Patient Services Manager

The Patient Services Manager provides support to the Practice Manager and works 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 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.

Main duties of the job

The Patient Services Manager leads and supports the Care Navigation Team, ensuring the smooth day-to-day operation of the practice and the delivery of high-quality patient services. Responsibilities include managing staff rotas, recruitment, training, appraisals, absence management, and team development. The role promotes excellent customer care, ensures compliance with practice policies and information governance requirements, and supports continuous service improvement.

The Patient Services Manager oversees patient communications, including feedback, complaints management, online access services, and engagement with the Patient Participation Group (PPG). The role also monitors workload across reception, telephone, and online services, ensuring patient enquiries are handled efficiently and effectively. Working closely with the wider practice team, the Patient Services Manager helps maintain a safe, organised, and patient-focused environment while supporting operational efficiency and accessibility for all patients.

About us

The Care Navigation Team is the first point of contact for

patients at Chislehurst Practice and plays a key role in ensuring the smooth

day-to-day running of the surgery. The team manages patient enquiries,

appointment bookings, online requests, telephone calls, and administrative

tasks while providing excellent customer service.

As Team Lead, the role involves managing and supporting the Care

Navigation Team, including rota management, recruitment, training, appraisals,

absence management, and staff development. The position also oversees patient

feedback, complaints handling, NHS App and online access promotion, and

ensuring practice policies and procedures are followed.

A key part of the role is maintaining high standards of patient

care, improving team performance, reviewing processes to enhance patient

access, supporting the Patient Participation Group, and working closely with

the Practice Management Team to ensure effective service delivery and

continuous improvement across the practice."

Details

Date posted

09 October 2026

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Flexible working

Reference number

A2753-26-0027

Job locations

42 High Street

Chislehurst

Kent

BR7 5AQ

United Kingdom

Job responsibilities

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

Job responsibilities

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

Person Specification

Qualifications

Essential

• Qualifications & Experience
• Educated to GCSE level or equivalent including English and Mathematics.
• Previous experience of managing or supervising a team within a healthcare, customer service, or administrative environment.
• Experience of staff recruitment, training, performance management, and development.
• Experience of managing rotas and staffing levels.
• Experience of handling patient complaints, feedback, and service improvement initiatives.
• Experience of working with confidential information and maintaining information governance standards.
• Proficient in Microsoft Office applications and clinical operating systems.

Desirable

• Management or leadership qualification.
• Experience working in a GP practice, NHS setting, or primary care environment.
• Experience using EMIS Web, Accurx, NHS App administration, or other NHS digital systems.
• Experience working with Patient Participation Groups PPGs.
• Experience leading quality improvement or service redesign projects.

Person Specification

Qualifications

Essential

• Qualifications & Experience
• Educated to GCSE level or equivalent including English and Mathematics.
• Previous experience of managing or supervising a team within a healthcare, customer service, or administrative environment.
• Experience of staff recruitment, training, performance management, and development.
• Experience of managing rotas and staffing levels.
• Experience of handling patient complaints, feedback, and service improvement initiatives.
• Experience of working with confidential information and maintaining information governance standards.
• Proficient in Microsoft Office applications and clinical operating systems.

Desirable

• Management or leadership qualification.
• Experience working in a GP practice, NHS setting, or primary care environment.
• Experience using EMIS Web, Accurx, NHS App administration, or other NHS digital systems.
• Experience working with Patient Participation Groups PPGs.
• Experience leading quality improvement or service redesign projects.

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

The Chislehurst Partnership

Address

42 High Street

Chislehurst

Kent

BR7 5AQ

United Kingdom

Employer's website

https://www.chislehurstpartnership.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

The Chislehurst Partnership

Address

42 High Street

Chislehurst

Kent

BR7 5AQ

United Kingdom

Employer's website

https://www.chislehurstpartnership.nhs.uk/ (Opens in a new tab)

Job responsibilities

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

Qualifications

Essential

• Qualifications & Experience
• Educated to GCSE level or equivalent including English and Mathematics.
• Previous experience of managing or supervising a team within a healthcare, customer service, or administrative environment.
• Experience of staff recruitment, training, performance management, and development.
• Experience of managing rotas and staffing levels.
• Experience of handling patient complaints, feedback, and service improvement initiatives.
• Experience of working with confidential information and maintaining information governance standards.
• Proficient in Microsoft Office applications and clinical operating systems.

Desirable

• Management or leadership qualification.
• Experience working in a GP practice, NHS setting, or primary care environment.
• Experience using EMIS Web, Accurx, NHS App administration, or other NHS digital systems.
• Experience working with Patient Participation Groups PPGs.
• Experience leading quality improvement or service redesign projects.