Job Purpose The post holder will be responsible for the overall smooth running of service activity and reception areas. They will be the first point of contact for the Patient Services team. The role holder will mentor, train and support all Patient Services Advisors in their roles. As part of a large organisation they will lead their team in the provision of traditional reception services and oversee the principle of Making Every Contact Count with active signposting and effective care navigation. The post holder will be expected to conduct themselves in a manner appropriate to the role. Key tasks Ensure the smooth running of reception areas over the clinical sites, escalating areas of concern to the Operations Manager as appropriate Mentor, train and support the Patient Services Advisors in line with current Practice policies and governance standards. Oversight of all patient appointment systems Oversight of team rotas Act as the first point of contact for the Senior Patient Services Advisors Efficiently manage complex patient queries and enquiries Advise and support the Senior Patient Services Advisors in managing low-level patient complaints and manage more complex complaints, seeking advice from the Operations Manager when required Maintain accurate electronic patient records in line with role requirements and within Practice protocols Carry out additional duties as requested by doctors, clinicians, or senior managers, where these are appropriate to the responsibilities of the role Prioritise tasks in a busy environment, responding to competing demands from patients and the practice team. Maintain a professional manner in all communications with patients and colleagues Support the training and ongoing development of team members Assist with compliance and health and safety responsibilities, ensuring all site checks are completed accurately and on time Job responsibilities The role will focus on leading the Patient Services team, looking after the reception environment and how we present ourselves as a Practice to the patients and their carers. Lead regular staff meetings, including setting the agenda and recording accurate minutes Attend and present at the Practices Protected Learning Time (PLT) sessions Oversee the maintenance of the staff rota with the Senior Patient Services Advisors Authorise staff holiday in accordance with the Practice annual leave policy Responsible for the recruitment, induction, retention and development of Patient Services Advisors Support the Operations Manager in recruitment and selection of Senior Patient Services Advisors Conduct staff appraisals and personal development plans Monitor staff absence, conduct return-to-work interviews, and manage initial stages of absence management Be central to the planning of additional clinics / services when required i.e. Flu sessions Develop and maintain the training matrix for the Patient Services Team with support from the Human Resources Manager and Finance Manager Patient communications Have an active role in the Patient Participation Group (PPG) Engage with practice communications, coordinating with other team leads to ensure consistent messaging across various platforms (e.g., waiting areas, website, screens, leaflets, Facebook) Liaise with members of the primary healthcare team and external agencies as needed. Ensure that all team communications adhere to appropriate professional standards and are consistent with the practices communication policies Information technology Maintain a working knowledge of the appointment system Oversee and understand the Practices demand and capacity needs Stay informed about Omni Rota issues and EMIS clinical templates, and provide guidance when necessary Oversee the patient check-in system Premises Be a registered key holder. Have a clear understanding of the telephone systems, including both daytime and out-of-hours procedures Report any issues promptly to the Estates, Maintenance and Health and Safety Officer or Health and Safety Lead. Understand the processes at each site (e.g., alarms, shutters) and respond appropriately in case of issues General responsibilities for all staff The post holder is expected to; Adhere to practice policies and procedures and relevant legislation including the requirements of any professional bodies Attend mandatory training as identified by the practice Highlight potential development areas