Patient Services Team Leader

Job description

Job responsibilities

Primary Responsibilities:

The following are the core responsibilities of the referral team leader. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

Operational leadership

Collaborate with the Patient Service Managers and the wider management team to support the operations of the PCN, ensuring services are delivered efficiently and seamlessly.

Provide support for the operational functions of the designated branch site, addressing issues such as IT and building concerns to ensure maximum efficiency and seamless service delivery.

Ensure adherence to operational policies and procedures, as well as regulatory compliance.

Responsible for the day-to-day management of the site.

To provide overall support inclusive of all teams on the designated site

Deal with patient queries both face to face and over the telephone

Deal with patient complaints, only escalating where necessary

Oversee the management of the practice generic email account.

Deal with IT issues as they arise, seeking assistance with more complex issues as appropriate

Deal with general telephone queries from patients and general public

Team Leadership

Lead, supervise, and motivate the patient services teams, including data management, patient service (referrals), and medical report team.

Hold regular team meetings to address any issues, provide updates, and ensure clear communication.

Conduct 1:1 meetings with team members to discuss performance, identify training needs, resolve issues, and share updates.

Arrange and facilitate return-to-work discussions following employee absences.

Manage team schedules, rotas, and ensure appropriate staffing levels during periods of leave or sickness absence.

Foster a positive, collaborative, healthy and supportive team culture

Patient Experience

Continuously assess and challenge processes to enhance practice efficiency, identifying and implementing improvements.

Address patient complaints and concerns professionally and promptly, adhering to practice policies and ensuring effective resolutions.

Performance Monitoring

Oversee and track daily, weekly, and monthly performance metrics, as well as key performance indicators (KPIs).

Collect and analyse patient experience data to monitor service quality and identify areas for improvement.

Patient Service specific Responsibilities:

Supervising and mentoring patient service and data management team, providing training, and ensuring high performance standards.

Coordinating daily duties, managing schedules, and ensuring efficiency.

Foster open and transparent communication within the team to ensure everyone is aligned on goals and processes.

Actively listen to team members concerns and suggestions to create a supportive work environment.

Stay calm and composed under pressure to inspire confidence in your team.

Encourage team members to take ownership of their responsibilities while offering guidance when needed.

Recognise and celebrate achievements to boost morale and motivation.

Address patient complaints or team conflicts promptly and professionally, using them as opportunities to learn and improve.

Develop contingency plans for common issues, like understaffing or technical failures.

Use key performance indicators (KPIs) to track progress and provide constructive feedback during regular evaluations.

Encourage collaboration and mutual respect among team members.

Leading the Patient Service and Data Management teams, providing support and guidance and ensuring high performance standards.

Leading by example, demonstrate the behaviours and values expected of all staff

Be able to de-escalate. Ensure all complaints, incidents, compliments and feedback are dealt with in a timely manner.

Pro-active leadership, ability to adapt.

Using KPIs to track progress and set targets.

Ensure any performance concerns with team members are addressed

Provide positive and constructive feedback to the team on a shift-by-shift basis

Work with T/Ls and managers to ensure all staff have access to support, advice and guidance to enable them to confidently fulfil their duties

Proactively manage performance on shift

Working collaboratively as part of the Pathfields team to exploit our full potential and enable the organisation to grow

Be able to evaluate own performance

General

To undertake any other duties commensurate with the post and to react to statutory, legislative and NHS policy within the scope of the role.

To ensure Health and Safety compliance in line with current legislation.

To be accountable for Health and Safety on site, by delegating effectively and monitoring the activities of those responsible for Fire, COSHH, Incident Control, Security etc.

To adhere to the practice policy on equality and diversity and ensure that all colleagues, patients and members of the public are treated with dignity and respect.

To observe confidentiality of patient and practice information at all times and adhere to the practice policies in relation to data and information.

This job description is not exhaustive and other duties may be assigned.

Person Specification

Experience

Essential

• Experience of working with the general public
• Experience of administrative duties
• Experience of leading / managing a team

Desirable

• Experience of working in a health care setting
• Experience of providing appraisal writing and staff development

Personal Qualities

Essential

• Polite and confident
• Flexible and cooperative
• Motivated
• Initiative and judgement (knowing when to ask for help)
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure

Other requirements

Essential

• Flexibility to work outside of core office hours
• Disclosure Barring Service (DBS) check
• Maintains confidentiality at all times

Skills

Essential

• Excellent communication skills (written and oral)
• Strong IT skills
• Strong leadership skills with the ability to motivate and manage a diverse team.
• Competent in the use of Office and Outlook
• Ability to resolve conflicts and manage patient complaints effectively.
• Strong organisational skills and ability to prioritise tasks.
• Ability to work as a team member and autonomously
• Solution focused approach
• Good interpersonal skills
• Problem solving & analytical skills
• Ability to follow policy and procedure

Desirable

• EMIS / Systmone / Vision user skills

Qualifications

Essential

• GCSE English (C or above) and at least three others

Desirable

• Educated to A-level / equivalent or higher, with relevant experience
• AMSPAR Qualification
• NVQ Level 2 in Health and Social Care
• Leadership and / or Management Qualification

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.

Employer details

Employer name

Pathfields Medical Group

Address

Laira Surgery

95 Pike Road

Plymouth

Devon

PL3 6HG

Employer's website

https://www.pathfields.co.uk (Opens in a new tab)