This role leads the Patient Services team at Millbrook Surgery, a GP practice, overseeing reception, administration and appointment management. The postholder runs the daily operation, from workload allocation and a daily situation report to staff rotas, recruitment and development. What sets it apart is the expectation of hands‑on competency across every front-desk function, so the manager can cover absences and busy periods. Previous experience of supervising a team and of working in a GP practice or similar setting are essential.
What the job involves
- Lead the daily running of reception and administrative services, with workload allocation and high standards
- Maintain the daily situation report, tracking tasks, backlogs, staffing pressures and operational risks
- Manage staffing rotas, breaks, annual leave and absence cover
- Lead, supervise and support the Patient Services team, including performance, appraisals and attendance management
- Lead recruitment, induction and staff development, keeping a competency and training matrix
- Maintain full practical competency across reception and admin functions and provide direct cover
- Oversee patient access and appointment management with clinical teams, supporting QOF targets and recalls
- Maintain protocols, procedures and team guidance, and improve workflows and systems
- Promote a patient-centred service and support the handling of enquiries, feedback and complaints
- Support the Patient Participation Group and coordinate patient satisfaction surveys
- Ensure compliance with confidentiality, data protection and information governance, including incident reporting and audits
- Attend Practice Management meetings, providing updates, highlighting risks and contributing to service planning
Experience
- Experience working in a GP practice or similar healthcare setting
- Previous experience supervising or managing a team
Skills & knowledge
- Strong organisational skills and ability to prioritise competing demands
- Excellent communication, interpersonal and problem-solving skills
- Confident IT skills and understanding of reception and administrative processes
Other
- Ability to stay calm under pressure, use initiative and lead by example
- Proactive, flexible, hands‑on approach, willing to support all Patient Services areas
- Positive, supportive leadership style and commitment to excellent patient care
Nice to have
- Experience using EMIS Web and askmyGP
- Knowledge of NHS primary care processes and QOF
- Experience managing rotas, staff performance, training and service improvements
- Relevant leadership or management qualification
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Contact Details:
The Methodist Church in Britain Recruitment Team
