Patient Services Co-ordinator Team Leader

Job summaryWe are excited to offer a position for a Patient Services Team Leader to join our reception team at Bersted Green Surgery. This role is perfect for an individual looking to develop skills and experience in customer service and administration, while contributing to a friendly and supportive GP practice.Main duties of the jobAs a key member of our reception team, you will be responsible for:Amend the daily rotas to allow smooth booking of appointments.Manage team, ensure daily tasks are completed in a timely manner following protocols and policies.Delivering a professional and welcoming reception and administrative serviceAnswering telephone calls and handling patient queries in a polite and efficient manner.Ensuring compliance with CQC, and current legislations.Handling patient feedback including assisting with complaints.Responding to online requests and emails promptlyGreeting patients and visitors at the front desk in a calm and courteous wayKeeping patients informed of any delaysNotifying GPs of patient arrivalsBooking, managing and amending appointments in line with practice policySending appointment reminders as requiredEnsuring patient records are accurate and securely filedAssisting with general administrative tasks as neededWorking effectively as part of a wider multidisciplinary teamAny additional duties as requested by Patient Services ManagerAbout usBersted Green Surgery is a friendly and forward-thinking GP practice based on the outskirts of Bognor Regis. We operate from a modern, purpose-built premises and provide care for around 13,000 patients.You will be working as part of a close-knit team that includes receptionists, administrators, nurses, paramedics, GPs and management. We value teamwork, respect and high-quality care, and we are committed to supporting our staff with ongoing development.DetailsDate posted27 October 2026Pay schemeOtherSalary 13.20 an hour ContractPermanentWorking pattern Full-time Reference numberA0614-26-0012Job locations32 Durlston DriveBognor RegisWest SussexPO22 9TDUnited KingdomJob descriptionJob responsibilitiesThe 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:a. Maintain and monitor the practice appointment systemb. Process personal, telephone and e-requests for appointmentsc. Answer incoming phone calls, transferring calls or dealing with the callers request appropriatelyd. Signpost patients to the correct servicee. Initiating contact with and responding to, requests from patients, team members and external agenciesf. Code data on the clinical IT systemg. Photocopy documentation as requiredh. Data entry of new and temporary registrations and relevant patient information as requiredi. Input data into patients healthcare records as necessaryj. Direct requests for information, i.e., SAR, insurance/solicitors letters and DVLA forms to the administrative teamk. Manage all queries as necessary in an efficient mannerl. Carry out system searches as requestedm. Maintain a clean, tidy, effective working area at all timesn. Monitor and maintain the reception area and notice boardso.Support all clinical staff with general tasks as requested Job description Job responsibilitiesThe 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:a. Maintain and monitor the practice appointment systemb. Process personal, telephone and e-requests for appointmentsc. Answer incoming phone calls, transferring calls or dealing with the callers request appropriatelyd. Signpost patients to the correct servicee. Initiating contact with and responding to, requests from patients, team members and external agenciesf. Code data on the clinical IT systemg. Photocopy documentation as requiredh. Data entry of new and temporary registrations and relevant patient information as requiredi. Input data into patients healthcare records as necessaryj. Direct requests for information, i.e., SAR, insurance/solicitors letters and DVLA forms to the administrative teamk. Manage all queries as necessary in an efficient mannerl. Carry out system searches as requestedm. Maintain a clean, tidy, effective working area at all timesn. Monitor and maintain the reception area and notice boardso.Support all clinical staff with general tasks as requestedPerson Specification Qualifications EssentialPrevious GP surgery experience Educated to GCSE level or equivalentExperience of working with the general publicExcellent communication skills (written and oral)Strong IT skillsClear, polite telephone mannerCompetent in the use of MS Office applicationsEffective time management (planning and organising)Ability to work as a team member and autonomouslyGood interpersonal skillsProblem solving and analytical skillsAbility to follow policy and procedurePolite and confidentFlexible and cooperativeMotivatedForward thinkerHigh levels of integrity and loyaltySensitive and empathetic in distressing situationsAbility to work under pressureFlexibility to work outside of core office hoursDisclosure Barring Service (DBS) checkDesirableClinical IT system user skillsExperience of administrative dutiesExperience of working in a healthcare settingGCSE Mathematics and English (C or above)AMSPAR Receptionist QualificationNVQ Level 2 in Health and Social CarePrevious Team Lead Person Specification Qualifications EssentialPrevious GP surgery experience Educated to GCSE level or equivalentExperience of working with the general publicExcellent communication skills (written and oral)Strong IT skillsClear, polite telephone mannerCompetent in the use of MS Office applicationsEffective time management (planning and organising)Ability to work as a team member and autonomouslyGood interpersonal skillsProblem solving and analytical skillsAbility to follow policy and procedurePolite and confidentFlexible and cooperativeMotivatedForward thinkerHigh levels of integrity and loyaltySensitive and empathetic in distressing situationsAbility to work under pressureFlexibility to work outside of core office hoursDisclosure Barring Service (DBS) checkDesirableClinical IT system user skillsExperience of administrative dutiesExperience of working in a healthcare settingGCSE Mathematics and English (C or above)AMSPAR Receptionist QualificationNVQ Level 2 in Health and Social CarePrevious Team LeadDisclosure and Barring Service CheckThis 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 detailsEmployer nameBersted Green SurgeryAddress32 Durlston DriveBognor RegisWest SussexPO22 9TDUnited KingdomEmployer's websiteEmployer detailsEmployer nameBersted Green SurgeryAddress32 Durlston DriveBognor RegisWest SussexPO22 9TDUnited KingdomEmployer's website