Patient Services Manager

Job Details

The Guildhall & Barrow Surgery

The closing date is 31 October 2023

Job summary

We are seeking a dynamic and results-driven Patient Services Manager to become a welcome addition to the practice’s management team. The successful candidate will be responsible for overseeing the Reception and Clinical Support teams, ensuring efficient operations, and maintaining a high standard of patient care.

The postholder will encourage effective communication between patients, members of the primary health care team, and other associated healthcare agencies.

Experience within Primary Care isn’t essential, but excellent leadership and the ability to support the general public and the practice teams is crucial.

Main duties of the job

  • The smooth running of the reception/clinical support team function and staff; improving systems and processes and leading the team to improve access and the patient experience
  • Managing the front of house operations of the practice to ensure smooth, efficient operation of the practice including: reception, room availability, general administration, patient care and services
  • Maintaining overall responsibility for the rota systems for patient appointments, including the implementation of strict care navigation protocols.
  • Ensuring all systems are patient focused and staff understand the customer service aspect of service delivery
  • Providing day to day support for the patient-facing administrative teams when managing difficult patient interactions and leading on complaints management.
  • Developing and implementing training packages, competencies frameworks and review processes to ensure continued improvement.

About us

The Guildhall & Barrow Surgery is a forward-thinking, modern practice built upon traditional family-practice values. We have over 13,000 patients over two sites, in the town centre of beautiful Bury St Edmunds and a nearby village. Our amazing multi-disciplinary teams are made up of a host of clinical and administrative staff, employed by the practice and the Primary Care Network, and working cohesively together to provide an exceptional and consistent level of patient care and customer service.

Job description

Job responsibilities

1. Team Management:

Oversee patient-facing Reception and Clinical Support teams, ensuring staff meet their primary responsibilities.

Line manage all team members, providing guidance, conducting appraisals, and supporting staff development.

Handle recruitment and retention for the teams.

Communicate and enforce team standards.

Manage staff sickness in accordance with Practice policy and document absence via the dedicated HR system.

2. Appointment and Clinic Management:

Maintain and coordinate an effective appointment system for all services.

Signpost patients to appropriate services and manage Triage and Duty team appointments.

Make changes to the appointment system as required.

3. Policy and Procedure Oversight:

Review and update Reception and CS team policies and procedures.

Ensure compliance with current legislation and implement efficient office processes.

Adherence to practice and CQC policies and procedures.

4. Training and Development:

Identify and deliver team training as needed.

To lead on your own training and development, keeping your personal development plan up to date

5. Patient Relations:

Maintain a high quality patient experience at both surgeries and offer timely and appropriate information and advice to patients.

Manage patient complaints, concerns, and queries, striving for resolutions.

Act as a focal point for communication, advising staff on best practices, including the use of alternative communication formats and translation services.

Act as a patient liaison, working with the Patient Participation Group.

Register new patients and handle queries, including those from PCSE.

Have full oversight of record sharing processes both internally and with other healthcare providers.

Promote and process patient online access and proxy access via SystmOne and the NHS App

6. Operational Tasks:

To agree and communicate team rotas, reviewing and updating as and when required, ensuring absence cover is in place.

Maintain stocks and handle deliveries, ensuring adherence to cold chain policies where applicable.

Resolve day-to-day operational and administrative problems.

To work with the management team to identify dates of NHS campaigns that the Practice should take part in and advertise accordingly.

To deliver and document team meetings and ensure good communication both within your teams and with other relevant staff and suppliers

Act as building fire marshall, ensuring evacuation lists are current and that the visitors log is used appropriately. Every 6 months, carry out unannounced fire drill with a full evacuation.

7. Continuous Improvement:

Attend and contribute to cross-practice management meetings.

Support the continuous improvement of patient-facing services, providing first-line support for staff to promote excellence in customer service.

Contribute to the implementation of flu and COVID vaccination campaigns, assisting with organisation, planning and promotion of clinics.

8. Miscellaneous:

Maintain confidentiality and uphold ethical standards.

To highlight any potential problems i.e. significant incidents, disciplinary issues, grievances, broken or damaged equipment, health and safety risks to patients, staff or visitors to the Practice Manager as and when they become apparent. Taking or recommending corrective action as appropriate to minimise impact of problems/risks identified.

To support colleagues in dealing with difficult or unpleasant patients or situations.

To undertake any other activities that may from time to time be reasonably requested by the Practice Manager or Partners.

Person Specification



  • GCSE Grade A to C in English and Maths


  • NVQ2 or higher in Health and Social Care



  • Proven experience in a managerial role or in overseeing customer-facing teams.
  • Strong leadership and team management skills.
  • Capability in delivering effective team training.
  • Excellent organisational and multitasking abilities.
  • Exceptional communication and interpersonal skills.
  • Previous experience in managing complaints and concerns; ability to handle difficult or unpleasant situations with diplomacy.
  • Ability to resolve operational and administrative challenges.
  • Commitment to maintaining high standards of behaviour and professionalism.
  • Flexibility and adaptability in a dynamic environment.
  • Willingness to undertake regular training and development.
  • Upholding ethical standards and maintaining confidentiality.


  • Proven experience within primary care or a healthcare setting.
  • Familiarity with SystmOne or similar clinical systems.
  • Understanding of current healthcare legislation and regulations.
  • Familiarity with best practices in patient care and customer service.
  • Knowledge of NHS campaigns and vaccination programs.
  • Demonstrated ability to work collaboratively within a multidisciplinary team.

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

The Guildhall & Barrow Surgery


Lower Baxter Street

Bury St. Edmunds


IP33 1ET

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