Job summary
We are looking to recruit a Reception Shift Leader to join our busy North London Practice. The ideal candidate will have initiative, enthusiasm, excellent communication skills and empathy with patients and colleagues. You will be well organised, reliable and have a flexible approach to team work.
The successful applicant will act as the first point
of call for questions and issues within reception and admin teams. As the named
lead for a shift the post holder will provide leadership, supervision and
guidance for the team in order to help the practice deliver a caring and
efficient service for our patients.
Main duties of the job
Main duties include:
Providing supervision and guidance to the reception and administration team, leading the team through positive role modelling and example
Acting as the communications link between the management team and the reception staff.
Resolving patient queries and problems
Skill required:
Ability to communicate and lead a team to achieve goals
Excellent verbal and written communication skills
Knowledge of internal General Practice processes and procedures
Advanced knowledge of EMIS
Ability to meet tight deadlines and keep up with change
About us
We serve approximately 13,500 socially and culturally diverse patients from a large modern healthcare centre in the vibrant borough of Haringey.
We are an innovative and educationally focussed practice and are looking for applicants with a similar working ethos to join our multidisciplinary team of dynamic and caring staff consisting of doctors, pharmacists, paramedics, nurses and healthcare assistants.
We are active in supporting the professional development and personal interests of our team and where appropriate ongoing study or courses will be supported, offering a lot of opportunities to develop your customer service skills
Full training will be provided including working protocols and procedures. You will work with an experienced team of administration staff as well as working closely with the medical team.
Job description
Job responsibilities
You will be required to work a shift pattern of 3 lates ( starting at 11:15 and finishing at 7:15) and 2 early shifts ( starting at 7:15 and ending at 3:15)
Major Duties and Responsibilities
- Provide supervision
and guidance for the reception and administration team.
- Act
as the communication link between the management team and reception staff.
- Support
the Practice Manager, Assistant Practice Manager and Operations Manager with continuous improvement change initiatives.
- Ensure
that the reception team receive, assist and direct patients in accessing
the appropriate service or healthcare professional in a caring, courteous
and effective way.
- Lead
the team though positive role-modelling and example.
- Ensure
the implementation of practice procedures and policies.
- Ensure all
daily duties are completed before end of day.
- Provide
general assistance to the practice team and project a positive and
friendly image to patients and other visitors.
- Assist
the practice in achieving target based functions such as Quality and
Outcomes Framework or Locally Commissioned Services.
- Maintain
a safe efficient working environment, have a thorough knowledge of
practice procedures and ensure the reception team works in accordance
with protocols.
- Resolve
queries/problems from patients.
- Plan
the reception rota together with the Operations Manager, ensuring there is
adequate cover at all times, including during periods of staff absence and
to accommodate lunch and staff breaks.
- Quickly
resolve any IT issues including issues with printers, EMIS system, calling
board and check in machine.
- Train
new and existing staff to ensure they are able to undertake their role.
Job description
Job responsibilities
You will be required to work a shift pattern of 3 lates ( starting at 11:15 and finishing at 7:15) and 2 early shifts ( starting at 7:15 and ending at 3:15)
Major Duties and Responsibilities
- Provide supervision
and guidance for the reception and administration team.
- Act
as the communication link between the management team and reception staff.
- Support
the Practice Manager, Assistant Practice Manager and Operations Manager with continuous improvement change initiatives.
- Ensure
that the reception team receive, assist and direct patients in accessing
the appropriate service or healthcare professional in a caring, courteous
and effective way.
- Lead
the team though positive role-modelling and example.
- Ensure
the implementation of practice procedures and policies.
- Ensure all
daily duties are completed before end of day.
- Provide
general assistance to the practice team and project a positive and
friendly image to patients and other visitors.
- Assist
the practice in achieving target based functions such as Quality and
Outcomes Framework or Locally Commissioned Services.
- Maintain
a safe efficient working environment, have a thorough knowledge of
practice procedures and ensure the reception team works in accordance
with protocols.
- Resolve
queries/problems from patients.
- Plan
the reception rota together with the Operations Manager, ensuring there is
adequate cover at all times, including during periods of staff absence and
to accommodate lunch and staff breaks.
- Quickly
resolve any IT issues including issues with printers, EMIS system, calling
board and check in machine.
- Train
new and existing staff to ensure they are able to undertake their role.
Person Specification
Qualifications
Essential
- High level of numeracy and literacy as demonstrated through GCSE or A-level qualifications or equivalent.
Desirable
- Undergraduate degree
- Relevant diploma or other qualification in business, healthcare or management
Interpersonal Skills
Essential
- Ability to co-ordinate and lead a team to achieve goals
- Exemplary communication skills with patients
- Ability to de-escalate situations and manage critical situations
- Ability to train and teach other staff
- Works well within a team maintaining confidentiality and respect for colleagues
Experience
Essential
- Experience of working with others in a Practice
- Experience of using IT in a working environment
- Knowledge of internal General Practice processes and procedures
- High level of ability to use EMIS
- Ability to meet tight deadlines and keep up with change
- Organisational and logistical skills
Desirable
- Knowledge of the wider context of the NHS and patient pathways
- Ability to solve IT and technical issues independently
Person Specification
Qualifications
Essential
- High level of numeracy and literacy as demonstrated through GCSE or A-level qualifications or equivalent.
Desirable
- Undergraduate degree
- Relevant diploma or other qualification in business, healthcare or management
Interpersonal Skills
Essential
- Ability to co-ordinate and lead a team to achieve goals
- Exemplary communication skills with patients
- Ability to de-escalate situations and manage critical situations
- Ability to train and teach other staff
- Works well within a team maintaining confidentiality and respect for colleagues
Experience
Essential
- Experience of working with others in a Practice
- Experience of using IT in a working environment
- Knowledge of internal General Practice processes and procedures
- High level of ability to use EMIS
- Ability to meet tight deadlines and keep up with change
- Organisational and logistical skills
Desirable
- Knowledge of the wider context of the NHS and patient pathways
- Ability to solve IT and technical issues independently
