Job summary
We are looking for an engaged, positive, friendly, hard-working and resilient individual to join our Patient Services (Reception) supervisory team at Cheadle Medical Practice (1-5 Ashfield Crescent, Cheadle, SK8 1BH) and Alvanley Family Practice (Woodley Health Centre, Woodley, SK6 1ND) in Stockport.
It's an incredibly busy time in General Practice - patient expectations are higher than ever, so we need someone who can work at a fast pace while delivering excellent customer service.
It's a very difficult role, including dealing with some challenging patients, but it can be very rewarding to know that your work has improved the healthcare and lives of patients across our local community. You won't be bored!
This will include a mixture of 'early' (07:00 start) and 'late' (18:30 / 20:00 finish) shifts.
Please specify your availability and potential start date as part of your application. Informal queries can be directed to the Operations Manager for Patient Services.
Please be aware that if you have been unsuccessful previously applying to our practice you will need to wait 12 months before applying again. The advert may be closed early if suitable candidate/s is/are found.
Main duties of the job
It is a requirement of the role to work across both practices on a rota basis as required for the needs of the business.
Responsible to:Operations Manager Patient Services, and Partners (for complaints and governance)Responsible for:Day-to-day line management of the Patient Services Team; oversight of patient complaints, rotas, and providing an excellent standard of service and care to patientsContract:Permanent
Job Purpose
The Patient Services Supervisor is responsible for the day-to-day supervision of the practices patient-facing functions (phones, desk, online, and other areas as required), ensuring that tasks are completed accurately, efficiently, and with a strong focus on patient experience. The post holder will work alongside other Patient Services Supervisor/s, promoting a positive, professional, and patient-focused culture.
They will also play a key role in collating patient feedback and ensuring that learning is shared and acted upon across the practice.
The role is central to embedding the practices aim to deliver anEffortless Patient Experiencewhile maintaining high standards of compliance and governance.
About us
Cheadle Medical Practice sits in a desirable area close to junction 2 of the M60. Alvanley Family Practice is in Woodley, also easily accessible from the M60.
We have around 18,000 patients on our list across both practices, so we are very busy. Our partners and management team are highly focused on using technology to allow colleagues across the building to work smarter, and this is an ongoing journey for us.
We are a training practice so have experience in helping to guide newer members of the profession through the early stages.
We are not utilising agencies for this or any other vacancy and we do not give permission for our contact details to be used for marketing purposes as per GDPR.
Job description
Job responsibilities
Key Responsibilities
Leadership & Team Management
- Provide day-to-day line management and supervision of the Patient Services Team, supporting team members to deliver high-quality work.
- Promote a positive and supportive team culture that balances compassion with adherence to policies and processes.
- Train and develop staff to provide cross-cover various functions.
- Facilitate the flow of feedback throughout the organisation, ensuring that there is a balance between the team feeling heard, and motivating people to work in the direction of the overall practice strategy.
- Contribute to the development and use of SOPs within your team and within the practice as a whole.
- Implementation of instructions from senior management and partners.
- Ensure that workloads are effectively prioritised and completed on time.
Complaints & Patient Feedback
- Own informal and non-clinical complaints, including acknowledgment, investigation, liaison with management, and drafting responses in line with NHS complaints regulations.
- Maintain accurate records of complaints.
- Collate and present patient feedback (including Friends and Family Test data) at Partners and practice meetings.
Governance & Compliance
- Ensure that relevant governance issues from team meetings are shared with the Patient Services Team where appropriate.
- Support compliance with safeguarding, information governance, and other statutory or regulatory requirements.
- Contribute to the maintenance of practice policies, including those relating to complaints, HR, and patient experience.
General
- This job description provides a framework for the role but is not exhaustive. The post holder will undertake any and all tasks reasonably delegated by the Operations Manager or Partners to ensure the effective operation of the practice.
- Training requirements will be in line with the practices Mandatory Training Policy and supported through a separate training and development plan.
Job description
Job responsibilities
Key Responsibilities
Leadership & Team Management
- Provide day-to-day line management and supervision of the Patient Services Team, supporting team members to deliver high-quality work.
- Promote a positive and supportive team culture that balances compassion with adherence to policies and processes.
- Train and develop staff to provide cross-cover various functions.
- Facilitate the flow of feedback throughout the organisation, ensuring that there is a balance between the team feeling heard, and motivating people to work in the direction of the overall practice strategy.
- Contribute to the development and use of SOPs within your team and within the practice as a whole.
- Implementation of instructions from senior management and partners.
- Ensure that workloads are effectively prioritised and completed on time.
Complaints & Patient Feedback
- Own informal and non-clinical complaints, including acknowledgment, investigation, liaison with management, and drafting responses in line with NHS complaints regulations.
- Maintain accurate records of complaints.
- Collate and present patient feedback (including Friends and Family Test data) at Partners and practice meetings.
Governance & Compliance
- Ensure that relevant governance issues from team meetings are shared with the Patient Services Team where appropriate.
- Support compliance with safeguarding, information governance, and other statutory or regulatory requirements.
- Contribute to the maintenance of practice policies, including those relating to complaints, HR, and patient experience.
General
- This job description provides a framework for the role but is not exhaustive. The post holder will undertake any and all tasks reasonably delegated by the Operations Manager or Partners to ensure the effective operation of the practice.
- Training requirements will be in line with the practices Mandatory Training Policy and supported through a separate training and development plan.
Person Specification
Experience
Essential
- Strong organisational and administrative skills.
- Proven ability to supervise, train and support staff.
- Excellent communication and interpersonal skills, with the ability to deal sensitively and positively with complaints and patient or staff concerns.
- Ability to work flexibly, independently, and collaboratively.
- Attention to detail and ability to maintain accurate records.
Desirable
- Experience of administrative/reception processes within a GP practice, including phones, desk, online queries, tasks, e-mails, scanning, prescriptions, registrations, and similar.
- Understanding of NHS complaints regulations and reporting requirements.
- Experience in collecting and presenting patient feedback for quality improvement.
Person Specification
Experience
Essential
- Strong organisational and administrative skills.
- Proven ability to supervise, train and support staff.
- Excellent communication and interpersonal skills, with the ability to deal sensitively and positively with complaints and patient or staff concerns.
- Ability to work flexibly, independently, and collaboratively.
- Attention to detail and ability to maintain accurate records.
Desirable
- Experience of administrative/reception processes within a GP practice, including phones, desk, online queries, tasks, e-mails, scanning, prescriptions, registrations, and similar.
- Understanding of NHS complaints regulations and reporting requirements.
- Experience in collecting and presenting patient feedback for quality improvement.
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.
