Job summary
Leatside Surgery
are looking for an enthusiastic, experienced person to join our friendly and
dynamic team as the reception team leader.
Along with the general
manager and operations manager, the team leader is responsible for the
day-to-day supervision and support of reception health navigation staff. To ensure
the effective running of the reception in accordance with agreed procedures, protocols,
and timescales.
Main duties of the job
The reception team leader
will be responsible for co-ordinating and maintaining the smooth, efficient
running of reception. They will be responsible for supporting, training, and supervising
the reception team on a day-to-day basis.
Interviews are scheduled to be held on Thursday 14th December at Leatside Surgery.
For informal enquiries, please contact Sally Smeaton, Reception team leader, s.smeaton@nhs.net
About us
Leatside is a
purpose-built surgery located in the flourishing market town of Totnes, with a
current patient list size of just over 15,000. We pride ourselves on being a
supportive and enjoyable place to work, with the practice culture at the heart
of what we do. In May 2019 we were once again awarded an outstanding rating by
the CQC.
We are fully
computerised, using AccuRx, Patient triage and SystmOne from April 2022 as our
clinical system.
We have 10 GP
partners, supported by a multidisciplinary team of clinicians, a reception
health navigation team, administrative team and 2 managers.
As a training
practice, with 2 GP trainers, we host two GP Registrars, an F2, medical
students, student nurses and paramedics. The surgery is also host to the
community nursing and community mental health teams.
Job description
Job responsibilities
Provide a leadership role for all reception staff and ensure staff stay
motivated.
Act as a first port of call for all staff including clinicians and deal
with any urgent queries thoroughly and efficiently.
Facilitate effective and responsive communication between teams.
Induction and training of all new reception staff to agreed standards
and act as mentor for new staff.
Co-ordinate the clinics on a daily basis ensuring appointments are
booked appropriately, oversee the clinical system and identify any flaws in
capacity and look for methods to rectify these issues.
Monitor workload pressures in reception and amend the rota accordingly for
the needs of the business.
Manage staffing to ensure adequate levels are adhered to in the event of
shortages for the reception team and ensure adequate cover is sought to fill
any gaps.
Deal with more complex enquiries from patients and complaints.
Continually assess and evaluate systems, recommending changes and
improvements to the management team as appropriate.
Deal with general telephone enquiries from patients and general public.
Liaise with other members of primary care and outside agencies as
required.
Deal with simple IT problems and for more complex issues contact the GP
IT department to solve the issue.
Conduct appraisals, staff reviews and training when required.
The above list of duties is not exhaustive and may be subject to change
as deemed necessary.
Job description
Job responsibilities
Provide a leadership role for all reception staff and ensure staff stay
motivated.
Act as a first port of call for all staff including clinicians and deal
with any urgent queries thoroughly and efficiently.
Facilitate effective and responsive communication between teams.
Induction and training of all new reception staff to agreed standards
and act as mentor for new staff.
Co-ordinate the clinics on a daily basis ensuring appointments are
booked appropriately, oversee the clinical system and identify any flaws in
capacity and look for methods to rectify these issues.
Monitor workload pressures in reception and amend the rota accordingly for
the needs of the business.
Manage staffing to ensure adequate levels are adhered to in the event of
shortages for the reception team and ensure adequate cover is sought to fill
any gaps.
Deal with more complex enquiries from patients and complaints.
Continually assess and evaluate systems, recommending changes and
improvements to the management team as appropriate.
Deal with general telephone enquiries from patients and general public.
Liaise with other members of primary care and outside agencies as
required.
Deal with simple IT problems and for more complex issues contact the GP
IT department to solve the issue.
Conduct appraisals, staff reviews and training when required.
The above list of duties is not exhaustive and may be subject to change
as deemed necessary.
Person Specification
Qualifications
Essential
- GCSE Grade A to C in English and Maths (or equivalent)
- Experience of working with the general public
- Excellent communication skills (written and oral)
- IT skills
- Clear, polite telephone manner
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously.
- Good interpersonal skills
- Problem solving and analytical skills.
- Ability to follow policy and procedure.
- Flexible and cooperative.
- Motivated.
- Forward thinker.
- High levels of integrity and loyalty.
- Sensitive and empathetic in distressing situations.
- Ability to work under pressure.
Desirable
- Experience working in a GP practice or primary care setting.
Person Specification
Qualifications
Essential
- GCSE Grade A to C in English and Maths (or equivalent)
- Experience of working with the general public
- Excellent communication skills (written and oral)
- IT skills
- Clear, polite telephone manner
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously.
- Good interpersonal skills
- Problem solving and analytical skills.
- Ability to follow policy and procedure.
- Flexible and cooperative.
- Motivated.
- Forward thinker.
- High levels of integrity and loyalty.
- Sensitive and empathetic in distressing situations.
- Ability to work under pressure.
Desirable
- Experience working in a GP practice or primary care setting.
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.
