About this role
Job summary
West Meads Surgery is a progressive GP practice serving approximately 8,000 patients. We are committed to delivering outstanding patient care through innovation, continuous improvement and excellent patient access.
As part of our ongoing development, we are seeking an ambitious and motivated Patient Access Manager to lead and develop our patient access services. This is an exciting opportunity for someone who is ready to take on a true management role with responsibility for operational performance, service improvement and leading change.
Reporting directly to the Practice Manager, you will play a key role in ensuring our patients receive timely, safe and effective access to healthcare while leading our reception and patient access teams through a period of continued transformation.
This is not a traditional reception management position. We are looking for an individual who can think strategically, lead operational improvements and confidently work alongside senior management and GP Partners to develop and enhance our patient access services.
You will have responsibility for the day-to-day management of our patient access function, including reception services, GP triage processes and digital access systems such as EMMA AI. You will also lead projects that improve efficiency, patient experience and operational performance across the practice.
Main duties of the job
Lead and manage the Patient Access Team including Reception Leads and Medical Receptionists
Oversee the daily operation of GP triage appointment management and patient access processes
Ensure patients receive a professional efficient and compassionate service across telephone online and face to face channels
Monitor the performance of patient access services using key performance indicators and operational data
Produce regular reports and performance dashboards for the Practice Manager and GP Partners
Analyse trends and identify opportunities to improve patient access demand management and service efficiency
Present reports improvement proposals and service updates at management and Partners meetings
Lead the implementation of new systems technologies and operational processes from initial planning through to successful delivery and embedding within the practice
Develop review and implement operational procedures and standard operating procedures
Manage reception staffing workforce planning and rota coordination in collaboration with the Reception Leads
Lead recruitment induction training appraisal and performance management for the Reception Team
Investigate patient concerns relating to access and reception services identifying learning and service improvements
Deputise for the Practice Manager on operational matters when required
About us
West Meads Surgery is a progressive and forward-thinking GP practice.We believe in creating a supportive, inclusive and collaborative working environment where everyone's contribution is valued. We encourage innovation, empower our teams to take ownership of their work and actively support professional development and career progression.
As a practice, we embrace new technologies and modern ways of working. From digital patient access solutions and AI-assisted technology to service redesign and quality improvement projects, we are committed to continually enhancing the patient experience while ensuring our teams have the tools and support they need to succeed.
This is an exciting time to join West Meads Surgery. We are looking for individuals who are motivated, adaptable and passionate about making a real difference. We value people who enjoy solving problems, leading change and working collaboratively to improve services for our patients.
Why Join Us?A welcoming and supportive team with a positive working culture.Opportunities to lead and contribute to meaningful service improvement projects.A practice that embraces innovation and encourages new ideas.Ongoing professional development and leadership opportunities.NHS Pension Scheme.Generous annual leave entitlement.Free on-site parking.Regular staff wellbeing initiatives and social events.The opportunity to help shape the future of patient access within a modern and ambitious GP practice.
Job description Job responsibilities
Oversee the daily operation of GP triage appointment management and patient access processes
Ensure patients receive a professional efficient and compassionate service across telephone online and face to face channels
Monitor the performance of patient access services using key performance indicators and operational data
Produce regular reports and performance dashboards for the Practice Manager and GP Partners
Analyse trends and identify opportunities to improve patient access demand management and service efficiency
Present reports improvement proposals and service updates at management and Partners meetings
Lead the implementation of new systems technologies and operational processes from initial planning through to successful delivery and embedding within the practice
Develop review and implement operational procedures and standard operating procedures
Lead and manage the Patient Access Team including Reception Leads and Medical Receptionists
Manage reception staffing workforce planning and rota coordination in collaboration with the Reception Leads
Lead recruitment induction training appraisal and performance management for the Reception Team
Investigate patient concerns relating to access and reception services identifying learning and service improvements
Deputise for the Practice Manager on operational matters when required
Person Specification
Experience Essential
We are looking for an experienced, confident and forward-thinking leader who enjoys improving services and developing people. You will be able to demonstrate: Previous management or supervisory experience within general practice or another healthcare environment. Strong leadership skills with the ability to motivate, coach and develop teams. Experience of leading operational or service improvement projects. Confidence implementing new systems, processes or technologies from planning through to successful implementation. Excellent analytical skills with the ability to interpret data and produce meaningful reports. Confidence presenting information, reports and recommendations to senior managers, clinicians or leadership teams. Excellent communication, organisational and problem-solving skills. The ability to manage competing priorities within a busy operational environment. Strong IT skills, including Microsoft Excel and Microsoft Office. A proactive, resilient and solution-focused approach to work.
Desirable
Previous experience within General Practice or Primary Care. Knowledge of GP appointment systems and modern patient access models. Experience of SystmOne. Experience working with digital patient access systems or AI-enabled technology. Experience of workforce planning and operational performance management. Leadership or management qualification (or willingness to undertake one).
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 West Meads GP Practice
Address 2 – 8 The Precinct
West Meads
Bognor Regis
West Sussex
PO21 5SB
United Kingdom
Employer's website https://www.westmeadssurgery.co.uk/ (Opens in a new tab)