Patient Services Team Leader - General Practice

NHS; Milnthorpe; On-site; GBP 30,000 - 40,000; Full time

Job summary

A healthcare organization in Milnthorpe is looking for a Team Leader for their Patient Services team. The role involves managing team responsibilities, coordinating schedules, and ensuring efficient service for patients through effective team leadership. Ideal candidates will have experience in primary care and excellent interpersonal skills. Join a supportive environment with opportunities for growth.

Benefits

Supportive working environment

Opportunities for professional growth

Qualifications

• Experience in primary care is essential.
• Ability to maintain a high standard of accuracy and quality is crucial.
• Must be able to problem-solve and multi-task effectively.

Responsibilities

• Manage the Patient Advisor and Reception teams.
• Coordinate rotas and train new members.
• Handle enquiries from patients and liaise with healthcare professionals.
• Introduce changes to procedures and ensure team training.

Skills

Excellent communication and interpersonal skills

Proven experience in managing a team

Experience of providing excellent customer service

Calm under pressure

Flexible approach to service needs

Tools

EMIS clinical system

Job description

Our Patient Services team is the backbone ofthe practice and keeps everything running smoothly. Its a friendly team,ensuring that patients journey through our services are smooth and efficient.It will be pressured at times, but also very rewarding.

The team leads are key in ensuring that theteam works efficiently and effectively. You will be joining in the work of theteam, but also responsible for the teams organisation, HR and additionalduties. For this post, we are particularly interested in candidates with linemanagement and training experience for teams.

As a team leader, you will be the first pointof call for your team to receive enquiries from patients and members of thepublic. You will be a key member of the team which co-ordinates the rotas,arranges cover as appropriate, trains new members of the team, and performsline management duties including appraisals and additional higheradministrative tasks.

Main duties of the job

Main duties and responsibilities of the TeamLeader

• Line management of the Patient Advisor and Reception teams
• Rota coordination for the team
• Training new members of the team and implement newprocedures and protocols as they arise
• Consulting on proposed changes to the practice
• Tasks from GPs and senior management
• AppointmentBook Management
• OperationalOversight of Daily Clinics
• Digital& Access Systems

Overseeing your team with:

Processing requests for appointments, visits andconsultations clearly, politely and efficiently

Signposting patients to appropriate healthcareprofessionals and services

Dealing with all telephone, digital and in personqueries from patients and acting as liaison with doctors and other staff asnecessary

Allocate appointments sensibly, using initiativewhere appropriate

Registering new patients and explaining practiceprocedures

Updating the patient record system using agreedcodes

Ensuring the reception area and waiting areas aretidy and clean during surgery hours

Dealing with incoming emails, letters andelectronic triage requests

About us

Why Join Our Team?

We offer a supportive and collaborative working environment where your skills and contributions are truly valued. Our practice encourages professional growth, providing opportunities for further development and career progression. With a friendly, patient-focused team and a commitment to excellence in primary care, this is the perfect place to build a rewarding career.

Job responsibilities

See Attached

The Patient Services team creates a positive,friendly and caring patient experience, responsible for both the traditionalreception role of welcoming and signposting patients to appropriate healthcareprofessionals and administering the busy back-office work of patient triage,prescriptions, and providing task-based support to the clinicians andmanagement.

This is a fast-paced role in a busy anddemanding environment. We need our staff to be flexible, resilient, wellorganised, and able to problem-solve and multi-task whilst maintaining afriendly and approachable manner. It will be your job to ensure the members ofthe team act accordingly.

As a team leader, you will be the first pointof call for your team to receive enquiries from patients and members of thepublic. You will be a key member of the team which co-ordinates the rotas,arranges cover as appropriate, trains new members of the team, and performsline management duties including appraisals and additional higheradministrative tasks.

An important part of the role is acting as abridge between the team and senior management. You will be consulted on changesto procedures in the practice that may be required for new IT or new ways ofworking and your expertise and advice will be highly respected. You will beexpected to introduce changes to the team and ensure that all members areappropriately trained.

Person Specification

Experience

• Working in primary care
• Excellent communication and interpersonal skills
• Proven experience in managing a team
• Experience of providing excellent customer service
• Thorough and able to maintain a high standard of accuracy and quality
• Calm under pressure
• A flexible approach to the needs of the service
• Experience of EMIS clinical system

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.