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Posted 16 hour(s) ago
Reference: 2452164
Job summary
Mendip Vale Medical Group (MVMG) is a partner-led GP practice providing high-quality, innovative care to approximately 90,000 patients across 11 sites in Bristol, North Somerset and South Gloucestershire. We pride ourselves on our skilled and motivated workforce and our commitment to delivering safe, effective and patient-centred care.
We are seeking an experienced and motivated Patient Services Manager to join our friendly Prescription Clerk team at Langford. In this role, you will lead, support and develop the team, ensuring that patients medication requests and prescription-related queries are managed efficiently, accurately and in a timely manner. You will help ensure that requests are handled through the most appropriate pathways, supporting safe prescribing processes, effective communication and a positive patient experience.
The successful candidate will play a key role in maintaining high standards of patient experience, supporting operational efficiency, and contributing to the safe delivery of care within a busy, multi-site GP practice
Main duties of the job
Working in conjunction with the Surgery Manager, the Patient Services Manager will provide day-to-day leadership, supervision and management of the Prescription Clerk team within their area of responsibility.
The role will lead on patient service initiatives and ensure practice policies and procedures are consistently followed, enabling the surgery to achieve its patient-focused aims and objectives within a safe, efficient, effective and financially sustainable environment.
As Patient Services Manager, you will motivate, support and inspire your team to deliver the highest standards of customer service, ensuring a positive and professional experience for all patients accessing the surgery.
Key Working Relationships
The Patient Services Manager will develop and maintain effective working relationships with
Patients and service users
Dispensers, Prescription Clerks, Patient Co-ordinators, Care Co-ordinators and administrative staff
Surgery Managers and the Senior Management Team
GPs, nurses and the wider practice team
Local healthcare providers and partner organisations working with the surgery
About us
As a high-achieving and well-organised practice, we embrace a Multi-Disciplinary Team approach to care provision.
Changes made from merging and working more effectively have enabled us to make investment into our buildings, making our estate one of the newest and brightest in the south west.
Details
Date posted
27 October 2026
Pay scheme
Other
Salary
£27,922 to £33,456 a year
Contract
Permanent
Working pattern
Full-time, Compressed hours
Reference number
A0219-26-0059
Job locations
Mendip Vale Medical Group
Langford Surgery
Pudding Pie Lane
Langford
Brisrol
BS40 5EL
United Kingdom
Job description
Job responsibilities
Working in conjunction with the Surgery Manager and wider practice team you will support the delivery of safe, effective care of patients through the appropriate leadership and management of the admin team within your span of control.
You will be responsible for ensuring that all tasks are completed in a profitable, efficient, safe and effective manner. The post-holder will effectively communicate with practice employees, patients and wider services / professionals.
Key Responsibilities
Lead the Prescription Clerk team to ensure patients medication requests and prescription-related queries are managed efficiently, accurately, in a timely manner andin line with organisational, local and national protocols and guidelines.
Develop, motivate and coach team members, ensuring up-to-date knowledge of systems, processes and pathways to support delivery of performance targets and KPIs.
Monitor and utilise management information, including complaints, compliments, significant events, patient feedback and performance data, to improve team performance and enhance the patient journey.
Manage staffing resources and daily workload allocation to ensure service level agreements (SLAs) are met across face-to-face, telephone and administrative functions, proactively responding to fluctuations in patient demand.
Manage and resolve Stage 1 patient complaints in line with practice policy.
Work collaboratively with other Patient Services Managers to promote a transparent, supportive and knowledge-sharing approach across all surgeries.
Implement and manage relevant policies and procedures to support income maximisation and operational efficiency within the surgery.
Ensure key employment and HR policies are consistently implemented and adhered to.
Job description
Job responsibilities
Working in conjunction with the Surgery Manager and wider practice team you will support the delivery of safe, effective care of patients through the appropriate leadership and management of the admin team within your span of control.
You will be responsible for ensuring that all tasks are completed in a profitable, efficient, safe and effective manner. The post-holder will effectively communicate with practice employees, patients and wider services / professionals.
Key Responsibilities
Lead the Prescription Clerk team to ensure patients medication requests and prescription-related queries are managed efficiently, accurately, in a timely manner andin line with organisational, local and national protocols and guidelines.
Develop, motivate and coach team members, ensuring up-to-date knowledge of systems, processes and pathways to support delivery of performance targets and KPIs.
Monitor and utilise management information, including complaints, compliments, significant events, patient feedback and performance data, to improve team performance and enhance the patient journey.
Manage staffing resources and daily workload allocation to ensure service level agreements (SLAs) are met across face-to-face, telephone and administrative functions, proactively responding to fluctuations in patient demand.
Manage and resolve Stage 1 patient complaints in line with practice policy.
Work collaboratively with other Patient Services Managers to promote a transparent, supportive and knowledge-sharing approach across all surgeries.
Implement and manage relevant policies and procedures to support income maximisation and operational efficiency within the surgery.
Ensure key employment and HR policies are consistently implemented and adhered to.
Person Specification
Skills and ability
Essential
- Understanding of the service delivery plan and an ability to implement within a team
- Ability to cope and manage rapid and sustained change
- Ability to represent the organisation at an operational level
- Ability to manage time and achieve deadlines.
- Excellent communication skills, both oral and written, with an ability to present information clearly and succinctly
- Ability to foster and maintain positive working relationships with a wide range of people
Qualifications
Essential
- NVQ3 or equivalent in Management or ILM qualification (or equivalent experience)
- Sound educational background (Min Maths & English GCSEs, grade C or above)
- Evidence of continued learning/personal development in relevant field
Experience
Essential
- Proven experience on managing a team of clerical staff
- Experience of working to targets and managing team performance
- Experience of working with a busy/demanding environment
- Experience of working in a customer service / patient facing environment
Person Specification
Skills and ability
Essential
- Understanding of the service delivery plan and an ability to implement within a team
- Ability to cope and manage rapid and sustained change
- Ability to represent the organisation at an operational level
- Ability to manage time and achieve deadlines.
- Excellent communication skills, both oral and written, with an ability to present information clearly and succinctly
- Ability to foster and maintain positive working relationships with a wide range of people
Qualifications
Essential
- NVQ3 or equivalent in Management or ILM qualification (or equivalent experience)
- Sound educational background (Min Maths & English GCSEs, grade C or above)
- Evidence of continued learning/personal development in relevant field
Experience
Essential
- Proven experience on managing a team of clerical staff
- Experience of working to targets and managing team performance
- Experience of working with a busy/demanding environment
- Experience of working in a customer service / patient facing environment
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
Mendip Vale Medical Group
Address
Mendip Vale Medical Group
Langford Surgery
Pudding Pie Lane
Langford
Brisrol
BS40 5EL
United Kingdom
Employer's website
Employer details
Employer name
Mendip Vale Medical Group
Address
Mendip Vale Medical Group
Langford Surgery
Pudding Pie Lane
Langford
Brisrol
BS40 5EL
United Kingdom