About this role
Job summary
The Patient Services Supervisor supports the effective operational management of the Practice, ensuring high-quality patient services and staff performance. The role provides day-to-day supervision of the Patient Services and Administration team.
Main duties of the job
Key Duties and Responsibilities:
Assist the Operations Manager in their role and undertake tasks as delegated by them to ensure the efficient running of the office at the Westgate Practice. To be flexible in their approach to work
Deal objectively and sympathetically with aggrieved patients.
Patient management
Deal objectively and sympathetically with aggrieved patients.
To deal effectively with low level complaints, avoiding where possible potential formal complaints received by the Practice.
To resolve concerns raised by patients on administrative matters and investigate as appropriate.
People Management
To oversee and supervise the work of the Patient Services Team.
To assist in the delivery of the staff training programme to the Patient Services Team.
To set an example and ensure fairness to the Patient Services Team by showing the highest levels of excellence and professionalism in all duties.
To ensure a high standard of service at all times.
To participate in the induction and training of new staff to the team.
To organise the team in times of staff sickness to ensure essential posts are covered and organise additional cover when needed whilst being aware of a cash limited overtime budget.
To ensure members of the PSA team and Secretaries are up to date with the courses provided via practice index at the time of their appraisal
Deal with any grievances regarding other members of the PSA team
About us
Our Vision
Westgate Practice will deliver the very best health care to our patients, now and in the future.
Our Mission
Westgate Practice mission is to be an outstanding general practice by delivering high quality care to all our patients, in a timely way and in an environment that meets the individual needs of our patients and staff.
Our Values
Caring & Compassionate
To be caring and compassionate, upholding the dignity and maintaining the confidentiality of each patient receiving care.
Responsive
Provide a responsive service that patients can access when they need us.
Proficient
To promote teaching and training, supporting our staff to develop their skills and cherishing our role in training GPs of the future.
Continual Improvement
To share our vision, to learn from feedback, embrace change and be the best we can be.
Professional
To be professional and accountable for our actions. To be open and responsible.
Fairness & Equality
To be fair and equitable with our patients, stakeholders and staff.
Value & Respect
To value & respect our patients, colleagues and stakeholders.
Job description Job responsibilities
JOB DESCRIPTION
Job Title: Patient Services Supervisor
Reports to: Operations Manager
Work Location: Greenhill/Shenstone
Internal Contacts: Partners, all practice staff (other doctors, management team, ANP, nursing team and Patient Service Assistant teams), Community Staff and Building Administrator.
External Contacts: Patients, Doctors, Consultants, Hospitals, Ambulance Service, Social Services, CCG, Insurance Companies, etc.
Supervisory responsibilities PSA team including Secretaries, Read coders, Yellow Team, Meds management team and Records Team.
Job Summary: A key member of the team, responsible for ensuring a high standard of administrative support and line management. Ensure an efficient patient reception service is maintained in the practice.
Key Duties and Responsibilities:
Assist the Operations Manager in their role and undertake tasks as delegated by them to ensure the efficient running of the office at the Westgate Practice. To be flexible in their approach to work
Patient management
1. Deal objectively and sympathetically with aggrieved patients.
2. To deal effectively with low level complaints, avoiding where possible potential
formal complaints received by the Practice.
3. To resolve concerns raised by patients on administrative matters and investigate as appropriate.
Human Resources
To assist in the delivery of the staff training programme to the Patient Services Team.To set an example and ensure fairness to the Patient Services Team by showing the highest levels of excellence and professionalism in all duties.To ensure a high standard of service at all times.Be supportive of the PSA team.To participate in the induction and training of new staff to the team.To organise the patient services team in times of staff sickness to ensure essential posts are covered and organise additional cover when needed whilst being aware of a cash limited overtime budget.Liaise with the Operations Manager to ensure that relevant staff are trained on any new IT systems.Complete annual appraisals and return to work interviews for their own group of Patient Services Team members and SecretariesTo ensure members of the PSA team and Secretaries are up to date with the courses provided via practice index at the time of their appraisal.
Office Management
1. To undertake reception duties on a regular basis (see current PSA Job Description).
2. To oversee and supervise the work of the Patient Service Assistants (PSAs).
3. To be familiar with all aspects of the PSA office tasks.
4. To prioritise and allocate those tasks to PSAs.
5. Assess the procedures in place and recommend changes to improve the standard of service offered.
6. To assist the Operations Manager to keep up to date procedures, policies and protocols.
7. Actively participate in practice activity by attending the supervisors meetings and attend other team meetings as required.
8. Liaise with the Management Administration Officer regarding the maintenance of the premises and report faults to them.
9. Assist in the training of new staff.
10. To encourage and motivate staff and lead by example
11. Timely review of incoming Westgate emails and taking the required actions.
12. Record 3rd party consent.
13. Provide annual leave cover for the Administrations Officer where needed
14. To assist in implementing changes (imposed by the practice or on the practice by external organisations and the NHS in general) efficiently and with a minimum of disruption to the day to day functioning of the office.
Management of clinician referrals sent via task
1. To deal with the tasks sent to the referrals team in a timely effective manner
2. To pass/gather more information from the referring GP to complete the referral process.
3. To ensure we have the most up to date contact information and forms required to complete the referral process
1. Actively participate in practice activity by attending the supervisors meetings.
2. Assist in ensuring the office has a professional appearance and provides a pleasant working environment.
3. To ensure adequate handover of all of the individual supervisor tasks prior to a period of annual leave and shift change
4. As required to open up Greenhill in the morning, allocate rooms to clinicians. (see Opening up at Greenhill policy)
5. To ensure full use is made of the advancements available in information technology.
6. To assist with minor computer problems and hardware failures and to call in further support as required in the absence of IT cover
Individual supervisor roles may include
Scanning
1. To be a point of contact for members of the scanning team
2. To monitor the workload and report any back log to the Operations Manager
3. To organise the team to cover annual leave, sickness, and fluctuations in workload
Yellow team
1. To be a point of contact for members of the medicines management/Yellow team
2. To monitor the workload and report any back log to the Operations Manager.
3. To organise the team to cover annual leave, sickness, and fluctuations in workload
Records management
1. To be a point of contact for members of the records team
2. Maintenance of office filing systems
3. To monitor the workload and report any back log to the Operations Manager
4. To organise the team to cover annual leave, sickness, and fluctuations in workload
The above list of duties and responsibilities is not intended to be exhaustive. The post holder may from time to time be asked, by the Partners or their representatives, to undertake other tasks commensurate with their grade and post.
Confidentiality:
All employees are subject to the requirements of the Data Protection Act and must maintain strict confidentiality in respect of patient records.
Flexibility:
Flexibility is essential at all times to ensure that the office is well staffed including at times of holiday and sickness. Staff may be required to work at the Shenstone branch surgery from time to time
Uniform:
A uniform will be provided and worn by all staff whilst on duty. A name badge will also be worn at all times.
Health and Safety:
Whilst the Practice and the Primary Care Trust are responsible for safeguarding your health, safety and welfare whilst at work, all employees have an equal responsibility for maintaining safe working practices for their own health and safety whilst in employment. The post holder has a responsibility to bring to the attention of the Operations Manager (or building administrator as appropriate) any failing, which could be to the detriment of self, other employees, patients or visitors.
Staff must also ensure that they are familiar with the procedures to be followed in case of fire and that they know where the nearest fire alarm, extinguishers and fire exits are situated.
Changes in Primary Care:
The post holder should be aware that these tasks are subject to change, particularly when changes are imposed on the Practice by external organisations and the NHS in general. Any substantial changes will be discussed and training given.
Training:
The practice uses the EMIS Web clinical system. Full training will be provided on an ongoing basis.
Safeguarding:
All employees are required to act in such a way that at all times safeguards the health and well-being of children and vulnerable adults. Familiarisation with and adherence to Safeguarding policies is an essential requirement of all employees as is participation in related mandatory/statutory training.
Date Job Description Reviewed: August 2026
Person Specification
Qualifications Essential
GCSE (or equivalent) in English and Maths
Personal Qualities Essential
Articulate both verbally and in writing Excellent interpersonal skills Ability to delegate Use of initiative Excellent patient care skills Ability to work under pressure Flexible approach to workload Team player Smart appearance
Experience Essential
Computer literacy; working knowledge of Microsoft packages, e.g. Word, Excel and Outlook Previous experience of people management, i.e. managing performance, capability and absence management Previous employment in NHS or another medical environment Experience of managing competing priorities Experience of KPI monitoring
Desirable
Knowledge of EMIS computerised system
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 Westgate Practice
Address Greenhill Health Centre
Church Street
Lichfield
Staffordshire
WS13 6JL
United Kingdom
Employer's website https://www.westgatepractice.co.uk/ (Opens in a new tab)