Patient Services Manager - Special Allocation Scheme (SAS)

Job Summary The Patient Services Manager - SAS is a senior operational leadership role responsible for the day-to-day management, safety, governance and performance of Bevans SAS service. The service supports a highly complex and high-risk patient cohort who are unable to access, or have been removed from, mainstream general practice. The post holder will provide strong operational oversight across all non-clinical aspects of the SAS service, ensuring robust systems for patient access, administration, safeguarding, security and staff safety. The role is central to supporting clinical leadership, maintaining regulatory compliance, and ensuring the service operates in a safe, resilient and sustainable manner. The post holder will also lead operational readiness for the future separation and standalone CQC registration of the SAS service, ensuring clear accountability for regulatory compliance, inspection preparedness and commissioner assurance. Service Context - Special Allocation Scheme The SAS service delivers GP-led primary medical services to patients with complex safeguarding histories, unmet mental health need, trauma-related conditions, substance misuse and challenging behaviours. The operating environment requires enhanced operational control, close multiagency working and a strong focus on risk management, boundaries of care and staff wellbeing. This role therefore carries a higher level of responsibility than a traditional practice-based Patient Services Manager post and requires resilience, sound judgement and the ability to operate confidently in a high-risk service setting. Mission Statement Our vision is to provide services that empower patients to live healthier and more fulfilling lives. We take a practical and proactive approach to breaking down barriers to accessing healthcare, guided by our values of Health, Hope and Humanity. Key Responsibilities Operational Leadership Hold operational responsibility for the end-to-end delivery of the SAS service, including patient access, administrative pathways, appointment systems and front-of-house functions. Ensure the SAS service operates in line with the APMS contract, service specification and agreed KPIs, escalating operational risks or pressures promptly. Lead the development, implementation and ongoing review of SAS-specific policies and procedures, including access protocols, patient conduct, service boundaries and escalation routes. Monitor capacity, demand and patient acuity, working closely with clinical leads to ensure staffing and resources remain aligned to clinical risk. Safeguarding, Risk and Security Act as the operational lead for staff and patient safety within the SAS service. Oversee security arrangements, including liaison with contracted security providers, to ensure a safe environment for staff and patients. Ensure robust systems are in place for managing incidents involving challenging behaviour, threats, violence or aggression, including reporting, investigation and learning. Coordinate safeguarding processes and multiagency liaison, ensuring concerns are escalated appropriately and documented accurately. Regulatory and Governance Responsibilities Lead operational readiness for the standalone CQC registration of the SAS service, including coordination of evidence, documentation and inspection preparation. Ensure compliance with CQC standards, information governance requirements and Bevan policies. Work closely with the Quality and Governance teams to support incident investigations, serious incidents, complaints and learning reviews. Patient Experience and Complaints Oversee the management of patient enquiries, concerns and complaints within the SAS service, ensuring responses are timely, proportionate and trauma-informed. Support staff to manage complex and challenging interactions consistently, safely and in line with agreed service boundaries. Workforce Management and Support Line manage SAS administrative and coordination staff, including induction, supervision, appraisal, sickness management and performance development. Support staff wellbeing in a high-pressure environment, recognising the emotional and safety impact of working with the SAS cohort. Work closely with the People Team on recruitment, training, development and workforce planning. Collaborative and External Working Act as a key operational point of contact for commissioners and partner agencies including safeguarding teams, mental health services and local authorities. Support contract review meetings, commissioner assurance processes and data requests. Contribute operational insight to service redesign and future commissioning discussions. Generic Responsibilities All staff at Bevan are expected to comply with organisational policies relating to: Equality, Diversity and Inclusion Health, Safety, Environment and Fire SHEF Confidentiality and Data Protection GDPR Quality Improvement and Continuous Improvement Mandatory training and professional development Job description Job responsibilities Job Summary The Patient Services Manager - SAS is a senior operational leadership role responsible for the day-to-day management, safety, governance and performance of Bevans SAS service. The service supports a highly complex and high-risk patient cohort who are unable to access, or have been removed from, mainstream general practice. The post holder will provide strong operational oversight across all non-clinical aspects of the SAS service, ensuring robust systems for patient access, administration, safeguarding, security and staff safety. The role is central to supporting clinical leadership, maintaining regulatory compliance, and ensuring the service operates in a safe, resilient and sustainable manner. The post holder will also lead operational readiness for the future separation and standalone CQC registration of the SAS service, ensuring clear accountability for regulatory compliance, inspection preparedness and commissioner assurance. Service Context - Special Allocation Scheme The SAS service delivers GP-led primary medical services to patients with complex safeguarding histories, unmet mental health need, trauma-related conditions, substance misuse and challenging behaviours. The operating environment requires enhanced operational control, close multiagency working and a strong focus on risk management, boundaries of care and staff wellbeing. This role therefore carries a higher level of responsibility than a traditional practice-based Patient Services Manager post and requires resilience, sound judgement and the ability to operate confidently in a high-risk service setting. Mission Statement Our vision is to provide services that empower patients to live healthier and more fulfilling lives. We take a practical and proactive approach to breaking down barriers to accessing healthcare, guided by our values of Health, Hope and Humanity. Key Responsibilities Operational Leadership Hold operational responsibility for the end-to-end delivery of the SAS service, including patient access, administrative pathways, appointment systems and front-of-house functions. Ensure the SAS service operates in line with the APMS contract, service specification and agreed KPIs, escalating operational risks or pressures promptly. Lead the development, implementation and ongoing review of SAS-specific policies and procedures, including access protocols, patient conduct, service boundaries and escalation routes. Monitor capacity, demand and patient acuity, working closely with clinical leads to ensure staffing and resources remain aligned to clinical risk. Safeguarding, Risk and Security Act as the operational lead for staff and patient safety within the SAS service. Oversee security arrangements, including liaison with contracted security providers, to ensure a safe environment for staff and patients. Ensure robust systems are in place for managing incidents involving challenging behaviour, threats, violence or aggression, including reporting, investigation and learning. Coordinate safeguarding processes and multiagency liaison, ensuring concerns are escalated appropriately and documented accurately. Regulatory and Governance Responsibilities Lead operational readiness for the standalone CQC registration of the SAS service, including coordination of evidence, documentation and inspection preparation. Ensure compliance with CQC standards, information governance requirements and Bevan policies. Work closely with the Quality and Governance teams to support incident investigations, serious incidents, complaints and learning reviews. Patient Experience and Complaints Oversee the management of patient enquiries, concerns and complaints within the SAS service, ensuring responses are timely, proportionate and trauma-informed. Support staff to manage complex and challenging interactions consistently, safely and in line with agreed service boundaries. Workforce Management and Support Line manage SAS administrative and coordination staff, including induction, supervision, appraisal, sickness management and performance development. Support staff wellbeing in a high-pressure environment, recognising the emotional and safety impact of working with the SAS cohort. Work closely with the People Team on recruitment, training, development and workforce planning. Collaborative and External Working Act as a key operational point of contact for commissioners and partner agencies including safeguarding teams, mental health services and local authorities. Support contract review meetings, commissioner assurance processes and data requests. Contribute operational insight to service redesign and future commissioning discussions. Generic Responsibilities All staff at Bevan are expected to comply with organisational policies relating to: Equality, Diversity and Inclusion Health, Safety, Environment and Fire SHEF Confidentiality and Data Protection GDPR Quality Improvement and Continuous Improvement Mandatory training and professional development