Patient Services Supervisor

We are seeking a dynamic and detail-oriented Patient Services Supervisor to lead our patient services team in delivering exceptional care within a GP practice setting. This pivotal role involves supervising Patient Services Advisors, ensuring compliance with practice policies, maintaining high standards in administrative and clinical workflows, and fostering a compassionate and efficient environment for patients and staff alike.

The ideal candidate will have at least 2 years of GP practice leadership experience, proven expertise in Care quality control (CQC) and administrative management, and experience handling verbal and written patient complaints. This role reports directly to the Practice Business Manager and plays a central role in team performance, operational excellence, and patient satisfaction.

Key Responsibilities

Team Leadership & Performance Management

• Lead, supervise, and support a team of Patient Services Advisors, ensuring high performance and adherence to operational standards.
• Conduct regular performance reviews, coaching, and mentoring for team members.
• Oversee staff scheduling, cover arrangements, and allocation of responsibilities.
• Report directly to the Practice Business Manager on team performance, issues, and workflow improvements.

Administrative & Quality Control Oversight

• Monitor and maintain daily/weekly workflows across EMIS and Docman, ensuring urgent tasks, 2WW referrals, prescription queries, and coding are completed accurately.
• Review and manage reception and front desk operations, including patient queries, sample collections, DNA logs, death register, and payments.
• Supervise email and referral processing, including ERS/non-ERS referrals, A&G referrals, and NHS 111 communications.
• Oversee insurance, solicitor, and medical forms processing, ensuring consent, accurate invoicing, and secure handling of patient records.
• Maintain patient registrations, GP2GP transfers, SCR updates, and accurate medical record management.
• Ensure all prescription and test requests are handled accurately, with proper logging and compliance.
• Lead clinical admin call/recall processes, including NHS Health Checks, flu vaccination recalls, safeguarding referrals, and QOF/Abtrace updates.

Compliance & Professional Standards

• Ensure all opening and closing duties are completed, including stock checks, room readiness, prescription reconciliation, and system security.
• Maintain adherence to health & safety, fire, water, and cleaning protocols.
• Ensure confidentiality and information governance standards are upheld.
• Lead operational areas as allocated, covering staff absences and weekend/emergency shifts when required.

Patient Complaints & Service Excellence

• Manage and resolve verbal and written complaints in line with practice policies.
• Promote a patient-focused approach, ensuring all team members deliver compassionate, efficient, and professional service.
• Continuously review and improve processes to enhance patient experience and team efficiency.

Qualifications & Experience

• Mandatory: Minimum 2 years GP practice leadership experience.
• Proven experience in supervising administrative and patient services teams.
• Strong knowledge of EMIS, Docman, and medical coding systems.
• Experience managing CQC/admin processes and handling verbal and written complaints.
• Excellent interpersonal, communication, and organizational skills.
• Ability to lead a team, manage performance, and report effectively to senior management.
• Familiarity with clinical workflow processes and patient care standards is advantageous.

Skills & Competencies

• Leadership and team management
• Strong administrative and organizational skills
• Patient-centered approach and professional demeanor
• Problem-solving and decision-making
• Performance management and staff development
• Proficiency in GP practice systems and medical record management

Reporting Structure

• Reports to: Practice Business Manager
• Direct Reports: Patient Services Advisors

Pay: $14.00 per hour

Work Location: Remote