Abbey House Medical Practice

Patient Support Team Leader

The closing date is 25 March 2026

Job summary

We are looking to recruit a Team Leader to lead and support our Patient Support Team at Abbey House Medical Practice.

The focus of this role is to lead the Patient Support Team, ensuring that a high quality customer service is delivered and deadlines for administrative targets are met. The team must provide a complete reception and signposting service to patients, maintaining patient confidentiality and promoting the professional image of Abbey House Medical Practice, providing administrative support in all aspects of general medical business. The successful candidate will be responsible for overseeing the smooth and effective operation of the team.

This is a permanent position - full time hours; 8 hours shift to be worked between 8am and 8pm, Monday to Friday (with minimum 30 minute unpaid lunchbreak). Usual shift pattern, 8am - 4pm

Previous candidates need not apply.

Main duties of the job

We are seeking an individual who is polite and confident, who has the ability to multi-task, experience of working with the general public and supervising a team in a customer service setting. The successful candidate must demonstrate good face to face, written and telephone communication skills and have the ability to actively listen to both patients and colleagues.

A basic knowledge of computers is essential. Previous use of Microsoft Windows or SystmOne would be an advantage however full training will be given.

About us

We are a large practice based over 2 sites in the small market town of Daventry, Northamptonshire with an outstanding CQC rating. Despite our large size, we pride ourselves in our team spirit and look forward to welcoming the new Patient Support Team Leader to the surgery!

Other employee benefits include 25 days annual leave pro rata plus bank holidays & the opportunity to enroll into the NHS Pension Scheme.

Date posted

18 March 2026

Pay scheme

Other

Salary

£14.25 an hour

Contract

Permanent

Working pattern

Full-time

Reference number

A0938-26-0004

Job locations

Golding Close

Daventry

Northamptonshire

NN11 4FE

Monksfield Surgery

1 Wimborne Place

Daventry

Northamptonshire

NN11 0XZ

Job description

Job responsibilities

RESPONSIBLE TO: DEPUTY PRACTICE MANAGER

DUTIES TO INCLUDE:

1. To ensure all targets are met within the Patient Support Team.

2. Compilation of the weekly staff rota to ensure sufficient cover in the Patient Support Team at all times as well as on both Receptions.

3. Acting as first point of contact for queries and concerns from team members and other colleagues.

4. To hold and chair monthly Patient Support Team meetings, addressing any staff concerns and feeding back to Management as necessary.

5. To fully participate in the regular Team Leader meetings and feedback relevant information to team members.

6. To provide direction to other team members, keeping them updated at all times.

7. To fully hand-over between shifts to ensure a whole team approach.

8. To undertake reviews and appraisals for the Patient Support Team.

9. To authorise leave in accordance with the Annual Leave Policy.

10. To oversee that the premises are opened and closed on time.

11. To oversee patients are received and routed on arrival in an efficient and courteous manner.

12. Overseeing and making new and follow up appointments, both face to face and via the telephone.

13. Handling general enquiries and promoting the services offered by the Surgery.

14. Managing and informing patients of cancelled appointments including overseeing cancellation line messages.

15. Receiving payments from patients and providing receipts when required.

16. Management and completion of temporary registrations forms together with computer entries.

17. Using computer as required.

18. Ensuring reception area/Patient Support Team room tidy and ready for incoming colleagues together with information regarding unresolved or urgent information.

19. Ensuring sufficient stationery supplies are available in reception and Patient Support Team.

20. Ensuring items for patients to collect are routinely checked and up to date.

21. Ensuring change of address forms are input onto computer.

22. Issuing self certification forms etc for patients to complete.

23. Management and registration of all new patients, preparation of their files and inputting information onto the computer.

24. Management of repeat prescriptions and associated administration.

25. Management of clinical summaries, ensuring they are added accurately to patients notes.

26. Management of tasks for Patient Support Team, ensuring they are allocated or actioned appropriately.

27. Management of the scanning and coding of correspondence within agreed timescales.

28. Ensure pathways for Patient Support Team are kept up to date.

29. Utilise electronic communication methods with patients, following pathways as directed by the Management Team and GPs.

30. Keep an overview of the appointments system to ensure the Patient Support Team are booking appropriately and to liaise with Management and GPs when necessary in this respect.

31. Management of the incoming calls to Patient Support Team, ensuring sufficient staff are logged in to manage demand.

32. Any other duties that may be required and agreed by the Doctors and Practice Manager.