Job summary
We are looking for a proactive and enthusiastic Patient Services Lead/Reception Lead who would be responsible for the leadership and supervision of a
team of receptionists, ensuring all reception duties are performed effectively
and to the required standard, meeting the objectives of the organisation. This
pivotal role involves overseeing daily operations and ensuring a positive
experience for patients and staff. You will play a crucial part in enhancing
communication across our healthcare teams and supporting the smooth running of the
practice.
Hours can be worked over four or five days. For four-day schedules, the day off will be Tuesday or Thursday. Weekly hours range from 25 to 37.5.
Main duties of the job
Support the reception staff by acting as a role model to the
team, supporting, motivating and promoting good staff relations whilst providing
guidance and direction.
Support the receptionists and patients with any queries or
complaints they may have, ensuring they are escalated to the management team if
required.
Ensure that the reception team action all incoming emails,
correspondence, and requests as necessary
Seek to resolve any day-to-day staff issues locally. If not
possible, escalate to the management team for action
Induction and training of receptionists to agreed
standards
Support Clinical team including but not limited to triage support.
About us
Situated in Dursley, on the edge of the Cotswolds, midway between Gloucester and Bristol, May Lane Surgery is a friendly surgery serving approximately 9,500 patients.
We are a 4 partner Surgery with a comprehensive team including reception, nursing, frailty and managerial staff. We have an enthusiastic ARR team currently comprising of Clinical Pharmacists, Pharmacy Technician, Paramedic and Social Prescriber.
We pride ourselves in being proactive and responsive to change. We continue to offer high quality, patient-centred care to our patients.
Our organisation acknowledges the duty of care to safeguard, protect and promote the welfare of the adults with care and support needs and children listed at the practice and is committed to ensuring safeguarding practice reflects statutory responsibilities, government guidance and complies with best practice and CQC requirements. This includes completing DBS checks on all successful applicants.
Job description
Job responsibilities
To include but not limited to the following.
Support reception staff development, providing guidance and
direction
First point of contact for IT concerns.
Ensure that the reception team action all incoming emails,
correspondence, and requests as per protocols.
Induction and training of receptionists to agreed standards.
On an ongoing basis gather data to ensure staffing levels
are matched to demand.
Oversee the reception rotas.
Involvement in the production of practice and clinical rotas.
Support the Compliance and Quality Lead with all Patient
Participation Group related matters.
Support all clinical staff with general administrative tasks
as requested.
Answer incoming phone calls, transferring calls or dealing
with the callers request appropriately.
Signpost patients to the appropriate services.
Input data into patients healthcare records as necessary.
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.
Undertake all mandatory training and induction programmes.
Maintain a clean, tidy, effective working area at all times
and ensure all team members follow the same guidelines.
Support health promotion and display promotional material on
the allocated noticed boards and in the waiting room.
Job description
Job responsibilities
To include but not limited to the following.
Support reception staff development, providing guidance and
direction
First point of contact for IT concerns.
Ensure that the reception team action all incoming emails,
correspondence, and requests as per protocols.
Induction and training of receptionists to agreed standards.
On an ongoing basis gather data to ensure staffing levels
are matched to demand.
Oversee the reception rotas.
Involvement in the production of practice and clinical rotas.
Support the Compliance and Quality Lead with all Patient
Participation Group related matters.
Support all clinical staff with general administrative tasks
as requested.
Answer incoming phone calls, transferring calls or dealing
with the callers request appropriately.
Signpost patients to the appropriate services.
Input data into patients healthcare records as necessary.
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.
Undertake all mandatory training and induction programmes.
Maintain a clean, tidy, effective working area at all times
and ensure all team members follow the same guidelines.
Support health promotion and display promotional material on
the allocated noticed boards and in the waiting room.
Person Specification
Qualifications
Essential
- Good standard of education including qualification in English & Maths (GCSE grade A-C, or equivalent)
Desirable
- A Leadership Qualification
Experience
Essential
- Experience of working with the general public
- Experience of working in a healthcare setting
- Experience of leading a team or examples of leadership skills
- Experience of administrative duties
Desirable
- Experience of working in a GP practice
- Experience with Systm1
Skills
Essential
- Excellent communication skills and effective in communicating and understanding patient needs
- Competent in the use of MS Office and Outlook
- Problem solver with the ability to process information accurately and effectively, interpreting data as required
- Ability to use own initiative, discretion, and sensitivity
- Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity
- Ability to work as a team member and autonomously
- Punctual and committed to supporting the team effort
- High levels of integrity and loyalty
- Clear, polite telephone manner
- Flexible and accommodating
- Motivated
- Demonstrate personal accountability, emotional resilience and work well under pressure
- Knowledge of and ability to work to key policies and procedures
Desirable
- Understanding of safeguarding adults and children
- Anima experience
Person Specification
Qualifications
Essential
- Good standard of education including qualification in English & Maths (GCSE grade A-C, or equivalent)
Desirable
- A Leadership Qualification
Experience
Essential
- Experience of working with the general public
- Experience of working in a healthcare setting
- Experience of leading a team or examples of leadership skills
- Experience of administrative duties
Desirable
- Experience of working in a GP practice
- Experience with Systm1
Skills
Essential
- Excellent communication skills and effective in communicating and understanding patient needs
- Competent in the use of MS Office and Outlook
- Problem solver with the ability to process information accurately and effectively, interpreting data as required
- Ability to use own initiative, discretion, and sensitivity
- Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity
- Ability to work as a team member and autonomously
- Punctual and committed to supporting the team effort
- High levels of integrity and loyalty
- Clear, polite telephone manner
- Flexible and accommodating
- Motivated
- Demonstrate personal accountability, emotional resilience and work well under pressure
- Knowledge of and ability to work to key policies and procedures
Desirable
- Understanding of safeguarding adults and children
- Anima 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.
