Reception Lead

Job description

Job responsibilities

Key Responsibilities

To support, train and guide other receptionists and new staff during their working day. To ensure that all the reception team members are functioning at a consistently high levels and to proactively promote the team to use their own initiative to problem solve.

To oversee that all reception duties are carried out efficiently and all enquiries are handled courteously and in a timely manner by all reception colleagues, acting as a resource as appropriate.

To suggest ideas or changes that will continually enhance the performance of the reception team.

To ensure that the reception area is sufficiently staffed at all times.

To highlight to the Practice Manager where there are gaps in staffing of the reception team as quickly as possible to ensure adequate staffing at all times.

To oversee that all work is completed in a timely manner including patient tasks,emails . To alert the Practice Manager to any shortfalls or potential problems.

To define, delegate and monitor all reception teamwork in response to changing practice needs.

To undertake other ad-hoc work as and when required under the guidance of the Practice Manager.

General Expectations

To provide cover for members of the reception team during sickness, holidays and training.

To monitor on a daily basis the amount of tasks outstanding on Emis, Docman, scanning of clinical letters and registrations and the Leander Family Practice emails, and alerting the Practice Manager if there is a significant increase and extra resource is required to bring the tasks to an acceptable level.

To understand and action referrals for Leander Family Practice.

To be involved in actioning QOF/PCN lists for improving Patient Health and QOF targets (also including other target lists)

To ensure Reception area is organised and well equipped.

Monitoring and recording of Reception Staff absence using GP TeamNet.

Ensure that all Reception Staff complete Mandatory Training ensuring protected time is provided if required.

To organise monthly Reception Meetings producing the Agenda. Also responsible for taking the minutes from these meetings and recording on GP TeamNet and ensuring minutes are read by all staff..

To attend other meetings as required including In-house PLT & Practice Clinical Meetings.

Ensure that any relevant significant events that relate to the reception team and patient service are recorded using GP TeamNet.

Support the Practice Manager in the appraisal process for relevant practice staff.

Produce working rotas for Reception/Admin staff at the surgery.

Ensure that Reception Staff update patient records with up to date information, promoting using the NHS app.

Ensure that Reception/Administration team are appropriately managing paper copies of patient notes (e.g. filing/returning as appropriate).

Assist in promoting and maintain their own and others health, safety and security as defined in the Practice Health & Safety Policy.

Person Specification

Experience

Essential

• Experience of working within a General Practice Reception environment
• Knowing Emis and docman system

Qualifications

Essential

• Experience of working within a General Practice Reception environment
• Knowing Emis and docman system
• Practical experience of working with others
• Experience of using own initiative/multi-tasking
• Experience of excellent customer service & liaison
• Excellent communication skills (Written and Oral)
• Time Management and the ability to work to deadlines
• Interpersonal skills
• Performing under pressure/ ability to remain calm, controlled and professional
• Adaptability
• Ability to make yourself compatible within the Team, and work effectively as a team member.
• Self-motivated/resourceful/ability to take initiative
• Flexibility/available to work flexible hours demanded by the job
• Confidentiality, integrity and honesty

Desirable

• Negotiation and conflict management
• Problem solving skills
• Planning and organising

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

Leander Family Practice

Address

949 London Road

Thornton Heath

Surrey

CR7 6JE

Employer's website

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