Job summary
The post holder is responsible for providing the first point of contact for patients and act as a focal point of communication between patients, doctors and other medical staff as well as providing the first point of contact for members of the Receptionist team.
Key responsibilities
Receptionist Team
. Day to day running of the admin staffing levels, ensuring all periods of sickness are fully covered, including personal attendance if necessary.
. In the absence of the Assistant practice manager, take responsibility for management of the admin team Rota.
. Act as the first point of contact for all members of the Receptionist and Clinical team for any problems or training issues with regards to all back office functions
. Review, delegate and oversee administrative processes relating to reception functions managing daily workloads effectively
. Supervise and manage the workload of the deputy reception team leader and reception staff ensuring levels of professionalism are maintained at all times.
Main duties of the job
. Assist the Assistant Practice Manager in the recruitment process for reception staff.
. Responsible for ongoing training needs of the Admin team. This could at times involve support across all practice sites.
. Overseeing the delegation of weekly, monthly and annual recalls.
. Support the Assistant Practice Manager and Practice Manager with overseeing the monitoring of QOF recalls throughout the year.
. Attend meetings with the Assistant Practice Manager and Practice Manager when relevant
. Completion of audits when requested by the Assistant Practice Manager
. CQC Lead for designated policies e.g. Cleaning, etc
. Administering designated LIS and LES e.g. Universal Offer, etc
. Attend and support with the quarterly reception team meetings. Administer the DNA system including patient letters and posters in the waiting area
. Maintain the facilities log for the building, arranging any work as and when appropriate
Office Manager 2018 West Heath
. Maintain and update staff training records.
. Any other delegated duties considered appropriate for the post as agreed with the post holder
About us
West Heath Surgery is located within West Heath Medical Centre. We aim to provide first class up to date healthcare to the community while maintaining a family doctor relationship with all patients enabling continuity of care throughout a patients life. The Practice will continue to provide patient focused services using the criteria of clinical excellence providing healthcare to the community with equity and equality of access.
Our team is made up of a range of experienced and respected professionals. They include GPs and Nurses, along with Allied Health Professionals such as Health Visitors, Midwives and Councellors. Our clinical team is backed up by a full compliment of administrative staff.
The Practices vision and ambition towards the delivery of patient care was greatly inspired by our previous Senior Partner, Dr Ashok Vora. Dr Vora joined the Surgery in 1983 and became Senior Partner in 1998. During his time at the Surgery, Dr Vora was also an advisor to the PCT, helping to shape healthcare services in the local area and was the founding member of SouthDocServices, providing out-of-hours care to the South Birmingham communities. Dr Voras unwavering dedication in ensuring his patients received the highest level of care is still an inspiration to the Surgery team, even after his sad passing in 2022.
Job description
Job responsibilities
Job Description
Title: Reception Team Leader
Responsible to: Assistant Practice Manager
Job summary
The post holder is responsible for providing the first point of contact for patients and act as a focal point of communication between patients, doctors and other medical staff as well as providing the first point of contact for members of the Receptionist team.
Key responsibilities
Receptionist Team
1. Day to day running of the admin staffing levels, ensuring all periods of sickness are fully covered, including personal attendance if necessary.
2. In the absence of the Assistant practice manager, take responsibility for management of the admin team Rota.
3. Act as the first point of contact for all members of the Receptionist and Clinical team for any problems or training issues with regards to all back office functions
4. Review, delegate and oversee administrative processes relating to reception functions managing daily workloads effectively
5. Supervise and manage the workload of the deputy reception team leader and reception staff ensuring levels of professionalism are maintained at all times.
6. Assist the Assistant Practice Manager in the recruitment process for reception staff.
7. Responsible for ongoing training needs of the Admin team. This could at times involve support across all practice sites.
8. Act as a buddy for new starters during induction and training.
9. Overseeing the delegation of weekly, monthly and annual recalls.
10. Support the Assistant Practice Manager and Practice Manager with overseeing the monitoring of QOF recalls throughout the year.
11. Supporting the Practice management team with the operational management of additional services.
12. Attend meetings with the Assistant Practice Manager and Practice Manager when relevant
13. Completion of audits when requested by the Assistant Practice Manager
14. CQC Lead for designated policies e.g. Cleaning, etc
15. Administering designated LIS and LES e.g. Universal Offer, etc
16. Attend and support with the quarterly reception team meetings
17. Administer the DNA system including patient letters and posters in the waiting area
18. Maintain the facilities log for the building, arranging any work as and when appropriate.
Office Manager 2018 West Heath
19. Maintain and update staff training records.
20. Any other delegated duties considered appropriate for the post as agreed with the post holder
In addition to:
Reception
1. Handling telephone and general enquiries
2. Making appointments and taking requests for home visits
3. Taking Messages
4. Processing all forms of communication relating to patients
5. Ensuring work areas are tidy
6. Cash handling
7. Making appointments for medical representatives
8. Making refreshments
9. All forms of data entry and recording relating to patients, including scanning
10. Assisting with the onward management of patients as required, e.g. booking further appointments, referrals
11. Assisting clinicians as a chaperone where required
12. Providing administrative support to clinicians and managers within the organisation
13. Follow and adhere to Health and Safety procedures
14. Any other delegated duties considered appropriate for the post
Communication
1. Communicate effectively to deliver excellent customer service to patients
2. Promote effective teamwork with all staff
3. Provide appropriate communication to identify problems and solutions promptly
4. Provide clear communication to ensure effective delegation of tasks
Special Requirements of the post:
1. An understanding, acceptance and adherence to the need for strict confidentiality
2. Capacity to work across multiple sites if/when required by the Practice Manager.
The Job Description will be subject to periodic review and amendment in consultation with the post-holder.
Job description
Job responsibilities
Job Description
Title: Reception Team Leader
Responsible to: Assistant Practice Manager
Job summary
The post holder is responsible for providing the first point of contact for patients and act as a focal point of communication between patients, doctors and other medical staff as well as providing the first point of contact for members of the Receptionist team.
Key responsibilities
Receptionist Team
1. Day to day running of the admin staffing levels, ensuring all periods of sickness are fully covered, including personal attendance if necessary.
2. In the absence of the Assistant practice manager, take responsibility for management of the admin team Rota.
3. Act as the first point of contact for all members of the Receptionist and Clinical team for any problems or training issues with regards to all back office functions
4. Review, delegate and oversee administrative processes relating to reception functions managing daily workloads effectively
5. Supervise and manage the workload of the deputy reception team leader and reception staff ensuring levels of professionalism are maintained at all times.
6. Assist the Assistant Practice Manager in the recruitment process for reception staff.
7. Responsible for ongoing training needs of the Admin team. This could at times involve support across all practice sites.
8. Act as a buddy for new starters during induction and training.
9. Overseeing the delegation of weekly, monthly and annual recalls.
10. Support the Assistant Practice Manager and Practice Manager with overseeing the monitoring of QOF recalls throughout the year.
11. Supporting the Practice management team with the operational management of additional services.
12. Attend meetings with the Assistant Practice Manager and Practice Manager when relevant
13. Completion of audits when requested by the Assistant Practice Manager
14. CQC Lead for designated policies e.g. Cleaning, etc
15. Administering designated LIS and LES e.g. Universal Offer, etc
16. Attend and support with the quarterly reception team meetings
17. Administer the DNA system including patient letters and posters in the waiting area
18. Maintain the facilities log for the building, arranging any work as and when appropriate.
Office Manager 2018 West Heath
19. Maintain and update staff training records.
20. Any other delegated duties considered appropriate for the post as agreed with the post holder
In addition to:
Reception
1. Handling telephone and general enquiries
2. Making appointments and taking requests for home visits
3. Taking Messages
4. Processing all forms of communication relating to patients
5. Ensuring work areas are tidy
6. Cash handling
7. Making appointments for medical representatives
8. Making refreshments
9. All forms of data entry and recording relating to patients, including scanning
10. Assisting with the onward management of patients as required, e.g. booking further appointments, referrals
11. Assisting clinicians as a chaperone where required
12. Providing administrative support to clinicians and managers within the organisation
13. Follow and adhere to Health and Safety procedures
14. Any other delegated duties considered appropriate for the post
Communication
1. Communicate effectively to deliver excellent customer service to patients
2. Promote effective teamwork with all staff
3. Provide appropriate communication to identify problems and solutions promptly
4. Provide clear communication to ensure effective delegation of tasks
Special Requirements of the post:
1. An understanding, acceptance and adherence to the need for strict confidentiality
2. Capacity to work across multiple sites if/when required by the Practice Manager.
The Job Description will be subject to periodic review and amendment in consultation with the post-holder.
Person Specification
Qualifications
Essential
- Qualifications
- 1. GCSE English or equivalent Grade C or above
- 2. RSA II typing/word processing or equivalent
Experience
Essential
- 1. Previous experience of working in an office environment
- 2. Previous medical receptionist experience
- 3. Previous senior medical receptionist experience
- 4. Experience of using Vision and EMIS web software
Knowledge and Skills
Essential
- . Proficient in reading and writing English
- . Able to speak and understand fluent English to receive and issue instructions concerning patients in English and without the risk of misunderstanding
- . Strong organisational skills and ability to maintain complete and accurate record systems
- . Ability to work under own initiative and prioritise workload to meet deadlines
- . Ability to provide excellent customer service
- . Good interpersonal skills
- . Good standard of communication both orally and in writing
- . A specific understanding of the confidential nature of the work in hand
- . Conversant with Microsoft Word
- . Understanding of confidentiality and Data Protection Act
- . Knowledge of the local area
- . Good telephone manner
Personal Qualities
Essential
- .A willingness to work in a flexible and co-operative manner with colleagues
- . Ability to work as a team or on own initiative
- . Ability to cope with change
- . Reliable
- . Good time keeper
- . Friendly and approachable
- . Willingness to undertake a DBS (CRB) check
- . Willingness to undertake training
- . Able to cope under pressure
Person Specification
Qualifications
Essential
- Qualifications
- 1. GCSE English or equivalent Grade C or above
- 2. RSA II typing/word processing or equivalent
Experience
Essential
- 1. Previous experience of working in an office environment
- 2. Previous medical receptionist experience
- 3. Previous senior medical receptionist experience
- 4. Experience of using Vision and EMIS web software
Knowledge and Skills
Essential
- . Proficient in reading and writing English
- . Able to speak and understand fluent English to receive and issue instructions concerning patients in English and without the risk of misunderstanding
- . Strong organisational skills and ability to maintain complete and accurate record systems
- . Ability to work under own initiative and prioritise workload to meet deadlines
- . Ability to provide excellent customer service
- . Good interpersonal skills
- . Good standard of communication both orally and in writing
- . A specific understanding of the confidential nature of the work in hand
- . Conversant with Microsoft Word
- . Understanding of confidentiality and Data Protection Act
- . Knowledge of the local area
- . Good telephone manner
Personal Qualities
Essential
- .A willingness to work in a flexible and co-operative manner with colleagues
- . Ability to work as a team or on own initiative
- . Ability to cope with change
- . Reliable
- . Good time keeper
- . Friendly and approachable
- . Willingness to undertake a DBS (CRB) check
- . Willingness to undertake training
- . Able to cope under pressure
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.