Patient Services Managers

We are looking for 2 highly motivated,professional individuals to be responsible for the efficient management and direction of the Patient Services Team, ensuring all administrative/reception duties are performed effectively and to the required standard, meeting the objectives of the practice.

Interviews are planned for AM on 2nd, 3rd or 4th February 2026.

You will work closely together but onerole will have a focus on the Administration teams, while the other role willfocus on the Patient Care Co-ordinators (reception) team.

The Patient Services Managers will also be responsible for management and oversight of Patient Engagement including managing the complaints process from patient liaison to ensuring that learning is fed back to the relevant teams, and monitoring complaint trends to feedback to the senior practice managers.

Youwill also support the management team in promoting ED&I, SHEF, quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development and carry out other duties as directed bythe senior management team.

If you have what it takes for these challenging roles and would enjoy the rewards they can bring, we would love tohear from you.

Flansham Park Health Centre is atraining Practice with 4 dedicated GP Partners and 4 Salaried GP's and 2

Retained GPs, supported by a team of highly professional clinical andnon-clinical staff to provide the highest possible standard of care to over
13,200 patients.

Applicants who are patients of Flansham Park Health Centre:

Flansham Park Health Cent reconsiders that employing staff who are patients of the practice has significant disadvantages both to the patient and to the practice. Please note therefore that ifyour application is successful, you will be required to register elsewhere.

Please note that should this vacancy attract sufficient interest it may be necessary to close the vacancy at an earlier date. We therefore suggest that you apply atan early stage to avoid disappointment.

The Patient Services Manager(s) is/are responsible for:

• Overseeing the practices administration teams or patient care coordinator (reception) teams, ensuring staff achieve their primary responsibilities.
• Line managing all administration team or patient care coordinator (reception) team members, supporting staff development, providing guidance and direction,ensuring staff are up to date with mandatory training.
• Completing staff appraisals for members of the administration teams or patient care coordinator (reception) team.
• Identifying and delivering team training where required and appropriate.
• Compiling staff rotasfor members of the administration teams or patient care coordinator (reception) team.
• Completing back towork interviews
• Coordinating the provision of administration team or patient care coordinator (reception) team staff ensuring sufficient cover is providedfor periods of leave and other staff absences.
• Ensuring all newstaff have a specific and tailored induction plan to meet individual and practice requirements.
• Undertake recruitment of administration staff or patient care coordinator (reception) team.
• Ensure processes and procedures for the administration teams are CQC compliant, and ensure suitable audit to ensure compliance.
• Be the first line indealing with patient complaints, escalating them to other relevant line managers, senior managers and/or Partners as appropriate.
• Maintain a register of complaints, ensure feedback is made to relevant teams and provide feedback to senior practice management regarding complaint trends.
• Processing overtime and signing off monthly.
• Maintain and monitor patient communication systems, i.e. website, social media, newsletters.
• Management of patient feedback through processes such as Friends and Family, and practice specific,questionnaires.

In addition to the primary responsibilities, the Patient Services Manager(s) maybe requested to:

• Co-ordinate and produce meeting/lunch & learn agendas and record the minutes of meetings,upload to Team Net. Ensure all staff haveread, acknowledged and understood the minutes.
• Champion continuous improvement, encouraging staff to…