Job summary
We are creating a great opportunity for the right person to develop and shape a new and challenging role within our busy but friendly reception area. If you consider yourself a well-organised, efficient, personable team member then this exciting opportunity could be for you. With several years of customer service experience you will bring a fresh new perspective to our well-run team and be that first point-of-call for complex and often sensitive issues from our lovely patients.
Main duties of the job
Briefly, you will be supporting the established team, being freely available for concerns and / or complaints, for knowledge and for general support in all reception areas. You will manage and monitor incoming calls, tasks, prescriptions and patient / GP requests for information. Rota's, room availability, holidays and stocks.
About us
We have a well established team, with a great ethos for approachability, flexibility and humour. Times can be challenging and a friendly ear and support goes a long way in providing a happy productive environment. We have lots of diverse staff including an admin team, G P registrars, medical students from Leeds and London, Pre-reg pharmacists, Nursing associate and practices nurses together with PCN allied staff such as First Contact practitioners in Physio, Paramedics, Pharmacists, Social prescribing link workers, Health & well-being coaches, a Dietician and Mental health nurses available within our buildings.
Job description
Job responsibilities
- Provide a leadership role for all reception & admin 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.
- Induction and training of all new 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.
- Answer phone calls and direct them to the appropriate personnel
- Monitor admin areas and ensure scanning, registrations, filing and all areas of the reception are kept to an adequate standard.
- Manage any shortages of clinician staff and act appropriately to ensure cover is sought to fill any gaps that may compromise capacity.
- Manage staffing to ensure adequate levels are adhered to in the event of shortages for the admin team.
- Monitor incoming calls logs (on software), answered / dropped / engaged.
- As late duty manager complete an accurate daily check ensuring any capacity issues are highlighted and solutions offered.
- Provide exceptional customer service and handle customer inquiries or complaints
- Continually assess and evaluate systems recommending changes and improvements to the practice manager as appropriate.
- Record messages for doctor, nurse and administrative staff.
- Manage room allocation. Liaise with other members of primary care and outside agencies as required.
- Manage the post systems both internal and external.
- Deal with simple IT problems and for more complex issues contact the GP IT department to solve the issue.
- Maintain office supplies inventory and place orders when necessary
- Handle administrative tasks such as data entry, filing, and record keeping
- Utilize computerized systems to manage office tasks efficiently
- Maintain a clean and organized office environment
This list is not exhaustive and may include additional work tasks
Job description
Job responsibilities
- Provide a leadership role for all reception & admin 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.
- Induction and training of all new 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.
- Answer phone calls and direct them to the appropriate personnel
- Monitor admin areas and ensure scanning, registrations, filing and all areas of the reception are kept to an adequate standard.
- Manage any shortages of clinician staff and act appropriately to ensure cover is sought to fill any gaps that may compromise capacity.
- Manage staffing to ensure adequate levels are adhered to in the event of shortages for the admin team.
- Monitor incoming calls logs (on software), answered / dropped / engaged.
- As late duty manager complete an accurate daily check ensuring any capacity issues are highlighted and solutions offered.
- Provide exceptional customer service and handle customer inquiries or complaints
- Continually assess and evaluate systems recommending changes and improvements to the practice manager as appropriate.
- Record messages for doctor, nurse and administrative staff.
- Manage room allocation. Liaise with other members of primary care and outside agencies as required.
- Manage the post systems both internal and external.
- Deal with simple IT problems and for more complex issues contact the GP IT department to solve the issue.
- Maintain office supplies inventory and place orders when necessary
- Handle administrative tasks such as data entry, filing, and record keeping
- Utilize computerized systems to manage office tasks efficiently
- Maintain a clean and organized office environment
This list is not exhaustive and may include additional work tasks
Person Specification
Experience
Essential
- Excellent telephone manner.
- Competent keyboard skills.
- Pleasant Manner- ability to relate to a broad range of people and colleagues.
- Experience of dealing with the general public either by phone or face to face.
- Able to remain calm under pressure able to deal tactfully with challenging patients or situations.
- Flexibility.
- Team skills good rapport with both internal and external colleagues
- Ability to work on under pressure and organise own and others
- workload and distribute accordingly.
- Ability to communicate with professionals on all levels.
- Able to cover for colleagues where required.
- Able to assess priorities
Desirable
- Previous experience of similar reception work.
- Live within a 10 mile radius or be able to travel easily.
- Full Driving licence.
Qualifications
Essential
- GCSE grade A to C in English and Maths
Desirable
Person Specification
Experience
Essential
- Excellent telephone manner.
- Competent keyboard skills.
- Pleasant Manner- ability to relate to a broad range of people and colleagues.
- Experience of dealing with the general public either by phone or face to face.
- Able to remain calm under pressure able to deal tactfully with challenging patients or situations.
- Flexibility.
- Team skills good rapport with both internal and external colleagues
- Ability to work on under pressure and organise own and others
- workload and distribute accordingly.
- Ability to communicate with professionals on all levels.
- Able to cover for colleagues where required.
- Able to assess priorities
Desirable
- Previous experience of similar reception work.
- Live within a 10 mile radius or be able to travel easily.
- Full Driving licence.
Qualifications
Essential
- GCSE grade A to C in English and Maths
Desirable
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.
