Company Overview
West Meads Surgery is a progressive GP practice serving approximately 8,000 patients. We are committed to delivering outstanding patient care through innovation, continuous improvement and excellent patient access.
As part of our ongoing development, we are seeking an ambitious and motivated Patient Access Manager to lead and develop our patient access services. This is an exciting opportunity for someone who is ready to take on a true management role with responsibility for operational performance, service improvement and leading change.
Reporting directly to the Practice Manager, you will play a key role in ensuring our patients receive timely, safe and effective access to healthcare while leading our reception and patient access teams through a period of continued transformation.
Overview
This is not a traditional reception management position. We are looking for an individual who can think strategically, lead operational improvements and confidently work alongside senior management and GP Partners to develop and enhance our patient access services.
You will have responsibility for the day-to-day management of our patient access function, including reception services, GP triage processes and digital access systems such as EMMA AI. You will also lead projects that improve efficiency, patient experience and operational performance across the practice.
This role requires someone who is confident analysing performance data, presenting findings and recommendations, implementing new systems and supporting the practice through organisational change.
Duties
- Lead and manage the Patient Access Team, including Reception Leads and Medical Receptionists.
- Oversee the daily operation of GP triage, appointment management and patient access processes.
- Ensure patients receive a professional, efficient and compassionate service across telephone, online and face-to-face channels.
- Monitor the performance of patient access services using key performance indicators and operational data.
- Produce regular reports and performance dashboards for the Practice Manager and GP Partners.
- Analyse trends and identify opportunities to improve patient access, demand management and service efficiency.
- Present reports, improvement proposals and service updates at management and Partners’ meetings.
- Lead the implementation of new systems, technologies and operational processes from initial planning through to successful delivery and embedding within the practice.
- Support the continued development and optimisation of EMMA AI and other digital access platforms.
- Develop, review and implement operational procedures and Standard Operating Procedures (SOPs).
- Manage reception staffing, workforce planning and rota coordination in collaboration with the Reception Leads.
- Lead recruitment, induction, training, appraisal and performance management for the Patient Access Team.
- Investigate patient concerns relating to access and reception services, identifying learning and service improvements.
- Work collaboratively with clinicians and the wider practice team to deliver continuous quality improvement initiatives.
- Deputise for the Practice Manager on operational matters when required.
About You -
We are looking for an experienced, confident and forward-thinking leader who enjoys improving services and developing people.
You will be able to demonstrate:
· Previous management or supervisory experience within healthcare or another customer-focused environment.
· Strong leadership skills with the ability to motivate, coach and develop teams.
· Experience of leading operational or service improvement projects.
· Confidence implementing new systems, processes or technologies from planning through to successful implementation.
· Excellent analytical skills with the ability to interpret data and produce meaningful reports.
· Confidence presenting information, reports and recommendations to senior managers, clinicians or leadership teams.
· Excellent communication, organisational and problem-solving skills.
· The ability to manage competing priorities within a busy operational environment.
· Strong IT skills, including Microsoft Excel and Microsoft Office.
· A proactive, resilient and solution-focused approach to work.
Desirable
· Previous experience within General Practice or Primary Care.
· Knowledge of GP appointment systems and modern patient access models.
· Experience of SystmOne.
· Experience working with digital patient access systems or AI-enabled technology.
· Experience of workforce planning and operational performance management.
· Leadership or management qualification (or willingness to undertake one).
Pay: £31,500.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Free parking
- On-site parking
- Private medical insurance
- Sick pay
Work Location: In person
