Job summary
Annual Salary: £26,000.00
37.5 hours a week
The Patient Services Team Lead will provide passionate, creative and efficient leadership of front-line patient services, predominantly through our reception team, ensuring all patient services duties are performed effectively and to the required standard, meeting the objectives of the practice.
To support the management team in promoting ED&I, SHEF, quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development, and to carry out other duties as directed by the management team.
Main duties of the job
The Patient Services Team Lead will be a passionate advocate for excellent patient service, leading the reception team by example. You must be driven by a desire for continuous improvement of the patient experience, instilling that ethic across the team as you work towards a common goal.
The successful candidate will oversee the reception team and its various functions, ensuring reception staff achieve their primary responsibilities efficiently and effectively. But more than that, you will help the clinical and management teams convey relevant surgery information and service updates to our patients through our various communication channels, ensuring that our patients, and our front-line reception team, are kept up-to-date with the healthcare service options available to them.
About us
Pencoed Medical Centre is a two-site, dynamic, friendly, fast-paced training practice with a great supportive admin and clinical team. We have seven permanent GPs (four partners, three salaried), four practice nurses, and an experienced practice pharmacist. Our clinical support and administrative team is stable and experienced. The practice list size is around 11,700 patients, and we straddle the border between Bridgend and Rhondda Cynon Taf Council areas.
There are long-term plans to move to a new, purpose-built facility, which is very exciting and positive.
At our core is the provision of quality patient care.
Job description
Job responsibilities
The following are the core responsibilities of the Patient Services Team Lead. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
The Patient Services Team Lead role is embedded within the reception team and is responsible for:
a. Being a passionate advocate for excellent patient service, leading the reception team by example
b. Overseeing the reception team and its various functions, ensuring reception staff achieve their primary responsibilities efficiently and effectively
c. Maintaining excellent communication across the reception team and across all sites
d. Line managing all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
e. Providing hands-on support for reception team as required
f. Compiling reception rotas in order to provide effective patient services with the resources available
g. Completing reception staff appraisals as required
h. Identifying and delivering team training where required
i. Compiling information on local services to improve signposting options for patients
j. Proactively support management team to help convey relevant surgery information and service updates to patients across our communication channels (SurgeryApp, website, Twitter, etc.)
k. Reviewing and updating all administrative and reception policies and procedures as required
l. Supporting the management team in the compilation of practice reports and the practice development plan
m. Developing, implementing and embedding efficient office processes and procedures to adhere to existing legislation
n. Coordinating the provision of temporary reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences
o. Updating the GP appointment system, including the reflection of leave and other approved absences
p. Providing initial guidance and advice to patients who wish to verbally provide feedback (comments or concerns)
q. Overseeing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
r. Acting as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately
Job description
Job responsibilities
The following are the core responsibilities of the Patient Services Team Lead. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
The Patient Services Team Lead role is embedded within the reception team and is responsible for:
a. Being a passionate advocate for excellent patient service, leading the reception team by example
b. Overseeing the reception team and its various functions, ensuring reception staff achieve their primary responsibilities efficiently and effectively
c. Maintaining excellent communication across the reception team and across all sites
d. Line managing all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
e. Providing hands-on support for reception team as required
f. Compiling reception rotas in order to provide effective patient services with the resources available
g. Completing reception staff appraisals as required
h. Identifying and delivering team training where required
i. Compiling information on local services to improve signposting options for patients
j. Proactively support management team to help convey relevant surgery information and service updates to patients across our communication channels (SurgeryApp, website, Twitter, etc.)
k. Reviewing and updating all administrative and reception policies and procedures as required
l. Supporting the management team in the compilation of practice reports and the practice development plan
m. Developing, implementing and embedding efficient office processes and procedures to adhere to existing legislation
n. Coordinating the provision of temporary reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences
o. Updating the GP appointment system, including the reflection of leave and other approved absences
p. Providing initial guidance and advice to patients who wish to verbally provide feedback (comments or concerns)
q. Overseeing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
r. Acting as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately
Person Specification
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
Experience
Essential
- Experience of working with the general public
- Experience of working in healthcare/general practice reception
- Experience of administrative duties
- Experience of working in a healthcare setting
- Experience of leading/managing a team
Desirable
- Experience of providing appraisal writing and staff development
Knowledge and Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills (generic)
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
- Polite and confident
- Flexible and cooperative towards service needs
- 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
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintain confidentiality at all times
Desirable
Person Specification
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
Experience
Essential
- Experience of working with the general public
- Experience of working in healthcare/general practice reception
- Experience of administrative duties
- Experience of working in a healthcare setting
- Experience of leading/managing a team
Desirable
- Experience of providing appraisal writing and staff development
Knowledge and Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills (generic)
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
- Polite and confident
- Flexible and cooperative towards service needs
- 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
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintain confidentiality at all times
Desirable
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).