Patient Services Team Leader

Job description

Job responsibilities

Job descriptionJob responsibilities

Provide a leadership role for all reception staff and ensure staff stay motivated.

Act as a role model, demonstrating and promoting standards expected by the practice.

To ensure we deliver a high standard of customer service to all patients who make contact with our practice.

Act as a first port of call for all staff including clinicians and deal with any urgent queries thoroughly and efficiently.

Oversee the work of the team and establish priorities on a daily basis

Facilitate effective and responsive communication between teams.

Assist with recruitment, and lead on Induction and training of all new reception staff to agreed standards and act as mentor for new staff.

Co-ordinate the clinics on a daily basis ensuring appointments are booked appropriately and with the right clinician.

Support the team with booking of appointments following signposting procedures. And ensure these are kept up to date.

Regularly review of Patient Services SOPs and undertake audits of processes

Undertake coaching and training within the team, return to work meetings and performance management with the support of the Operations Manager.

Monitor workload pressures in reception and amend the rota accordingly for the needs of the business.

Manage staffing to ensure adequate levels are adhered to in the event of shortages for the reception team and ensure adequate cover is sought to fill any gaps. There will be times where you will need to take phone calls and carry out other reception tasks to support the team.

Deal with more complex enquiries from patients.

Continually assess and evaluate systems, recommending changes and improvements to the management team as appropriate.

Deal with general telephone enquiries from patients and general public.

Liaise with other members of primary care and outside agencies as required.

Deal with simple IT problems and for more complex issues contact the GP IT department to solve the issue.

Conduct appraisals, staff reviews and training when required.

Devising agendas and help lead regular Patient Services team meetings with the Operations Manager.

The above list of duties is not exhaustive and may be subject to change as deemed necessary.

Person Specification

Qualifications

Essential

• GCSE Grade A to C in English and Maths (or equivalent)
• Experience of working with the general public
• Excellent communication skills (written and oral)
• IT skills
• Clear, polite telephone manner
• 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.
• Flexible and cooperative.
• Motivated.
• Forward thinker.
• High levels of integrity and loyalty.
• Sensitive and empathetic in distressing situations.
• Ability to work under pressure.

Desirable

• Experience working in a GP practice or primary care setting.
• Experience of leading and managing a team successfully

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.

Certificate of Sponsorship

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).

Employer details

Employer name

Kingsteignton Medical Practice

Address

Whiteway Road

Kingsteignton

Newton Abbot

Devon

TQ12 3HN

Employer's website

https://www.kingsteigntonmedicalpractice.co.uk (Opens in a new tab)