About this role
Job summary
Join our team at Shere Surgery & Dispensary
We are looking for an organised, approachable and proactive Patient Services Lead to join our team at Shere Surgery & Dispensary.
This is a varied, hands-on role supporting the day-to-day running of our busy GP practice. You will work closely with the Practice Manager to help keep things running smoothly, supporting our reception team, coordinating clinical rotas, monitoring appointment books and ensuring routine premises checks and administrative tasks are completed.
You will be a key point of contact for reception staff, helping with day-to-day queries, managing competing priorities and ensuring colleagues have the support they need. This role would suit someone who enjoys being organised, solving problems and working with people in a busy environment.
Main duties of the job
What will you be doing?
- Coordinating clinical rotas keeping rotas and room allocations up to date, accounting for staff leave and flagging potential gaps.
- Monitoring appointment books checking appointment templates, updating systems to reflect clinical rotas and raising capacity concerns.
- Supporting the reception team providing day-to-day guidance, helping manage workloads, supporting new staff and providing reception cover when needed.
- Keeping the premises in good order carrying out routine checks, recording issues and following up on maintenance and repairs.
- Providing administrative support maintaining accurate records, tracking outstanding tasks, meeting deadlines and supporting the Practice Manager with operational projects.
You will provide day-to-day guidance to reception staff, with formal staff management remaining the responsibility of the Practice Manager.
About us
Why join us?
This is an opportunity to play an important part in the day-to-day running of a GP practice, working alongside colleagues across the team and helping ensure patients and staff receive a well-organised service.
If you are a practical, people-focused individual who enjoys making things work well behind the scenes, we would love to hear from you.
Job description
Job responsibilities
A. Clinical Rota Coordination
Prepare and maintain clinical rotas, taking account of annual leave, study leave and other known absences.
Raise potential staffing problems with the Practice Manager as early as possible.
Ensure clinical sessions and room allocations are kept up to date on the relevant systems.
B. Appointment Book Monitoring
Regularly check appointment books and session templates, identifying gaps, errors or booking issues.
Update the appointment system weekly to reflect the latest clinical rotas, monitoring appointment availability against demand and raising any concerns about capacity or safe service provision with the Practice Manager
Liaise with reception staff to resolve routine booking queries and discrepancies.
Make routine administrative changes in line with agreed procedures, referring decisions about clinical capacity to the Practice Manager.
C. Reception Team Support
Act as the first point of contact for routine queries about reception procedures and administrative systems.
Help staff manage workloads and prioritise tasks during busy periods.
Help ensure reception procedures are followed and tasks are completed accurately and on time.
Support the induction and training of new reception staff.
Provide reception cover when needed, while ensuring that other key responsibilities are also completed.
Refer patient complaints, staff conduct issues and other concerns requiring management input to the Practice Manager.
The Patient Services Lead will provide day-to-day guidance to reception staff but will not be responsible for formal line management, appraisals or disciplinary matters.
D. Premises and Health and Safety Checks
Carry out agreed routine checks of the practice premises and record the results.
Report any faults, hazards or maintenance issues to the Practice Manager.
Keep a record of outstanding repairs and follow up with the relevant person or contractor as agreed.
Bring any unresolved issues or overdue repairs to the Practice Manager's attention.
Ensure checklists and associated records are kept up to date.
Overall responsibility for premises management and health and safety arrangements remains with the Practice Manager.
E. Administrative Support to the Practice Manager
Provide general administrative and operational support to the Practice Manager.
Maintain rotas, staffing records, appointment-book trackers, premises checklists and other relevant spreadsheets.
Keep track of outstanding tasks and deadlines, following up with colleagues or contractors where necessary.
Keep the Practice Manager informed of staffing gaps, appointment-book issues, premises concerns and outstanding actions.
Assist with practice projects and other tasks as required.
Handle confidential information appropriately and follow practice policies and procedures.
Person Specification
Essential
- Good organisational and administrative skills, with attention to detail.
- Able to manage competing priorities and work in a busy environment.
- Good communication and interpersonal skills.
- A practical and proactive approach to identifying and resolving problems.
- Able to support colleagues and provide guidance when needed.
- Confident using IT systems, spreadsheets and administrative software.
- Calm, approachable and professional.
- Able to work independently while recognising when to ask for advice or escalate an issue.
- Reliable in keeping records up to date and following tasks through to completion.
Desirable
- Experience working in general practice, primary care or another healthcare setting.
- Experience using EMIS Web.
- Experience coordinating rotas, appointments or staffing arrangements.
- Experience supporting reception or administrative teams.
- Experience carrying out premises checks, maintaining records or arranging building repairs.
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
Shere Surgery & Dispensary
Address
Gomshall Lane
Shere
Guildford
Surrey
GU5 9DR
United Kingdom
Employer's website
https://www.sheresurgery.nhs.uk/ (Opens in a new tab)