Senior Patient Services AdvisorNHS

Job summary

We are seeking an enthusiastic and experienced Senior Patient Services Advisor to provide operational supervision and support to our Patient Services team.

This role acts as the first point of escalation for Patient Service Advisors, helping to ensure the smooth running of reception and telephony services while maintaining high standards of patient care and customer service. The successful candidate will coach and support colleagues, assist in service improvement initiatives, and work closely with the Patient Services Team Lead and management team to ensure an efficient and patient-focused service.

Main duties of the job

• Deliver exceptional customer service and provide support to patients both face-to-face and over the telephone.
• Act as the first point of escalation for Patient Service Advisors and help resolve day-to-day operational issues.
• Support the management of patient concerns and complaints, resolving low-level issues where appropriate.
• Monitor telephone queues and waiting times, escalating capacity concerns promptly.
• Coach, mentor and support Patient Service Advisors in their daily duties.
• Assist with the induction and training of new team members.
• Promote best practice and identify learning and development needs within the team.
• Support staff wellbeing and contribute to a positive and professional working environment.
• Help maintain reception standards, patient information displays, and navigation guides.
• Support clinical rota coordination and provide cover during periods of annual leave or absence.
• Identify opportunities to improve patient access, workflow efficiencies and service delivery.
• Liaise effectively with clinicians, colleagues, patients and external organisations

Job description

The Senior Patient Service Advisor will provide day-to-day operational supervision and support to the Patient Services team, ensuring the smooth running of reception and telephone services while delivering an excellent patient experience.

About us

Lakeside Healthcare is changing the face of primary care provision in England. We are bold, ambitious and determined to thrive in challenging times. As the largest true NHS partnership, we operate across multiple sites within Northamptonshire, Lincolnshire and Cambridgeshire, providing healthcare services to more than 170,000 patients. Joining our team is an opportunity to help shape the future of primary care while making a positive difference to our patients and communities.

About the Practice/Department/Team

Lakeside Healthcare Group Stamford is a forward thinking, progressive organisation offering primary care services to the people of Stamford and surrounding villages. We are a large practice with a population of over 28,000 patients. We are a great team and welcome the challenges that a busy practice brings.