Patient Access ManagerNHS

Job summary

West Meads Surgery is a progressive GP practice serving approximately 8,000 patients. We are committed to delivering outstanding patient care through innovation, continuous improvement and excellent patient access.

As part of our ongoing development, we are seeking an ambitious and motivated Patient Access Manager to lead and develop our patient access services. This is an exciting opportunity for someone who is ready to take on a true management role with responsibility for operational performance, service improvement and leading change.

Reporting directly to the Practice Manager, you will play a key role in ensuring our patients receive timely, safe and effective access to healthcare while leading our reception and patient access teams through a period of continued transformation.

This is not a traditional reception management position. We are looking for an individual who can think strategically, lead operational improvements and confidently work alongside senior management and GP Partners to develop and enhance our patient access services.

You will have responsibility for the day-to-day management of our patient access function, including reception services, GP triage processes and digital access systems such as EMMA AI. You will also lead projects that improve efficiency, patient experience and operational performance across the practice.

Main duties of the job

Lead and manage the Patient Access Team including Reception Leads and Medical Receptionists

Oversee the daily operation of GP triage appointment management and patient access processes

Ensure patients receive a professional efficient and compassionate service across telephone online and face to face channels

Monitor the performance of patient access services using key performance indicators and operational data

Produce regular reports and performance dashboards for the Practice Manager and GP Partners

Analyse trends and identify opportunities to improve patient access demand management and service efficiency

Present reports improvement proposals and service updates at management and Partners meetings

Lead the implementation of new systems technologies and operational processes from initial planning through to successful delivery and embedding within the practice

Develop review and implement operational procedures and standard operating procedures

Manage reception staffing workforce planning and rota coordination in collaboration with the Reception Leads

Lead recruitment induction training appraisal and performance management for the Reception Team

Investigate patient concerns relating to access and reception services identifying learning and service improvements

Deputise for the Practice Manager on operational matters when required

Job description

Oversee the daily operation of GP triage appointment management and patient access processes

Ensure patients receive a professional efficient and compassionate service across telephone online and face to face channels

Monitor the performance of patient access services using key performance indicators and operational data

Produce regular reports and performance dashboards for the Practice Manager and GP Partners

Analyse trends and identify opportunities to improve patient access demand management and service efficiency

Present reports improvement proposals and service updates at management and Partners meetings

Lead the implementation of new systems technologies and operational processes from initial planning through to successful delivery and embedding within the practice

Develop review and implement operational procedures and standard operating procedures

Lead and manage the Patient Access Team including Reception Leads and Medical Receptionists

Manage reception staffing workforce planning and rota coordination in collaboration with the Reception Leads

Lead recruitment induction training appraisal and performance management for the Reception Team

Investigate patient concerns relating to access and reception services identifying learning and service improvements

Deputise for the Practice Manager on operational matters when required

About us

West Meads Surgery is a progressive and forward-thinking GP practice.We believe in creating a supportive, inclusive and collaborative working environment where everyone's contribution is valued. We encourage innovation, empower our teams to take ownership of their work and actively support professional development and career progression.

As a practice, we embrace new technologies and modern ways of working. From digital patient access solutions and AI-assisted technology to service redesign and quality improvement projects, we are committed to continually enhancing the patient experience while ensuring our teams have the tools and support they need to succeed.

This is an exciting time to join West Meads Surgery. We are looking for individuals who are motivated, adaptable and passionate about making a real difference. We value people who enjoy solving problems, leading change and working collaboratively to improve services for our patients.

Why Join Us?

• A welcoming and supportive team with a positive working culture.
• Opportunities to lead and contribute to meaningful service improvement projects.
• A practice that embraces innovation and encourages new ideas.
• Ongoing professional development and leadership opportunities.
• NHS Pension Scheme.
• Generous annual leave entitlement.
• Free on-site parking.
• Regular staff wellbeing initiatives and social events.
• The opportunity to help shape the future of patient access within a modern and ambitious GP practice.