Job summary
Do you have excellent customer service skills?
Do you thrive in a busy, fast paced environment?
Are you an organized person with great attention to detail?
If you answered yes to any of these questions, we would like to hear from you!
Main duties of the job
To enable the effective and efficient day-to-day operation of the Practice and patient-facing services whilst ensuring the systems, support, and facilities to deliver these services are available.
Duties include:
- Induction and training to agreed standards of all reception staff.
- Leading the reception team to deliver a high level of customer service.
- Monitor digital platform submissions.
- Reporting and monitoring of staff sickness levels.
- Planning, creation, and maintenance of rotas for Reception staff.
- Regularly review, update and issue Reception protocols and policies as required.
- Hold regular quality reviews of staff performance.
- Organise additional clinics as required e.g., flu clinics and co-ordinate staffing.
- Work with Patient Services Manager to review and update Practice information, posters, and website.
- Ensuring appointments are booked appropriately and discussing with team members any issues or training needs.
- Maintain a clear understanding of telephone systems, answering messages and Out of Hours Services.
About us
LAKESIDE HEALTHCARE is changing the face of primary care provision in England. We are bold, adventurous and ambitious and determined to thrive in uncertain times. We are the largest true partnership in the NHS and operate from various sites across the East Midlands. We serve the healthcare needs of over 170,000 patients across Northamptonshire, Lincolnshire & Cambridgeshire. Joining our team presents an opportunity to be part of a large organisation that is changing the way primary care is delivered today.
Our values
Caring & Respect:Simply put we genuinely care about people: working together for our patients and our teams, our patients come first in everything we do. We strive to ensure we connect and respond to all needs with compassion, care and respect to improve the lives and wellbeing of the communities we serve.
Teamwork & Quality: In all areas of our business we network, collaborate and learn from our Patients, Stakeholders and each another to ensure we are always striving to improve, making the right and best decisions to provide the best service.
About the Practice/Department/Team
Lakeside Stamford is a friendly surgery run by doctors, nurses and associated staff who know their patients and care deeply about the quality of health provided to our community. We build upon this by investing in people, facilities, and equipment to provide services that are more accessible, more convenient and more diverse within the local community.
Job description
Job responsibilities
Job Summary
To enable the effective and efficient day-to-day operation of the Practice and patient-facing services whilst ensuring the systems, support and facilities to deliver these services are available.
Personnel & Training:
- Responsible for induction and training to agreed standards of all reception staff.
- Responsible for return to work sickness reviews and reporting and monitoring of staff.
- Sickness levels in conjunction with Bradford Factor Scores.
- First line of contact for any queries relating to Patient services protocols and procedures.
- Ensuring appointments are booked appropriately and discussing with team members any issues or training needs.
- Work with Hub Manager and other department leads to manage & support recruitment and selection of staff, as appropriate.
- Responsible for planning, creation and maintenance of rotas for Reception staff.
- Ensure reception staff have completed any mandatory training in a timely manner.
Continuous Improvement:
- To continually assess and evaluate systems and processes recommending changes and improvements to Hub Manager as appropriate.
Information Technology:
- Ensure compliance with Data Protection & Information Governance legislation.
Information:
- Organise and lead meetings as required.
- Act as a central point of information for Reception. Disseminate information to relevant.
- Staff or recognised communication areas within Practice as appropriate.
- Regularly review, update and issue Reception protocols and policies as required.
- Co-ordinate the display of relevant information within the patient waiting areas both electronic and paper copies.
Premises & Equipment:
Maintain a clear understanding of telephone systems, answering messages and Out of Hours Services.
- Understand security systems fire alarms, intruder alarms & CCTV.
Patients:
- Responsible for dealing with more complex enquiries from patients.
- Organise additional clinics as required e.g. flu clinics and co-ordinate staffing.
- Work with Patient Services Manager to review and update Practice information, posters and website.
Communication:
Deal with general telephone enquiries from patients and public as appropriate.The post-holder should recognise the importance of effective communication within the Practice and will strive to:
- Communicate effectively with all Practice staff and visiting clinicians;Communicate effectively with patients and carers;
- Recognise peoples needs for alternative methods of communication and respond accordingly;
- Take responsibility for communication outside of the Practice, such as updating the Practice website.
Other:
Duties may be varied from time to time under the direction of the Management Team dependent on current and evolving practice workload and staffing levels.
Job description
Job responsibilities
Job Summary
To enable the effective and efficient day-to-day operation of the Practice and patient-facing services whilst ensuring the systems, support and facilities to deliver these services are available.
Personnel & Training:
- Responsible for induction and training to agreed standards of all reception staff.
- Responsible for return to work sickness reviews and reporting and monitoring of staff.
- Sickness levels in conjunction with Bradford Factor Scores.
- First line of contact for any queries relating to Patient services protocols and procedures.
- Ensuring appointments are booked appropriately and discussing with team members any issues or training needs.
- Work with Hub Manager and other department leads to manage & support recruitment and selection of staff, as appropriate.
- Responsible for planning, creation and maintenance of rotas for Reception staff.
- Ensure reception staff have completed any mandatory training in a timely manner.
Continuous Improvement:
- To continually assess and evaluate systems and processes recommending changes and improvements to Hub Manager as appropriate.
Information Technology:
- Ensure compliance with Data Protection & Information Governance legislation.
Information:
- Organise and lead meetings as required.
- Act as a central point of information for Reception. Disseminate information to relevant.
- Staff or recognised communication areas within Practice as appropriate.
- Regularly review, update and issue Reception protocols and policies as required.
- Co-ordinate the display of relevant information within the patient waiting areas both electronic and paper copies.
Premises & Equipment:
Maintain a clear understanding of telephone systems, answering messages and Out of Hours Services.
- Understand security systems fire alarms, intruder alarms & CCTV.
Patients:
- Responsible for dealing with more complex enquiries from patients.
- Organise additional clinics as required e.g. flu clinics and co-ordinate staffing.
- Work with Patient Services Manager to review and update Practice information, posters and website.
Communication:
Deal with general telephone enquiries from patients and public as appropriate.The post-holder should recognise the importance of effective communication within the Practice and will strive to:
- Communicate effectively with all Practice staff and visiting clinicians;Communicate effectively with patients and carers;
- Recognise peoples needs for alternative methods of communication and respond accordingly;
- Take responsibility for communication outside of the Practice, such as updating the Practice website.
Other:
Duties may be varied from time to time under the direction of the Management Team dependent on current and evolving practice workload and staffing levels.
Person Specification
Qualifications
Essential
- Good standard of education.
Desirable
- Customer Service qualification.
Experience
Essential
- Customer Service Skills.
- Experience of working in a busy & multi-functional team.
- Minimum of 1 years experience working in Primary Care.
- Demonstrable experience of people management.
Desirable
- Using SystmOne (Clinical database).
- A minimum of three years' experience in a customer facing environment.
- Experience of handling confidential information and data.
Person Specification
Qualifications
Essential
- Good standard of education.
Desirable
- Customer Service qualification.
Experience
Essential
- Customer Service Skills.
- Experience of working in a busy & multi-functional team.
- Minimum of 1 years experience working in Primary Care.
- Demonstrable experience of people management.
Desirable
- Using SystmOne (Clinical database).
- A minimum of three years' experience in a customer facing environment.
- Experience of handling confidential information and data.
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.
