Reception Team Lead

Job description

Job responsibilities

The following are the core responsibilities of the reception team lead. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.

The Reception Team Lead is responsible for:

Overseeing the reception services of the practice, ensuring staff achieve their primary responsibilities

Induction and training of all new staff to agreed standards.

Line managing all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training

To ensure staff have the relevant knowledge and skills.

Through regular assessments, identify any data quality or training issues. In conjunction with training and information support colleagues, ensure these are corrected and remedial action is put in place to improve the quality of data and/or level of service.

Completing staff appraisals as required as well as regular 1:1's

Compiling reception staff rotas, ensure adequate staffing levels, approving annual and other leave and organise holiday rotas in line with agreed policy.

Reviewing and updating all reception procedures as required. Develop, implement and embed efficient reception processes.

Act as a focal point for communication, advising reception and administrative staff on methods of communication and best practice

Coordinate the provision of temporary reception staff ensuring sufficient cover is provided for periods of leave and other staff absences

Maintain an effective appointment system for all services

Manage the various appointments, visits, etc in line with agreed policies.

Oversee the booking of baby clinics and 8 week checks, ensuring unused slots are reverted back to be booked in as normal.

Ensuring staff have sent links via accurx for patients needing to send photos of skin rashes etc, ahead of appointments.

Ensuring patients have been booked into the correct service and that care navigation is used for every patient.

Deal with more complex enquiries from patients and deputise where necessary as practice complaints officer

Provide initial guidance and advice to patients who wish to complain

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.

Ensure that the reception team adhere to the daily schedules of opening up, change-overs and closing

Record requests for repeat prescriptions in SystmOne.

Register new patients including compilation of patient files.

Manage completion of GP2GP tasks within an agreed timescale

Resolve any Electronic Prescribing (EPS) issues which may arise, liaising with patients and pharmacy staff and using the EPS Tracker system

Retrieval of patient notes as and when required.

Make appointments for patient to see doctor, nurse and other clinical staff associated with the practice.

Record messages for doctor, nurse and administrative staff.

Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary

Act as building fire marshall, ensuring evacuation lists are current and that the visitors log is used appropriately

Complete Fire safety and Health and Safety checks as required by policy

The above list of duties is not exhaustive and may be subject to change as deemed necessary.

Person Specification

Qualifications

Essential

• GCSE English (C or above) and at least three others

Desirable

• Educated to A-level / equivalent or higher, with relevant experience desirableNVQ Level 2 in Health and Social Care
• Leadership and / or Management Qualification

Skills and Qualities

Essential

• Skills:
• Excellent communication skills (written and oral)
• Strong IT skills (generic)
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• EMIS / Systmone / Vision user skills
• Effective time management (Planning & Organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving & analytical skills
• Ability to follow policy and procedure
• Qualities:
• Polite and confident
• Flexible and cooperative
• Motivated
• Initiative and judgement (knowing when to ask for help)
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• Maintains confidentiality at all times
• Other requirements:
• Disclosure Barring Service (DBS) check
• Flexibility to work outside of core office hours

Experience

Essential

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a health care setting
• Experience of leading / managing a team

Desirable

• Experience of providing appraisal writing and staff development

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

Dunelm Medical Practice

Address

Kelvin House, 1-2 Victor Terrace

Bearpark

Durham

DH7 7DG

Employer's website

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