Practice Reception Team Leader

Job description

Job responsibilities

The following are the core responsibilities of the Reception Team Leader. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.

The Reception Team Leader is responsible for supervising and supporting the Reception Team, ensuring they achieve their primary responsibilities:

To support the Practice Manager in the day-to-day running of the Practice

To ensure the Practice is set up ready for service each day

The ability to provide cover and support colleagues at each practice.

To ensure the reception team supports the day-to-day running of the Practice

To work with delegated responsibility within the practice to maintain the area in keeping with the aspirations of IG Medical and ensure an efficient and quality service is provided to patients and other service users at all times:

The post holder will have a good understanding of reception protocols, policies, and procedures:

To act as the first point of contact for patient complaints and feedback, resolving complaints informally where possible and escalating where necessary.

To assist the Practice Manager to manage the delivery of Practice Clinical Services, including the effective management of appointments and clinical rotas.

To oversee rota input and planning with Practice Manager

To support process requests for information i.e. SAR, insurance / solicitors letters and DVLA forms

To support data entry of new and temporary registrations and relevant patient information

To provide patient services including greeting patients and visitors

To respond to emails and telephone calls in a timely manner

To assist the Practice Manager with NHS choices feedback and Friends and Family administration

To chair internal meetings and ensure accurate recording

To manage incident reporting where appropriate

To ensure the building is opened on time and closed securely at the beginning and end of each working day

To ensure that information in practice is up to date and available in formats suitable for all patients, including information regarding services and how to make a complaint.

People:

To assist the Practice Manager with appraisals and undertake regular 1:1 review with staff.

To ensure that all CQC policies are implemented and fully complied to within practice and that staff are fully trained and knowledgeable in relation to their requirements.

To be responsible for smartcard administration and local IT

To participate and provided induction training to the practice team when required

To ensure information/communications are shared with the Practice team in a timely manner

To manage annual leave requests and record sickness absence for reception staff.

Support reception staff development, providing guidance and direction, ensuring staff are up to date with mandatory training

To undertake any other duties commensurate with the scope of the role and within your skill set as requested.

Person Specification

Qualifications

Essential

• Educated to GCSE level or equivalent

Desirable

• GCSE Mathematics & English (C or above)
• AMSPAR Qualification
• NVQ Level 2 in Health and Social Care

Experience

Essential

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a health care setting

Desirable

• Experience of leading a team

Skills

Essential

• Excellent communication skills (written and oral)
• Strong IT skills
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (Planning & Organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving & analytical skills
• Ability to follow policy and procedure

Desirable

• Systmone user skills

Personal Criteria

Essential

• Polite and confident
• Flexible and cooperative
• Motivated
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• Flexibility to work outside of core office hours
• Disclosure Barring Service (DBS) check
• Full clean driving licence with access to a car for work purposes

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

IG Medical

Address

Grassington Medical Practice

Station Road

Grassington

North Yorkshire

BS23 5LS

Employer's website

https://www.igmedical.co.uk/ (Opens in a new tab)