Patient Services Lead

Joinour team at Shere Surgery & Dispensary

Weare looking for an organised, approachable and proactive Patient Services Leadto join our team at Shere Surgery & Dispensary.

Thisis a varied, hands-on role supporting the day-to-day running of our busy GPpractice. You will work closely with the Practice Manager to help keep thingsrunning smoothly, supporting our reception team, coordinating clinical rotas,monitoring appointment books and ensuring routine premises checks andadministrative tasks are completed.

Youwill be a key point of contact for reception staff, helping with day-to-dayqueries, managing competing priorities and ensuring colleagues have the supportthey need. This role would suit someone who enjoys being organised, solvingproblems and working with people in a busy environment.

Main duties of the job

What will you be doing?

• Coordinating clinical rotas keeping rotas and room allocations up to date, accounting for staff leave and flagging potential gaps.
• Monitoring appointment books checking appointment templates, updating systems to reflect clinical rotas and raising capacity concerns.
• Supporting the reception team providing day-to-day guidance, helping manage workloads, supporting new staff and providing reception cover when needed.
• Keeping the premises in good order carrying out routine checks, recording issues and following up on maintenance and repairs.
• Providing administrative support maintaining accurate records, tracking outstanding tasks, meeting deadlines and supporting the Practice Manager with operational projects.

You will provide day-to-day guidance to reception staff, with formal staff management remaining the responsibility of the Practice Manager.

About us

Whyjoin us?

Thisis an opportunity to play an important part in the day-to-day running of a GPpractice, working alongside colleagues across the team and helping ensurepatients and staff receive a well-organised service.

Ifyou are a practical, people-focused individual who enjoys making things workwell behind the scenes, we would love to hear from you.

Job responsibilities

A.Clinical Rota Coordination

Prepare and maintain clinical rotas, taking accountofannual leave, study leave and other known absences.

Raise potential staffing problems with the PracticeManager as early as possible.

Ensure clinical sessions and room allocations are kept upto date on the relevant systems.

B. Appointment Book Monitoring

Regularly check appointment books and session templates,identifying gaps, errors or booking issues.

Update the appointment system weekly to reflect thelatest clinical rotas, monitoring appointment availability against demand andraising any concerns about capacity or safe service provision with the PracticeManager

Liaise with reception staff to resolve routine bookingqueries and discrepancies.

Make routine administrative changes in line with agreedprocedures, referring decisions about clinical capacity to the PracticeManager.

C. Reception Team Support

Act as the first point of contact for routine queriesabout reception procedures and administrative systems.

Help staff manage workloads and prioritise tasks duringbusy periods.

Help ensure reception procedures are followed and tasksare completed accurately and on time.

Support the induction and training of new receptionstaff.

Provide reception cover when needed, while ensuring thatother key responsibilities are also completed.

Refer patient complaints, staff conduct issues and otherconcerns requiring management input to the Practice Manager.

The Patient Services Lead will provide day-to-dayguidance to reception staff but will not be responsible for formal linemanagement, appraisals or disciplinary matters.

D. Premises and Health and Safety Checks

Carry out agreed routine checks of the practice premisesand record the results.

Report any faults, hazards or maintenance issues to thePractice Manager.

Keep a record of outstanding repairs and follow up withthe relevant person or contractor as agreed.

Bring any unresolved issues or overdue repairs to thePractice Manager's attention.

Ensure checklists and associated records are kept up todate.

Overall responsibility for premises management and healthand safety arrangements remains with the Practice Manager.

E. Administrative Support to the Practice Manager

Provide general administrative and operational support tothe Practice Manager.

Maintain rotas, staffing records, appointment-booktrackers, premises checklists and other relevant spreadsheets.

Keep track of outstanding tasks and deadlines, followingup with colleagues or contractors where necessary.

Keep the Practice Manager informed of staffing gaps,appointment-book issues, premises concerns and outstanding actions.

Assist with practice projects and other tasks asrequired.

Handle confidential information appropriately and followpractice policies and procedures.

Person Specification

Person Specification

• Good organisational and administrative skills, with attention to detail.
• Able to manage competing priorities and work in a busy environment.
• Good communication and interpersonal skills.
• A practical and proactive approach to identifying and resolving problems.
• Able to support colleagues and provide guidance when needed.
• Confident using IT systems, spreadsheets and administrative software.
• Calm, approachable and professional.
• Able to work independently while recognising when to ask for advice or escalation.
• Reliable in keeping records up to date and following tasks through to completion.
• Experience working in general practice, primary care or another healthcare setting.
• Experience using EMIS Web.
• Experience coordinating rotas, appointments or staffing arrangements.
• Experience supporting reception or administrative teams.
• Experience carrying out premises checks, maintaining records or arranging building repairs.

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.