Job summary
We seek an experienced Lead Receptionist to join our team. The successful candidate will be responsible for managing the reception area and team. You will be expected to staff the front desk and answer phone lines, dealing appropriately with patients. You will provide administrative and knowledge-support to the team, so previous experience of working in a medical reception area will be required, as will previous use of SystmOne.
The Lead Receptionist must have excellent customer service skills, be able to multitask, and have a professional demeanour. This position requires the ability to work independently as well as in a team environment, including with our Senior Receptionists. It also requires the utmost discretion and confidentiality due to the nature of the information being dealt with in the surgery.
The ideal candidate will work 37 hours in a week, but consideration will be given for the right candidate who can work 28 hours or more. Any job offers are made pending the receipt of a satisfactory DBS check.
Main duties of the job
Manage the processes and teams in our reception area, including overseeing the rota and pro-actively managing any staffing issues that may arise, including covering for holidays and breaks as required.
Greet patients and deal with their requests in a professional manner.
Answer incoming calls, seeking appropriate information from patients and noting everything appropriately. Work with our SystmOne ICT package to ensure everything is logged, dealt with and managed appropriately.
Follow up on all urgent issues to ensure everything has been actioned.
Be a super-user of SystmOne to provide reports and incident management as required.
Be prepared to promote and undertake training and development of self and the team to up-skill and enhance the knowledge base of the team.
Maintain a clean and organized reception area. Work with the Practice Manager on initiatives to improve efficiency.
Assist with administrative tasks such as filing, data entry and document preparation.
Provide excellent customer service to all patients and visitors.
Handle incoming mail and packages appropriately.
Oversee day-to-day personnel issues that may arise, dealing effectively with them and liaising with the Practice Manager when support is required.
Support the equality, diversity and rights of patients and staff throughout all systems within the practice.
Promote and uphold Health and Safety practices throughout the reception area and office.
About us
Willington Medical Group serves the General Practice needs of Willington and the surrounding villages. It is a medium sized practice having 6 GP partners & some 29 clinical / other support staff.
We occupy a leased building, shared with the Health Centre, in the central area of the town and community that it serves. We also provide free parking for patients and staff.
Job description
Job responsibilities
To be responsible for ensuring the smooth running of the reception area and team
Reception Duties:
Answering the telephone, dealing with patients, and conveying messages
Provide and model excellent customer service to all patients and visitors.
Be the first point of referral for patient complaints, or other issues at the front desk.
Managing the tasks of the reception team, whether physical or digital
Accepting requests (paper or digital) for repeat prescriptions.
Sorting mail and parcels
To be fully conversant with SystmOne so as to be the person to resolve queries.
Scan / copy insurance medicals / reports and maintain record book and files.
Maintaining a log of telephone messages
Taking ownership of urgent tasks and matters until they have been successfully handed over.
Dealing with results and other relevant documents properly, ensuring patients' notes are complete.
Charging patients the appropriate amount for private work, overseeing the SumUp machine, recording the charge in the receipt book and providing the patient receipt.
Maintaining a record of daily lab tests, both outgoing and incoming, in a manner suited to the needs of the Practice.
Maintain a clean and organized reception area.
Work with the Practice Manager on initiatives to improve efficiency.
Work with agencies and peripatetic providers of services in a professional manner
Additional Duties:
Arranging staff weekend and bank holiday rota.
Responsibility for organising cover for holidays, sickness and compassionate leave.
Oversee day-to-day personnel issues that may arise, dealing effectively with them and liaising with the Practice Manager when support is required.
Helping new reception staff and training of new / existing reception staff.
Undertake appraisal meetings with reception staff as required, utilising Practice documentation and reporting regularly to the Practice Manager.
Please see the attached Job Description and Person Specification in Supporting Documents for more information.
Job description
Job responsibilities
To be responsible for ensuring the smooth running of the reception area and team
Reception Duties:
Answering the telephone, dealing with patients, and conveying messages
Provide and model excellent customer service to all patients and visitors.
Be the first point of referral for patient complaints, or other issues at the front desk.
Managing the tasks of the reception team, whether physical or digital
Accepting requests (paper or digital) for repeat prescriptions.
Sorting mail and parcels
To be fully conversant with SystmOne so as to be the person to resolve queries.
Scan / copy insurance medicals / reports and maintain record book and files.
Maintaining a log of telephone messages
Taking ownership of urgent tasks and matters until they have been successfully handed over.
Dealing with results and other relevant documents properly, ensuring patients' notes are complete.
Charging patients the appropriate amount for private work, overseeing the SumUp machine, recording the charge in the receipt book and providing the patient receipt.
Maintaining a record of daily lab tests, both outgoing and incoming, in a manner suited to the needs of the Practice.
Maintain a clean and organized reception area.
Work with the Practice Manager on initiatives to improve efficiency.
Work with agencies and peripatetic providers of services in a professional manner
Additional Duties:
Arranging staff weekend and bank holiday rota.
Responsibility for organising cover for holidays, sickness and compassionate leave.
Oversee day-to-day personnel issues that may arise, dealing effectively with them and liaising with the Practice Manager when support is required.
Helping new reception staff and training of new / existing reception staff.
Undertake appraisal meetings with reception staff as required, utilising Practice documentation and reporting regularly to the Practice Manager.
Please see the attached Job Description and Person Specification in Supporting Documents for more information.
Person Specification
Experience
Essential
- Knowledge/experience of administration and reception duties.
- Working knowledge of Microsoft Office packages, e.g. Word, Excel, & Outlook.
- Ability to work independently and as part of a team.
Qualifications
Essential
- GCSE Maths & English, Grade C & above.
Desirable
- Level 3 NVQ in Business and administration, a supervisory qualification, or equivalent experience.
Person Specification
Experience
Essential
- Knowledge/experience of administration and reception duties.
- Working knowledge of Microsoft Office packages, e.g. Word, Excel, & Outlook.
- Ability to work independently and as part of a team.
Qualifications
Essential
- GCSE Maths & English, Grade C & above.
Desirable
- Level 3 NVQ in Business and administration, a supervisory qualification, or equivalent 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
NHS North Of England Commissioning Support Unit
Address
Willington Medical Group
Chapel Street
Willington
Crook
County Durham
DL15 0EQ
Employer's website
https://www.necsu.nhs.uk (Opens in a new tab)
