Patient Services Supervisor

Job SummaryThe Patient Services Supervisor(s) will be expected to provide a point of contact for patients and act as a focal point of communication between patients, doctors and other reception staff. They will be responsible for the day to day supervision of the reception team including any ad hoc workers. They will ensure that the deliveries of patient services, within reception, are carried out in accordance with agreed procedures, protocols and time-scales, reporting to the Operations Manager as necessary. They will work opposite each other on a rota alternating between early AM 7:30 - 15:30 and late 11:00 - 19:00 PM shifts.Main duties of the jobThey will lead and motivate the team by setting an example in promoting a professional, positive and efficient image of the practice to all its service users.Coordinate and manage the workload of the team, delegate duties as needed.Manage Rota and schedules, including sick leave and annual leave.Be a point of contact for administrative staff and provide support to the clinical team.About UsWe currently have 1 Reception Supervisor, 4 Full-time and 2 Part-time Receptionist.The practice is a 3 GP Partner practice with 9 salaried GP's, 1 Health Care Assistant and 1 Practice Nurse. We also have GP Specialist Trainees.We at the Keats Group Practice seek to provide services that promote health, to detect and prevent ill health and offer treatment and total care for all patients registered at the practice.We will provide this care regardless of race, colour, ethnic or national origins, age, gender, sexuality, employment status, mental health status, homelessness, class, HIV status or religion. We welcome diversity and aim to be non‑judgemental and open‑minded about differing philosophies of health care.If this is you do not hesitate and apply and come and join our work family. This is a small practice with a small friendly team which supports each other to provide the best health care.DetailsDate posted: 25 November 2025Pay scheme: Salary – depending on experienceContract: PermanentWorking pattern: Full‑timeReference number: A1209-25-0006Job locations: 1b Downshire Hill, Hampstead, London, NW3 1NRJob Description – ResponsibilitiesTo undertake shift patterns of early AM 7:30 - 3:30 and late 11:00 -19:00 PM shifts. Ensure the appointments system is used correctly.Ensure that the telephones are answered promptly and efficiently in accordance with agreed protocol.Ensure that all patient registration forms are completed correctly.Ensure that repeat prescriptions (both online and paper) are issued within 72 hours and that reception staff only issue prescriptions for medication they are authorised to issue.To monitor the prescription queries forwarded to the Script Doctor, ensuring they are actioned in accordance with agreed policy.Disseminate practice information to staff and patients.Ensure that health and safety regulations and procedures are adhered to in the reception and waiting room areas.Monitor and manage the allocation of clinical rooms ensuring that rooms are utilised or available as required.Deal with more complex enquiries from patients and deputise for the Patient Operations Manager as a Complaints lead for non‑clinical complaints.Administer new patient registrations and training of reception staff in accordance with agreed procedures.Manage the amendments and deductions to practice list.Ensure medical records are received, processed and returned to and from the Health Authority (HA) and processed in accordance with agreed protocol.To be point of contact regarding appointment queries raised by clinicians, patients or other members of the team.Person Specification – EssentialGCSE – A Pass in English and MathsPrevious experience working in this role or similarStrong interpersonal skillsExperience working in a GP Practice or hospital settingExperience working in either in NHS General Practice or as a Supervisor/Manager to more than 4 staff members.2 years continuously working in customer servicePerson Specification – DesirableNVQ Level in AdministrationAMSPAR qualificationLeadership or management qualificationUsing EMIS WebDisclosure and Barring Service CheckThis 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 DetailsEmployer name: Keats Group PracticeAddress: 1b Downshire Hill, Hampstead, London, NW3 1NRWebsite: https://www.keatsgrouppractice.nhs.uk/ #J-18808-Ljbffr