Patient Services Team Leader
Job Description
Job summary
To provide leadership and direction to Patient Services Team, ensuring that we deliver excellent patient care and act as a focal point of communication between patients, clinicians and all other members of staff.
You will be joining our Patient Services Team in this role designed to make patient interactions with the practice more streamlined and efficient. Your focus will be on meeting the individual needs of each and every patient. Also, supporting the PST in the every day roles.
If you share our values of collaboration, integrity, quality, respect and wellbeing and are looking for a new challenge, we would love to hear from you.
Main duties of the job
Our successful candidate will have a busy and varied role which will include processing online consultation requests, arranging follow-up patient care requested by clinicians, care navigating patients to appropriate services, performing a range of administrative duties to support patient care and supporting our frontline reception services during peak calling times.
You will have excellent communication skills and the confidence to work in a busy and demanding environment. Experience of general administration processes and record keeping will be helpful and you must be computer literate with the ability to learn our IT systems quickly. Above all, you will be committed to delivering high quality patient care.
About us
We are a large rural practice with over 35,000 patients. As a single-practice Primary Care Network, we have a wonderful opportunity to transform care for our patients. We operate from 7 locations across Holderness and you must also be willing to travel between sites as necessary. Our hard-working and dedicated team includes 23 GPs, an extensive multi-disciplinary team of healthcare professionals and a great patient services team.
We offer a welcoming practice environment, 25 days annual leave plus bank holidays, access to the NHS pension scheme and the chance to shape this brand new role which we see as central to the future of care for our most complex and vulnerable patients.
The closing date is Friday 17th July 2026.
Job responsibilities
Role Purpose:
To provide leadership and direction to Patient Services Team, ensuring that we deliver excellent patient care and act as a focal point of communication between patients, clinicians and all other members of staff.
Leadership
Assist with delivering the practices strategic goals, taking responsibility for shaping the way of working providing administrative support for the (PST) patient services team
To provide leadership, supervision and management of the PST working in the service
To provide leadership, supervision and management of the care coordinators working as part of the PST in the service
Develop a targeted approach to patient care to ensure vulnerable, deprived and difficult to reach groups care needs are met and have equitable access to local services
Support your team to prioritise and manage their workload effectively
Work closely with other Team Leaders and the wider Management Team to ensure a smooth patient journey between different elements of Holderness Healths services
Provide training, coaching and mentoring for new and existing members of the PST
Manage PST annual leave and absences
Co-ordinate PST supervisions and annual reviews
Monitor call waiting times via the telephone system setting KPIs for the PST
Service Management
Assign roles and responsibilities within your team to ensure the effective co-ordination of administrative services to support patient care
Design and implement new systems and processes to support the role the PST team
Support active queue management within practice buildings, minimising waiting times for patients and supporting care navigation
Task Management
Provide target figures for smears and child health surveillance and send off quarterly reports
Co-ordinate the completion of patient-related tasks assigned to your team
Co-ordinate the completion of general correspondence on behalf of practice e.g., to whom it may concern letters, firearms letters etc
Monitor tasks groups to ensure that tasks groups are kept up to date including during periods of holiday
Co-ordinate online consultations to ensure that these are kept up to date
Code patient data and ensure accurate recording of information in the patient record
Liaison with Other Agencies
Help PST liaise and communicate effectively with both internal and outside agencies
Establish effective working relationships with other providers to maximise communication for the benefit of patients
Meetings
Support PTL events
Plan and deliver team meetings
Actively engage with Team Leader meetings and other practice meetings as required
Patient Appointments
Co-ordinate the arrangement of appointments, tests and follow up appointments for patients
Reschedule GP appointments/clinics as required e.g., as a result of GP sickness absence
Monitor patient attendance of appointments and reduce frequency of patient non-attendance
Planning and Diary Management
Co-ordinate and plan room bookings for the practice
Co-ordinate PST staffing rota to make sure adequate cover is in place during period of annual leave and sickness
Quality Improvement
Customer care coaching to review/analysis recording of telephone calls and feedback to PST
Identify wider team key performance indicators and suggest areas for improvement
Seek to improve the best service for patients and engage and focus on patient needs
Process the workflow manager and also ensure electronic transfer of records are processed correctly
Patient Care
Provide patients with good quality written or verbal information to support them in making choices about their care
Manage effective communications with patients (text messaging, calling etc.)
Proactively support patients to access online services
Identify and address safeguarding concerns
Identify carers of patients to ensure that they are coded and directed internally or externally for appropriate support
Implement any changes to improve patient satisfaction and to deliver high patient care
Provide first point of contact for patients concerns and feedback, ensuring concerns are received and escalated in a professional and efficient manner
Team Working
Keep the PST informed of any changes within the practice with effective communication
Communicates proactively and with positivity to ensure a well-motivated team
This job description is intended to provide an outline of the key tasks and responsibilities only. There may be other duties required of the post-holder commensurate with the position. This description will be open to regular review and may be amended to take into account development within the Practice. All members of staff should be prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of the Practice.
This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive. It will be subject to regular review and amendment as necessary in consultation with the post holder.
Person Specification
Experience
Essential
- Experience of working in a busy and demanding environment
- Experience of delivering high quality customer or patient care
- Experience of general administration processes and record keeping
Desirable
- Experience of working in a busy and demanding environment
- Experience of delivering high quality customer or patient care
- Experience of general administration processes and record keeping
Qualifications
Essential
- Good standard of general education (NVQ Level 2 or equivalent)
Desirable
- Desirable
- Customer care training/qualification
Essential
- Computer literate with an ability to use the required IT systems and Microsoft Office
- Excellent communication skills, both verbal and written
- Able to effectively manage own workload and also be able to delegate to team members
- Able to meet deadlines, work under pressure and balance priorities
- Able to build and sustain relationships at all levels
- Committed to personal development
- Approachable and flexible
- Honest and reliable
- Sensitive to patients needs
- Ability and willingness to work across all Holderness Health sites
Desirable
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