Reception Lead

The primary function of the role is to lead, develop and orchestrate the front reception team and provide administrative support to the management team.

Benefits

• 1.Supportive Environment: Wefoster a collaborative and supportive work culture where every team member isvalued and encouraged to contribute to the practice's success.
• 2.Professional Development: Weoffer opportunities for training and career advancement, helping you to growand develop your skills within the healthcare sector.
• 3.Impactful Work: By joining ourteam, you will have the opportunity to make a meaningful difference in thelives of our patients, ensuring they receive the best possible care.
• 4.Inclusive Culture: We arecommitted to equality, diversity, and inclusion, creating a workplace whereeveryone feels respected and valued.
• 5.Community Focus: Our practice isdedicated to serving the local community, and you will be part of a team thatis passionate about improving healthcare outcomes for our patients.

Main duties of the job

• The ideal person for the role is an experienced GP receptionist or someone with similar customer service supervisory or management experience able to take on a management and motivational role; ensuring the smooth running of reception procedures, ensuring adequate levels of staffing, training, and developing reception staff, helping recruit new staff and helping carry out staff appraisals.
• The individual filling this position would also work as part of the team and provide a role model for the team.
• They would be confident, intelligent, flexible and reliable individual with commonsense who is comfortable dealing with people from all walks of life; a good listener; non-judgemental; able and willing to take on a wide range of roles in the practice.

About us

We are a hard working, busy, 5part time partner practice with over 7500 patients, we employ 2 x part timesalaried gp's, 1 ANP, 2 part time practice nurses, and 1 HCA. At present wehave 8 part time receptionists and 2 admin/secretarial staff a deputy practicemanager and a Practice Manager. The clinical system that we use is EMIS Web.

We have a collaborative andsupportive work culture where every member of our team is valued and encouragedto contribute to the practice's success. We expect our patients to have a warmwelcoming environment. We offer opportunities for training and careeradvancement, helping you to develop your skills within the practice.

Job responsibilities

• Managing anddirecting staff working as professionals in reception
• Manage trainingof staff between the various reception functions
• Managingappointment templates rotas for clinicians and admin staff
• Ensuring theprimary objective of providing excellent levels of patient service permeatesthe whole team.
• Managing waitingroom activities and interactions
• Ensuring thesmooth running of reception procedures front desk and telephone ensuringadequate levels of staffing, training, and supervising reception staff, helpingrecruit new staff.
• Ensuring requestsfor repeat prescriptions are managed appropriately: and that requests are beingmanaged as expediently as possible.
• Acting as theprimary point of contact in reception for clinicians a provider of service tothe clinical team
• Working with andsupporting the team and providing a role model for the staff
• Greeting patientsand providing non-clinical patient help and support: similar to customer carein other businesses e.g., hotels and banks: by understanding the range ofservices on offer, how to use them effectively and guiding patients throughtheir interactions with the practice.
• Dealing with all patientenquiries in the reception area and on the telephone including making new andfollow-up appointments on the appointments system
• A full job description is available on request

Person SpecificationQualifications

• Well educated academic or vocational qualifications that demonstrate intelligence and application
• Evidence of continual professional development and training in different areas of work

Experience

• Experience in delivering patient or customer service comfortable dealing with people from all walks of life.
• Relevant GP practice or similar experience.
• Previous customer care experience
• Experience of working in a team and accepting joint responsibility.
• Experience of managing/supervising and motivating people and a team to achieve results.
• Experience of working in a fast moving and changing environment
• Experience of effective multi-tasking.
• Experience of raising and managing issues.
• Supervisory or management skills particularly in relation to team working and building; and meeting objectives
• Ability to follow instructions, work plans and protocols and to get others to
• Management and supervisory skills and able to delegate whilst retaining control
• Time management of self and team ability to cope and manage change
• Planning and prioritisation demonstrable influencing skills
• Knowledge of role and functions of primary health care
• Ability to use IT systems i.e. Outlook, word, and especially EMIS medical system, be able to search tools and be good in document management and filing systems both electronic and paper based.
• Demonstrably good at organising and being organised
• Flexibility to cover during high demand/holidays etc.
• Good verbal and written communication skills including running team meetings.
• Ability to train and teach others
• Knowledge of EMIS Web/making templates for appointment system/searches
• Ability to analyse data and present in an easy to understand way.

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.

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