The Patient Services Team Leader sits within the reception service at Chorlton Family Practice, working alongside the Practice Management Team. The post coordinates daily reception operations, rotas and workloads while supporting colleagues and resolving patient queries. It is a hands-on leadership role in a busy GP practice, combining team guidance with reception cover and service improvement. Applicants need GCSE English and Maths at grade C/4 or equivalent, alongside experience in a busy customer-facing, reception or administrative setting.
What the job involves
- Coordinate day-to-day operations across all reception areas, monitor activity and respond to pressures to maintain patient services
- Allocate daily tasks, monitor workloads and ensure work is completed within agreed timescales
- Prepare reception rotas at least four weeks ahead and coordinate staffing, telephone cover, breaks and leave cover
- Provide hands-on reception support during busy periods, staffing shortages or other operational pressures
- Guide and support reception colleagues, including induction, training, constructive feedback and communication of practice updates
- Raise concerns about conduct, attendance or performance with the Practice Management Team
- Help colleagues manage difficult patient conversations and resolve queries, concerns and informal complaints; elevate formal complaints, safeguarding concerns and significant incidents
- Promote a welcoming and professional patient service, with dignity, respect and confidentiality
- Support compliance with practice policies, NHS requirements and relevant CQC standards, including information governance, safeguarding and infection prevention
- Support use of EMIS Web, online consultation platforms and other practice systems, and promote accurate patient records
- Encourage mandatory training, report risks and incidents, and help implement operational procedures
- Work with the Practice Management Team to monitor reception performance, improve access and services, contribute to meetings and planning, and undertake other appropriate duties
What’s required
Qualifications
- Good general education, including GCSE English and Maths at grade C/4 or above, equivalent qualifications or demonstrable skills
- Willingness to undertake relevant training and professional development
Experience
- Experience in a busy customer-facing, reception or administrative environment
- Experience handling enquiries and providing a professional, helpful, customer-focused service
- Experience managing competing priorities and working effectively under pressure
- Experience working collaboratively as part of a team
- Experience using IT systems and maintaining accurate records
- Experience handling confidential or sensitive information appropriately
Skills & knowledge
- Good literacy, numeracy and IT skills, with willingness to learn new systems
- Excellent communication and interpersonal skills, with a friendly, professional and approachable manner
- Strong organisation and prioritisation skills
- Confidence in guiding and supporting colleagues
- Ability to stay calm and make sensible decisions under pressure, with a positive, proactive and solution-focused approach
- Commitment to excellent patient service, discretion, reliability, flexibility and teamwork
Nice to have
- NVQ Level 3 or equivalent in Business Administration, Customer Service or Healthcare Administration
- Leadership, team coordination or supervisory training
- Training in customer service, conflict resolution or communication
- Experience in a GP practice, NHS or other healthcare setting, or a busy customer-facing environment
- Experience supporting, guiding or training colleagues, or working in a team leader, supervisory or senior administrative role
- Experience coordinating workloads, organising staff rotas or allocating daily tasks
- Experience handling challenging situations, patient concerns or complaints, and improving working practices or customer service
- Familiarity with EMIS Web or other clinical systems, and knowledge of NHS primary care services and patient access procedures
What’s offered
- Access to the NHS Pension Scheme
- Training and professional development opportunities
- Supportive working environment
Patient Services Team Leader in Manchester employer: Bidvane
The Medical Centre is an exceptional employer for General Practitioners, offering a supportive work environment across two sites with a strong focus on patient-centred care. With flexible session options and a commitment to professional development, employees benefit from a collaborative team culture that values continuous learning and quality improvement. Located in a vibrant community, the practice provides unique opportunities to engage with diverse patient needs while enjoying the advantages of NHS pension and comprehensive employment benefits.
