Reception Team Leader

Job description

Job responsibilities

Line Management: Directly manage the reception team, including overseeing daily operations, monitoring workloads, and providing ongoing support.

Performance Management: Conduct regular one-to-one meetings and performance reviews, setting clear objectives and providing constructive feedback. Address performance issues effectively and professionally, implementing development plans where necessary.

Supervision and Coordination: Supervise and coordinate the reception team to ensure the delivery of excellent patient care and efficient administrative processes.

Manage DNA (Did Not Attend) appointments to optimize scheduling.

Monitor appointment bookings for ANP/GP and Pharmacy First, ensuring they are appropriately allocated.

Assign AccuRx requests to the appropriate team members.

Assist with planning weekly work rotas and managing annual leave.

Oversee and maintain daily checklists for reception duties.

Handle front-line complaints and escalate when necessary.

Register new patients and update the clinical system.

Process repeat prescription requests accurately.

Coordinate coverage for reception staff during absences and provide support when needed.

Person Specification

Experience

Essential

• Experience of working in a GP practice
• Customer service experience
• Experience of working in a team
• Experience of working with telephone-based systems

Skills and Knowledge

Essential

• Excellent communication skills, both written and verbal
• Good IT skills to include Microsoft Office products (Outlook, Word and Excel)
• Analytical and problem-solving skills
• Sensitivity, tact and diplomacy
• Excellent interpersonal skills
• Ability to prioritise tasks
• Experience of the EMIS Web clinical system

Qualifications

Essential

• GCSE grade A to C in English and Maths

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

Dove Medical Practice

Address

60 Dovedale Road

Erdington

Birmingham

West Midlands

B23 5DD

Employer's website

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