Patient Services Team Leader

Bidvane; Manchester; Hybrid; GBP 25,000 - 34,000; Full time

Benefits offered by this job

Access to the NHS Pension Scheme

Training and professional development

Supportive working environment

Job summary

Bidvane is seeking a Patient Services Team Leader for a GP practice in Manchester. The role supervises daily reception operations, organises rotas, and provides hands-on cover while guiding colleagues and ensuring professional, patient-focused service.

You will support the Practice Management Team, maintain records, handle enquiries, and drive service improvements in a busy healthcare setting.

Qualifications

• GCSE English and Maths at grade C/4 or above, or equivalent qualifications or demonstrable skills.
• Willingness to undertake relevant training and professional development.
• Experience in a busy customer-facing, reception or administrative environment.
• Experience handling enquiries and providing a professional, helpful, customer-focused service.
• Experience managing competing priorities and working effectively under pressure.
• Experience working collaboratively as part of a team.
• Experience using IT systems and maintaining accurate records.
• Experience handling confidential or sensitive information appropriately.

Responsibilities

• Coordinate day-to-day operations across all reception areas, monitor activity and respond to pressures to maintain patient services.
• Allocate daily tasks, monitor workloads and ensure work is completed within agreed timescales.
• Prepare reception rotas at least four weeks ahead and coordinate staffing, telephone cover, breaks and leave cover.
• Provide hands-on reception support during busy periods, staffing shortages or other operational pressures.
• Guide and support reception colleagues, including induction, training, constructive feedback and communication of practice updates.
• Raise concerns about conduct, attendance or performance with the Practice Management Team.
• Help colleagues manage difficult patient conversations and resolve queries, concerns and informal complaints; elevate formal complaints, safeguarding concerns and significant incidents.
• Promote a welcoming and professional patient service, with dignity, respect and confidentiality.
• Support compliance with practice policies, NHS requirements and relevant CQC standards, including information governance, safeguarding and infection prevention.
• Support use of EMIS Web, online consultation platforms and other practice systems, and promote accurate patient records.
• Encourage mandatory training, report risks and incidents, and help implement operational procedures.
• Work with the Practice Management Team to monitor reception performance, improve access and services, contribute to meetings and planning, and undertake other appropriate duties.

Skills

Literacy skills

Numeracy skills

IT skills

Communication

Interpersonal skills

Organisation

Prioritisation

Guiding colleagues

Decision making under pressure

Patient service

Discretion

Reliability

Flexibility

Teamwork

Education

GCSE English

GCSE Maths

Tools

EMIS Web

Job description

The Patient Services Team Leader sits within the reception service at Chorlton Family Practice, working alongside the Practice Management Team. The post coordinates daily reception operations, rotas and workloads while supporting colleagues and resolving patient queries. It is a hands-on leadership role in a busy GP practice, combining team guidance with reception cover and service improvement. Applicants need GCSE English and Maths at grade C/4 or equivalent, alongside experience in a busy customer-facing, reception or administrative setting.

What the job involves

• Coordinate day-to-day operations across all reception areas, monitor activity and respond to pressures to maintain patient services
• Allocate daily tasks, monitor workloads and ensure work is completed within agreed timescales
• Prepare reception rotas at least four weeks ahead and coordinate staffing, telephone cover, breaks and leave cover
• Provide hands-on reception support during busy periods, staffing shortages or other operational pressures
• Guide and support reception colleagues, including induction, training, constructive feedback and communication of practice updates
• Raise concerns about conduct, attendance or performance with the Practice Management Team
• Help colleagues manage difficult patient conversations and resolve queries, concerns and informal complaints; elevate formal complaints, safeguarding concerns and significant incidents
• Promote a welcoming and professional patient service, with dignity, respect and confidentiality
• Support compliance with practice policies, NHS requirements and relevant CQC standards, including information governance, safeguarding and infection prevention
• Support use of EMIS Web, online consultation platforms and other practice systems, and promote accurate patient records
• Encourage mandatory training, report risks and incidents, and help implement operational procedures
• Work with the Practice Management Team to monitor reception performance, improve access and services, contribute to meetings and planning, and undertake other appropriate duties

What’s required

Qualifications

• Good general education, including GCSE English and Maths at grade C/4 or above, equivalent qualifications or demonstrable skills
• Willingness to undertake relevant training and professional development

Experience

• Experience in a busy customer-facing, reception or administrative environment
• Experience handling enquiries and providing a professional, helpful, customer-focused service
• Experience managing competing priorities and working effectively under pressure
• Experience working collaboratively as part of a team
• Experience using IT systems and maintaining accurate records
• Experience handling confidential or sensitive information appropriately

Skills & knowledge

• Good literacy, numeracy and IT skills, with willingness to learn new systems
• Excellent communication and interpersonal skills, with a friendly, professional and approachable manner
• Strong organisation and prioritisation skills
• Confidence in guiding and supporting colleagues
• Ability to stay calm and make sensible decisions under pressure, with a positive, proactive and solution-focused approach
• Commitment to excellent patient service, discretion, reliability, flexibility and teamwork

Nice to have

• NVQ Level 3 or equivalent in Business Administration, Customer Service or Healthcare Administration
• Leadership, team coordination or supervisory training
• Training in customer service, conflict resolution or communication
• Experience in a GP practice, NHS or other healthcare setting, or a busy customer-facing environment
• Experience supporting, guiding or training colleagues, or working in a team leader, supervisory or senior administrative role
• Experience coordinating workloads, organising staff rotas or allocating daily tasks
• Experience handling challenging situations, patient concerns or complaints, and improving working practices or customer service
• Familiarity with EMIS Web or other clinical systems, and knowledge of NHS primary care services and patient access procedures

What’s offered

• Access to the NHS Pension Scheme
• Training and professional development opportunities
• Supportive working environment