About this role
Job summary
Minet Green Health Practice is seeking an experienced, motivated and people-focused Patient Services Manager to lead our patient access team within a busy, well-established GP practice.
This is an excellent opportunity for a confident and approachable leader who enjoys developing teams, supporting high-quality patient care and helping services run effectively within a collaborative primary care environment.
The role is busy, varied and rewarding, requiring resilience, sound judgement and the ability to remain calm under pressure. You will play an important role in supporting staff, maintaining efficient day-to-day operations and contributing to a positive patient experience.
We are looking for someone with leadership experience in administration or patient services, ideally within healthcare, alongside strong communication, organisational and IT skills. You will enjoy working closely with colleagues, supporting service improvement and contributing to a positive team culture.
In return, we offer a supportive and inclusive working environment, opportunities for development and the chance to play an important role within a friendly and ambitious practice team.
Main duties of the job
-Leading and managing the Patient Services team to deliver a professional, efficient and compassionate service across telephone, online and face-to-face patient access channels
-Overseeing day-to-day operations, staffing, rotas and workflow management to support safe and effective service delivery
-Supporting, motivating and developing staff through recruitment, induction, supervision, appraisals and training
-Managing patient concerns, complaints and challenging situations sensitively and professionally, identifying opportunities for learning and improvement
-Working closely with the senior leadership team to improve patient experience, access, quality and operational performance
-Supporting service improvement, patient engagement activities and implementation of practice priorities
-Taking a hands-on approach to operational management, including supporting front-desk activity where required
-Leading on areas including staff wellbeing, facilities coordination and health and safety compliance
-Supporting delivery of contractual, quality and regulatory requirements including CQC, QOF and enhanced services
-Promoting a positive, inclusive and supportive team culture focused on high standards of patient care and continuous improvement.
About us
Minet Green Health Practice is a friendly, well-established GP practice serving a diverse and vibrant community in Lambeth. We are proud to care for a patient population rich in culture, diversity and community spirit, and are committed to delivering compassionate, high-quality care to all.
We are proud of our supportive and inclusive team culture, where colleagues work collaboratively, treat one another with respect and are encouraged to contribute ideas and service improvements. Our team includes experienced clinicians, managers, and administrative staff working closely together to provide safe, responsive and patient-centred care.
We are a busy practice with a strong work ethic and a shared commitment to professionalism, kindness and continuous improvement. We recognise the pressures of working in primary care and place importance on staff wellbeing, teamwork and open communication.
As a training practice, we value learning and development and support staff to build skills, grow in confidence and progress in their careers. Located close to Brixton and Camberwell, we offer excellent transport links, opportunities for development and the chance to make a meaningful difference within the local community.
Job description Job responsibilities
Job Purpose
- Lead and manage the Patient Services team to deliver a high-quality, efficient and responsive service across all patient access channels.
- Coordinate day-to-day operational activity, including team performance, recruitment, induction, training, development, retention and quality improvement.
- Champion excellent patient care and experience, minimising complaints and promoting continuous improvement.
- Play a key role in the senior management team, with lead responsibility for areas including staff wellbeing, facilities management and health and safety.
Duties and responsibilities
Patient Services Leadership- Lead the Patient Services team to provide a kind, respectful and efficient service to patients across telephone, online, email and face-to-face access.
-Be visible and accessible to support staff in real time, lead by example in the day-to-day running of the service, and maintain a strong focus on patient safety, safeguarding and infection control.
- Monitor patient demand, manage rotas and staffing capacity, and lead regular team meetings to review performance, priorities and areas for improvement.
- Manage complaints, challenging situations and patient behaviour in line with policy, escalating formal or unresolved matters appropriately and identifying learning to reduce recurrence.
- Develop and improve patient engagement processes, including supporting an effective Patient Participation Group and using feedback from a variety of sources to inform service improvements.
- Work with the Practice Business Manager to agree priorities, improve quality, consistency and efficiency, and support service change where needed.
Staff Management and Development
- Lead, manage and motivate the Patient Services team, fostering a positive team culture, effective communication and strong working relationships.
- Manage recruitment, induction and retention, and support workforce development including apprenticeships, competency frameworks and training programmes.
- Ensure staff complete mandatory training and receive regular supervision, probation reviews, appraisals and development support.
- Manage attendance, performance and conduct, maintain accurate HR records, and support formal processes with the Practice Business Manager where required.
Operational Support
- Lead communication between the Patient Services team and the wider practice, representing team views and supporting effective cross-team working.
- Take a hands-on approach to day-to-day operations, supporting reception workflows, responding to operational pressures and providing practical front-desk cover where needed to maintain a safe and effective service.
- Support premises and facilities management, including logging and monitoring repairs, maintaining a clean reception and waiting area, ordering non-clinical supplies and overseeing day-to-day card payment transactions.
- Lead on health and safety, identifying risks and supporting risk management in conjunction with the Practice Business Manager.
- Support preparation of monthly payroll and other operational management tasks as required.
Governance and Wider Practice Support
- Deputise for senior operational roles in their absence as required.
- Support delivery of contractual requirements, enhanced services, QOF and CQC compliance, with particular responsibility for patient involvement and health and safety.
- Contribute to induction of staff, students and trainees, support learning events and incident reporting, and communicate relevant learning to the team.
- Promote the practice as a learning organisation and support staff wellbeing initiatives, team development and recognition activities.
General Responsibilities
- Maintain confidentiality at all times in relation to patients, staff and the business of the practice, in line with practice policies and data protection requirements.
- Work in accordance with health and safety, equality and diversity, communication, quality improvement and professional development requirements.
- Apply practice policies, standards and guidance, participate in audits where appropriate, and contribute to service implementation and continuous improvement.
- This job description is not exhaustive and duties may vary in line with practice needs and the ongoing development of the role.
Person Specification
Qualifications Essential
Good standard of education to A-level, diploma level or equivalent experience.
Desirable
Relevant management qualification or willingness to work towards one.
Experience Essential
Experience in a GP practice, healthcare organisation or similar customer-facing operational setting. Experience of implementing change, quality improvement or service redesign.
Desirable
Experience of managing staff and leading day-to-day service delivery, performance, safety and quality.
Skills and Abilities Essential
Excellent communication, customer care, organisation and time management skills. Strong IT skills, including use of practice systems and the ability to learn new systems quickly. Ability to build rapport and trust, use initiative, maintain confidentiality and work calmly under pressure. Ability to prioritise and delegate workload, manage difficult conversations, diffuse conflict, and support, train and motivate others.
Desirable
Ability to analyse reports and audits, take a longer-term view and plan effectively.
Knowledge Essential
Knowledge of good people management practice, including attendance, conduct, supervision and training processes.
Desirable
Knowledge of GP systems and the wider primary care environment, including EMIS Web, QOF, enhanced services and CQC requirements.
Personal Qualities Essential
Calm, patient, reliable and honest. Emotionally intelligent, tactful, diplomatic and able to work with sensitivity. Self-motivated, flexible, adaptable and committed to high standards of patient care and customer service, with a willingness to take a hands-on approach and support reception cover when needed. Flexible and willing to adjust working patterns where reasonably required to support service delivery and reception resilience.
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 Minet Green Health Practice
Address First Floor Akerman Building
60 Patmos Road
London
SW9 6AF
United Kingdom
Employer's website https://www.minetgreenhealthpractice.co.uk/ (Opens in a new tab)