Patient Services Co-ordinator Team Leader

The Methodist Church in Britain; Bognor Regis; On-site; GBP 23,000 - 32,000; Full time

Job summary

Bersted Green Surgery is recruiting a team leader for its reception team, a pivotal role at the front of the GP practice serving around 13,000 patients. You will manage daily rotas, book and amend appointments, and lead a friendly front-desk service while handling calls and patient queries.

The role requires GP surgery experience, excellent communication, and the ability to work flexibly outside core hours within a supportive multidisciplinary team.

Qualifications

• GCSE level or equivalent requirement.
• Previous GP surgery experience.
• Experience working with the general public.
• Excellent written and oral communication.
• Strong IT skills including MS Office.

Responsibilities

• Lead the reception team and amend daily rotas to ensure smooth appointment booking.
• Book, manage and amend appointments in line with policy.
• Deliver a welcoming front-desk service and keep reception area tidy.
• Answer calls, handle patient queries and signpost or transfer callers as needed.
• Handle patient feedback, including assisting with complaints.
• Respond to online requests and emails promptly.
• Keep patients informed of delays and notify GPs of arrivals.
• Ensure compliance with CQC and current legislation.
• Maintain accurate patient records and data entry on the clinical IT system.
• Send appointment reminders and run system searches as requested.
• Support clinical staff within a multidisciplinary team on admin tasks.
• Carry out tasks requested by the Patient Services Manager.

Skills

Written and verbal communication

IT skills

Telephone manner

Time management

Problem solving

Interpersonal skills

Education

GCSE level or equivalent

Tools

MS Office

Job description

Bersted Green Surgery is recruiting a team leader for its reception team, a post at the front of a GP practice that serves around 13,000 patients. The role manages the daily rota and appointment system, leads the team and handles calls, front-desk visitors and patient queries, including complaints. The practice is in a purpose-built building and the post requires flexibility to work outside core office hours. Previous GP surgery experience is essential.

What the job involves

• Lead the reception team and amend daily rotas so appointments can be booked smoothly
• Book, manage and amend appointments in line with practice policy
• Deliver a professional, welcoming front-desk service and keep the reception area and notice boards tidy
• Answer telephone calls, handle patient queries and signpost or transfer callers to the right service
• Handle patient feedback, including assisting with complaints
• Respond promptly to online requests and emails
• Keep patients informed of delays and notify GPs of patient arrivals
• Ensure compliance with CQC requirements and current legislation
• Keep patient records accurate and securely filed, including data entry and coding on the clinical IT system
• Send appointment reminders and carry out system searches as requested
• Support clinical staff and work within the multidisciplinary team on general administrative tasks
• Carry out other tasks requested by the Patient Services Manager

Qualifications

• Educated to GCSE level or equivalent

Experience

• Previous GP surgery experience
• Experience of working with the general public

Skills & knowledge

• Excellent written and oral communication
• Strong IT skills and competence in MS Office applications
• Clear, polite telephone manner
• Effective time management, planning and organising
• Problem solving and analytical skills
• Good interpersonal skills, polite and confident manner

Checks & eligibility

• Disclosure and Barring Service (DBS) check

Other

• Ability to follow policy and procedure
• Ability to work under pressure
• Sensitive and empathetic in distressing situations
• Ability to work as a team member and autonomously
• Flexible and cooperative, including outside core office hours
• Motivated, forward thinking, with high integrity and loyalty

Nice to have

• Clinical IT system user skills
• Experience of administrative duties
• Experience of working in a healthcare setting
• GCSE Mathematics and English at grade C or above
• AMSPAR Receptionist Qualification
• NVQ Level 2 in Health and Social Care
• Previous team leading experience