Job Description

Job Overview

Modality Partnership Mid Sussex Division, have a full time vacancy for a Patient Services Manager. The postholder will work at The Ship Street Surgery as part of a wider management team across Modality Mid Sussex Division to help drive forwards the Division to continue to deliver excellent patient services. We are seeking a dedicated postholder to join our team who can display our CARE values: Commitment, Accountability, Respect and Excellence.

This job is suitable for individuals who are good communicators, well-organised, have excellent leadership and management skills to drive the day to day running of the practice to ensure our patients have a positive experience.

As an employee with us you can benefit from:

Enrolment to the NHS pension scheme
Annual leave minimum 27 days, plus 8 days bank holiday pro rata
Employee discounts and benefits scheme
Employee assistance programme (EAP)
Education and career pathways
Enhanced Family friendly policies
Flexible working
Wellbeing support and initiative

If you want to learn more, please read on

Main duties of the job

The role is an all-rounded, leadership and management role; we are seeking individuals to join our team who are caring, compassionate and confident, who demonstrate effective communication, , IT skills, and the ability to support our staff and partners with all aspects of site management which will include responsibilities for: staff management, rota management, payroll and expenses, meetings, dealing with patients, CQC compliance, supporting the implementation of key policies and projects. As a PSM you will benefit from the Modality group central team support who assist our sites with finance, strategy, recruitment and onboarding, patient complaints and HR.

The role is not your regular 9am-5pm job and is not a pure management role; the job requires innovation, flexibility, and commitment and the postholder will be required to work resourcefully as part of the team to ensure tasks are completed.

Overview of your organisation

We are one of the largest GP super-partnerships in the UK, serving over 450,000 patients and with a workforce of 1500+. We are unique, we are always looking at ways to improve our delivery of services through the implementation of new and innovative solutions that we can scale across the organisation. Your job is to work directly with key stakeholders (Divisional mangers, GP Partners, Divisional Board) to help us to harmonise ways of working and improve working practices to improve patient and staff satisfaction. Most management roles focus on a specific area of responsibility, this is a role that will also equip you with a portfolio of staff management, change management and leadership skills associated with the requirements of working within Primary Care, to make sustainable changes.

All employees are welcomed to enrol in our employee benefits scheme and NHS pension scheme. We are committed to developing our people through education and career pathways and who align to our organisational values of CARE.

Modality Partnership is an Equal Opportunities Employer and is committed to ensuring equal employment opportunities for all our potential applicants in line with the Equality Act, 2010.

To support the Practice Manager in the day-to-day running of the Practice.

To ensure the Practice is set up ready for service each day.

To ensure the Patient Services team supports the day-to-day running of the Practice.

To work with delegated responsibility within the Practice to maintain the area in keeping with the aspirations of Modality and ensure an efficient and quality service is always provided to patients and other service users.

The post holder will be expert in relation to Patient Services protocols, policies and procedures.

To act as the first point of contact for patient feedback and complaints, resolving them informally where possible and escalating where necessary.

To act as first point of contact to manage the Practice building and ensure compliance with relevant legislation.

To manage the delivery of Practice clinical services, including effective management of appointments and clinics.

2. Key Duties & Responsibilities:

To support the management of the day-to-day Patient Services team, ensuring all resources are available and deployed as required.

To undertake appraisals and staff 1-2-1s.

To ensure all CQC policies are implemented and fully complied to within Practice and that staff are fully trained and knowledgeable in relation to their requirements.

To provide patient services, including greeting patients and visitors.

To support the Practice Manager, with delegated responsibility in their absence, in ensuring cover is available in times of sickness, annual leave or in other emergencies, and helping to manage the rota.

To ensure payroll details for the Practice team are completed accurately and submitted in a timely manner.

To be responsible for smartcard administration and local IT.

To participate and provide induction and training to the Practice team when required.

To ensure shared learning from individually attended training sessions is cascaded to all members of the Practice team.

To ensure information/communications are shared with the Practice team in a timely manner.

To support the Practice team with resolving patient issues and ensuring a satisfactory outcome.

To ensure that information in Practice is up to date and available in formats suitable for all patients, including information regarding services and how to make a complaint.

To manage annual leave requests and monitor attendance for Practice staff.

To report any issues concerning capability or which may be disciplinary in nature, in line with Modality policies, to manage with the Practice Manager.

To respond to emails and telephone calls in a timely manner.

To identify and resolve issues/faults with estate/equipment/cleaning, referring to business continuity plan and where necessary escalating to Practice Manager.

Responsible for the day-to-day Health and Safety of Practice, staff and visitors.

To ensure the building is opened on time and closed securely at the beginning and end of each working day.

To ensure all equipment used is safe to use, calibrated and PAT tested as required.

To oversee rota input and planning with Practice Manager.

To manage petty cash.

To respond to queries in a timely manner, recording and reporting appropriately.

To arrange and attend the Patient Participation Group.

To manage the effective running of clinical and non-clinical meetings in Practice, including assisting with attendee coordination, agenda circulation, information gathering and room preparation, visitor meet and greet and recording as required.

To manage the practice requirements under the Gold Standard Framework.

To chair internal meetings and ensure accurate recording.

To oversee ordering of consumables.

To manage incident reporting where appropriate.

To assist Practice Manager with NHS choices feedback and Friends and Family administration.

To undertake any other duties commensurate with the scope of the role and within your skill sets as required.

NB: This job description outlines the key duties that are expected of you within the role of Senior Patient Services Assistant, acting in the capacity of front-of-house, face-to-face or back-of-house telephonist, although is not an exhaustive list. It may be amended in line with experience, business requirements and as a result of any future organisational change.

Please refer to the supporting documents section to retrieve the JD detailing the core responsibilities of this role.

You will love this job if you have a passion for thinking outside the box, are analytical and innovative and are driven to find and implement solutions to improve the day to day working environment. You will learn more because you will improve the way we work from the ground up whist working closely with leadership teams to influence service improvement.

If you feel this is the ideal career advancing opportunity for you and you want to rise to the challenge of this opportunity, we welcome an application for you to join our growing team of likeminded people.

Please note: Modality Partnership reserves the right to close this vacancy at any point during the recruitment stage.

Pre-employment

Vaccinations

As part of recruitment to the Modality Partnership, we will be checking the vaccination status of all new starters so that we can manage individual and environmental risks. We will offer support to those who may be undecided about vaccinations. Some vaccinations for certain roles are mandatory, and you will be asked to provide evidence of this where there is a mandatory requirement.

Right to work checks

All applicants invited for interview will need to prove their right to work in the UK at the interview stage.

References

References must be secured prior to beginning employment, one must be your current or most recent employer.

Employment history

You must notify us of any employment gaps of 6 weeks or more.

Person Specification:

What are the minimum requirements all candidates need to meet?

Qualifications and Experience:

We require high performing team members to join our team with:

Knowledge:

NVQ 3 or above equivalent experience
MS software packages
Patient Service systems and related procedures and policies
Basic Knowledge of HR Policies and Procedures
Understanding of appraisal systems
Sickness and absence policies
Recruitment awareness
Health and Safety procedures
Supervisory role experience

Skills:

Demonstrates effective communication both written and verbally
Able to deal with difficult situations and challenging behaviours
To work with a team to co-produce solutions

Personal Qualities:

Professional approach to work
Willingness to actively participate in delivering training
Smart appearance
Responsive and Positive outlook

Salary is per annum WTE

Job Types: Full-time, Permanent

Pay: 35,000.00 per year

Benefits:

Health & wellbeing programme Sick pay
Work Location: In person

Application deadline: 17/07/2025