Job summary
The primary function of the role is to lead, develop and orchestrate the front reception team and provide administrative support to the management team.
Why Work With Us:
1.
Supportive Environment: We
foster a collaborative and supportive work culture where every team member is
valued and encouraged to contribute to the practice's success.
2.
Professional Development: We
offer opportunities for training and career advancement, helping you to grow
and develop your skills within the healthcare sector.
3.
Impactful Work: By joining our
team, you will have the opportunity to make a meaningful difference in the
lives of our patients, ensuring they receive the best possible care.
4.
Inclusive Culture: We are
committed to equality, diversity, and inclusion, creating a workplace where
everyone feels respected and valued.
5.
Community Focus: Our practice is
dedicated to serving the local community, and you will be part of a team that
is 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 services
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 common
sense 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, 5
part time partner practice with over 7500 patients, we employ 2 x part time
salaried gp's, 1 ANP, 2 part time practice nurses, and 1 HCA. At present we
have 8 part time receptionists and 2 admin/secretarial staff a deputy practice
manager and a Practice Manager. The clinical system that we use is EMIS Web.
We have a collaborative and
supportive work culture where every member of our team is valued and encouraged
to contribute to the practice's success. We expect our patients to have a warm
welcoming environment. We offer opportunities for training and career
advancement, helping you to develop your skills within the practice.
Job description
Job responsibilities
Managing and
directing staff working as professionals in reception
Manage training
of staff between the various reception functions
Managing
appointment templates rotas for clinicians and admin staff
Ensuring the
primary objective of providing excellent levels of patient service permeates
the whole team.
Managing waiting
room activities and interactions
Ensuring the
smooth running of reception procedures front desk and telephone ensuring
adequate levels of staffing, training, and supervising reception staff, helping
recruit new staff.
Ensuring requests
for repeat prescriptions are managed appropriately: and that requests are being
managed as expediently as possible.
Acting as the
primary point of contact in reception for clinicians a provider of service to
the clinical team
Supporting staff
in difficult patient situations
Working with and
supporting the team and providing a role model for the staff
Greeting patients
and providing non-clinical patient help and support: similar to customer care
in other businesses e.g., hotels and banks: by understanding the range of
services on offer, how to use them effectively and guiding patients through
their interactions with the practice.
Dealing with all patient
enquiries in the reception area and on the telephone including making new and
follow-up appointments on the appointments system
A full job description is available on request
Job description
Job responsibilities
Managing and
directing staff working as professionals in reception
Manage training
of staff between the various reception functions
Managing
appointment templates rotas for clinicians and admin staff
Ensuring the
primary objective of providing excellent levels of patient service permeates
the whole team.
Managing waiting
room activities and interactions
Ensuring the
smooth running of reception procedures front desk and telephone ensuring
adequate levels of staffing, training, and supervising reception staff, helping
recruit new staff.
Ensuring requests
for repeat prescriptions are managed appropriately: and that requests are being
managed as expediently as possible.
Acting as the
primary point of contact in reception for clinicians a provider of service to
the clinical team
Supporting staff
in difficult patient situations
Working with and
supporting the team and providing a role model for the staff
Greeting patients
and providing non-clinical patient help and support: similar to customer care
in other businesses e.g., hotels and banks: by understanding the range of
services on offer, how to use them effectively and guiding patients through
their interactions with the practice.
Dealing with all patient
enquiries in the reception area and on the telephone including making new and
follow-up appointments on the appointments system
A full job description is available on request
Person Specification
Qualifications
Essential
- Well educated academic or vocational qualifications that demonstrate intelligence and application
Desirable
- Evidence of continual professional development and training in different areas of work
Experience
Essential
- 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.
Desirable
- Good verbal and written communication skills including running team meetings.
- Previous experience
- 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.
Person Specification
Qualifications
Essential
- Well educated academic or vocational qualifications that demonstrate intelligence and application
Desirable
- Evidence of continual professional development and training in different areas of work
Experience
Essential
- 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.
Desirable
- Good verbal and written communication skills including running team meetings.
- Previous experience
- 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.