JOB DESCRIPTION Post: Patient Support Team Lead Accountable to: Practice Manager Role Overview The Patient Support Team Lead is responsible for leading and supporting the Reception/Patient Support team to deliver a high standard of patient care and efficient administrative service. The role combines leadership and management responsibilities with hands-on reception duties, ensuring smooth daily operations across the patient support function. Duties & Responsibilities Leadership & Team Management Organise staff rota for reception, ensuring adequate cover during holidays and sickness. Organise training sessions and team meetings for the Reception team.
Represent the Reception team at internal and external meetings. Act as first point of contact for communication within the team, ensuring effective information cascade. Provide leadership and motivation to maintain a positive working atmosphere, addressing issues as they arise. Monitor performance and ensure all receptionists carry out duties effectively, highlighting and addressing any areas of concern.
Reception & Patient Support Meet and greet patients on arrival, ensuring a welcoming and professional service. Manage patient appointments via telephone, online systems, and in person. Respond to patient enquiries, including test results and practice information. Take payments for private medical services and reports.
Operate the telephone system and clinical systems. Process new patient registrations, including initial set up of SystmOnline. Maintain accurate patient demographic information. Process GP referral letters, including management of Choose and Book referrals.
Maintain patient registers to support QOF and GP meetings. Open, date stamp, and distribute incoming post. Ensure reception, waiting areas, and consulting rooms are kept tidy and welcoming. Compliance & Professional Standards Maintain confidentiality at all times.
Ensure compliance with Practice Procedural Guidelines, policies, and Health & Safety regulations. Undertake relevant training and support team members training needs. Undertake any further duties as requested by the Partners or Management team. Personal Attributes Strong leadership skills with the ability to motivate and support a team.
Excellent communication and interpersonal skills. Ability to prioritise, maintain attention to detail, and work effectively under pressure. Strong organisational and time management skills. Good IT skills, with experience in clinical systems (e.g., SystmOne/SystmOnline) and Microsoft Office.
Flexibility to cover colleagues and support workflow across the team. Commitment to patient care and professional standards.