OVERVIEw
Who we are -
Salus is a GP Federation which was formed by the local GP practices within Northeast Hampshire and Farnham. This includes practices located in Aldershot, Farnborough, Fleet, Farnham & Yateley. We hold several contracts supporting primary care to deliver services on behalf of those practices, helping them work better together and with other healthcare providers leading to improved patient services and developing new ones in response to changes in the Primary Care environment.
We aim to stabilise, sustain, and shape plans for primary care and provide a unified voice for healthcare. The organisation is dedicated to enhancing patient care and improving the health of the local population whilst developing the core of current primary care services to enable a greater provision of proactive, personalised and coordinated health and social care.
Job Summary
The Patient Access Manager is responsible for the operational management of the Reception and Administration teams, ensuring patients can access services efficiently, safely, and in accordance with practice policies, NHS requirements, and contractual obligations.
The post holder will support the Practice Manager in delivering high-quality patient services, managing staff performance, overseeing administrative functions, improving patient access, and ensuring excellent customer service standards throughout the practice.
The Patient Access Manager will lead the day-to-day management of reception and administration staff, oversee patient access systems and administrative workflows, and support the achievement of practice objectives, including Quality and Outcomes Framework (QOF), Enhanced Services, contractual targets, patient recall programmes, and quality improvement initiatives.
The role is instrumental in ensuring the practice provides a responsive, well-organised, patient-centred service while maintaining compliance with NHS, CQC, information governance, and contractual requirements.
The Patient Access Manager will act as the first-line manager for all reception and administrative staff and will work closely with the Practice Manager to drive service improvement, patient satisfaction, and practice performance.
Roles & Responsibilities
Leadership and Staff Management
- Line manage all Reception and Administrative staff.
- Conduct probation reviews, regular one-to-one meetings and annual appraisals.
- Monitor staff performance, attendance, conduct and wellbeing.
- Identify training needs and support staff development.
- Support recruitment, induction and onboarding of new staff.
- Develop and maintain staff rotas to ensure adequate operational cover.
- Lead team meetings and communicate practice updates effectively.
- Manage day-to-day staffing issues and escalate concerns to the Practice Manager where appropriate.
- Support the development of a positive, patient-focused team culture.
Patient Access and Service Delivery
- Oversee appointment booking systems to maximise capacity and patient access.
- Ensure patients are directed to the most appropriate clinician or service.
- Monitor appointment availability and identify opportunities for improvement.
- Support implementation of access improvement initiatives.
- Monitor online consultation systems and patient enquiries.
- Analyse patient demand and service pressures and report findings to the Practice Manager.
- Work closely with clinical teams to optimise appointment utilisation and capacity.
- Support compliance with NHS access requirements and contractual standards.
Reception Management
- Ensure a professional, efficient and patient-centred reception service.
- Monitor reception performance and service standards.
- Support staff in managing difficult conversations and challenging situations.
- Deal with patient concerns and service complaints at an early stage.
- Ensure confidentiality, safeguarding and information governance standards are maintained at all times.
- Promote excellent customer service and patient experience.
Administration Management
- Oversee the daily operation of all administrative functions.
- Monitor workflow management and task completion.
- Ensure incoming correspondence is processed accurately and promptly.
- Monitor referral management processes and administrative pathways.
- Ensure patient recalls, invitations and communications are completed within agreed timescales.
- Identify and implement process improvements to enhance efficiency.
- Ensure administrative standards support safe patient care.
Quality and Outcomes Framework (QOF) and Enhanced Services
- Support the delivery of Quality and Outcomes Framework (QOF), Enhanced Services and contractual performance requirements.
- Monitor achievement against QOF indicators and identify areas requiring intervention.
- Work with clinical and administrative teams to ensure recalls, invitations and reviews are completed within required timescales.
- Oversee patient recall programmes and ensure accurate coding and recording of activity.
- Produce performance reports for the Practice Manager and clinical team.
- Support the identification and resolution of coding and data quality issues that may impact practice performance.
- Ensure effective administrative systems are in place to maximise achievement of practice targets and quality standards.
Patient Experience and Complaints
- Investigate and resolve routine patient complaints and concerns.
- Support complaint investigations and the implementation of learning outcomes.
- Monitor themes and trends from patient feedback.
- Recommend and implement service improvements.
- Promote a culture of continuous improvement and excellent patient care.
Quality, Compliance and Governance
- Ensure compliance with NHS contractual requirements, CQC standards and practice policies.
- Support the Practice Manager in maintaining and reviewing operational policies and procedures.
- Ensure adherence to confidentiality, information governance, safeguarding and data protection requirements.
- Participate in audits, quality improvement projects and service reviews.
- Support business continuity and resilience planning.
IT and Systems
- Support the effective use of clinical and administrative systems.
- Monitor utilisation of appointment management, telephony and online consultation platforms.
- Assist with staff training on systems and operational processes.
- Work with suppliers and system providers to resolve issues and improve functionality.
- Identify opportunities for digital improvements that enhance patient access and operational efficiency.
Financial and Resource Management
- Support efficient use of practice resources.
- Monitor administrative and reception staffing requirements.
- Contribute to workforce planning.
- Promote cost-effective and efficient working practices.
- Support the Practice Manager with service planning and operational budgeting where required.
Communication and Working Relationships
The post holder will work closely with:
- GP Federation
- Practice Manager
- Salaried GPs
- Nursing Team
- Reception Team
- Administration Team
- PCN Staff
- Community Services
- Secondary Care Providers
- Integrated Care Board (ICB)
- Patients and Carers
Key Performance Indicators (KPIs)
The Patient Access Manager will contribute towards:
- Improved patient access and appointment utilisation.
- Achievement of QOF and Enhanced Service targets.
- Effective patient recall management.
- Reduction in administrative backlogs.
- Timely processing of correspondence and referrals.
- Improved patient satisfaction and experience.
- Effective management of reception and administration teams.
- Reduction in complaints relating to access and administration.
- Compliance with practice policies and governance requirements.
General
This job description is intended to outline the main duties and responsibilities of the post and is not an exhaustive list. The post holder may be required to undertake other duties appropriate to the role, as reasonably requested by the Practice Manager and managing organisation.
The duties of the post may be reviewed and amended in consultation with the post holder to reflect the changing needs of the practice and developments within primary care.
SKILLS & EXPERIENCE
Essential Criteria
Qualifications
· GCSE Grade C/4 or above (or equivalent) in English and Mathematics.
· Evidence of management training or willingness to undertake further development.
Experience
· Experience of managing and leading staff.
· Experience working within an administrative, customer service or healthcare environment.
· Experience managing competing priorities and workloads.
· Experience handling complaints and resolving customer or patient concerns.
· Experience implementing and monitoring operational processes.
Knowledge
· Understanding of confidentiality, GDPR and information governance.
· Understanding of patient-centred service delivery.
· Understanding of QOF, patient recall systems and performance monitoring.
· Understanding of NHS operational standards and service delivery.
Skills
· Excellent communication and interpersonal skills.
· Strong organisational and time management skills.
· Ability to lead, motivate and develop staff.
· Effective problem-solving and decision-making skills.
· Strong IT and reporting skills.
· Ability to manage difficult situations professionally and sensitively.
Desirable Criteria
Qualifications
· Leadership or Management Qualification (e.g. ILM Level 3/5 or equivalent).
Experience
· Experience working in General Practice, Primary Care or an NHS setting.
· Experience managing reception and administration teams within healthcare.
· Experience of QOF, Enhanced Services and patient recall programmes.
· Experience investigating complaints and implementing service improvements.
· Experience using workforce management and rota systems.
Knowledge
· Knowledge of General Practice contracts and NHS primary care services.
· Knowledge of QOF, Enhanced Services, IIF and practice performance monitoring.
· Knowledge of CQC standards and regulatory requirements.
· Knowledge of EMIS Web, Docman, Accurx, eRS and other primary care systems.
Skills and Attributes
· Ability to analyse performance data and produce management reports.
· Ability to develop and improve administrative processes.
· Strong leadership skills with a coaching and mentoring approach.
· Ability to manage change and service transformation.
· Commitment to high-quality patient care and continuous improvement.
Pay: £32,125.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
Application question(s):
- Evidence of Management training or willingness to undertake further development
Education:
- GCSE or equivalent (required)
Language:
Work authorisation:
- United Kingdom (required)
Work Location: In person
