About this role
Job summary
We are looking for a motivated and experienced Patient Services Team Leader to join our friendly and supportive team at Ibstock & Barlestone Surgeries. This is an excellent opportunity for an individual with proven leadership experience who is passionate about delivering outstanding patient care and supporting staff to perform at their best.
As Patient Services Team Leader, you will oversee the day-to-day operation of the patient services team, ensuring patients receive a professional, efficient, and compassionate service. You will act as a key point of contact for staff, support service improvements, and help maintain a positive and productive working environment.
Main duties of the job
Key Responsibilities
Lead, support, and supervise the Patient Services Team. Ensure the smooth day-to-day running of front-line patient services. Monitor and maintain high standards of patient care and customer service. Support staff performance, wellbeing, and development. Assist with recruitment, induction, training, and onboarding of new team members. Manage staff rotas and support appropriate staffing levels. Handle patient concerns and complaints professionally and effectively. Work closely with the Practice Manager and clinical teams to improve services and patient experience. Ensure compliance with practice policies, procedures, and confidentiality requirements. Essential Requirements
Previous experience in a team leadership or supervisory role is essential. Strong people management and communication skills. Ability to motivate, support, and develop team members. Excellent organisational skills and attention to detail. Experience working in a customer-facing environment. Ability to manage competing priorities and work under pressure. Good IT skills and confidence using digital systems. Desirable Requirements
Experience working within a GP practice, primary care, NHS, or healthcare setting. Knowledge of clinical systems such as SystmOne. Experience managing performance, absence, or team development initiatives.
About us
We are a busy teaching and training practice with approximately 12,000 patients. Our innovative multidisciplinary team includes 4 GP Partners, 4 salaried GPs, 2 Emergency Care Practitioners, 3 Nurse Practitioners, 3 Health Care Assistants, 2 Pharmacists, Registrars and a Dispensary team who are all supported by our Patient Services Team.We are committed to investing in our staff and supporting career development. The successful candidate will have access to ongoing training and development opportunities, including:
Leadership and management development. Coaching and mentoring skills training. Conflict resolution and communication workshops. NHS and primary care learning opportunities. Continuous professional development support.
Job description Job responsibilities
To be responsible for the leadership of the Patient Services Team Members. Duties will include a wide range of administrative and front-line duties to support the multidisciplinary team and provide outstanding service to our patients. To also include ensuring all functions are carried out in accordance with agreed procedures, protocols and time-scales, and reporting to the Practice Manager when necessary.The following are the core responsibilities of the Patient Services 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.
This role is an on the job role and will often require you to carry out patient services team duties as per the job description, the listed duties below is an addition to the Patient services team job description.
To lead the patient services team, ensuring maximum effort from all members.
To co-ordinate with all departments.
To work in a constructive manner with all the teams within the surgery.
To be the patient services team point of contact for the rest of the Practice Team.
To act as a focal point of communication for the patient services team.
To be involved with patient services team supervisions and appraisals.
To ensure patient services team training matrix is kept up to date.
Assistance in the recruitment of patient service team members.
Organise regular team debriefs and team meetings.
Attend nurse meetings and clinical meetings.
Keep patient service team policies and procedures up to date and file accordingly.
Liaise with Practice manager when advice is required.
To assist with on boarding process of all new patient services team members to agreed standards.
Ensure adequate staffing levels via the rota in line with agreed policy.
Deal with more complex enquiries from patients and deal with complaints on a first line basis to prevent them escalating where possible.
Continually assess and evaluate systems, recommending changes and improvements to the Practice manager as appropriate.
To have a thorough knowledge of all practice procedures
Ensure building security have thorough knowledge of doors/windows/alarm systems and procedures.
Have a proactive approach to new systems or changes within the practice.
Ensure an effective and efficient service is provided to patients and any other visitors to the practice.
Ensuring that all public areas, reception area, waiting room areas and consulting rooms are stocked and are kept tidy and safe at all times.
To be aware of confidentiality at all times; ensuring only the relevant and correct information is given to patients and outside agencies such as secondary care, police and carers etc.
Attend meetings and undertake further training as agreed. Such meetings and training may be outside the normal working hours of the post holder.
Attending PPG meetings
Providing holiday and sickness cover for colleagues as requested.
Any other duties appropriate to the post as delegated by the management team/partners.
Ability to work at either of the practices two sites and move between them at short notice.
The above list of duties is not exhaustive and may be subject to change as deemed necessary to facilitate the smooth running of the practice and reflect the changing work practices within general practice.
Person Specification
Qualifications Essential
Educated to GCSE level or equivalent GCSE Mathematics & English (C or 5 or above) NVQ Level 2 in Health and Social Care
Desirable
NVQ Level 3 in Health and Social Care NVQ in leadership
Experience Essential
Experience of working with the general public Experience of working in a customer facing role Experience of administrative duties Experience in a supervisor or similar role
Desirable
Experience of working in a GP practice or health care setting
Personal Attributes Essential
Polite and confident Flexible and cooperative Has a can do attitude Reliable and trustworthy Motivated Forward thinker High levels of integrity and loyalty Ability to understand the need for confidentiality Sensitive and empathetic in distressing situations Ability to deal with difficult people and situations Ability to work under pressure
Skills Essential
Excellent communication skills (written and oral) Strong IT skills Clear, polite telephone manner Competent in the use of Microsoft Office and Outlook Effective time management (Planning & Organising) Ability to work as a member of a team and alone Good interpersonal skills Problem solving & analytical skills Ability to follow policy and procedure
Desirable
Skills and knowledge of Systmone
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 Ibstock & Barlestone Surgeries (C82012)
Address Ibstock Surgery
132 High Street
Ibstock
Leicestershire
LE67 6JP
United Kingdom
Employer's website https://www.ibstockhousesurgery.nhs.uk/ (Opens in a new tab)