Practice Profile

Highgate Medical Centre is a busy, patient-focused GP practice serving Sileby and surrounding communities. We are committed to delivering safe, effective and compassionate care, improving access and providing an excellent patient experience. Our multidisciplinary team includes GPs, nursing staff, care coordinators, pharmacy professionals, reception and administration staff.

Job Advert

Full Time (37 hours per week)
Permanent Position
Salary: Depending on experience

We are seeking an experienced and enthusiastic Patient Services Team Leader & Reception Supervisor to provide day-to-day leadership of our patient services team. The successful candidate will have extensive experience of SystmOne, strong leadership skills and a passion for delivering outstanding patient service. The role includes supervision of reception staff, management of appointment templates and rotas, oversight of recall systems, support with patient access initiatives and first-line complaints handling.

Job Purpose

To provide operational leadership for the Patient Services Team, ensuring an efficient, professional and patient-centred reception and administrative service whilst supporting the Practice Manager and Assistant Practice Manager in the day-to-day running of patient services.

Key Responsibilities

• Daily supervision and support of reception and administration staff.
• Coordinate reception rotas, holiday cover and operational staffing requirements.
• Create, maintain and amend appointment templates within SystmOne.
• Coordinate GP, nursing and multidisciplinary team appointment rotas as directed.
• Reception duties 2-3 sessions per week
• Monitor appointment utilisation, access and capacity and suggest improvements.
• Oversee patient recall systems including LTC reviews, medication monitoring, screening and vaccination campaigns.
• Support the use of Accurx, SystmOne, Abtrace and other communication systems for recalls and patient engagement.
• Act as the first point of contact for routine patient concerns and complaints.
• Resolve straightforward complaints and escalate formal complaints appropriately.
• Provide training and support for patient services staff.
• Support induction of new team members.
• Lead patient services team meetings and promote effective communication.
• Support audits, quality improvement projects and CQC readiness activities.
• Maintain confidentiality, GDPR and information governance standards.
• Act as a SystmOne super-user for patient services processes.

Essential Skills and Experience

• Significant experience working in General Practice.
• Demonstrable SystmOne experience.
• Previous supervisory, team leader or leadership experience.
• Experience managing appointment books, rotas and appointment templates.
• Experience of patient recall systems and administrative workflows.
• Experience handling patient concerns and complaints.
• Excellent communication and customer service skills.
• Strong organisational and time management skills.
• Good IT skills including Microsoft Office.
• Ability to motivate, support and lead a team.

Person Specification

Criteria	Essential	Desirable
General Practice experience	✓
SystmOne experience	✓
Leadership/supervisory experience	✓
Recall system management	✓
Appointment templates/rotas management	✓
Complaints handling	✓
Care navigation knowledge	✓
Knowledge of QOF requirements		✓
Accurx and Abtrace experience		✓
Leadership qualification		✓

What We Offer

Competitive pay rates, NHS Pension Scheme, 6 weeks annual leave entitlement (pro-rata), supportive team environment, ongoing training and development opportunities and the opportunity to help shape patient services within a progressive GP practice.

How to apply

Please complete and email the attached application form to:

May Lakhani, Practice Manager :     May.lakhani1@nhs.net

Closing date: Friday 28^th August 2026.