Reception Team Leader

Job description

Job responsibilities

• Oversee the administration and support operations of Reception, ensuring staff achieve their primary responsibilities, including all Reception duties and cover.
• Line manage all Reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
• Contribute to the Completion of staff appraisals and supervisions as required
• Identify and deliver team training where required ensuring an accurate training matrix
• Coordinate the provision of cover reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences
• Undertake all mandatory training and induction programmes
• Agree and set performance/training objectives, once set, progress will be reviewed on a regular basis so that new objectives can be agreed
• Provide constructive feedback, coaching, and continuous support to team members.
• Support the induction and training of new receptionists
• Ensure all staff remain compliant with mandatory eLearning and training requirements.
• Act as a hands-on trouble shooter where required

• Support and maintain Reception Rotas
• Support in the coordination of Docman, Results Workflow, online consultations and other reception administrative jobs to ensure work is completed in a timely manner and according to protocol
• Monitor the practice appointment system, ensuring accuracy and efficiency
• Review and update all administrative and reception policies and procedures as required
• Support the management team in the compilation of practice reports and the practice development plan
• Alongside the Management team, develop, implement and embed efficient office processes and procedures to adhere to extant legislation
• Oversee all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
• Support in the delivery of enhanced services and other service requirements
• Maintain a clean, tidy, effective working area at all times
• Assist the Management Team in achieving reception and wider practice performance targets.
• Contribute to and embrace the spectrum of clinical governance

• Provide initial guidance and advice to patients who wish to verbally complain, and ensure that the reception team is fully conversant with the complaints procedure
• Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on Safeguarding Adults and Safeguarding Children

• Coordinate communication and daily operations between the reception team, patients, management team, and partners.

• Assist with sharing information and updates for patients

• Patient areas such as reception, waiting room, consulting rooms & corridors.

• Be an integral part of the general practice team

Wider Responsibilities:

In addition to the primary responsibilities, the Reception Team Leader has the following wider responsibilities:

• Deputise for the Reception Manager in their absence
• Coordinate and produce meeting agendas and record the minutes of meetings
• Monitor and promote the use of the Friends and Family Test
• Champion continuous improvement, encouraging staff to participate and make suggestions
• Participate in any audits as directed
• Attend and actively participate in practice management meeting
• Support and participate in shared learning

Person Specification

Qualifications

Essential

• Experience of leadership/team leader working in a GP Practice
• Excellent customer service skills
• Ability to work as part of a team
• Ability to maintain confidentiality whilst handling sensitive information
• IT skills including use of Microsoft Office
• Qualifications
• Essential
• GCSE grades A-C in English and Mathematics

Desirable

• Knowledge of EMIS web
• Previous experience of working in a similar administrative NHS 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.

Employer details

Employer name

Stockbridge Village Medical Centre

Address

Leachcroft

Waterpark Drive

Liverpool

L28 3QA

Employer's website

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