Job summary
We are looking to recruit an individual for a dual role as a Receptionist and a Team Leader. As a team leader you will be responsible for the day-to-day management of the hub ensuring fair distribution of workflow and efficient, speedy responses to our patients. You will be responsible for the GP rota scheduling, hub staff rota, organisation of holiday and sick leave cover, provision of training, and support to Patient Service Manager/Assistant Patient Service Manager.
The postholder will also be a key member of the reception team and will be responsible for providing an efficient reception function.
Main duties of the job
To oversee the day-to-day function of a central hub phone system for managing calls from the 3 participating practices, problem solving and ensuring its smooth running. Use the telephone software to profile call volumes and staffing levels, working with staff to reduce variation in how they deal with calls and how the team functions overall on calls. To train and supervise staff ensuring they are working to agreed protocols around the booking of appointments, managing prescription requests etc and customer service standards. Help develop the reception team with care navigation, encouraging implementation within each call. Manage the reception staffing rota ensuring cover at the front desks in each of the 3 sites and within the hub, and organising cover for annual leave and sickness etc. Manage the application of the GP/ANP rota across all sites ensuring common scheduling formats that are automated as far as they can be and have a clear and common set of rules for staff to follow. To work closely with PSMs and those staff in patient liaison roles, to ensure the hub reception systems and processes are patient friendly, efficient and constantly seek to improve both the patient and staff experience. To be responsible for the defusing and resolution of complaints in a timely and considerate manner and support to PSM with management of formal complaints ensuring implementation of NHS complaints process at all times
About us
We are Affinity Care Primary Care Network covering a population of over 64,000 patients over 7 GP practices and 8 sites, all in the Bradford area. Our ethos is to provide patient focused care based on the model of GP-led family orientated general practice tailored to local population needs. Our practices are highly accredited training practices, level 3 research ready sites within an embedded ethos of our learning organisation.
We are a friendly enthusiastic and hard working team with opportunities for career progression and will provide support and development for anyone demonstrating capability, enthusiasm, commitment and strong work ethic.
Benefits include:
- 5 weeks annual leave (pro rata for part time hours)
- Birthday Holiday
- Well-being day
- NHS pension
Job description
Job responsibilities
To ensure the front of house service of meeting and greeting is welcoming and portrays the image of high quality, professional and patient focused care. To converse with patients and visitors by speaking clearly and precisely and with confidence both over the phone and face to face at the desk. To ensure a high focus on customer satisfaction by dealing with queries in a speedy and accurate manner applying sympathy and apathy as relevant. To work to the protocols with regard booking appointments, repeat prescriptions, ordering of patient transport including emergency ambulances and all other duties as explained to you by the Patient Services Manager. Todeal with general queries and effectively liaise with clinicians and other staff as required. To support clinicians during their clinics by effectively dealing with their queries and tasks as requested. This may be the need for some stock in their rooms or to chase an appointment with the hospital or other ad hoc request. To support provide chaperoning service at request of clinician and/or patient. To ensure patient confidentiality, including the use of the computer system and visibility of the screen as well as the transfer of written and verbal communication. To effectively liaise with colleagues both in the reception team and the backroom administration team. To undertake administrative duties as outlined by your line manager in line with the wider function the reception team provides to the practice. Such duties could range from ensuring consulting rooms are appropriately stocked, registering new and temporary patients, dealing with repeat prescription requests, ringing patients to confirm if they will be attending a clinic appointment, to filing and other general office duties. Contribute to the overall performance of the Practice by providing administrative support in respect of performance targets including Quality & Outcomes Framework (QOF).
Job description
Job responsibilities
To ensure the front of house service of meeting and greeting is welcoming and portrays the image of high quality, professional and patient focused care. To converse with patients and visitors by speaking clearly and precisely and with confidence both over the phone and face to face at the desk. To ensure a high focus on customer satisfaction by dealing with queries in a speedy and accurate manner applying sympathy and apathy as relevant. To work to the protocols with regard booking appointments, repeat prescriptions, ordering of patient transport including emergency ambulances and all other duties as explained to you by the Patient Services Manager. Todeal with general queries and effectively liaise with clinicians and other staff as required. To support clinicians during their clinics by effectively dealing with their queries and tasks as requested. This may be the need for some stock in their rooms or to chase an appointment with the hospital or other ad hoc request. To support provide chaperoning service at request of clinician and/or patient. To ensure patient confidentiality, including the use of the computer system and visibility of the screen as well as the transfer of written and verbal communication. To effectively liaise with colleagues both in the reception team and the backroom administration team. To undertake administrative duties as outlined by your line manager in line with the wider function the reception team provides to the practice. Such duties could range from ensuring consulting rooms are appropriately stocked, registering new and temporary patients, dealing with repeat prescription requests, ringing patients to confirm if they will be attending a clinic appointment, to filing and other general office duties. Contribute to the overall performance of the Practice by providing administrative support in respect of performance targets including Quality & Outcomes Framework (QOF).
Person Specification
Qualifications
Essential
- GCSE English Language Grade C or above
Experience
Essential
- Experience of working in a patient focused environment
- Reception experience in general practice of the NHS
- Experience with clinical systems.
- An understanding, acceptance and adherence to the need for the strict confidentiality.
Desirable
- Working knowledge of Microsoft office applications
- NVQ 2/3 customer service
- Experience as a manager or team leader
Person Specification
Qualifications
Essential
- GCSE English Language Grade C or above
Experience
Essential
- Experience of working in a patient focused environment
- Reception experience in general practice of the NHS
- Experience with clinical systems.
- An understanding, acceptance and adherence to the need for the strict confidentiality.
Desirable
- Working knowledge of Microsoft office applications
- NVQ 2/3 customer service
- Experience as a manager or team leader
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.
