Patient Service Manager

Healthnethomecare; Purston Jaglin, Swadlincote; On-site; GBP 30,000 - GBP 45,000; Full time

Job summary

A healthcare service provider in the United Kingdom is seeking a Patient Services Manager to join its Operational Team. This role entails supervising and developing staff, ensuring compliance with NHS standards, and enhancing patient communication. Ideal candidates will possess a degree in healthcare administration and relevant leadership experience. You'll enjoy a competitive salary, annual leave, ongoing training, and other benefits that contribute to professional growth and a supportive work environment.

Benefits

Competitive salary structure

25 days’ annual leave plus bank holidays

Ongoing training and development

Employee Assistance Programme

Uniform provided

Refer a Friend scheme

Perks and benefits via Perkbox

Qualifications

• Familiarity with NHS governance or private healthcare compliance frameworks.
• Previous experience in patient services or customer service management.
• Evidence of continuous professional development.

Responsibilities

• Supervise, mentor, and develop patient services and logistics support staff.
• Ensure timely and effective communication with patients and customers.
• Oversee contact centre systems and manage escalations.

Skills

Empathetic mindset

Strong leadership

Excellent communication

Problem-solving

Analytical skills

Education

Degree or equivalent experience in healthcare administration

Tools

Contact centre systems

ERP systems

Job description

Overview

At HealthNet Homecare, we deliver specialist homecare services that support patients to manage their treatment safely and confidently in their own homes. This includes the delivery of medication and clinical support at home, across a range of therapy areas, including rare and orphan diseases.

Supporting over 240,000 patients across the UK, our teams work closely with healthcare professionals to ensure treatment is delivered safely, reliably and in line with clinical standards.

Our purpose is to make patients’ lives easier by reducing the complexity of managing treatment, ensuring they feel informed, supported and confident they are in safe hands at every stage of their care.

If you’re looking for a role where your work has a genuine impact on patients’ everyday lives — and where care, safety and accountability truly matter — HealthNet could be the right fit for you.

We are recruiting for a Patient Services Manager to join our Operational Team from our Swadlincote or Featherstone site.

Responsibilities

Main Responsibilities

• Supervise, mentor and develop patient services and logistics support staff
• Foster a culture of empathy, professionalism, and continuous improvement.
• Manage staff rotas, performance reviews, and training needs.

Patient and Customer Experience

• Ensure patients, customers and drivers receive timely, respectful, and effective communication.
• Handle escalated patient concerns and complaints, resolving issues with sensitivity.
• Monitor patient satisfaction and implement service improvements.

Operational Oversight

• Oversee contact centre systems
• Ensure accurate and timely patient records and administrative processes.
• Coordinate with pharmacy and clinical teams to align administrative support
• Work with delivery partners to ensure all deliveries are completed
• Manage escalations from patients, customers, and drivers for the team

Compliance & Governance

• Ensure adherence to NHS or regulatory standards.
• Maintain confidentiality and data protection protocols.
• Prepare reports and audits for senior management.

Strategic Development

• Identify opportunities for service innovation and efficiency.
• Contribute to organisational planning and patient service strategy.
• Support the Implementation of digital tools and systems to enhance patient engagement.

Experience & Qualifications

• Familiarity with NHS governance or private healthcare compliance frameworks.
• Previous experience in patient services, healthcare administration, or customer service management.
• Evidence of continuous professional development.

Qualifications

• Degree or equivalent experience in healthcare administration, business management, or related field.

Personal Skills & Qualities

• Empathetic and patient-focused mindset.
• Resilient under pressure with a problem-solving approach.
• Collaborative, adaptable, and committed to service excellence.
• Strong leadership and people management skills.
• Excellent communication and conflict resolution abilities.
• Organisational and analytical skills for managing complex workflows.
• Knowledge of healthcare regulations and patient confidentiality requirements.
• Proficiency in contact centre and ERP systems

What we offer

• Competitive salary structure
• 25 days’ annual leave plus bank holidays
• Ongoing training and development
• Professional registration fees paid (where applicable)
• Employee Assistance Programme, including 24/7 access to remote GP appointments
• Refer a Friend scheme
• Uniform provided
• Kit bags for all Homecare Nurses
• Perks and benefits via Perkbox
• Long service awards

Please note: Due to the volume of applications we receive, we may not be able to respond to all applicants individually. If you are selected for interview, we will be in touch.