Patient Services Lead

The closing date is 28 September 2020.

Job overview

This is an opportunity to work with and lead our wonderful admin and reception team at Upwell Health Centre. You will be responsible for the smooth running of the team to ensure we continue to deliver great care and service in these challenging times and beyond. This is a new role to the practice and is suitable for an individual who relishes the challenge of working with the public whilst supporting and developing both colleagues and practice systems and processes.

Main duties of the job

Brief summary of duties (not exhaustive)

  • Oversee and manage the administration and reception team on a day to day basis.
  • Promote and develop staff well-being.
  • Ensure that the department is manned adequately.
  • Support the team with difficult situations or complaints.
  • Proactively develop and train staff.
  • Proactively look for and implement better methods of working.
  • Devise and implement methods of obtaining feedback from patients with a view to improving our service and care.

You will need to have:

  • Experience with managing a team and the public.
  • The ability to adapt and manage change within the team.
  • Good personal management skills.
  • An ability to look for better ways of doing things (continuous improvement).
  • Good general IT skills.

About us

Upwell Health Center and our Pharmacy are busy yet supportive working environments. We encourage continuing professional development for individuals and are always open to ideas to improve services and working pratices. Staff well-being is an important consideration to us and indeed this new role is part of that strategy.

We look after over 10,000 patients in Upwell and Outwell in addition to the surrounding areas. We are a proactive practice working ever closer with our neighboring practices to provide better care.

We have recently opened a new extension that houses our new pharmacy/dispensary as well as providing additional office space.

We offer a competitive salary and the NHS pension scheme.

Job Summary

The employer for this post is Upwell Health Centre.

It is a full-time post that offers and requires some flexibility in days and hours worked.

This role will oversee and develop our reception and administration department. As with a lot of GP surgeries this department is very busy and has multiple duties above and beyond patient communication and booking of appointments.

We are looking for a capable and resilient person who can ensure that the roles and duties of the department are carried our efficiently and safely whilst looking after and developing the department team.

Primary Care is a demanding and changeable environment. The successful candidate will liaise frequently with other staff members and the senior GPs in order to evolve and develop how we provide care on an on-going basis. The ability to manage change for staff and our patients are essential requirements for this post.

Part of the role is reviewing work processes and systems to ensure that staff are performing and that our processes are efficient as possible.

This is a hands-on role and you will be expected to work as part of the team carrying out day to day duties whilst maintaining a professional distance. Innovation to find efficient, safer, cost effective ways of working is essential.


The following list is not exhaustive:

  • Oversee and manage the administration and reception team on a day to day basis.
  • Promote and develop staff well-being.
  • Ensure that staff are managed to provide the correct cover at the right times.
  • Ensure that all administration requirements are completed.
  • Support your team with difficult situations and complaints.
  • Manage and perform appraisal for your team with the practice HR lead.
  • Support health and safety within the team.
  • Proactively develop and train staff.
  • Proactively look for and implement better methods of working (process mapping for example).
  • Ensure that we are minimizing costs and any income opportunities are not being missed.
  • Devise and implement methods of obtaining feedback from patients with a view to improving our service and care.
  • Work closely with other parts of the practice as required to facilitate change and new ways of working.
  • Participate in the routine functions of the team:
  • Answer calls from patients and process them accordingly.
  • Attend the reception desk when needed.
  • Scanning and coding of documents
  • Copying and assessing patient notes with respect to GDPR compliance.
  • Dealing with patient queries.
  • Be willing to innovate and suggest/implement solutions.
  • Manage patient complaints in the first instance and take corrective action if necessary.
  • Maintain confidentiality and adhere to all practice protocols in all areas.
  • Amend, review and create reception and administration protocols and procedures.
  • Maintain and control the clinical system appointment rotas.

General Duties which apply to all roles at Upwell Health Centre


The post-holder should recognise the importance of effective communication within the team and will:

  • Communicate effectively with other team members.
  • Communicate effectively with patients, carers and other external organisations,
  • Recognise peoples needs for alternative methods of communication and respond accordingly

Contribution to the Implementation of Services

The post-holder will:

  • Apply practice policies, standards and guidance.
  • Assist in the development and implementation of new policies and working practices.

Confidentiality, GDPR and Data Protection

In the performance of the duties outlined in this Job Description, the post-holder will have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to both the Practice and Pharmacy as a business organisation. All such information from any source is to be regarded as strictly confidential.

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Safeguarding Children and Vulnerable Adults

All staff employed or contracted by the practice, or volunteering in the practice have a duty to safeguard and promote the welfare of children and vulnerable adults.

  • The welfare of the child / vulnerable adult is paramount
  • All work with children and families will be conducted in an open and transparent way.
  • The views, wishes and feeling of the child will be listened to and considered.
  • Professional standards apply regardless of culture, disability, gender, age, language, racial origin, religion, and/ or sexual identity.

Equality and diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

  • Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
  • Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
  • Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Person Specification



  • Minimum 5 GCSEs including English and Maths Grade C or above (or equivalent).
  • Committed to continuing professional development (CPD).
  • Good general education.
  • Business / people related qualification.
  • Qualified to A level standard or equivalent in a core subject or business/team related subject.


  • Business / people related qualification.
  • Qualified to A level standard or equivalent in a core subject or business/team related subject.



  • Experience in demanding customer or patient facing roles.
  • Experience of leading a team.
  • An understanding of good client/patient care.
  • Experience of improving systems and work-place change.


  • Experience of working in primary care/NHS.
  • Supervisory experience and the ability to motivate and demonstrate leadership.



  • Excellent communication skills
  • Computer literate.
  • Good time management skills and the ability to prioritise tasks.
  • Ability to get things done and completed to a satisfactory level.


  • Experience of using software to manage your time and tasks.
  • Awareness of the financial aspects of running a business.
  • Experience of dealing with the public.

Personal Qualities


  • Professional attitude and able to apply rules/protocols consistently.
  • Ability to use own judgement, resourcefulness and common sense.
  • Able to work under pressure.
  • Approachable for staff and patients.
  • Ability to work without direct supervision and determine workload priorities.
  • Problem solving ability
  • Flexible approach to work occasional out of hours work will be necessary.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Upwell Health Centre


Townley Close
PE14 9BT

Employer’s website

Apply for this job

Date posted

04 September 2020

Pay scheme






Working pattern



37.5 hours a week

Reference number


Job locations

Townley Close
PE14 9BT

Supporting documents

For help with your application, contact:

Jenny Hughes


Telephone: 01945773671