Patient Services Supervisor

The Administration Supervisor provides day-to-day leadership, supervision and operational oversight of the administrative team to ensure efficient and patient-centred delivery of all administrative functions within the practice.

This role acts as the senior point of contact for the admin team, converting strategic priorities set by the Admin Manager and Operational Manager intodaily workflows, and ensures compliance with NHS, CQC and practice standards.

Thepost holder will actively support staff development, coordinate daily operational activities, manage performance, and contribute to process improvement across the practice. This role is critical to ensuring excellent service, accuracy of patient records and data, and effective use of systems such as EMIS, PATCHS and Docmail.

1.Leadership & Team Supervision

Provide daily supervision and leadership to the admin team, including reception,back-office, document management and task processing. Foster apositive working environment, motivate staff, and support wellbeing. Support induction and training of new staff, ensuring a thorough understanding of practice procedures and service expectations.

2.Operational Management

Coordinate daily operational workflow, ensuring admin duties are delivered to high standards and resolved in a timely way. Allocate work fairly and efficiently across the admin team, adjusting priorities in response to workload pressures. Ensure adequate cover for sickness, annual leave and unplanned absences to maintain smooth service delivery.

Ensure the adminteam provides a professional, courteous and effective service to patients,carers and practice visitors. Handle orsupport the resolution of patient complaints relating to admin services,escalating where appropriate. Maintain and monitor patient communication channels, inboxes and phone lines, ensuring timely responses. Promote best practice in all patient interactions and uphold high customer service standards.

5.Compliance, Policy & Governance

Ensure all admin functions comply with relevant NHS contractual requirements, CQCregulations, GDPR and data protection standards. Identify risks,non-compliance and safety issues; report and support appropriate follow-upactions.

Alwoodley Medical Centre is an innovative and forward-thinking training practice looking after 19000 patients in North Leeds.

We currently have 20 GPs, 7 practice nurses, 3 HCAs, and an extensive team ofsupport staff. We are friendly and collaborative in our approach, aiming to bea happy, high functioning team.

Key Responsibilities

• Provide daily supervision and leadership to the admin team, including reception, back-office, document management and task processing.
• Foster a positive working environment, motivate staff, and support wellbeing.
• Support induction and training of new staff, ensuring a thorough understanding of practice procedures and service expectations.
• Assist the Admin Manager with appraisals, return-to-work interviews and staff development goals.

2. Operational Management

• Coordinate daily operational workflow, ensuring admin duties are delivered to high standards and resolved in a timely way.
• Allocate work fairly and efficiently across the admin team, adjusting priorities in response to workload pressures.
• Ensure adequate cover for sickness, annual leave and unplanned absences to maintain smooth service delivery.
• Chair or contribute to monthly admin team meetings, develop agendas and monitor actions.
• Ensure the admin team provides a professional, courteous and effective service to patients, carers and practice visitors.
• Handle or support the resolution of patient complaints relating to admin services, escalating where appropriate.
• Maintain and monitor patient communication channels, inboxes and phone lines, ensuring timely responses.
• Promote best practice in all patient interactions and uphold high customer service standards.

5. Compliance, Policy & Governance

• Ensure all admin functions comply with relevant NHS contractual requirements, CQC regulations, GDPR and data protection standards.
• Implement and ensure adherence to practice policies and SOPs within the admin team.
• Identify risks, non-compliance and safety issues; report and support appropriate follow-up actions.

• GCSE grade A to C in English and Maths
• Previous experience in an admin supervisory role in a busy GP practice.
• Formal leadership, management or customer service training.
• Knowledge of additional clinical systems or NHS digital services.

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.