Reception Team Leader

Job description

Job responsibilities

Responsibilities

• Overseeing the reception services of the practice, ensuring staff achieve their primary responsibilities.
• Induction and training of all new staff
• Attend and chair reception team meetings.

• Supervising reception staff to ensure they feel supported, provide guidance and direction and are up to date with all mandatory training.
• Identify any training needs for staff and offer further training where needed.
• Develop and implement efficient reception processes to ensure the smooth running of reception to provide the best patient care. .
• Compiling and managing staff rotas Ensuring adequate staffing levels, approve annual leave and organise rotas ensuring all functions are covered as required.
• Setting up of clinical rotas on EMIS systems keeping up to date with changes which can take place and ensuring these are updated.
• Liaise with management team concerning staffing and organisation of work.
• Liaise with other member of primary care team and outside agencies as required.
• Deal with more complex enquiries from patients and refer to Practice Mange if a complaint arises.
• Manage day to day issues that may arise within the team or with individuals being able to assertively manage difficult conversations with team members and patients.
• Support clinical staff with general tasks as requested.
• Arrange and lead reception staff appraisals with the Practice Manager.
• Ensure all team members are following practice policies and adhering to safety standards.
• Mentor staff when mistakes are made.
• Promote health and safety.
• Ensure the smooth running of day-to-day surgeries/clinics ensuring standards of the rooms are kept up to date and ready for the next clinician.
• Ensure computer related equipment is up and running.
• Flexibility in working hours to meet the needs of the business.
• Ensuring Friends and Family questionnaires are being sent out to patients to complete.
• Ensuring room allocation is completed on a weekly basis to ensure the smooth running of surgeries.
• Working alongside Practice Manager to employ and interview new members of staff.
• Setting up new members of staff in the clinical and other IT systems.
• Ensure the team handle patients and visitors enquiries courteously, efficiently, and confidentially.
• Manage paperwork systems including post, internal and external.
• Maximise appointment availability for the practice.
• Continually assess and evaluate systems recommending changes and improvements to the Practice Manager as appropriate.
• Monitoring and coding the failsafe process of cancer FIT Test
• Run monthly Ardens searches for Children Aged 11 16 for Online Access

Reception Duties:

• Process and effectively signpost patients to the appropriate healthcare professional, depending on presenting symptoms.
• Answering incoming calls and dealing with callers request appropriately. Ensure effective use of telephone system.
• Provide an excellent standard of customer service.
• Initiate contact with and respond to requests from patients, team and members of external agencies.
• Data entry of new birth registrations
• Monitor and maintain reception notice boards make sure up to date information is provided in the waiting areas and general housekeeping is kept up to a good standard.
• Working well within a team and being able to build strong working relationships with the people you work with.
• Assist patients with registration in line with practice protocols
• Advise patients of relevant charges for services received, accept and record payments, and issue receipts
• Direct requests for information, e.g. SAR, insurance/solicitor letters and DVLA forms, to the administration team
• Deal with pathology samples, x-ray requests and certificates, including issuing blood request forms when required
• Manage all deliveries to the practice, ensuring adherence to the cold chain policy as required
• Help to instruct patients on operation of blood pressure monitoring equipment

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognise peoples needs for alternative methods of communication and respond accordingly.

Confidentiality:

• While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
• In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Contribution to the Implementation of Services:

• Apply practice policies, standards, and guidance.
• Discuss with other members of the team how the policies, standards and guidelines will affect own work.
• Participate in audit where appropriate.

Personal/Professional Development:

• Participate in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Taking responsibility for own development, learning/performance and demonstrating skills and activities to other who are undertaking similar work.

Equality and Diversity:

The post holder will support the equality, diversity and rights of patients, carers, and colleagues to include.

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice policies and current legislation.
• Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues.
• Behaving in a manner which is welcoming to an individual, is non-judgemental and respects their circumstances, feelings priorities and rights.

Person Specification

Qualifiacations

Essential

• Good standard of general education (GCSE O levels at Grade A-C) or equivalent.
• Good standard of numeracy & literacy

Desirable

• Team leader training

Qualifications

Essential

• Good communication skills
• Attention to detail.
• Ability to use own judgement and common sense.
• Good time management and organisational skills
• Be a well presented & motivated individual who always maintains a high level of professionalism.
• Well developed IT skills including Microsoft office.

Desirable

• Familiarity with EMIS software

Experience

Essential

• Computer literate, use of Microsoft packages.
• 2+ years working in customer services

Desirable

• Previous primary care work
• Experience in a healthcare setting.
• Experience in a receptionist/admin role.
• Previous team leading experience

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.

Employer details

Employer name

Wallington Family Practice

Address

Jubilee Health Centre

Shotfield

Wallington

SM6 0HY

Employer's website

https://www.wallingtonfamilypractice.nhs.uk/ (Opens in a new tab)