Reception Team Lead

Job description

Job responsibilities

Job summary

The post-holder is a Receptionist Team Lead

To 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.

To support the management team in promoting ED&I, SHEF, quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development and carry out other duties as directed by the management team.

To be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team.

To act as the lead for the central point of contact for patients and be responsible for co-ordinating the distribution of information, messages and enquiries for the clinical team, liaise with multi-disciplinary team members and external agencies such as secondary care and community service providers.

In addition, the post-holder will support the multi-disciplinary team, providing administrative support as required, in line with the needs of the organisation. Duties can include, but are not limited to, advanced patient navigation, patient recall, staff training, booking appointments, processing of information (electronic and hard copy) in a timely manner and in accordance with current policies.

The post-holder will be an integral part of the general practice team.

Primary key responsibilities

The following are the core responsibilities of the Lead Receptionist in delivering health services. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:

a. Build and maintain a collaborative relationship up and down the chain from reception to management.

b. Monitor the practice appointment system and ensure capacity is maximised

c. Process personal, telephone and e-requests for appointments

d. Support clinical staff with total triage administration

e. Answer incoming phone calls, transferring calls or dealing with the callers request appropriately

f. Signpost patients to the correct service with advanced navigation skills

g. Initiate contact with and respond to, requests from patients, team members and external agencies

h. Ensure that documentation is correctly filed and photocopied as required

i. Oversee relevant patient information as required

j. Input data into patients healthcare records as necessary

k. Direct requests for information, i.e., DSAR, insurance/solicitors letters and DVLA forms to the administrative team

l. Manage all queries as necessary in an efficient manner

m. Conduct system searches as requested

n. Support all clinical staff with general administrative tasks as requested

o. Undertake a broad spectrum of administrative duties commensurate with the role

p. Be an integral part of the general practice team

q. Act as a chaperone as required

r. Complete effective and efficient patient recall

s. Production of receptionist rota

t. Deputise and support during periods of absence

u. Identify and provide team training

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

w. Complete 121 meetings with reception team and support the appraisal process.

x. Support the wellbeing lead and display promotional material on the allocated noticed boards and in the waiting room

y. Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on safeguarding adults and safeguarding children

z. Support in the delivery of enhanced services and other service requirements

aa. Undertake all mandatory training and induction programmes

bb. Contribute to and embrace the spectrum of clinical governance

cc. Maintain a clean, tidy, effective working area at all times

dd. Attend a formal appraisal with their manager at least every 12 months. Once a performance/training objective has been set, progress will be reviewed on a regular basis so that new objectives can be agreed

Wider responsibilities

In addition to the primary responsibilities, the Lead Receptionist has the following wider responsibilities:

a. Support administrative staff, providing cover during staff absences

b. Ensure that the reception team actions all incoming emails and correspondence as necessary

c. Scan patient related documentation and attach scanned documents to patients healthcare records

d. Participate in local initiatives to enhance service delivery and patient care

e. To support and develop good links with other teams such as administration and the pharmacy team.

f. Support and participate in shared learning

Person Specification

Experience

Essential

• Experience of working with the general public. Experience of working in a healthcare setting.

Desirable

• Experience of leading a team. Experience of administrative duties.

Knowledge and 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
• Sensitive and empathetic in distressing situations. Good organisational skills. Clinical IT system user skills and the ability to record accurate notes. Effectively utilise resources. Punctual and committed to supporting the team effort. High levels of integrity and loyalty. Clear, polite telephone manner. Flexible and cooperative. Motivated. Understanding of safeguarding adults and children. Demonstrate personal accountability, emotional resilience and work well under pressure. Knowledge of and ability to work to key policies and procedures.

Desirable

• Chaperone procedure

Qualifications

Essential

• A good standard of education with an expectation of having both GCSE Maths and English at Grade C (Level 4) or above, or Functional Skills Level 2 in Maths and English

Desirable

• NVQ Level 3 in Health and Social Care

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

Holmside Medical Group

Address

142 Armstrong Road

Benwell

Newcastle upon Tyne

NE4 8QB

Employer's website

https://www.holmsidemedicalgroup.nhs.uk/ (Opens in a new tab)