Job summary Looking for a new rewarding opportunity in a progressive and developing organisation? Come and join the Heart of Lincoln Medical Group, a group of practices that are growing and developing their services. We are looking to recruit staff that have a real passion and drive to deliver high quality patient centred primary care services to our diverse, multicultural population in the centre of Lincoln. Main duties of the job To work in a patient facing role as part of the Patient Care Advisor (PCA) team supervising a team of the Patient Care Advisors with responsibility for ensuring positive patient experience and improving the effectiveness of the service. About us Heart of Lincoln Medical Group is a group of GP Practices across Lincoln comprising of Portland Medical Practice - along with a branch site Newland, Newark Road Surgery and University of Lincoln Health Services. Date posted 20 March 2025 Pay scheme Other Salary £14.26 an hour Contract Permanent Working pattern Full-time Reference number A0720-25-0006 Job locations City Medical Practice 60 Portland Street Lincoln LN5 7LB Job description Job responsibilities Coordinate and supervise the PCA team to ensure all work is completed effectively and safely and all patient contact (telephone, online or face to face) is managed with care and in line with set targets. Work within the PCA team to provide guidance or information, book appointments or signpost patients to alternative services, as appropriate. Ensure all allocated administrative tasks, for example, new patient registrations and repeat prescriptions, are managed safely, efficiently and effectively in line with standard operating processes and agreed timelines. Ensure exemplary customer skills are in place across the whole team. Train team to quickly build rapport with all patients so that they feel confident to provide information required to ensure they are appropriately directed. To support the team in dealing with difficult patients Work with Patient Services Manager and other members of the management team (including other PCA Team Leads) to develop new standard operating policies and procedures for any service re-design and train PCA team accordingly. Manage both planned and unplanned absence in line with the Heart of Lincoln Medical Group policies and procedures using our HR system and ensure adequate staffing levels are maintained to deliver the service Undertake return to work interviews following unplanned absence and ensure process and policies are followed Undertake annual appraisals, training and development plans and objective setting for team members Undertake regular team meetings and monthly reviews of individual and team performance with plans for improvement if required Support any recruitment in conjunction with other PCA Team Lead colleagues. Undertake induction training for all new team members and provide hands-on training and monitor performance during probation period. Ensure all team members undertake their mandatory and statutory training in line with Group policies and procedures. Proactively manage patients in difficult situations, within the scope of capability, to minimise complaints and improve patient experience and train PCA team to handle these difficult situations themselves. Provide support to the Patient Services Manager in complaints administration. Ensure high standards are maintained across the site and office environment. Troubleshoot and resolve any day-to-day site issues. Work collaboratively across the practices to improve systems, processes and service efficiency and cover for each other as required. Job description Job responsibilities Coordinate and supervise the PCA team to ensure all work is completed effectively and safely and all patient contact (telephone, online or face to face) is managed with care and in line with set targets. Work within the PCA team to provide guidance or information, book appointments or signpost patients to alternative services, as appropriate. Ensure all allocated administrative tasks, for example, new patient registrations and repeat prescriptions, are managed safely, efficiently and effectively in line with standard operating processes and agreed timelines. Ensure exemplary customer skills are in place across the whole team. Train team to quickly build rapport with all patients so that they feel confident to provide information required to ensure they are appropriately directed. To support the team in dealing with difficult patients Work with Patient Services Manager and other members of the management team (including other PCA Team Leads) to develop new standard operating policies and procedures for any service re-design and train PCA team accordingly. Manage both planned and unplanned absence in line with the Heart of Lincoln Medical Group policies and procedures using our HR system and ensure adequate staffing levels are maintained to deliver the service Undertake return to work interviews following unplanned absence and ensure process and policies are followed Undertake annual appraisals, training and development plans and objective setting for team members Undertake regular team meetings and monthly reviews of individual and team performance with plans for improvement if required Support any recruitment in conjunction with other PCA Team Lead colleagues. Undertake induction training for all new team members and provide hands-on training and monitor performance during probation period. Ensure all team members undertake their mandatory and statutory training in line with Group policies and procedures. Proactively manage patients in difficult situations, within the scope of capability, to minimise complaints and improve patient experience and train PCA team to handle these difficult situations themselves. Provide support to the Patient Services Manager in complaints administration. Ensure high standards are maintained across the site and office environment. Troubleshoot and resolve any day-to-day site issues. Work collaboratively across the practices to improve systems, processes and service efficiency and cover for each other as required. Person Specification Qualifications Essential GCSE or NVQ Level 3 or equivalent experience or above Experience working in a busy and fast-paced people-focused environment is essential to allow for the scope of working in this role. Experience and confidence working on the phone and with IT systems is essential. candidates must be IT literate and confident in the use of Microsoft Office and multiple software systems Ability to build rapport quickly, demonstrate empathy and understanding and be a good listener. Ability to remain calm and collected in tense and uncomfortable situations. Ability to learn quickly and demonstrate initiative. Excellent communication skills both written and verbal. Desirable Experience in general practice is desirable but not essential. Experience supervising others is desirable. Person Specification Qualifications Essential GCSE or NVQ Level 3 or equivalent experience or above Experience working in a busy and fast-paced people-focused environment is essential to allow for the scope of working in this role. Experience and confidence working on the phone and with IT systems is essential. candidates must be IT literate and confident in the use of Microsoft Office and multiple software systems Ability to build rapport quickly, demonstrate empathy and understanding and be a good listener. Ability to remain calm and collected in tense and uncomfortable situations. Ability to learn quickly and demonstrate initiative. Excellent communication skills both written and verbal. Desirable Experience in general practice is desirable but not essential. Experience supervising others is desirable. 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. Employer details Employer name Heart of Lincoln Medical Group (HLMG) Address City Medical Practice 60 Portland Street Lincoln LN5 7LB Employer's website https://newarkroadsurgery.co.uk/ (Opens in a new tab)