Patient Services Supervisor

• Support workforce planning and rota management to ensure appropriate staffing levels across both practice sites.
• Monitor team workloads, performance and service delivery, ensuring work is managed efficiently and effectively.
• Work alongside the Patient Services Manager to organise team meetings, training sessions and staff development activities.
• Ensure colleagues remain informed about practice policies, procedures and service developments.
• Act as a role model, providing guidance, coaching and support to team members as required.

• Support the effective delivery of reception and administrative functions, including appointment management, patient registrations, document workflow and patient enquiries.
• Develop and maintain a working knowledge of practice procedures, including referrals, test results, clinical correspondence, medical reports and registration processes.
• Support clinical and administrative colleagues with operational and administrative activities as required.
• Liaise effectively with hospitals, community services and other external organisations to support patient care and continuity of service.
• Use EMIS Web and other practice systems accurately and effectively to maintain patient records and administrative processes.

• Ensure patients are signposted to the most appropriate service or healthcare professional.
• Respond to patient, staff and stakeholder enquiries in a professional and timely manner.
• Contribute to the continuous improvement of patient access, patient experience and service delivery across the practice.

• Ensure all information is handled in accordance with data protection legislation, NHS guidance and practice policies.
• Promote and uphold the principles of confidentiality, professionalism and patient trust in all areas of work.

• NHS Pension Scheme with generous employer contributions.
• 6.6 weeks annual leave inclusive of bank holidays.
• Access to a range of learning and devlopment opportunities deisgned to support your ongoing progression.
• Learning and development opportunities.
• Employee Assistance Programme.
• High street and online retail discounts.
• Cycle to Work Scheme.

Essential

• Excellent verbal and written communication skills, with the ability to communicate effectively with patients, colleagues and external stakeholders.
• Proven experience of leading and managing teams within a fast-paced patient-facing, healthcare or customer service environment.
• Demonstrable experience of developing, motivating and supporting staff to achieve their full potential while maintaining high standards of service delivery.
• Ability to build and maintain positive, effective working relationships with colleagues at all levels.
• Confidence and resilience to manage challenging conversations with patients and staff in a professional, empathetic and constructive manner.
• Experience of contributing to service improvement initiatives, including implementing change, developing processes and improving patient pathways.
• Strong organisational skills, with the ability to prioritise workloads, manage competing demands and work effectively under pressure.
• Ability to make sound decisions, resolve problems proactively and support colleagues through change.
• A commitment to delivering high-quality patient care and continuously improving the patient experience.
• Flexible approach to working hours to support the operational needs of the practice, including occasional evening and Saturday Extended Access sessions.