Job summary The Patient Service Team Leader supports the Patient Service Manager with the day-to-day management of the Patient Service teams, motivating and managing staff, optimising efficiency and overall performance, ensuring the practice achieves its long-term strategic objectives in a safe and effective working environment. The Patient Service Team Leader will focus on the day-to-day operability of the practice, championing ED&I, SHEF, Quality & CI, Confidentiality, Collaborative Working, Service Delivery, Learning and Development and promoting a positive and professional working environment. Main duties of the job Lead, supervise, and motivate the patient services teams, including data management, patient service (referrals), and medical report team. Team leaders will be expected to lead and support teams. This will include undertaking individual performance management, sickness absence management and appraisals for their team. Hold regular team meetings to address any issues, provide updates, and ensure clear communication. Conduct 1:1 meetings with team members to discuss performance, identify training needs, resolve issues, and share updates. Arrange and facilitate return-to-work discussions following employee absences Manage team schedules, rotas, and ensure appropriate staffing levels during periods of leave or sickness absence. Foster a positive, collaborative, healthy and supportive team culture About us We are a GP Practice Network, providing care to over 30,000 patients across six locations in Plymouth. We are a forward-thinking team that always aspire to fresh thinking and innovation for new or improved ways to delivering the best healthcare for our patients. We have approximately 140 employees in diverse roles of different roles including GPs, Pharmacists, Paramedics, Physiotherapists, Advanced Nurse Practitioners, Advanced Clinical Practitioners, Pharmacy Technicians, Practice Nurses, Healthcare Assistants, Phlebotomists Receptionist, Administrators and many more We recognise that staff our best asset and work hard to provide a supportive and inclusive culture where staff can thrive. Wherever you work with Pathfields, you will always have the opportunity to bring new ideas to continuously improve our service to patients. Date posted 04 April 2025 Pay scheme Other Salary £13.80 an hour Contract Permanent Working pattern Full-time, Part-time, Job share Reference number A0998-25-0004 Job locations Laira Surgery 95 Pike Road Plymouth Devon PL3 6HG Beaumont Villa Surgery 23 Beaumont Road Plymouth PL4 9BL Job description Job responsibilities Primary Responsibilities: The following are the core responsibilities of the referral team leader. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels: Operational leadership Collaborate with the Patient Service Managers and the wider management team to support the operations of the PCN, ensuring services are delivered efficiently and seamlessly. Provide support for the operational functions of the designated branch site, addressing issues such as IT and building concerns to ensure maximum efficiency and seamless service delivery. Ensure adherence to operational policies and procedures, as well as regulatory compliance. Responsible for the day-to-day management of the site. To provide overall support inclusive of all teams on the designated site Deal with patient queries both face to face and over the telephone Deal with patient complaints, only escalating where necessary Oversee the management of the practice generic email account. Deal with IT issues as they arise, seeking assistance with more complex issues as appropriate Deal with general telephone queries from patients and general public Team Leadership Lead, supervise, and motivate the patient services teams, including data management, patient service (referrals), and medical report team. Hold regular team meetings to address any issues, provide updates, and ensure clear communication. Conduct 1:1 meetings with team members to discuss performance, identify training needs, resolve issues, and share updates. Arrange and facilitate return-to-work discussions following employee absences. Manage team schedules, rotas, and ensure appropriate staffing levels during periods of leave or sickness absence. Foster a positive, collaborative, healthy and supportive team culture Patient Experience Continuously assess and challenge processes to enhance practice efficiency, identifying and implementing improvements. Address patient complaints and concerns professionally and promptly, adhering to practice policies and ensuring effective resolutions. Performance Monitoring Oversee and track daily, weekly, and monthly performance metrics, as well as key performance indicators (KPIs). Collect and analyse patient experience data to monitor service quality and identify areas for improvement. Patient Service specific Responsibilities: Supervising and mentoring patient service and data management team, providing training, and ensuring high performance standards. Coordinating daily duties, managing schedules, and ensuring efficiency. Foster open and transparent communication within the team to ensure everyone is aligned on goals and processes. Actively listen to team members concerns and suggestions to create a supportive work environment. Stay calm and composed under pressure to inspire confidence in your team. Encourage team members to take ownership of their responsibilities while offering guidance when needed. Recognise and celebrate achievements to boost morale and motivation. Address patient complaints or team conflicts promptly and professionally, using them as opportunities to learn and improve. Develop contingency plans for common issues, like understaffing or technical failures. Use key performance indicators (KPIs) to track progress and provide constructive feedback during regular evaluations. Encourage collaboration and mutual respect among team members. Leading the Patient Service and Data Management teams, providing support and guidance and ensuring high performance standards. Leading by example, demonstrate the behaviours and values expected of all staff Be able to de-escalate. Ensure all complaints, incidents, compliments and feedback are dealt with in a timely manner. Pro-active leadership, ability to adapt. Using KPIs to track progress and set targets. Ensure any performance concerns with team members are addressed Provide positive and constructive feedback to the team on a shift-by-shift basis Work with T/Ls and managers to ensure all staff have access to support, advice and guidance to enable them to confidently fulfil their duties Proactively manage performance on shift Working collaboratively as part of the Pathfields team to exploit our full potential and enable the organisation to grow Be able to evaluate own performance General To undertake any other duties commensurate with the post and to react to statutory, legislative and NHS policy within the scope of the role. To ensure Health and Safety compliance in line with current legislation. To be accountable for Health and Safety on site, by delegating effectively and monitoring the activities of those responsible for Fire, COSHH, Incident Control, Security etc. To adhere to the practice policy on equality and diversity and ensure that all colleagues, patients and members of the public are treated with dignity and respect. To observe confidentiality of patient and practice information at all times and adhere to the practice policies in relation to data and information. This job description is not exhaustive and other duties may be assigned. Job description Job responsibilities Primary Responsibilities: The following are the core responsibilities of the referral team leader. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels: Operational leadership Collaborate with the Patient Service Managers and the wider management team to support the operations of the PCN, ensuring services are delivered efficiently and seamlessly. Provide support for the operational functions of the designated branch site, addressing issues such as IT and building concerns to ensure maximum efficiency and seamless service delivery. Ensure adherence to operational policies and procedures, as well as regulatory compliance. Responsible for the day-to-day management of the site. To provide overall support inclusive of all teams on the designated site Deal with patient queries both face to face and over the telephone Deal with patient complaints, only escalating where necessary Oversee the management of the practice generic email account. Deal with IT issues as they arise, seeking assistance with more complex issues as appropriate Deal with general telephone queries from patients and general public Team Leadership Lead, supervise, and motivate the patient services teams, including data management, patient service (referrals), and medical report team. Hold regular team meetings to address any issues, provide updates, and ensure clear communication. Conduct 1:1 meetings with team members to discuss performance, identify training needs, resolve issues, and share updates. Arrange and facilitate return-to-work discussions following employee absences. Manage team schedules, rotas, and ensure appropriate staffing levels during periods of leave or sickness absence. Foster a positive, collaborative, healthy and supportive team culture Patient Experience Continuously assess and challenge processes to enhance practice efficiency, identifying and implementing improvements. Address patient complaints and concerns professionally and promptly, adhering to practice policies and ensuring effective resolutions. Performance Monitoring Oversee and track daily, weekly, and monthly performance metrics, as well as key performance indicators (KPIs). Collect and analyse patient experience data to monitor service quality and identify areas for improvement. Patient Service specific Responsibilities: Supervising and mentoring patient service and data management team, providing training, and ensuring high performance standards. Coordinating daily duties, managing schedules, and ensuring efficiency. Foster open and transparent communication within the team to ensure everyone is aligned on goals and processes. Actively listen to team members concerns and suggestions to create a supportive work environment. Stay calm and composed under pressure to inspire confidence in your team. Encourage team members to take ownership of their responsibilities while offering guidance when needed. Recognise and celebrate achievements to boost morale and motivation. Address patient complaints or team conflicts promptly and professionally, using them as opportunities to learn and improve. Develop contingency plans for common issues, like understaffing or technical failures. Use key performance indicators (KPIs) to track progress and provide constructive feedback during regular evaluations. Encourage collaboration and mutual respect among team members. Leading the Patient Service and Data Management teams, providing support and guidance and ensuring high performance standards. Leading by example, demonstrate the behaviours and values expected of all staff Be able to de-escalate. Ensure all complaints, incidents, compliments and feedback are dealt with in a timely manner. Pro-active leadership, ability to adapt. Using KPIs to track progress and set targets. Ensure any performance concerns with team members are addressed Provide positive and constructive feedback to the team on a shift-by-shift basis Work with T/Ls and managers to ensure all staff have access to support, advice and guidance to enable them to confidently fulfil their duties Proactively manage performance on shift Working collaboratively as part of the Pathfields team to exploit our full potential and enable the organisation to grow Be able to evaluate own performance General To undertake any other duties commensurate with the post and to react to statutory, legislative and NHS policy within the scope of the role. To ensure Health and Safety compliance in line with current legislation. To be accountable for Health and Safety on site, by delegating effectively and monitoring the activities of those responsible for Fire, COSHH, Incident Control, Security etc. To adhere to the practice policy on equality and diversity and ensure that all colleagues, patients and members of the public are treated with dignity and respect. To observe confidentiality of patient and practice information at all times and adhere to the practice policies in relation to data and information. This job description is not exhaustive and other duties may be assigned. Person Specification Experience Essential Experience of working with the general public Experience of administrative duties Experience of leading / managing a team Desirable Experience of working in a health care setting Experience of providing appraisal writing and staff development Personal Qualities Essential Polite and confident Flexible and cooperative Motivated Initiative and judgement (knowing when to ask for help) Forward thinker High levels of integrity and loyalty Sensitive and empathetic in distressing situations Ability to work under pressure Other requirements Essential Flexibility to work outside of core office hours Disclosure Barring Service (DBS) check Maintains confidentiality at all times Skills Essential Excellent communication skills (written and oral) Strong IT skills Strong leadership skills with the ability to motivate and manage a diverse team. Competent in the use of Office and Outlook Ability to resolve conflicts and manage patient complaints effectively. Strong organisational skills and ability to prioritise tasks. Ability to work as a team member and autonomously Solution focused approach Good interpersonal skills Problem solving & analytical skills Ability to follow policy and procedure Desirable EMIS / Systmone / Vision user skills Qualifications Essential GCSE English (C or above) and at least three others Desirable Educated to A-level / equivalent or higher, with relevant experience AMSPAR Qualification NVQ Level 2 in Health and Social Care Leadership and / or Management Qualification Person Specification Experience Essential Experience of working with the general public Experience of administrative duties Experience of leading / managing a team Desirable Experience of working in a health care setting Experience of providing appraisal writing and staff development Personal Qualities Essential Polite and confident Flexible and cooperative Motivated Initiative and judgement (knowing when to ask for help) Forward thinker High levels of integrity and loyalty Sensitive and empathetic in distressing situations Ability to work under pressure Other requirements Essential Flexibility to work outside of core office hours Disclosure Barring Service (DBS) check Maintains confidentiality at all times Skills Essential Excellent communication skills (written and oral) Strong IT skills Strong leadership skills with the ability to motivate and manage a diverse team. Competent in the use of Office and Outlook Ability to resolve conflicts and manage patient complaints effectively. Strong organisational skills and ability to prioritise tasks. Ability to work as a team member and autonomously Solution focused approach Good interpersonal skills Problem solving & analytical skills Ability to follow policy and procedure Desirable EMIS / Systmone / Vision user skills Qualifications Essential GCSE English (C or above) and at least three others Desirable Educated to A-level / equivalent or higher, with relevant experience AMSPAR Qualification NVQ Level 2 in Health and Social Care Leadership and / or Management Qualification 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 Pathfields Medical Group Address Laira Surgery 95 Pike Road Plymouth Devon PL3 6HG Employer's website https://www.pathfields.co.uk (Opens in a new tab)