Job summary
Lea Vale Medical Group have an exciting opportunity for a Lead Receptionist to join us.
We are a CQC outstanding rated practice who believes
in delivering high quality primary care services through effective teamwork and
constant learning.
We are looking for staff who share the same teamworking ethics to join
our team.
We learn from the past but are always looking to the
future. This is true for when we look for new staff as well, your skills and
experience will be what make you suitable for this role but we are more
interested in your ideas for the future! How you want to develop yourself and
how that will improve our practice and the service we offer to our patients.
Main duties of the job
The Lead Receptionist
plays a vital role in the delivery of high-quality patient services by
overseeing daily reception operations and supporting the reception team to
deliver a professional, efficient, and patient-centred service.
This role also includes a temporary leadership component, covering the
responsibilities of the Branch Team Leader during their maternity leave. During
this period, the postholder will take on additional duties such as supervising
the wider branch team, managing day-to-day site operations, and acting as the
first point of contact for operational queries at the branch site.
The role will be based at our Oliver Street branch. However, the successful applicant will rotate to our Luton branches at least once a month to ensure alignment across locations.
About us
We are a 10 partner practice located in Luton and Ampthill, across 4 sites, serving the needs of around 45,000 patients.
We are looking for staff who share the same teamworking ethics to join our team. The successful candidate will be joining an innovative and proactive practice.
We work with people to understand what being safe means to them as well as with our partners on the best way to achieve this. We concentrate on improving people's lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. We make sure we share concerns quickly and appropriately.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Job description
Job responsibilities
Reception and administration staff management
- The success of our practice is down to our amazing workforce. Every single new member of staff recruited must share our visions and values, these must then be fostered and developed whilst in our employment. It will be the role of the Lead Receptionist to support staff with development plans progression objectives.
- Work in collaboration with senior staff to ensure workflow processes are safe and robust
- Prepare all administrative rotas to ensure all workflow covered throughout the week
Patient appointments and advice (navigation)
- Management of our Klinik online consultation system, ensuring patient queries are appropriately navigated with relevant appointments or advice provided
- Training staff on the above
- Be available to answer patient calls when required
- Be available to cover front desk when required
Temporary Branch Team Leader Cover
- Act as the operational lead at the branch site during the Branch Team Leaders maternity leave.
- Ensure smooth running of reception and administrative functions at the branch.
- Support the clinical team by coordinating with nursing and GP staff regarding room availability, urgent queries, and appointment scheduling.
- Overall responsibility for ensuring all clinical rotas are on the system 6 weeks in advance
- Overall responsibility for ensuring the practice absence software is kept up to date and matches the clinical system
- Report branch issues to the Practice Manager and escalate concerns appropriately
- Maintain effective communication between sites to ensure continuity of service.
- Disseminate updates and operational changes to team members clearly and in a timely manner.
First line patient communication
- Support staff with any patient complaints on-site, positively educating patients on how and why practice systems work
Premises management
- On-site responsibility for dealing with staff raised issues about premises
- Risk assessments and annual premises related checks
Systems and Administration
- Proficient use of clinical and admin systems -SystmOne
- Monitor and maintain reception inboxes and task lists
- Assist with patient registrations, record updates, and information requests
- Support with handling complaints or patient concerns as a first-line responder.
Job description
Job responsibilities
Reception and administration staff management
- The success of our practice is down to our amazing workforce. Every single new member of staff recruited must share our visions and values, these must then be fostered and developed whilst in our employment. It will be the role of the Lead Receptionist to support staff with development plans progression objectives.
- Work in collaboration with senior staff to ensure workflow processes are safe and robust
- Prepare all administrative rotas to ensure all workflow covered throughout the week
Patient appointments and advice (navigation)
- Management of our Klinik online consultation system, ensuring patient queries are appropriately navigated with relevant appointments or advice provided
- Training staff on the above
- Be available to answer patient calls when required
- Be available to cover front desk when required
Temporary Branch Team Leader Cover
- Act as the operational lead at the branch site during the Branch Team Leaders maternity leave.
- Ensure smooth running of reception and administrative functions at the branch.
- Support the clinical team by coordinating with nursing and GP staff regarding room availability, urgent queries, and appointment scheduling.
- Overall responsibility for ensuring all clinical rotas are on the system 6 weeks in advance
- Overall responsibility for ensuring the practice absence software is kept up to date and matches the clinical system
- Report branch issues to the Practice Manager and escalate concerns appropriately
- Maintain effective communication between sites to ensure continuity of service.
- Disseminate updates and operational changes to team members clearly and in a timely manner.
First line patient communication
- Support staff with any patient complaints on-site, positively educating patients on how and why practice systems work
Premises management
- On-site responsibility for dealing with staff raised issues about premises
- Risk assessments and annual premises related checks
Systems and Administration
- Proficient use of clinical and admin systems -SystmOne
- Monitor and maintain reception inboxes and task lists
- Assist with patient registrations, record updates, and information requests
- Support with handling complaints or patient concerns as a first-line responder.
Person Specification
Experience
Essential
- Primary care experience
- Line management experience
- Involvement in patient or customer services
- Teamworking environments
Desirable
Qualifications
Essential
Skills and Abilities
Essential
- Passion for developing people
- Evidence of innovation in previous roles
- Strong communication skills with evidence of multi-layer communication in the past
- Multi-tasking
- Organisation skills
- Ability to exercise sound judgement when faced with conflicting pressures
Person Specification
Experience
Essential
- Primary care experience
- Line management experience
- Involvement in patient or customer services
- Teamworking environments
Desirable
Qualifications
Essential
Skills and Abilities
Essential
- Passion for developing people
- Evidence of innovation in previous roles
- Strong communication skills with evidence of multi-layer communication in the past
- Multi-tasking
- Organisation skills
- Ability to exercise sound judgement when faced with conflicting pressures
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.
