Patient Services Team Leader

• Lead, supervise, and support the Patient Services Team in delivering outstanding patient care and customer service.
• Ensure the smooth and efficient day-to-day operation of patient services across both practice sites.
• Manage team performance, attendance, training, development, and wellbeing.
• Motivate and inspire staff to achieve high standards of service delivery.
• Oversee administrative systems and procedures, ensuring they operate effectively and efficiently.
• Support the wider clinical and administrative teams to facilitate excellent patient care.
• Assist with the implementation of new processes and service improvements.
• Ensure compliance with practice policies, procedures, and relevant healthcare regulations.
• Promote a positive, collaborative working environment.

Essential

• IT and Staff Performance Monitoring Skills
• Essential
• Competent user of Microsoft Office applications including Outlook, Word, Excel and Teams.
• Confident in learning and using practice and NHS digital systems.
• Experience using performance data, reports and metrics to monitor team productivity and service delivery.
• Ability to analyse trends, identify performance issues and implement solutions.
• Experience monitoring KPIs, service standards, rota adherence and workload management.
• Ability to use data to support staff performance reviews, supervision and development discussions.
• Experience producing reports and presenting performance information to management.
• Understanding of information governance, GDPR and data confidentiality requirements.
• Ability to support staff in the effective use of digital systems and processes.

Essential

• Leading through example.
• Performance management through data and metrics.
• Coaching and developing individuals and teams.
• Change management and service improvement.
• Operational planning and resource management.
• Patient centred decision making.
• Digital confidence and data-led management.

Essential

• Soft Skills
• Essential
• Excellent interpersonal and relationship building skills.
• Ability to communicate clearly, confidently and professionally with patients, colleagues and external stakeholders.
• Strong customer service focus with a commitment to delivering an excellent patient experience.
• Empathetic, approachable and able to support staff and patients in challenging situations.
• Ability to remain calm, resilient and professional when working under pressure.
• Strong problem solving and decision making skills.
• Ability to manage conflict and handle difficult conversations effectively and sensitively.
• Positive, proactive and adaptable approach to work.
• Strong organisational skills with the ability to prioritise workload and meet deadlines.
• Ability to work collaboratively as part of a multidisciplinary team.
• Commitment to supporting, motivating and developing others.
• Demonstrates integrity, professionalism and confidentiality at all times.

Desirable

• Experience using Systm One or other clinical systems.
• Experience using telephony reporting systems and call performance metrics.
• Knowledge of NHS digital systems and reporting tools.