Patient Services Manager

Job summary

Are you a natural organiser, a strong communicator, and someone who enjoys helping teams do their best work? We are excited to offer a new leadership opportunity at The Bay Medical Practice for a Patient Services Manager.

This role supports the delivery of our non-clinical services across both our Shanklin and Sandown sites. You will oversee key areas including reception, medical secretaries, QOF and recalls, data administration, and the prescriptions team.

The practice has grown significantly in recent years, bringing more complexity and opportunity. The Patient Services Manager will play a key part in coordinating people, systems, and processes so that services run smoothly and teams feel supported in their work.

You will be a core member of our Leadership Team, focused on delivery. You will work closely with our Senior Leadership Team, helping turn strategic plans into practical improvements.

We are looking for someone who brings clarity, calm, and consistency. You should enjoy building relationships, supporting colleagues, and creating a positive environment for patients and staff. If you are ready to make a difference in a growing and forward-thinking practice, we would love to hear from you.

Main duties of the job

The Patient Services Manager is responsible for the day-to-day leadership of our non-clinical administrative teams across both sites. This includes direct line management of the medical secretaries, QOF and recall team, data administrators, and the prescriptions team (in collaboration with the Clinical Pharmacist). The role also includes indirect line management of the Patient Advisor (reception) team, working closely with the Patient Advisor Team Lead to ensure smooth delivery of front-of-house services.

The role focuses on coordinating people, systems, and processes to ensure consistent, high-quality service delivery. Key responsibilities include oversight of staffing levels, rotas, workflows, and service pressures, as well as helping teams navigate challenges and changes with confidence. You will support team leads, carry out performance conversations, contribute to staff development, and help create a positive, inclusive working environment.

You will work closely with the Senior Leadership Team to embed service improvements, implement operational changes, and maintain compliance across administrative areas. This is a highly visible and collaborative role, focused on making sure patients receive excellent care and staff feel supported in their work.

About us

The Bay Medical Practice is a large, forward-thinking GP practice based across two sites in Shanklin and Sandown on the Isle of Wight. We provide care for over 27,000 patients and are proud to deliver high-quality, accessible, and patient-centred services to our local community.

Our vision is to provide excellent healthcare while building a positive and supportive workplace where people feel valued and able to grow. We work through two core frameworks that shape how we operate and lead our teams: the REAL Strategy and The Bay Way.

The REAL Strategy focuses on Relationships, Environment, Accountability, and Leadership. These principles guide how we build trust, ensure safe and welcoming spaces, take responsibility for high standards, and empower people at all levels to lead.

The Bay Way underpins our everyday culture. We prioritise respect and support by communicating with kindness, celebrating diversity, and fostering a team-based approach to problem-solving and improvement.

As a practice, were committed to innovation, collaboration, and continuous improvement. We are proud of our inclusive and evolving environment, and were looking for people who are motivated by positive change and meaningful work. Whether clinical or non-clinical, every role here contributes to making a real difference in patients lives and shaping the future of general practice.

Employer details

Employer name

The Bay Medical Practice

Address

The Bay Medical Practice

Broadway

Sandown

Isle Of Wight

PO36 9GA

Employer's website

https://thebaymedicalpractice.nhs.uk/ (Opens in a new tab)

---

Employer details

Employer name

The Bay Medical Practice

Address

The Bay Medical Practice

Broadway

Sandown

Isle Of Wight

PO36 9GA

Employer's website

https://thebaymedicalpractice.nhs.uk/ (Opens in a new tab)

---