About this role
Job summary
The Patient Services Manager provides support to the Practice Manager and works with the management team across a range of duties relating to the patient experience. To lead a team of 30 Care Navigators across both sites with the support of 2 Patient Services Assistants who work collaboratively with the PSM to deliver our outstanding patient service.
The main purpose of this role is to ensure excellent communication within the team and to patients, an efficient and organised service provision and support the practice with improvements.
The PSM will lead the team to deliver a professional and helpful service and to provide excellent communication between patients, doctors and the wider team. The PSM will also need to be responsive to practice policies, priorities and the changing needs of the service and adapt the workload as required.
To act as a role model, demonstrating and promoting the standards expected by the partnership and creating the energy and enthusiasm for the service.
Confidently managing a large team of staff, supporting staff development, providing guidance and direction. Act as a focal point for communication, advising on methods of communication and best practice.
Main duties of the job
The Patient Services Manager leads and supports the Care Navigation Team, ensuring the smooth day-to-day operation of the practice and the delivery of high-quality patient services. Responsibilities include managing staff rotas, recruitment, training, appraisals, absence management, and team development. The role promotes excellent customer care, ensures compliance with practice policies and information governance requirements, and supports continuous service improvement.
The Patient Services Manager oversees patient communications, including feedback, complaints management, online access services, and engagement with the Patient Participation Group (PPG). The role also monitors workload across reception, telephone, and online services, ensuring patient enquiries are handled efficiently and effectively. Working closely with the wider practice team, the Patient Services Manager helps maintain a safe, organised, and patient-focused environment while supporting operational efficiency and accessibility for all patients.
About us
The Care Navigation Team is the first point of contact for patients at Chislehurst Practice and plays a key role in ensuring the smooth day-to-day running of the surgery. The team manages patient enquiries, appointment bookings, online requests, telephone calls, and administrative tasks while providing excellent customer service.
As Team Lead, the role involves managing and supporting the Care Navigation Team, including rota management, recruitment, training, appraisals, absence management, and staff development. The position also oversees patient feedback, complaints handling, NHS App and online access promotion, and ensuring practice policies and procedures are followed.
A key part of the role is maintaining high standards of patient care, improving team performance, reviewing processes to enhance patient access, supporting the Patient Participation Group, and working closely with the Practice Management Team to ensure effective service delivery and continuous improvement across the practice."
Job description Job responsibilities
JOB DESCRIPTION
JOB TITLE: Patient Services Manager (PSM)SALARY: Depending on experience
HOURS: 37.5 hours per week, Monday to Friday
About us The Chislehurst Partnership is a forward-thinking GP practice formed through the merger of The Woodlands Practice and Chislehurst Medical Practice. We provide high-quality, person-centred care to approximately 24,000 patients across three sites in the heart of Chislehurst.
We are committed to delivering excellent patient care through innovation, collaboration, and continuous improvement. Our multidisciplinary team, including GPs, GP Registrars, Mental Health Practitioners, Nurses, Healthcare Assistants, Social Prescribing Link Workers, First Contact Physiotherapists, and Physician Associates,
work together to support the health and wellbeing of our local population while fostering a positive, inclusive, and supportive working environment for staff.
Job Summary To provide support to the Practice Manager and work with the management team across a range of duties relating to the patient experience. To lead a team of 30 Care Navigators across both sites with the support of a Lead Care Navigator. This role is supported by 2 Patient Services Assistants who work collaboratively with the PSM to deliver our outstanding patient service.
The main purpose of this role is to ensure excellent communication within the team and to patients, an efficient and organised service provision and support the practice with improvements.
The PSM will lead the team to deliver a professional and helpful service and to provide excellent communication between patients, doctors and the wider team. The PSM will also need to be responsive to practice policies, priorities and the changing needs of the service and adapt the workload as required.
To act as a role model, demonstrating and promoting the standards expected by the partnership and creating the energy and enthusiasm for the service.
Confidently managing a large team of staff, supporting staff development, providing guidance and direction. Act as a focal point for communication, advising on methods of communication and best practice.
Responsibilities of the post
General
Work as a flexible member of the team to ensure the smooth running of the practice, providing support to other team members when necessary
Lead the patient facing team with a positive attitude and a friendly and helpful service delivery
Promoting and modelling the highest standards of customer care for all patients
Provide support to Care Navigators and other team members to assist them in their role
Attend training courses and meetings as and when required
Undertake any other tasks commensurate with the role
Care Navigation team
Management of the Care Navigator team
Managing rotas to ensure adequate staffing levels are maintained and arranging cover when needed.
Organise and facilitate staff appraisals, 1-1s and probation review meetings
Absence management including return to work meetings
Training and development assessment and completion
Assist with recruitment
Training and mentoring new staff
Lead and support the teams
Facilitate communication with the teams regularly
Update teams with system changes and general feedback or information relevant to the role
Practice Policies
Assist the practice management team with preparing new practice policies & protocols where appropriate and ensure teams receive refresher training when required
Ensure all Practice Protocols are understood and adhered to within the Care Navigation team
Patient Communication
Patient feedback
Respond to patient & record comments
Share with relevant teams as learning / improvements
Patient engagement monitoring review team service provision and feedback to the team/individuals
Oversee FFT submission
Work alongside the Patient Participation Group (PPG) and attend meetings
Patient online access / NHS app
Support team promoting online services
Review access processes to enable the easiest pathway for patients
-Patient Complaints
Ensure practice policy for complaints management is completed in a timely manner
Record and manage all complaints & responses
Lead on quarterly complaints review meetings with the complaints lead Partners
Submit annual Ko41b return
Share with the Care Navigation team any learnings from complaints relevant to their role
Highlight to the Practice Manager any complaints relating to other team members
Implement agreed changes from complaints
Care Navigation Administration
Ensure all duties and tasks are completed by the team each day
Oversee daily management of submitted online requests
Ensure all staff have competence to handle any administrative or patient tasks
Oversee delegation of general housekeeping duties
Make sure the working environments are tidy, information governance compliant, safe and minimising waste where possible
Ensure the team operate within practice policies with particular attention to patient confidentiality and information security measures
Oversee significant events which relate to the Care Navigation team
Work with the team to support development of effective processes and ensure the operational day is supported by the team.
Ensure the Care Navigation team monitor the tidiness of the premises and practice notice boards displaying relevant and up to date information for patients.
Maintaining sufficient stock of paperwork at reception area
Monitor effectiveness of systems and report any problems or variations as required
Observe and manage the volume of telephone calls, online enquires and the number of patients in the reception area.
Services Promotion
Review accessibility for all patients physically in the practice as well as through IT / telephone systems
Person Specification
Qualifications Essential
Qualifications & Experience Educated to GCSE level or equivalent including English and Mathematics. Previous experience of managing or supervising a team within a healthcare, customer service, or administrative environment. Experience of staff recruitment, training, performance management, and development. Experience of managing rotas and staffing levels. Experience of handling patient complaints, feedback, and service improvement initiatives. Experience of working with confidential information and maintaining information governance standards. Proficient in Microsoft Office applications and clinical operating systems.
Desirable
Management or leadership qualification. Experience working in a GP practice, NHS setting, or primary care environment. Experience using EMIS Web, Accurx, NHS App administration, or other NHS digital systems. Experience working with Patient Participation Groups PPGs. Experience leading quality improvement or service redesign projects.
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 Chislehurst Partnership
Address 42 High Street
Chislehurst
Kent
BR7 5AQ
United Kingdom
Employer's website https://www.chislehurstpartnership.nhs.uk/ (Opens in a new tab)