This job is now closed
Job Description
- Req#: A3937-25-0001?language=en&page=203&sort=publicationDateDesc
- Manage the patient appointment and triage booking systems
- Handle patient registrations, amendments, and deductions
- Act as first point of contact for on-the-spot patient complaints
- Lead, manage, and develop the Patient Services Team, including inductions, rotas, HR record-keeping, and performance management
- Oversee patient communication channels, including Accurx, telephone systems, and reception services
- Work within the team to identify improvements and provide support
- Ensure IT systems and practice processes run efficiently and effectively
- Liaise with BCU Estates and other external agencies regarding building and operational issues
- Promote and uphold confidentiality, equality, and health & safety standards
- GCSE grade A to C in English and Maths
- At least 2 years experience of working within a Reception team or management responsibilities in a health care or customer services facing role.
- Some HR experience
- Excellent IT skills
- Care and compassion
- Excellent organisational and multi-tasking skills
- Experience of working in a GP practice
- Experience of managing a team
- Experience of prescription management
- Ability to speak Welsh (desirable not essential)
- GCSE grade A to C in English and Maths
- At least 2 years experience of working within a Reception team or management responsibilities in a health care or customer services facing role.
- Some HR experience
- Excellent IT skills
- Care and compassion
- Excellent organisational and multi-tasking skills
- Experience of working in a GP practice
- Experience of managing a team
- Experience of prescription management
- Ability to speak Welsh (desirable not essential)
Job summary
We are looking for a Patient Services Manager to join our team. This is a new role which has become necessary due to increases in demand on our services and increases in patient numbers.
You would be responsible for all non-clinical patient-facing processes. We are looking for someone to oversee the Patient Services (Reception) Team. Act as first point of contact for patient queries and on the spot complaints.
About You:
Experience managing teams in a healthcare or customer service environment
Excellent interpersonal and communication skills
Strong organisational and IT skills, with experience using clinical systems (desirable)
Ability to handle sensitive information with discretion
A proactive problem-solver, able to work calmly under pressure
Experience of dealing with medication requests (desirable)
Committed to personal development and supporting team growth
Main duties of the job
Key Responsibilities:
About us
We are a friendly forward thinking practice in Rhosllanerchrugog, 10 minutes drive from Wrexham and 25 minutes from Oswestry and Chester. We are a supportive and inclusive employer and we strive to provide the very best in patient care. We have 3 GP Partners and 1 managing Partner, 4 salaried GP's, 2 Nurses, 1 HCA & Phlebotomist, a Deputy Practice manager and 10 reception/admin staff. We are housed in Health board owned building which has the advantage of sharing the building with Health Visitors, District Nurse and Physio's, ensuring excellent communication between services resulting in improved patient journeys.
You will benefit from access to the NHS pension, on-site parking, competitive salary and being part of a team that really cares and strives to make a difference.
Date posted
01 May 2025
Pay scheme
Other
Salary
Depending on experience £28,000 to £32,000 FTE based on experience
Contract
Permanent
Working pattern
Full-time
Reference number
A3937-25-0001
Job locations
The Health Centre
Rhosllanerchrugog
Wrexham
LL14 1AA
Job descriptionJob description
Job responsibilities
Job Responsibilities:
Patient services
Manage the appointment system, including monitoring appointment availability, ensuring appropriate booking of patients onto triage and into pre-bookable appointments
Maintain computerised appointments system accurately, performing ad hoc changes as requested by partners or Practice Manager
Act as first point of contact for on-the-spot patient complaints in accordance with Practice Complaints Procedure escalating to Practice Manager as necessary
Manage all patient registrations (including physical records), amendments and deductions liaising with the Shared Services Partnership Patient Registration Team as necessary. Ensure patient details are recorded accurately in the clinical system.
Deal with all internal and external queries regarding patient registrations, maintaining accurate knowledge of Practice boundary
Monitor workflow tasks of team members, ensuring tasks are dealt with in a timely manner
Ensure patient contacts received via Accurx are managed in line with Practice policy
Ensure correct and efficient management of medication requests
Staff ManagementProvide line management and leadership for Patient Services Team
Provide induction training and performance management for all team members
Ensure Practice policies are followed by all team members
Maintain accurate HR records for all team members
Set up and maintain Patient Services Team staff rotas
Liaise with Practice Manager concerning staffing and organisation of work
Liaise with other members of the primary health care team, outside agencies as required
Information Technology
Have full understanding of all aspects of clinical system relating to area of responsibility e.g. appointments, registrations
Have a working knowledge of all software and hardware used within the Practice
BuildingUnderstand security systems, including security alarms & CCTV
Perform fire warden duties as part of the fire warden team
Act as Practice liaison point with BCU Estates regarding any building issues
InformationEnsure communication systems are running smoothly, and that clinical staff and Patient Services Team are kept fully informed of changes in procedures
Produce and maintain Patient Services Team Procedures manual
Manage paperwork systems including post - internal and external
Job responsibilities
Job Responsibilities:
Patient services
Manage the appointment system, including monitoring appointment availability, ensuring appropriate booking of patients onto triage and into pre-bookable appointments
Maintain computerised appointments system accurately, performing ad hoc changes as requested by partners or Practice Manager
Act as first point of contact for on-the-spot patient complaints in accordance with Practice Complaints Procedure escalating to Practice Manager as necessary
Manage all patient registrations (including physical records), amendments and deductions liaising with the Shared Services Partnership Patient Registration Team as necessary. Ensure patient details are recorded accurately in the clinical system.
Deal with all internal and external queries regarding patient registrations, maintaining accurate knowledge of Practice boundary
Monitor workflow tasks of team members, ensuring tasks are dealt with in a timely manner
Ensure patient contacts received via Accurx are managed in line with Practice policy
Ensure correct and efficient management of medication requests
Staff ManagementProvide line management and leadership for Patient Services Team
Provide induction training and performance management for all team members
Ensure Practice policies are followed by all team members
Maintain accurate HR records for all team members
Set up and maintain Patient Services Team staff rotas
Liaise with Practice Manager concerning staffing and organisation of work
Liaise with other members of the primary health care team, outside agencies as required
Information Technology
Have full understanding of all aspects of clinical system relating to area of responsibility e.g. appointments, registrations
Have a working knowledge of all software and hardware used within the Practice
BuildingUnderstand security systems, including security alarms & CCTV
Perform fire warden duties as part of the fire warden team
Act as Practice liaison point with BCU Estates regarding any building issues
InformationEnsure communication systems are running smoothly, and that clinical staff and Patient Services Team are kept fully informed of changes in procedures
Produce and maintain Patient Services Team Procedures manual
Manage paperwork systems including post - internal and external
Person SpecificationPerson Specification
Qualifications
Essential
Experience
Essential
Desirable
Qualifications
Essential
Experience
Essential
Desirable
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Beech Avenue Practice
Address
The Health Centre
Rhosllanerchrugog
Wrexham
LL14 1AA
Employer's website
Employer details
Employer name
Beech Avenue Practice
Address
The Health Centre
Rhosllanerchrugog
Wrexham
LL14 1AA
Employer's website
About the company
National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.