. Assist in audits and quality improvement initiatives. Person Specification Experience Essential Previous experience in a patient-facing management role, ideally in a healthcare or GP practice setting. Strong leadership and communication skills to effectively manage a reception team. Experience in staff training, development, and performance management. Excellent organisational skills with the ability to prioritise multiple tasks. Commitment to high standards of patient care and confidentiality. If you are passionate about patient services, team leadership, and operational excellence, we welcome your application to join Team Northlands Desirable Knowledge of SystmOne (or similar appointment systems) and general office software. Person Specification Experience Essential Previous experience in a patient-facing management role, ideally in a healthcare or GP practice setting. Strong leadership and communication skills to effectively manage a reception team. Experience in staff training, development, and performance management. Excellent organisational skills with the ability to prioritise multiple tasks. Commitment to high standards of patient care and confidentiality. If you are passionate about patient services, team leadership, and operational excellence, we welcome your application to join Team Northlands Desirable Knowledge of SystmOne (or similar appointment systems) and general office software. 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 Northlands Surgery Address North Street Calne Wiltshire SN11 0HH Employer's website https://www.northlands-surgery.co.uk/ (Opens in a new tab)