Job summary
We are
seeking an experienced people leader with a passion for delivering exceptional
patient care. This is an exciting opportunity to join our dedicated team at The
Swan Practice as a Patient Services Team Lead.
As the
Patient Services Team Lead, you will play a pivotal role in ensuring the smooth
running of our reception areas across our three clinical sites. You will be the
first point of contact and key support for the team, mentoring and leading our
Patient Services Advisors, Seniors and Trainer to deliver high quality patient
experience.
Youll
take the lead on service delivery, team training and development, rota
coordination, and support with recruitment. This is an excellent opportunity
for someone looking to make a real impact in primary care services while
building a positive and supportive team culture.
Main duties of the job
- Oversee the smooth running of reception areas across clinical sites, escalating concerns as needed
- Support and mentor Patient Services Advisors in line with practice policies and governance
- Manage patient appointment systems and team rotas
- Act as the first point of contact for Senior Patient Services Advisors
- Handle complex patient queries and support with complaint resolution
- Maintain accurate electronic patient records in line with protocols
- Support the training and ongoing development of the Patient Services team
- Assist with health and safety compliance, including timely completion of site checks
- Carry out additional duties as required by clinicians or senior management
- Prioritise tasks effectively in a busy environment while maintaining a professional manner
About us
The Swan Practice is a large, well-established practice, serving Buckingham and the surrounding villages. With three clinical sites and an administration hub, we are dedicated to delivering high-quality care to over 30,000 patients, and our patient bases continues to grow. As a forward-thinking practice, we are committed to creating opportunities for staff to progress and develop their careers, fostering a supportive and dynamic working environment, creating opportunities for staff to progress and develop their careers, fostering a supportive and dynamic working environment.
Job description
Job responsibilities
Job Purpose
The post holder will be responsible for the overall smooth running of
service activity and reception areas. They will be the first point of contact
for the Patient Services team. The role
holder will mentor, train and support all Patient Services Advisors in their
roles.
As part of a large organisation they will lead their team in the provision
of traditional reception services and oversee the principle of Making Every
Contact Count with active signposting and effective care navigation.
The post holder will be expected to conduct themselves in a manner
appropriate to the role.
Key tasks
- Ensure the smooth
running of reception areas over the clinical sites, escalating areas of concern
to the Operations Manager as appropriate
- Mentor, train and
support the Patient Services Advisors in line with current Practice policies
and governance standards.
- Oversight of all
patient appointment systems
- Oversight of team
rotas
- Act as the first
point of contact for the Senior Patient Services Advisors
- Efficiently
manage complex patient queries and enquiries
- Advise and
support the Senior Patient Services Advisors in managing low-level patient
complaints and manage more complex complaints, seeking advice from the
Operations Manager when required
- Maintain accurate
electronic patient records in line with role requirements and within Practice
protocols
- Carry out
additional duties as requested by doctors, clinicians, or senior managers,
where these are appropriate to the responsibilities of the role
- Prioritise tasks
in a busy environment, responding to competing demands from patients and the
practice team.
- Maintain a
professional manner in all communications with patients and colleagues
- Support the
training and ongoing development of team members
- Assist with
compliance and health and safety responsibilities, ensuring all site checks are
completed accurately and on time
Job responsibilities
- The role will focus on leading the
Patient Services team, looking after the reception environment and how we
present ourselves as a Practice to the patients and their carers.
-
Lead regular staff meetings, including setting the agenda and
recording accurate minutes
-
Attend and present at the Practices Protected Learning Time
(PLT) sessions
-
Oversee the maintenance of the staff rota with the Senior
Patient Services Advisors
-
Authorise staff holiday in accordance with the Practice
annual leave policy
-
Responsible for the recruitment, induction, retention and
development of Patient Services Advisors
-
Support the Operations Manager in recruitment and selection
of Senior Patient Services Advisors
-
Conduct staff appraisals and personal development plans
-
Monitor staff absence, conduct return-to-work interviews, and
manage initial stages of absence management
-
Be central to the planning
of additional clinics / services when required i.e. Flu sessions
-
Develop and maintain the training matrix for the Patient
Services Team with support from the Human Resources Manager and Finance Manager
- Patient communications
-
Have an active role in the Patient Participation Group (PPG)
-
Engage with practice communications, coordinating with other
team leads to ensure consistent messaging across various platforms (e.g.,
waiting areas, website, screens, leaflets, Facebook)
-
Liaise with members of the primary healthcare team and
external agencies as needed.
-
Ensure that all team communications adhere to appropriate
professional standards and are consistent with the practices communication
policies
Information technology
-
Maintain a working knowledge of the appointment system
-
Oversee and understand the Practices demand and capacity
needs
-
Stay informed about Omni Rota issues and EMIS clinical
templates, and provide guidance when necessary
-
Oversee the patient check-in system
Premises
-
Be a registered key holder.
-
Have a clear understanding of the telephone systems,
including both daytime and out-of-hours procedures
-
Report any issues promptly to the Estates, Maintenance and Health
and Safety Officer or Health and Safety Lead.
-
Understand the processes at each site (e.g., alarms,
shutters) and respond appropriately in case of issues
General responsibilities for all staff
The post holder is
expected to;
-
Adhere to practice policies
and procedures and relevant legislation including the requirements of any
professional bodies
-
Attend mandatory training as
identified by the practice
-
Highlight potential development
areas
Job description
Job responsibilities
Job Purpose
The post holder will be responsible for the overall smooth running of
service activity and reception areas. They will be the first point of contact
for the Patient Services team. The role
holder will mentor, train and support all Patient Services Advisors in their
roles.
As part of a large organisation they will lead their team in the provision
of traditional reception services and oversee the principle of Making Every
Contact Count with active signposting and effective care navigation.
The post holder will be expected to conduct themselves in a manner
appropriate to the role.
Key tasks
- Ensure the smooth
running of reception areas over the clinical sites, escalating areas of concern
to the Operations Manager as appropriate
- Mentor, train and
support the Patient Services Advisors in line with current Practice policies
and governance standards.
- Oversight of all
patient appointment systems
- Oversight of team
rotas
- Act as the first
point of contact for the Senior Patient Services Advisors
- Efficiently
manage complex patient queries and enquiries
- Advise and
support the Senior Patient Services Advisors in managing low-level patient
complaints and manage more complex complaints, seeking advice from the
Operations Manager when required
- Maintain accurate
electronic patient records in line with role requirements and within Practice
protocols
- Carry out
additional duties as requested by doctors, clinicians, or senior managers,
where these are appropriate to the responsibilities of the role
- Prioritise tasks
in a busy environment, responding to competing demands from patients and the
practice team.
- Maintain a
professional manner in all communications with patients and colleagues
- Support the
training and ongoing development of team members
- Assist with
compliance and health and safety responsibilities, ensuring all site checks are
completed accurately and on time
Job responsibilities
- The role will focus on leading the
Patient Services team, looking after the reception environment and how we
present ourselves as a Practice to the patients and their carers.
-
Lead regular staff meetings, including setting the agenda and
recording accurate minutes
-
Attend and present at the Practices Protected Learning Time
(PLT) sessions
-
Oversee the maintenance of the staff rota with the Senior
Patient Services Advisors
-
Authorise staff holiday in accordance with the Practice
annual leave policy
-
Responsible for the recruitment, induction, retention and
development of Patient Services Advisors
-
Support the Operations Manager in recruitment and selection
of Senior Patient Services Advisors
-
Conduct staff appraisals and personal development plans
-
Monitor staff absence, conduct return-to-work interviews, and
manage initial stages of absence management
-
Be central to the planning
of additional clinics / services when required i.e. Flu sessions
-
Develop and maintain the training matrix for the Patient
Services Team with support from the Human Resources Manager and Finance Manager
- Patient communications
-
Have an active role in the Patient Participation Group (PPG)
-
Engage with practice communications, coordinating with other
team leads to ensure consistent messaging across various platforms (e.g.,
waiting areas, website, screens, leaflets, Facebook)
-
Liaise with members of the primary healthcare team and
external agencies as needed.
-
Ensure that all team communications adhere to appropriate
professional standards and are consistent with the practices communication
policies
Information technology
-
Maintain a working knowledge of the appointment system
-
Oversee and understand the Practices demand and capacity
needs
-
Stay informed about Omni Rota issues and EMIS clinical
templates, and provide guidance when necessary
-
Oversee the patient check-in system
Premises
-
Be a registered key holder.
-
Have a clear understanding of the telephone systems,
including both daytime and out-of-hours procedures
-
Report any issues promptly to the Estates, Maintenance and Health
and Safety Officer or Health and Safety Lead.
-
Understand the processes at each site (e.g., alarms,
shutters) and respond appropriately in case of issues
General responsibilities for all staff
The post holder is
expected to;
-
Adhere to practice policies
and procedures and relevant legislation including the requirements of any
professional bodies
-
Attend mandatory training as
identified by the practice
-
Highlight potential development
areas
Person Specification
Personal Qualities
Essential
- Proactive and forward-thinking
- Professional, approachable, and confident
- A collaborative mindset and willingness to work closely with peer groups and other managers within the practice
- Committed to equality, diversity, and inclusion
- Adaptable and flexible in approach
- Committed to continues improvement and innovation in patient services
- Caring and empathetic in sensitive situations
- Ability to work under pressure
Experience
Essential
- Proven experience of supervising or leading a team in a customer service or administrative role, preferably in a healthcare or GP practice setting
- Strong track record of managing day-to-day operations including rotas, workload distribution, and performance monitoring
Desirable
- Experience managing staff across multiple sites
- Experience of working collaboratively with peers and senior collegeagues to meet organisational objectives
- Familiarity with primary care guidelines and regulations
- Previous experience of working in primary care or within the NHS
- Experiece with clinical systems such as EMIS Web or similar
- Experience of implementing service improvements or managing change
Other Requirements
Essential
- Flexibility to work outside of core office hours
- Ability to travel between sites
Skills and Knowledge
Essential
- Excellent leadership and team-building skills, with the ability to motivate, support and develop a diverse team
- Strong understand of customer/patient service principles
- Able to think strategically and contribute to wider service development (big picture thinking)
- Excellent communication and interpersonal skills with the ability to liaise effectively at all levels
- Competent in the use of Microsoft Office applications and practice management software
- Ability to manage competing priorities and work under pressure
- Strong problem-solving skills and the ability to make sound operational decisions.
- Ability to manage schedules and rotas
Desirable
- Understanding of the challenges and priorities in General Practice and primary care
- Awareness of information governance, confidentiality, and safeguarding principles
- Knowledge of GP Practice systems (e.g. EMIS, Docman)
- Profficient IT skills and knowledge
Qualifications
Essential
- 5 or more passes at GCSE Level
Person Specification
Personal Qualities
Essential
- Proactive and forward-thinking
- Professional, approachable, and confident
- A collaborative mindset and willingness to work closely with peer groups and other managers within the practice
- Committed to equality, diversity, and inclusion
- Adaptable and flexible in approach
- Committed to continues improvement and innovation in patient services
- Caring and empathetic in sensitive situations
- Ability to work under pressure
Experience
Essential
- Proven experience of supervising or leading a team in a customer service or administrative role, preferably in a healthcare or GP practice setting
- Strong track record of managing day-to-day operations including rotas, workload distribution, and performance monitoring
Desirable
- Experience managing staff across multiple sites
- Experience of working collaboratively with peers and senior collegeagues to meet organisational objectives
- Familiarity with primary care guidelines and regulations
- Previous experience of working in primary care or within the NHS
- Experiece with clinical systems such as EMIS Web or similar
- Experience of implementing service improvements or managing change
Other Requirements
Essential
- Flexibility to work outside of core office hours
- Ability to travel between sites
Skills and Knowledge
Essential
- Excellent leadership and team-building skills, with the ability to motivate, support and develop a diverse team
- Strong understand of customer/patient service principles
- Able to think strategically and contribute to wider service development (big picture thinking)
- Excellent communication and interpersonal skills with the ability to liaise effectively at all levels
- Competent in the use of Microsoft Office applications and practice management software
- Ability to manage competing priorities and work under pressure
- Strong problem-solving skills and the ability to make sound operational decisions.
- Ability to manage schedules and rotas
Desirable
- Understanding of the challenges and priorities in General Practice and primary care
- Awareness of information governance, confidentiality, and safeguarding principles
- Knowledge of GP Practice systems (e.g. EMIS, Docman)
- Profficient IT skills and knowledge
Qualifications
Essential
- 5 or more passes at GCSE Level
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.
