Patient Services Manager - Partners in Health

Job summary

Our Patient Service Manager role would suit someone who is passionate about making a positive difference to patients and who wants to develop their leadership and management skills within a supportive healthcare environment. Working with our organisation provides the opportunity to be part of a team that values high-quality patient care, teamwork, respect, professionalism and continuous improvement.

The successful candidate will have the opportunity to make a genuine contribution to the way our reception service operates and to influence the patient experience from their very first point of contact with the organisation. We are committed to supporting our staff to develop their skills, take on new responsibilities and build a rewarding career within the NHS.

For the right person, this is an opportunity not simply to manage a reception team, but to lead, improve and make a meaningful difference to both patients and colleagues every day.

Interviews will be held Monday 14th September.

Main duties of the job

• The supervision and efficiency of the reception team/function across both sites
• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
• Undertake a variety of administrative duties to assist in the smooth running of the Practice
• Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies

Reports to (line manager): Deputy Practice Manager

About us

G DOC LTD is a unique, GP-owned organisation all GP surgeries in Gloucestershire are our shareholders. We operate with a not-for-profit ethos, ensuring every decision and service is focused on improving patient outcomes and reinvesting in local Primary Care across the county.

We directly manage several GP surgeries in Gloucester and the Forest of Dean, providing patient-centred care to more than 45,000 patients. We value continuity of care and practice teams are at the heart of all we do. In addition to our surgeries, we deliver a range of countywide commissioned services designed to improve access, increase capacity, or provide specialist support. Our teams are committed to delivering sustainable, high-quality primary care while fostering innovation and collaboration across the local health system.

By joining us, youll be part of an organisation that puts people first supporting staff wellbeing, professional development, and a collaborative culture. Youll benefit from the stability, support, and career opportunities of a larger organisation, while still working in close-knit, community-focused teams.

Details

• Date posted: 27 August 2026
• Pay scheme: Other
• Salary: £15.90 an hour
• Contract: Permanent
• Working pattern: Part-time
• Reference number: A0782-26-0067
• Job locations: Pavilion Family Doctors, 153A Stroud Road, Gloucester, GL1 5JJ, United Kingdom, St. James Family Doctor, St. James, Quedgeley, GLOUCESTER, GL2 4WD, United Kingdom

Job responsibilities

Duties specific to role

The duties and responsibilities to be undertaken by the Patient Service Manager may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Deputy Practice Manager or Practice Manager/Director, dependent on current and evolving Practice workload and staffing levels:

Management Duties:

• Supervision of the reception team and function as a whole
• Training of new reception team members in line with departmental/Practice policies and procedures, ensuring staff are comfortable and signed off to the appropriate level.
• Monitoring the Practice appointments system and bookings with appropriate training feedback to staff including, managaging the practice DNA rates.
• Monitoring Reception workload (including Tasks) and feeding back to senior management should the workload exceed safe levels.
• Providing support with planning and implementation of the departmental staff rota
• Attend Practice meetings where required
• Any other reasonable duties as necessary
• Reviewing 1:1s with all the Reception team.
• Ensuring appraisals are completed in a time orderly manner

General Duties:

• Opening up/locking-up of Practice premises and maintaining security in accordance with Practice protocols
• Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
• Taking messages and passing on information
• Filing and retrieving paperwork
• Support with the management of online complaints relating to reception
• Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures
• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers via telephone calls, emails, website and text messaging systems
• Providing clerical assistance to Practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
• Ambulance transport bookings
• Deal with general enquiries and complaints

Working conditions

• Frequent, prolonged VDU use
• Time-pressured environment
• High levels of accuracy and attention to detail essential at all times
• Exposure to distressing situations and written material
• Variable working hours by rota in some practices
• Requirement to wear uniform in some practices

Job Description for all G DOC workers

The job description for all G DOC workers also forms part of your job description.

• Ensure outstanding queries are explained and handed over to next shift, as necessary
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter