Location: Barnstaple
Salary: Competitive, dependent on experience
Hours: Full-time (37.5 hours per week)
Contract: Permanent
About Us
We are a well-established, patient-focused GP practice serving approximately 19,500 patients in North Devon. We are committed to delivering high-quality, accessible primary care services and creating a positive experience for both patients and staff.
We are seeking an experienced and proactive Patient Services & Operations Manager to lead our patient-facing services and reception team, ensuring the delivery of efficient, compassionate and responsive services.
As a key member of the senior management team, you will oversee the day-to-day operation of patient services, manage a large front-line team and drive improvements in patient access, service delivery and workforce performance.
Job Purpose
The Patient Services & Operations Manager is responsible for the operational leadership of all patient-facing administrative services, including reception, care navigation and patient services functions.
The postholder will ensure the smooth day-to-day running of services, lead and develop staff, promote excellent patient experience and support the achievement of practice objectives through effective operational management.
The role requires a proactive and solution-focused leader who can resolve operational issues independently, drive continuous improvement and foster a high-performing team culture.
Key Responsibilities
Leadership & Team Management
- Lead, manage and develop the reception team.
- Promote a positive, inclusive and patient-centred culture.
- Provide day-to-day leadership and support to reception and patient services staff.
- Conduct appraisals, supervision meetings and performance reviews.
- Manage attendance, annual leave, sickness absence and staff wellbeing.
- Address performance concerns in line with practice policies and procedures.
- Identify training and development needs within the team.
- Support succession planning and talent development.
Operational Management
- Oversee the day-to-day operation of reception and patient services functions.
- Ensure effective management of appointment systems, patient access and telephony services.
- Monitor demand and capacity within patient services and recommend improvements.
- Lead operational planning and service delivery initiatives.
- Resolve operational issues and service disruptions promptly and effectively.
- Ensure appropriate staffing levels and rota management.
- Support implementation of new systems, processes and service improvements.
- Act as the operational lead for front-line administrative services.
Patient Access & Experience
- Lead initiatives to improve patient access and patient experience.
- Ensure patients receive a professional, efficient and compassionate service.
- Monitor patient feedback and identify opportunities for improvement.
- Manage first-stage complaints and service recovery processes.
- Support the implementation of reasonable adjustments and accessibility requirements.
- Promote equality, diversity and inclusion within service delivery.
Workforce & HR Responsibilities
- Support recruitment, onboarding and induction of patient services staff.
- Manage employee relations matters within the patient services team.
- Conduct return-to-work interviews and attendance reviews.
- Support workforce planning within patient-facing services.
- Promote staff engagement, wellbeing and retention.
Service Improvement
- Review and improve administrative workflows and operational processes.
- Support implementation of digital transformation initiatives.
- Use data and performance indicators to identify improvement opportunities.
- Contribute to practice objectives and operational planning.
- Work collaboratively with the Practice Manager, Governance & Compliance Lead and Finance Lead to support delivery of organisational goals.
Professional Responsibilities
- Maintain confidentiality and comply with GDPR and Information Governance requirements.
- Adhere to practice policies and procedures.
- Undertake training and professional development as required.
- Participate in management meetings and contribute to strategic discussions.
Person Specification
Essential
- Significant management experience within a customer-facing or operational environment.
- Experience managing large teams.
- Strong leadership and people management skills.
- Experience of recruitment, induction, appraisal and performance management.
- Excellent organisational and communication skills.
- Ability to manage competing priorities and work under pressure.
- Strong problem-solving and decision-making skills.
- Commitment to high standards of patient care and customer service.
- Ability to build effective relationships with staff and stakeholders.
Desirable
- Experience within primary care, healthcare or NHS settings.
- Understanding of GP practice operations and patient access requirements.
- Knowledge of employment law and HR best practice.
- Experience of managing complaints and patient feedback.
- Familiarity with EMIS, SystmOne or similar clinical systems.
- Leadership or management qualification.
Reporting Relationships
Reports to: Practice Manager
Direct Reports: Receptionists, Care Navigators and Patient Services Team
Works Closely With: Governance & Compliance Lead, Finance Lead, Practice Business Support Officer, Clinical Leads and GP Partners
Pay: £33,240.00-£37,150.00 per year
Work Location: In person
