Patient Services Supervisor

We are seeking a highly organised, proactive and customer focused individual to join our team as a Patient Services Supervisor.

In this key role, you will play a crucial part in delivering excellent patient care and supporting the smooth day to day running of the practice. You will work both independently and as part of a wider team, providing hands on supervision and day to day support to Patient Services staff.

This is a varied and fast paced role with a rota based shift pattern, requiring flexibility, strong organisational skills and a commitment to high standards of customer service.

Previous experience working in Primary Care is essential, and experience in a supervisory role is desirable. Familiarity with EMIS would be advantageous.

Main duties of the job

• Be responsible for the smooth and efficient day to day operation of all front line patient services.
• Ensure adequate staffing levels at all times, with contingency planning for planned and unplanned absences.
• Coordinate and manage the Patient Services team workload, ensuring tasks are completed accurately and within required timescales.
• Allocate administrative duties to self and team members in line with practice procedures and protocols.
• Act as a first point of contact for front line patient issues and complaints, escalating as appropriate.
• Ensure adequate levels of stock, equipment and vaccines are maintained and orders raised as required.
• Monitor the practice email inbox and appointment system, ensuring timely action and efficient use.
• Raise and follow up repair and maintenance requests with NHS Property Services.
• Ensure incidents, accidents and significant events are recorded and reported in line with procedures.
• Maintain high standards of housekeeping, health and safety, and infection prevention and control.
• Provide day to day support to Patient Services staff and identify training and development needs.
• Assist with staff inductions, training and annual staff development reviews.
• Maintain records, undertake searches and audits, and prepare reports as required.
• Support call and recall systems and assist with the review of practice policies and procedures.
• Attend relevant meetings and contribute to service improvement initiatives.

About us

The Heron Practice is a dynamic, multi award winning teaching partnership that has been delivering care to the local community for over 30 years. Based in the Woodberry Wetlands area, the practice provides services to approximately 12,500 patients.

As an established training practice, we place a strong emphasis on staff learning, development and progression. We are committed to supporting our team through ongoing training and professional development opportunities.

The practice is conveniently located close to Manor House Underground station and offers a friendly, supportive and collaborative working environment. We welcome applications from individuals of all experience levels who share our commitment to delivering accessible, high quality patient care.

Our multidisciplinary team includes Salaried GPs, a Clinical Pharmacist, Practice Nurses, a Physician Associate, Health Care Assistants, Physiotherapists, Paramedics, a Social Prescriber, a Mental Health Practitioner, and a dedicated Patient Services team comprising Reception, Secretarial and Administrative staff.

Job responsibilities

Duties and Responsibilities

Duties may vary under the direction of the Patient Services Manager in line with the needs of the practice and service demands.

Operational Management

• Oversee the smooth and efficient day to day operation of all front line patient services.
• Ensure appropriate staffing levels at all times, implementing contingency arrangements for planned and unplanned staff absence.
• Coordinate and manage Patient Services workloads, ensuring tasks are completed accurately and within agreed timescales.
• Monitor and manage the appointment system to ensure effective booking, utilisation and patient flow.
• Monitor shared practice email inboxes, ensuring timely action and appropriate responses.

Job description Job responsibilities

Duties and Responsibilities

Duties may vary under the direction of the Patient Services Manager in line with the needs of the practice and service demands.

Operational Management

• Oversee the smooth and efficient day to day operation of all front line patient services.
• Ensure appropriate staffing levels at all times, implementing contingency arrangements for planned and unplanned staff absence.
• Coordinate and manage Patient Services workloads, ensuring tasks are completed accurately and within agreed timescales.
• Monitor and manage the appointment system to ensure effective booking, utilisation and patient flow.
• Monitor shared practice email inboxes, ensuring timely action and appropriate responses.

• Provide hands on supervision and day to day support to Patient Services staff.
• Allocate administrative duties to self and team members in line with practice procedures and priorities.
• Identify training and development needs and support staff development accordingly.
• Support the induction and training of new staff.
• Assist with staff development reviews as required.

Patient Experience and Governance

• Act as a first point of escalation for front line patient issues, concerns and complaints, escalating appropriately to the Patient Services Manager.
• Ensure incidents, accidents and significant events are recorded and reported in line with practice procedures.
• Maintain high standards of customer service, professionalism and confidentiality at all times.

Systems, Resources and Environment

• Ensure adequate levels of stock, equipment and vaccines are maintained, raising orders as required.
• Raise and follow up repair and maintenance requests with NHS Property Services.
• Maintain high standards of housekeeping, health and safety, and infection prevention and control across the practice.
• Maintain accurate records, undertake searches and audits, and prepare reports and statistics as required.

Service Development and Communication

• Support call and recall systems in line with practice requirements.
• Assist with the development, review and implementation of practice policies, procedures and protocols.
• Attend practice and other relevant meetings within contracted hours.
• Contribute to the review and improvement of systems and processes, making recommendations to the Patient Services Manager.

Full job description attached to advert

Person Specification Qualifications

• GCSEs (or equivalent) in English and Maths
• Good general standard of education
• Educated to Diploma or NVQ level (or equivalent)
• Evidence of ongoing personal or professional development

Skills and Abilities

• Excellent communication and interpersonal skills, with a strong focus on customer care.
• Ability to deal appropriately, tactfully and empathetically with patients and colleagues.
• Strong organisational and problem solving skills.
• Ability to prioritise workload, meet deadlines and work effectively under pressure.
• Ability to work independently using initiative and sound judgement.
• Demonstrable teamworking skills with a flexible and supportive approach.
• Ability to handle confidential and sensitive information appropriately.
• Awareness of and commitment to equality, diversity and inclusion.
• Experience using a clinical computer system (e.g. EMIS Web)
• Confidence in learning and using new systems and administrative processes.
• Competent use of Microsoft Office applications (Word, Excel, Outlook).
• Experience supporting patients who may be distressed, anxious or frustrated.

Experience

• Experience working in an NHS setting, ideally within a GP Practice delivering front line services.
• Experience working in a busy environment with changing priorities.
• Good working knowledge of IT systems and digital processes.
• Previous supervisory or people management experience.

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.