Job summary
As Deputy
Patient Services Lead, you will play a key role in supporting the effective
day-to-day running of the Patient Services function across both surgery sites.
This is a vital operational position focused on ensuring that patients receive
a high-quality, professional and compassionate service, both in person and via
telephone.
Main duties of the job
Working closely with the Patient Services Lead and the wider management team, you will help lead and support the Patient Services team, ensuring smooth front-of-house operations, efficient telephone services, and a consistent patient experience that reflects the values of the practice. Your role will require strong leadership, excellent communication skills, and the ability to manage and motivate staff in a busy and dynamic environment.
Excellent IT skills are necessary as well as a good knowledge of SystmOne or the aptitude to learn it, as well as good working knowledge of MS Word and Excel.
About us
Prince of Wales Surgery is a friendly, patient-centred GP practice based in Dorchester and Portesham, Dorset. We are committed to providing high-quality, compassionate healthcare to our local community. Our surgery is fully equipped and well-supported by a multidisciplinary team that values professionalism, collaboration, and kindness.
Our experienced team includes GPs, nurses, healthcare assistants, receptionists, and administrative staffall dedicated to delivering excellent care. We work closely together in a supportive, inclusive environment where everyones contribution is valued.
At Prince of Wales Surgery, we foster a warm and respectful atmosphere. Our team is approachable, proactive, and passionate about improving patient outcomes. We prioritise teamwork, communication, and continuous development. We offer a rewarding and balanced work life with opportunities for professional growth and a strong focus on staff wellbeing.
Job description
Job responsibilities
The following are the core responsibilities of the Deputy Patient Services Lead. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
- Support the Patient Services Lead with the day-to-day support, leadership, first line management and guidance for the surgery Patient Services team, ensuring an efficient and professional manner is maintained and to provide cover to the team when needed.
- Supporting the Patient Services Lead in overseeing a telephony hub
- Ensure Patient Services duties are completed to the highest standard.
- To help provide communications between patients, doctors and other staff.
- Support the Patient Services Lead with the induction of all new Patient Services staff.
- Support the Patient Services Lead in the running of elements and/or services within the practice e.g. compliance with CQC, training requirements, Health and Safety audits etc.
- Support with reviewing and updating of policies and procedures specific to area of responsibility.
- Work with the Patient Services Lead and other members of the practice to identify areas for improvement and assist in change management where appropriate.
- Deputise for the Patient Services manager in dealing with day to day needs, difficulties and requirements of the partners and other clinical staff.
- Help to ensure adequate cover and the smooth running of the Patient Services Team, reporting any problems.
- The greeting of patients, dealing with their enquiries in a courteous and polite manner.
- Dealing with patient complaints relating to front desk/reception services and recording or escalating as necessary.
- Making appointments and booking patients in for surgeries and clinics.
- Answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely.
- Making appointments: offering and arranging appointments for doctors, nurses and allied healthcare professionals; setting up rotas on SystmOne
- Responding to and resolving local IT issues where appropriate liaising with IT support/or others to resolve hardware and software issues.
- Ensure the effective use of clinical systems, IT programmes and other systems used throughout the practice.
- Providing support and ensure training for current and new staff is carried out.
- Training of staff on practice IT systems as necessary.
- To promote Equality and Diversity and Health and Safety in themselves
Job description
Job responsibilities
The following are the core responsibilities of the Deputy Patient Services Lead. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
- Support the Patient Services Lead with the day-to-day support, leadership, first line management and guidance for the surgery Patient Services team, ensuring an efficient and professional manner is maintained and to provide cover to the team when needed.
- Supporting the Patient Services Lead in overseeing a telephony hub
- Ensure Patient Services duties are completed to the highest standard.
- To help provide communications between patients, doctors and other staff.
- Support the Patient Services Lead with the induction of all new Patient Services staff.
- Support the Patient Services Lead in the running of elements and/or services within the practice e.g. compliance with CQC, training requirements, Health and Safety audits etc.
- Support with reviewing and updating of policies and procedures specific to area of responsibility.
- Work with the Patient Services Lead and other members of the practice to identify areas for improvement and assist in change management where appropriate.
- Deputise for the Patient Services manager in dealing with day to day needs, difficulties and requirements of the partners and other clinical staff.
- Help to ensure adequate cover and the smooth running of the Patient Services Team, reporting any problems.
- The greeting of patients, dealing with their enquiries in a courteous and polite manner.
- Dealing with patient complaints relating to front desk/reception services and recording or escalating as necessary.
- Making appointments and booking patients in for surgeries and clinics.
- Answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely.
- Making appointments: offering and arranging appointments for doctors, nurses and allied healthcare professionals; setting up rotas on SystmOne
- Responding to and resolving local IT issues where appropriate liaising with IT support/or others to resolve hardware and software issues.
- Ensure the effective use of clinical systems, IT programmes and other systems used throughout the practice.
- Providing support and ensure training for current and new staff is carried out.
- Training of staff on practice IT systems as necessary.
- To promote Equality and Diversity and Health and Safety in themselves
Person Specification
Knowledge and Skills
Essential
- Experience of working with clinical systems or other database systems
- A methodical and well organised approach to work and ability to prioritise
- Excellent communication skills (written and oral)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving & analytical skills
- Effective time management
- Competent in the use of Office and Outlook
- Ability to follow policy and procedure
- Good administrator
Desirable
- Experience of working with SystmOne
Qualifications
Essential
- Educated to GCSE level or equivalent
- GCSE Mathematics & English (C or above)
Desirable
- Hold a relevant management or leadership qualification
Experience
Essential
- Experience of working in a customer service setting
- Experience of supporting effective office administrative systems
- Telephony and customer service experience
Desirable
- Experience of working in General Practice or health care
- Experience in a supervisory role
Personal Qualities and Requirements
Essential
- Sensitive, caring and able to show empathy in difficult situations
- Forward thinker
- High levels of integrity
- Motivated
- Availability to work Mondays and Fridays
- Flexibility to work outside of core office hours if required
- Full UK Driving Licence and access to a vehicle which can be used for work purposes
Person Specification
Knowledge and Skills
Essential
- Experience of working with clinical systems or other database systems
- A methodical and well organised approach to work and ability to prioritise
- Excellent communication skills (written and oral)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving & analytical skills
- Effective time management
- Competent in the use of Office and Outlook
- Ability to follow policy and procedure
- Good administrator
Desirable
- Experience of working with SystmOne
Qualifications
Essential
- Educated to GCSE level or equivalent
- GCSE Mathematics & English (C or above)
Desirable
- Hold a relevant management or leadership qualification
Experience
Essential
- Experience of working in a customer service setting
- Experience of supporting effective office administrative systems
- Telephony and customer service experience
Desirable
- Experience of working in General Practice or health care
- Experience in a supervisory role
Personal Qualities and Requirements
Essential
- Sensitive, caring and able to show empathy in difficult situations
- Forward thinker
- High levels of integrity
- Motivated
- Availability to work Mondays and Fridays
- Flexibility to work outside of core office hours if required
- Full UK Driving Licence and access to a vehicle which can be used for work purposes
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.