Patient Services Manager

Job Advert Skip to main content Cookies on NHS Jobs We've put some small files called cookies on your device to help us make improvements to our site. To improve our site we'd also like to use cookies which will send information to Google Analytics. You can read more about our cookies before you choose. Accept analytics cookies Do not accept analytics cookies Jobs Menu Sign in Create an account English Cymraeg Menu Close menu Search Sign in Create an account Display in Welsh (Cymraeg) Search Sign in Create an account Display in Welsh (Cymraeg) BETA Your feedback will help us to improve this service. The Chislehurst Partnership Patient Services Manager The closing date is 25 November 2026 Apply for this job Job summary 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 impr