HR & Patient Relations Manager

Logan Practice, Level 2/3, Houldsworth Centre, Wishaw ML2 7LP

The Opportunity

As part of our continued growth and development, we are seeking an enthusiastic and motivated HR & Patient Relations Manager to join our management team.

Reporting directly to the Business Operations Manager, this newly established leadership role will play a pivotal part in shaping and enhancing the patient journey while supporting the ongoing development of our administrative teams.

This is an exciting opportunity for an individual who is passionate about delivering excellent customer service, improving patient satisfaction and leading teams to achieve high standards of performance.

The successful candidate will lead on complaints handling and patient feedback processes, whilst also supporting workforce management, staff development and operational excellence across the practice.

About the Practice

Logan Practice is a large, well-established and progressive GP Practice based within the modern Houldsworth Centre in the heart of Wishaw, North Lanarkshire.

Founded in 1800 by James Logan, we are now the largest GP Practice in the local area and the third largest in Lanarkshire, providing care to over 18,000 patients.

Our multidisciplinary team includes 7 GP Partners, 4 Salaried GP's, 5 Advanced Nurse Practitioners, 3 Practice Nurses, Clinical Support Worker, a Community Psychiatric Nurse and a large Administrative Team all supported by our Business Operations Manager. We also work closely with Health Board-employed colleagues, including Mental Health Liaison Nurses and the Clinical Pharmacy Team.

As a well-established teaching and training practice, we are proud to support the development of future healthcare professionals, including GP Specialist Registrars, Foundation Year Doctors and Medical Students from several universities.

Key Responsibilities

• Line management of administration staff, supporting and motivating the team to deliver a professional, efficient, and patient focused service.
• Maintain and manage staff rotas to ensure adequate cover at all time.
• Monitor and manage staff sickness and absence in line with practice policies
• Support performance management processes, including appraisals, one to one meetings and staff development
• Handling escalated patient queries and complaints.
• Overseeing clinical system workflows and task management
• Supporting compliance, audits, and health & safety processes
• Assisting the Business Operations Manager with operational planning and service delivery

We are looking for someone who is:

• Experience in a management, patient services or healthcare environment role
• Ideally familiar with General Practice and primary care environments although not essential
• Experienced in staff supervision, performance management and team development
• Confident handling complaints, difficult conversations and sensitive situations professionally and empathetically.
• Confident in using IT systems and Microsoft Office Packages
• Highly organised with excellent attention to detail
• Able to prioritise and manage a varied workload in a busy environment
• A strong communicator with excellent interpersonal and customer service skill.
• Confident to make decisions in an appropriate manner when direction is not available

What we offer

• A management role in a large dynamic forward thinking GP Practice.
• A supportive and friendly working environment
• Involvement in service improvement and practice development and teaching
• Competitive salary dependant on experience
• Negotiable working days / hours
• NHS Pension
• 6 weeks annual leave and 10 public holidays (pro rata)
• Ongoing training and development opportunities
• Monthly funded staff lunch
• Twice yearly practice social and team building events
• Regular fundraising activities for local charities such as bake off events, quiz's etc
• Great views and a new smart health centre with air conditioning to work within.
• Free onsite parking and excellent transport links

Interested?

For an informal discussion about the role or to request an application form, please contact:

Margaret Norman, Business Operations Manager at

We look forward to hearing from you and welcoming the right person to our team

We apologise that we are unable to respond to all applicants individually. If you have not been contacted by 27th August, then you have not been selected for interview. CLOSING DATE MONDAY 24TH AUGUST

- Urban Practice