Reception Team Lead

Job Summary

We are looking to recruit an experienced and highly organised person as our replacement reception team lead to join our busy friendly practice. You will lead and support a team of receptionists to ensure the practice operates smoothly and the patients receive a professional and efficient service. Working hours will be around the core hours of 8am to 6pm Monday to Friday.

Main Duties of the Job

• As this role will have access to a higher level of confidential data there is an expectation that the post holder will always maintain the highest level of confidentiality and integrity.
• This is a hands on role that would suit someone who enjoys leadership and patient interaction.

About [Employer hidden — sign up to reveal]

[Employer hidden — sign up to reveal] provides healthcare to approximately 10,500 patients. The practice has 6 part time GPs, a pharmacist and nursing team all supported by an experienced reception/admin team. We are a training practice for GP registrars. Our clinical system is SystmOne and we utilise AccuRx and eConsult.

Job Responsibilities

• Oversee the reception operations of the practice to ensure staff achieve their primary responsibilities
• With the support of the Practice Manager be able to line manage all reception staff and support staff development - providing guidance and direction
• Maintain the highest levels of confidentiality due to the nature of the role and with being exposed to a greater level of confidential material and data
• Assist with staff appraisals as required
• Identify and deliver team training where required
• Compile clinical rotas and add to SystmOne
• Compile reception staff rotas to ensure sufficient cover is provided for periods of leave and other staff absences
• Coordinate reception staff to ensure effective deployment of the team across all areas of reception responsibility
• Carry out inductions for new GP registrars and medical students along with non-clinical staff
• Take action where workloads build up
• Co-ordinate room bookings and produce weekly room rota to including updating whiteboard
• Manage the Friends & Family feedback to include sending out the questionnaire and collating data and sharing feedback with staff and updating waiting room display
• Support the management team in the compilation of practice reports and the practice development plan as required
• Act as a focal point for the practice, managing requests from external organisations and other agencies
• Provide initial guidance and advice to patients who wish to verbally complain. Ensuring that the administration team is fully conversant with the complaints procedure
• Act as building fire marshal to ensure evacuation lists are current and that the visitors log is used appropriately
• Be an integral part of the general practice team
• Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on Safeguarding Adults and Safeguarding Children
• Support in the delivery of enhanced services and other service requirements if required
• Undertake all mandatory training and induction programmes
• Contribute to and embrace the spectrum of clinical governance
• Maintain a clean, tidy, effective working area at all times
• Attend a formal appraisal with their manager at least every 12 months.

Person Specification

Qualifications

Essential

• GCSE grade A - C (or equivalent) in maths and english

Desirable

• Leadership qualification

Experience

Essential

• Excellent communication and interpersonal skills
• Strong IT skills with attention to detail and accuracy
• Good time management
• Ability to work under pressure
• Reliable and flexible
• Ability to work as part of a team and in leading it

Desirable

• Previous experience of working in a GP practice
• Knowledge of practice systems
• Familiarity with NHS procedures

Employer Details

Employer: [Employer hidden — sign up to reveal]
Address: One Life Hartlepool, Park Road, Hartlepool TS24 7PW
Website: https://www.bankhousesurgery.co.uk/

Contact

Practice Manager: Pam Steadman
Email: [contact hidden]
Phone: [contact hidden]