About this role
Job summary
We are seeking a proactive and experienced patient services Manager to join our busy GP practice. This is a key leadership role responsible for overseeing the day-to-day running of the reception and prescription admin team, ensuring the delivery of a high-quality, patient-focused service in line with NHS and CQC standards. The successful candidate will act as the first point of escalation for patient queries and complaints, provide strong team leadership, manage staffing and rotas, and support wider administrative functions within the practice.
Main duties of the job
Act as the first point of escalation for patient queries, concerns, and complaints, resolving issues promptly and professionally in line with practice procedures
Lead, support, and motivate the team to deliver an efficient, friendly, and patient-centred service
Manage and maintain staff rotas to ensure adequate cover at all times
Monitor and manage staff sickness and absence in accordance with practice policies, maintaining accurate records
Arrange appropriate cover for staff absence (sickness and annual leave) to ensure continuity of service
Support performance management processes, including appraisals, one-to-ones, and staff development
Oversee the day-to-day running of front of house teams, including appointments, patient flow, and telephone systems
Ensure effective communication between reception, clinical staff, and the wider team
Promote excellent customer service and continuous improvement aligned with CQC standards and patient expectations
Undertake and oversee a range of administrative duties, including patient record management, document handling, and data entry
Use clinical systems (including EMIS Web) effectively to support patient services and administrative processes
Provide flexible administrative and operational support to the Practice Manager and wider team as required
About us
We are proud of our values and culture. If they resonate with you, we'd love to meet you.
Continuity of Care: We operate a usual GP list system with a balanced mix of pre-booked and same-day appointments, supported by protected admin time.
Right Care, Right Time, Right Place: Our Patient Coordinators ensure patients are guided to the most appropriate clinician.
Empowering Patients: We actively promote physical activity and healthy lifestyle choices across our community.
Listening to Patients: We maintain an active Patient Participation Group, gather regular feedback, and host Zoom health talks to improve outcomes such as vaccine uptake.
Team Culture: Daily huddles, mentoring, and social events (including a recent cricket day in Oxford) help build a strong, connected team.
Innovation & Digital Transformation: We are embracing AI-driven tools such as AI Scribe, Total Triage, and AI Reception to streamline workflows, reduce administrative burden, improve patient access, and enhance care quality.
We are also proud to be: RCGP Accredited Active Practice | Parkrun Practice | Greener Practice | LGBTQ+ Friendly | Veteran Friendly | Research Ready Practice
Job description Job responsibilities
We are seeking a proactive and experienced patient services Manager to join our busy GP practice. This is a key leadership role responsible for overseeing the day-to-day running of the reception and prescription admin team function, ensuring the delivery of a high-quality, efficient, and patient-centred service.
The successful candidate will act as the first point of escalation for patient queries, concerns, and complaints, demonstrating excellent communication and problem-solving skills. You will provide strong leadership to the team, manage staffing and rotas, and support wider administrative functions within the practice.
This is an excellent opportunity for an existing team manager or team leader looking to progress within primary care.
Main duties of the job
Act as the first point of escalation for patient queries, concerns, and complaints, resolving where appropriate before escalation to the Practice Manager Lead, support, and motivate the team to deliver a professional, efficient, and patient-focused service Manage and maintain staff rotas to ensure adequate cover at all times Monitor and manage staff sickness and absence in line with practice policies Arrange appropriate cover for staff absence, including sickness and annual leave Support performance management processes, including appraisals, one-to-one meetings, and staff development Oversee the day-to-day running, including appointment management, patient flow, and telephone systems Ensure effective communication between reception, clinical staff, and the wider team Promote excellent customer service and continuous improvement in line with CQC standards Undertake and oversee administrative duties including patient record management, document workflow, and data entry Use EMIS Web and other clinical systems effectively to support service delivery Provide administrative and operational support to the Practice Manager as required
Person Specification
Qualifications Essential
Previous experience working within a GP practice or primary care setting Experience in a supervisory or team leadership role Experience of handling patient queries, complaints, and difficult situations Skills & Knowledge Strong understanding of GP reception processes and patient services Working knowledge of EMIS Web clinical system Excellent communication and interpersonal skills Ability to lead, motivate, and support a team Strong organisational skills with the ability to prioritise workload Ability to manage rotas and respond to changing service demands Good IT skills, including Microsoft Office Personal Qualities Professional, approachable, and empathetic manner Resilient and calm under pressure High level of confidentiality and integrity Proactive and solution-focused
Desirable
Experience managing staff rotas and sickness absence Knowledge of NHS policies, procedures, and CQC standards Experience supporting staff appraisals and performance management
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 Newbury Street Practice
Address Wantage Health Centre
Mably Way
Wantage
Oxfordshire
OX12 9BN
United Kingdom
Employer's website https://newburystreetpractice.co.uk (Opens in a new tab)