Job summary
We are seeking an experienced people leader with a passion for delivering exceptional patient care. This is an exciting opportunity to join our dedicated team at The Swan Practice as a Patient Services Team Lead.
As the Patient Services Team Lead, you will play a pivotal role in ensuring the smooth running of our reception areas across our three clinical sites. You will be the first point of contact and key support for the team, mentoring and leading our Patient Services Advisors, Seniors and Trainer to deliver high quality patient experience.
Youll take the lead on service delivery, team training and development, rota coordination, and support with recruitment. This is an excellent opportunity for someone looking to make a real impact in primary care services while building a positive and supportive team culture.
Main duties of the job
* Oversee the smooth running of reception areas across clinical sites, escalating concerns as needed
* Support and mentor Patient Services Advisors in line with practice policies and governance
* Manage patient appointment systems and team rotas
* Act as the first point of contact for Senior Patient Services Advisors
* Handle complex patient queries and support with complaint resolution
* Maintain accurate electronic patient records in line with protocols
* Support the training and ongoing development of the Patient Services team
* Assist with health and safety compliance, including timely completion of site checks
* Carry out additional duties as required by clinicians or senior management
* Prioritise tasks effectively in a busy environment while maintaining a professional manner
About us
The Swan Practice is a large, well-established practice, serving Buckingham and the surrounding villages. With three clinical sites and an administration hub, we are dedicated to delivering high-quality care to over 30,000 patients, and our patient bases continues to grow. As a forward-thinking practice, we are committed to creating opportunities for staff to progress and develop their careers, fostering a supportive and dynamic working environment.
Date posted
14 April 2025
Pay scheme
Other
Salary
Depending on experience
Contract
Permanent
Working pattern
Full-time
Reference number
A0325-25-0005
Job locations
Masonic House, High Street, Buckingham, Buckinghamshire, MK18 1NU
The Swan Practice, 2 Vicarage Lane, Steeple Claydon, Buckingham, MK18 2PR
The Swan Practice, North End, High Street, Buckingham, MK18 1NU
The Swan Practice, Verney Close, Buckingham, MK18 1JP
Job description
Job Purpose
The post holder will be responsible for the overall smooth running of service activity and reception areas. They will be the first point of contact for the Patient Services team. The role holder will mentor, train and support all Patient Services Advisors in their roles.
As part of a large organisation they will lead their team in the provision of traditional reception services and oversee the principle of Making Every Contact Count with active signposting and effective care navigation.
The post holder will be expected to conduct themselves in a manner appropriate to the role.
Key tasks
* Ensure the smooth running of reception areas over the clinical sites, escalating areas of concern to the Operations Manager as appropriate
* Mentor, train and support the Patient Services Advisors in line with current Practice policies and governance standards.
* Oversight of all patient appointment systems
* Oversight of team rotas
* Act as the first point of contact for the Senior Patient Services Advisors
* Efficiently manage complex patient queries and enquiries
* Advise and support the Senior Patient Services Advisors in managing low-level patient complaints and manage more complex complaints, seeking advice from the Operations Manager when required
* Maintain accurate electronic patient records in line with role requirements and within Practice protocols
* Carry out additional duties as requested by doctors, clinicians, or senior managers, where these are appropriate to the responsibilities of the role
* Prioritise tasks in a busy environment, responding to competing demands from patients and the practice team.
* Maintain a professional manner in all communications with patients and colleagues
* Support the training and ongoing development of team members
* Assist with compliance and health and safety responsibilities, ensuring all site checks are completed accurately and on time
General responsibilities for all staff
The post holder is expected to;
* Adhere to practice policies and procedures and relevant legislation including the requirements of any professional bodies
* Attend mandatory training as identified by the practice
* Highlight potential development areas
Person Specification
Personal Qualities
* Proactive and forward-thinking
* Professional, approachable, and confident
* A collaborative mindset and willingness to work closely with peer groups and other managers within the practice
* Committed to equality, diversity, and inclusion
* Adaptable and flexible in approach
* Committed to continues improvement and innovation in patient services
* Caring and empathetic in sensitive situations
* Ability to work under pressure
Experience
* Proven experience of supervising or leading a team in a customer service or administrative role, preferably in a healthcare or GP practice setting
* Strong track record of managing day-to-day operations including rotas, workload distribution, and performance monitoring
Other Requirements
* Flexibility to work outside of core office hours
* Ability to travel between sites
Skills and Knowledge
* Excellent leadership and team-building skills, with the ability to motivate, support and develop a diverse team
* Strong understanding of customer/patient service principles
* Able to think strategically and contribute to wider service development (big picture thinking)
* Excellent communication and interpersonal skills with the ability to liaise effectively at all levels
* Competent in the use of Microsoft Office applications and practice management software
* Ability to manage competing priorities and work under pressure
* Strong problem-solving skills and the ability to make sound operational decisions.
* Ability to manage schedules and rotas
Qualifications
* 5 or more passes at GCSE Level
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: The Swan Practice
Address: Masonic House, High Street, Buckingham, Buckinghamshire, MK18 1NU
Employer's website: https://theswanpractice.co.uk/
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