About this role
Job summary
Are you an organised and approachable team leader who enjoys supporting colleagues and delivering excellent patient services?
The Old School Surgery is looking for a Patient Services Manager to lead our Reception and Administration Teams and support the day-to-day running of our village dispensing practice.
Working closely with the GP Partner, practice leadership and Dispensary Managers, you will combine team management with regular reception and administrative duties.
Main duties of the job
Lead and support the Reception and Administration Teams.
Coordinate rotas, leave and cover, working collaboratively across departments.
Support staff induction, training, supervision and appraisals.
Oversee patient enquiries, administrative workflows and prescription request processes.
Coordinate complaints and help improve services through patient feedback.
Support IT systems, staff access, practice procedures and business continuity.
Provide practical reception and administrative support when needed.
About us
We are a friendly village general practice based in a converted Victorian school building in Chartham, with close working relationships across our clinical, dispensary and administrative teams.
We offer
- A welcoming and supportive team.
- A varied role with regular patient contact.
- Relevant training and development.
- NHS Pension Scheme membership, if applicable.
- 5.6 weeks annual leave entitlement.
- Ample free on-site parking.
Job description
Job responsibilities
Summary of job description
The Patient Services Manager will lead the day-to-day running of the Reception and Administration Teams at The Old School Surgery, reporting to Dr Kinnersley or a manager nominated by him.
The role combines staff management with regular reception and administrative work. Key responsibilities include:
- Coordinating rotas, leave and staffing cover, working closely with the Dispensary Managers.
- Supporting staff induction, training, competency assessments, supervision and appraisals.
- Overseeing patient enquiries, telephone services and online consultation requests, ensuring appropriate escalation.
- Managing administrative workflows, including registrations, correspondence, coding, subject access requests and repeat prescription administration.
- Coordinating complaints and supporting improvements arising from feedback and incidents.
- Supporting IT access, smartcard administration, infection prevention, business continuity and practice procedures.
- Maintaining accurate records and providing progress updates to the line manager.
The overall purpose is to support staff and ensure patients receive a welcoming, responsive and well-organised service.
Person Specification
Other requirements
Essential
- Satisfactory enhanced Disclosure and Barring Service (DBS) check
- Occupational health clearance
- Flexibility to work across the practices opening hours to meet the needs of the service, with reasonable notice
Qualifications
Essential
- A good standard of education, including GCSE Maths and English at Grade C/4 or above, or Functional Skills Level 2 in Maths and English
Desirable
- A recognised leadership or management qualification (e.g. ILM Level 3 or above), or willingness to work towards one
- A relevant administrative or customer service qualification (e.g. AMSPAR or Level 3 Business Administration)
Experience
Essential
- Experience of working with the general public in a customer-facing role
- Supervisory or management experience in a healthcare or customer-facing setting
- Experience of coordinating staff rotas and managing leave and absence
- Experience of training and supporting staff and monitoring competency
- Experience of reception and administrative duties
- Experience of handling enquiries, concerns and complaints professionally
- Experience of maintaining confidentiality and working in accordance with information governance requirements
- Experience of identifying operational problems, implementing solutions and improving working practices
Desirable
- Management or supervisory experience within a primary care setting
- Experience of using EMIS and Docman
- Experience of primary care administration processes, including patient registrations, subject access requests, clinical correspondence and prescription requests
- Experience of working in, or alongside, a dispensing practice
- Experience of arranging clinical or locum sessions
- Experience of NHS Smartcard administration and Registration Authority (RA) Sponsor responsibilities
- Experience of managing IT queries and liaising with external IT providers
- Experience of infection prevention and control procedures
- Experience of business continuity planning
Personal qualities
Essential
- High standards of integrity, personal accountability and emotional resilience
- Respects people from all backgrounds and communities and values diversity
- Flexible, cooperative, punctual and committed to supporting the team
- Sensitive and empathetic in distressing situations
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
Old School Surgery
Address
Bolts Hill
Chartham
Canterbury
Kent
CT4 7JX
United Kingdom
Employer's website
https://www.oldschoolsurgerykent.nhs.uk/ (Opens in a new tab)