Head Receptionist

Somerville Medical Centre

This job is now closed

Job summary

We are looking to recruit an enthusiastic Head Receptionist to lead and manage our reception team. This person will have a professional approach and a flexible 'can do' attitude that enables them to work effectively as part of a team and to develop working relationships with all members of the practice.

They should have excellent communication skills, a compassionate and friendly nature, and an aptitude for great customer service. They will also require the ability to work in a demanding environment and be committed to offering the best possible care to patients and give excellent support to our clinical team.

Main duties of the job

To lead, manage, develop and motivate the reception team to deliver the highest quality service and support to patients and colleagues while meeting the goals and objectives of the practice.

To implement agreed policies and consider the introduction of new policies to ensure the quality and efficiency of services we deliver. To work with the Practice Manager and others to foster and develop a patient focused service.

To provide day-to-day support, leadership, first line management and guidance for the practice reception team, ensuring an efficient and professional manner is maintained and to provide cover to the reception team when needed.

The post holder will work closely with (and under the direction of) the Practice Manager to provide the continual improvement of standards across a wide range of clinical and administrative activity, as well as providing an element of cover or source of advice in the event of their absence.

The successful candidate must be able to work on their own initiative and have some supervisory experience, along with strong IT skills. You must be organised and confident, have a friendly and approachable manner and can work under pressure.

About us

We are a friendly, organised, well established 4 Partner Practice, with 3 Salaried GPs, 5 Practice Nurses and 2 Health Care Assistants. We are located in a modern purpose-built premises, serving the Wallasey area. We are always striving to improve the care that we offer and build a strong highly skilled team to deliver this care. We are also part of the 6 practices that make up the Wallasey Wellbeing Primary Care Network which has an excellent tract record for collaboration, care and support. Benefits: NHS Pension Scheme, Blue Light Card discount service

Date posted

13 February 2024

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

A0465-24-0001

Job locations

69 Gorsey Lane

Wallasey

Merseyside

CH44 4AA

Job description

Job responsibilities

The following are the core responsibilities of the Reception Manager. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

-To provide day-to-day support, leadership, first line management and guidance for the practice reception team, ensuring an efficient and professional manner is maintained and to provide cover to the reception team when needed

-Co-ordinate the clinics on a daily basis ensuring appointments are booked appropriately, oversee the clinical system and identify any flaws in capacity and look for methods to rectify these issues

-Monitor staff attendance, sickness absence and annual leave

-Maintain reception staff rotas ensuring adequate cover

-Ensure all reception duties are completed to the highest standard

-To provide communications between patients, doctors and other staff

-Support the Practice Manager in the recruitment and induction of all new reception staff

-Support the Practice Manager with annual appraisals

-Attend staff meetings and complete minutes

-Support the Practice Manager in the running of elements and/or services within the practice e.g. compliance with CQC, Health and Safety audits etc

-Undertake monthly call and recalls for QOF, patient services and reviews

-Support the practice manager in the reviewing and updating of practice policies and procedures

-Work with the Practice Manager and other members of the practice to identify areas for improvement and assist in change management where appropriate

-Ensure the promotion, monitoring and documentation of performance and quality outcomes targets within the practice (including QOF), and using IT systems and software

-To undertake specific assigned tasks, project support, or development work which may arise during changes to the NHS

-To introduce new policies and procedures in line with current regulations

-Manage and deal with day to day needs, difficulties and requirements of the partners and other clinical staff

-To work closely with reception staff to ensure adequate cover and the smooth running of the practice, reporting any problems encountered to the relevant person

-To be a point of contact for staff and patient queries and concerns

-The greeting of patients, dealing with their enquiries in a courteous and polite manner

-Dealing with patient complaints relating to front desk/reception services

-Making appointments and booking patients in for surgeries and clinics

-Answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely

-Making appointments: offering and arranging the appointments for doctors, helping to arrange clinics

-Responding to and resolving all local IT issues where appropriate liaising with NHS IT support/or others to resolve hardware and software issues

-Setting up new members of staff in the clinical and other IT systems

-Ensure the effective use of clinical systems, IT programmes and other systems used throughout the practice

-Providing support and ensure training for current and new staff is carried out

-Training of staff on practice IT systems as necessary

-To promote Equality and Diversity and Health and Safety