Job summary
Interviews will be held on Thursday 19th December 2024
Are you a motivated leader with a passion for healthcare excellence? As the Team Leader at Chastleton Medical Group, you'll play a key role in guiding our reception team to provide exceptional administrative support and a welcoming experience for every patient. In this pivotal position, you will ensure our core values of Openness, Fairness, Respect, and Accountability are at the heart of every interaction, while maintaining a seamless and efficient operation.
Why join us? At Chastleton, we are dedicated to fostering a collaborative and supportive environment where continuous improvement and professional development are encouraged. As part of our leadership team, you will have the opportunity to make a real impact, shaping the experience of both patients and staff. We also have free coffee and tea.
If you are an empathetic, organised, and proactive leader who thrives in a dynamic healthcare setting, we'd love to have you on our team. Make a difference with us, apply today and be part of our mission to provide the highest standard of care.
Main duties of the job
As the Team Leader at Chastleton Medical Group, you will be at the forefront of ensuring a seamless, patient-centred experience in our reception and administrative areas. Leading a dedicated team, you will manage staff rotas, and support training initiatives to ensure that each team member is equipped to provide the highest level of service. Your role will involve monitoring and improving reception processes, and ensuring compliance with practice policies to maintain a safe, welcoming environment for all.
In addition, you will act as the primary point of contact for patient enquiries with empathy and professionalism. This role is ideal for someone who excels in both coaching and hands-on responsibilities, bringing a proactive approach to improving administrative processes while fostering a positive and productive workplace culture.
About us
At Chastleton, we are more than just a healthcare practice, we are a close-knit team dedicated to supporting one another and providing outstanding patient care. Our small, friendly team includes both clinical and administrative staff who work collaboratively to create a welcoming, positive environment for both our patients and each other. We believe in fostering a work culture where everyone feels valued, connected, and supported.
Team members often catch up during morning breaks or practice meetings, building strong, respectful relationships across all departments. We prioritise employee well-being with regular Staff Wellness Days, where we come together to focus on mental and physical health. To recognise hard work and dedication, we celebrate an Employee of the Quarter, highlighting those who go above and beyond to make a difference.
When you join Chastleton, you are joining a supportive and compassionate team that encourages professional growth, work-life balance, and a genuine sense of camaraderie. If you are looking for a workplace where you are more than just a number, we would love to welcome you to our team.
Job description
Job responsibilities
Reports to: Operations Manager
The Team Leader is responsible for the efficient management and direction of the reception team, ensuring all administrative duties are performed to a high standard and meet the objectives of the practice. This role requires adherence to practice Standard Operating Procedures (SOPs) and policies, ensuring staff operate within these guidelines. Additionally, the Team Leader supports the management team in promoting equality, diversity, inclusion (ED&I), health, safety, and environmental standards (SHEF), quality improvement, confidentiality, collaboration, service delivery, and staff development.
Mission Statement: To provide the highest possible standard of care to all our patients.
Chastleton Core Values:
- Openness: Delivering an open and honest service
- Fairness: Behaviour without favouritism or discrimination
- Respect: Due regard for the feelings and rights of others
- Accountability: To be accountable for actions and decisions made
Primary Key Responsibilities
The Team Leader will oversee and support the reception and ensuring smooth and efficient operations. Core responsibilities include but are not limited to:
- Overseeing Operations: Manage the administration and support functions within the practice to ensure staff meet their primary responsibilities.
- Supervision & Management: Supervise the reception team, managing the Housecalls Desk, and completing daily reception tasks such as telephone duties, patient registrations, and appointment enquiries.
- Staff Development: Line manage reception staff, supporting their development, ensuring completion of mandatory training, and conducting staff appraisals.
- Programme Coordination: Support the coordination of key patient programmes, including:
- Cervical screening programme invitations
- Annual health checks for learning disabilities
- COVID and seasonal influenza vaccination programmes
- Training & Team Building: Identify team training needs and deliver appropriate training sessions.
- Scheduling & Staffing: Compile staff schedules, ensuring sufficient coverage, especially during periods of leave or staff absence.
- Continuous Improvement: Promote a culture of continuous improvement by encouraging staff to share suggestions and participating in practice development initiatives.
- Patient Relations: Provide initial guidance for patients wishing to make verbal complaints.
- Facility Responsibilities: Act as building fire marshall, maintaining evacuation lists and managing deliveries, adhering to the cold chain policy as needed.
Secondary Responsibilities
In addition to core responsibilities, the Team Leader may be requested to:
- Act as Deputy for the Operations Manager during absences.
- Participate in audit processes as directed.
- Coordinate and document meeting agendas and minutes.
- Assist with practice website and social media account updates.
- Promote and monitor the Friends and Family Test.
Job description
Job responsibilities
Reports to: Operations Manager
The Team Leader is responsible for the efficient management and direction of the reception team, ensuring all administrative duties are performed to a high standard and meet the objectives of the practice. This role requires adherence to practice Standard Operating Procedures (SOPs) and policies, ensuring staff operate within these guidelines. Additionally, the Team Leader supports the management team in promoting equality, diversity, inclusion (ED&I), health, safety, and environmental standards (SHEF), quality improvement, confidentiality, collaboration, service delivery, and staff development.
Mission Statement: To provide the highest possible standard of care to all our patients.
Chastleton Core Values:
- Openness: Delivering an open and honest service
- Fairness: Behaviour without favouritism or discrimination
- Respect: Due regard for the feelings and rights of others
- Accountability: To be accountable for actions and decisions made
Primary Key Responsibilities
The Team Leader will oversee and support the reception and ensuring smooth and efficient operations. Core responsibilities include but are not limited to:
- Overseeing Operations: Manage the administration and support functions within the practice to ensure staff meet their primary responsibilities.
- Supervision & Management: Supervise the reception team, managing the Housecalls Desk, and completing daily reception tasks such as telephone duties, patient registrations, and appointment enquiries.
- Staff Development: Line manage reception staff, supporting their development, ensuring completion of mandatory training, and conducting staff appraisals.
- Programme Coordination: Support the coordination of key patient programmes, including:
- Cervical screening programme invitations
- Annual health checks for learning disabilities
- COVID and seasonal influenza vaccination programmes
- Training & Team Building: Identify team training needs and deliver appropriate training sessions.
- Scheduling & Staffing: Compile staff schedules, ensuring sufficient coverage, especially during periods of leave or staff absence.
- Continuous Improvement: Promote a culture of continuous improvement by encouraging staff to share suggestions and participating in practice development initiatives.
- Patient Relations: Provide initial guidance for patients wishing to make verbal complaints.
- Facility Responsibilities: Act as building fire marshall, maintaining evacuation lists and managing deliveries, adhering to the cold chain policy as needed.
Secondary Responsibilities
In addition to core responsibilities, the Team Leader may be requested to:
- Act as Deputy for the Operations Manager during absences.
- Participate in audit processes as directed.
- Coordinate and document meeting agendas and minutes.
- Assist with practice website and social media account updates.
- Promote and monitor the Friends and Family Test.
Person Specification
Qualifications
Essential
- Educated to A-level/equivalent or higher, with relevant experience
- GCSE English (C or above) and at least three other
Desirable
- AMSPAR qualification
- NVQ Level 2 in Health and Social Care
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Motivated
- Initiative and judgement (knowing when to ask for help)
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills (generic)
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- SystmOne
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
- Experience of working in a healthcare setting
- Experience of leading/managing a team
Desirable
- Coaching and mentoring qualification
- Experience of providing appraisal writing and staff development
Person Specification
Qualifications
Essential
- Educated to A-level/equivalent or higher, with relevant experience
- GCSE English (C or above) and at least three other
Desirable
- AMSPAR qualification
- NVQ Level 2 in Health and Social Care
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Motivated
- Initiative and judgement (knowing when to ask for help)
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills (generic)
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- SystmOne
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
- Experience of working in a healthcare setting
- Experience of leading/managing a team
Desirable
- Coaching and mentoring qualification
- Experience of providing appraisal writing and staff development
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.