Patient Services Team Lead

Lakeside Healthcare Group; Peterborough; On-site; GBP 21,000 - 28,000; Full time

Job summary

Lakeside Healthcare is seeking a proactive Reception Team Leader to oversee the on-site reception team across New Queen Street and Stanground surgeries. You will coordinate rota coverage, direct patients, and maintain high standards of customer service in line with practice protocols.

The role requires people management experience, a background in Primary Care, and proficiency with SystmOne. You will support site leadership, deliver regular training, and ensure confidential information is

Qualifications

• Minimum 1 year experience working in Primary Care.
• Demonstrable experience of people management.
• Experience in a customer facing environment (≥3 years).
• Experience handling confidential information and data.
• Experience using SystmOne.

Responsibilities

• Lead and coordinate the Reception Team to ensure cover per rota.
• Direct patients to appropriate services in a courteous and efficient manner.
• Maintain high customer service standards.
• Oversee day-to-day operations and liaise with Site Lead/Practice/Hub Manager.
• Ensure adherence to practice protocols and procedures.

Skills

Multi-functional team

Primary Care experience

People management

SystmOne

Customer facing

Confidential data handling

Education

Good standard of education

Tools

SystmOne (Clinical database)

Job description

The main focus of this role is to lead the site Reception Team, ensuring that Reception Team services and support are providein accordance with practice protocolsand procedures and that a high level of customer serviceis provided and maintained.

• To co-ordinate the team, ensuring that cover is maintained in accordance with the Rota and that additional cover is organised at times of unplanned absence.
• Receive, assist and direct patients in accessing the appropriate service or healthcareprofessional in a courteous, efficientand effective way.

Please note that we are unable to offer visa sponsorship for this position. Applicants will be required to demonstrate their right to work in the UK at interview.

Main duties of the job

The duties and responsibilities to be undertaken by the ReceptionTeam Leader may include any or all of the items in the following list. Duties may be varied from time to time underthe direction of the Site Lead and/or Practice/Hub Manager, dependent on current and evolving Practice workloadand staffing levels:

• Ensure a thorough oversight of practice procedures and protocols and how the Reception Team interacts with these. To update and reviewReception Team protocols on a regular basis to ensurethat they remain currentand adapt to operational changes.
• Act as a role model,demonstrating and promoting the standardsexpected by the Practice and to motivateand inspire the ReceptionTeamcreating the energy and enthusiasm required for the serviceand promoting good staff and patient relations
• Provide guidance and direction to staff, direct any on-the-job training as required and overseeor deliver inductiontraining for new staff.Help mediate with any interpersonal problems within the team and address any concerns
• Provide on-going trainingand reviews, contribute to the annual appraisal process and organise and deliver regular team meetings
• Assist with and minimise any potential issues that may lead to a patient complaint
• Keep SystmOne up to date with any SCR changes and any Links queries thereare on the system

About us

LAKESIDE HEALTHCARE is changing the face of primary care provision in England.We are bold, adventurous and ambitious and determined to thrive in uncertaintimes. We are the largest true partnership in the NHS and operate from various sites across the East Midlands.We serve the healthcare needs of over 170,000 patients across Northamptonshire, Lincolnshire & Cambridgeshire. Joining our team presentsan opportunity to be part of a large organisation that is changingthe way primary care is delivered today.

Living and breathing our values at Lakeside Healthcare

Caring & Respect: Simply put we genuinely care about people: working together forour patients and our teams, our patients come first in everything we do. We strive to ensure we connect and respond to all needs with compassion, care and respectto improve the livesand wellbeing of the communities we serve.

Teamwork & Quality: In all areas of ourbusiness we network, collaborate andlearn from our Patients, Stakeholders and each anotherto ensure we are alwaysstriving to improve, makingthe right and best decisionsto provide the best service

About the Practice/Department/Team

Therole will be based within Lakeside Healthcare, supporting the reception teamacross our New Queen Street and Stanground surgeries. The team plays a vitalrole in ensuring the smooth day-to-day running of the practice, providing awelcoming and efficient service to patients while supporting clinicians andother departments.

Job responsibilities

To enable the effective and efficient day-to-day operation of the Practice and patient-facingservices whilst ensuring the systems, support and facilities to deliver these services are available.

Person Specification

Qualifications

• Good standard of education

Experience

• Experience of working in a busy & multi-functional team
• Minimum of 1 years experience working in Primary Care
• Demonstrable experience of people management
• Using SystmOne (Clinical database)
• A minimum of three years experience in a customer facing environment
• Experience of handling confidential information and data.

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.