Patient Services Manager
| Company: | NHS Jobs |
|---|---|
| Salary: | Negotiable |
| Hours: | Full-time |
| Location: | Kent, BR7 5AQ |
| Job type: | Permanent |
| Posting date: | 7 Nov 2026 |
| Closing date: | 25 Nov 2026 |
Summary
JOB DESCRIPTION JOB TITLE: Patient Services Manager (PSM) SALARY: Depending on experience HOURS: 37.5 hours per week, Monday to Friday About us The Chislehurst Partnership is a forward-thinking GP practice formed through the merger of The Woodlands Practice and Chislehurst Medical Practice. We provide high-quality, person-centred care to approximately 24,000 patients across three sites in the heart of Chislehurst. We are committed to delivering excellent patient care through innovation, collaboration, and continuous improvement. Our multidisciplinary team, including GPs, GP Registrars, Mental Health Practitioners, Nurses, Healthcare Assistants, Social Prescribing Link Workers, First Contact Physiotherapists, and Physician Associates, work together to support the health and wellbeing of our local population while fostering a positive, inclusive, and supportive working environment for staff. Job Summary To provide support to the Practice Manager and work with the management team across a range of duties relating to the patient experience. To lead a team of 30 Care Navigators across both sites with the support of a Lead Care Navigator. This role is supported by 2 Patient Services Assistants who work collaboratively with the PSM to deliver our outstanding patient service. The main purpose of this role is to ensure excellent communication within the team and to patients, an efficient and organised service provision and support the practice with improvements. The PSM will lead the team to deliver a professional and helpful service and to provide excellent communication between patients, doctors and the wider team. The PSM will also need to be responsive to practice policies, priorities and the changing needs of the service and adapt the workload as required. To act as a role model, demonstrating and promoting the standards expected by the partnership and creating the energy and enthusiasm for the service. Confidently managing a large team of staff, supporting staff development, providing guidance and direction. Act as a focal point for communication, advising on methods of communication and best practice. Responsibilities of the post General Work as a flexible member of the team to ensure the smooth running of the practice, providing support to other team members when necessary Lead the patient facing team with a positive attitude and a friendly and helpful service delivery Promoting and modelling the highest standards of customer care for all patients Provide support to Care Navigators and other team members to assist them in their role Attend training courses and meetings as and when required Undertake any other tasks commensurate with the role Care Navigation team Management of the Care Navigator team Managing rotas to ensure adequate staffing levels are maintained and arranging cover when needed. Organise and facilitate staff appraisals, 1-1s and probation review meetings Absence management including return to work meetings Training and development assessment and completion Assist with recruitment Training and mentoring new staff Lead and support the teams Facilitate communication with the teams regularly Update teams with system changes and general feedback or information relevant to the role Practice Policies Assist the practice management team with preparing new practice policies & protocols where appropriate and ensure teams receive refresher training when required Ensure all Practice Protocols are understood and adhered to within the Care Navigation team Patient Communication Patient feedback Respond to patient & record comments Share with relevant teams as learning / improvements Patient engagement monitoring review team service provision and feedback to the team/individuals Oversee FFT submission Work alongside the Patient Participation Group (PPG) and attend meetings Patient online access / NHS app Support team promoting online services Review access processes to enable the easiest pathway for patients -Patient Complaints Ensure practice policy for complaints management is completed in a timely manner Record and manage all complaints & responses Lead on quarterly complaints review meetings with the complaints lead Partners Submit annual Ko41b return Share with the Care Navigation team any learnings from complaints relevant to their role Highlight to the Practice Manager any complaints relating to other team members Implement agreed changes from complaints Care Navigation Administration Ensure all duties and tasks are completed by the team each day Oversee daily management of submitted online requests Ensure all staff have competence to handle any administrative or patient tasks Oversee delegation of general housekeeping duties Make sure the working environments are tidy, information governance compliant, safe and minimising waste where possible Ensure the team operate within practice policies with particular attention to patient confidentiality and information security measures Oversee significant events which relate to the Care Navigation team Work with the team to support development of effective processes and ensure the operational day is supported by the team. Ensure the Care Navigation team monitor the tidiness of the premises and practice notice boards displaying relevant and up to date information for patients. Maintaining sufficient stock of paperwork at reception area Monitor effectiveness of systems and report any problems or variations as required Observe and manage the volume of telephone calls, online enquires and the number of patients in the reception area. Services Promotion Review accessibility for all patients physically in the practice as well as through IT / telephone systems