Patient Services Manager

Patient Services Manager Join to apply for the Patient Services Manager role at NHS. Job Summary Act as the line manager for the Reception team, overseeing staff schedules, authorising overtime and leave, ensuring the effective allocation of team resources and being the manager for the practice complaints. The role requires a strategic outlook on planning, delivery, and continuous development of patient services, with a focus on enhancing existing processes and introducing new initiatives to maintain high standards of quality and efficiency. You will also work closely with the management team to coordinate, plan, and deliver new projects and service improvements in line with the organisations policies and objectives. Hours 8:00 – 18:00, Monday, Tuesday, Thursday and Friday. Includes a 30‑minute break on three of the days and a 1‑hour break on one of the days. Main Duties Ensure the effective and efficient day‑to‑day operation of the reception team within the organisation, across both sites. Play an active role as part of the leadership team, promoting a culture of continuous improvement and professional development. Act as the primary point of contact for all complaints. Maintain a safe and secure environment for all patients, visitors, and staff members. About Us Manor Medical Practice is a friendly, supportive, and forward‑thinking GP surgery based in the city of Bradford. We care for a growing list of over 11,000 patients across two sites in Girlington and Allerton. Led by three GP Partners and supported by salaried GPs, GP Registrars, and a multidisciplinary team including nurses, HCAs, pharmacists, and more. We offer a full range of primary care services, including chronic disease management, minor surgery, family planning, maternity care, immunisations, and health screening. Manor Medical Practice is committed to promoting equality of opportunity, diversity, and inclusion. We welcome applications from all suitably qualified individuals and are an equal opportunities employer. Job Responsibilities Oversee the administration, prescription administration, and support operations of the practice, ensuring staff fulfil their core responsibilities. Monitor clinic operations daily to ensure capacity is used efficiently. Line‑manage the reception team, supporting staff development, providing guidance and direction, and ensuring all mandatory and relevant training (e.g. GPM courses) is up-to-date. Promote a positive work environment by engaging with the reception team and supporting the physical, mental, and emotional well‑being of all staff members. Assist the Deputy Practice Manager with the recruitment, induction, and management of new reception staff. Conduct receptionist appraisals as required, in collaboration with the Deputy Practice Manager. Prepare and distribute reception staff rotas in a timely manner. Review and update administrative and reception policies and procedures as required. Develop, implement, and embed efficient office processes and procedures. Provide initial guidance and advice to patients wishing to make a complaint. Oversee and manage all complaints received by the practice, working alongside the complaints lead. Support the Deputy Practice Manager with the management of locum and student clinics. Lead on care home prescription issues and ordering via online systems. Support the practice in all aspects of the online patient access software. Actively encourage and promote the use of patient online services. Work collaboratively with the leadership team to support continuous improvement and change initiatives. Log in to and check NHSmail daily, remaining logged in throughout the day for urgent matters. Manage outgoing mail as required. Communicate any job‑related queries to the line manager promptly. Be aware of and comply with the practise safeguarding procedures for children and adults, reporting concerns to the appropriate clinician when necessary. Provide general administrative support to clinical staff as requested. Undertake additional duties as requested by the Deputy Practice Manager or Practice Manager. Attend practice, team, and other relevant meetings as required. Work effectively as part of a team. Experience – Essential Experience of working with the general public. Experience of administrative duties. Experience of working with SystmOne. Experience of leading/managing a team. Qualifications – Essential Educated to A Level/equivalent or higher, or with relevant experience. GCSE English (C or above) and at least 3 others. Desirable Qualifications Leadership and/or management qualification. Skills – Essential Excellent communication skills (written and oral). Strong IT skills. Clear, polite telephone manner. Competent in the use of Office and Outlook. Effective time management (planning and organising). Ability to work as a team member and autonomously. Good interpersonal skills. Problem solving and analytical skills. Ability to follow policy and procedure. Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and will require a submission for Disclosure to the Disclosure and Barring Service to check for any previous criminal convictions. Employer Details Manor Medical Practice195 Girlington Road, Girlington, Bradford, BD8 9PBAllerton Health Centre, Bell Dean Road, Allerton, Bradford, West Yorkshire, BD15 7WA Salary and Contract Salary: Depending on experience.Contract: Permanent.Working pattern: Full‑time. Reference Number A1399-25-0021 #J-18808-Ljbffr