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St Thomas Road Surgery

Reception Team Leader

Information:

This job is now closed

Job summary

Approx. 28 hours per week

This role forms part of a job share. Working Monday to Wednesday.

We are looking for a GP Reception Team Leader to join our friendly GP surgery who will jointly ensure that the reception area of the Practice runs smoothly, providing a high level of service to patients, doctors, nurses and other members of the Practice team. You will be the main and first point of contact on your working days for the reception team and will ensure effective communication within the reception team, managing day to day issues as they arise.

Main duties of the job

Training & Recruitment: Support with recruitment, appraisal, staff training and staff development

Meetings & Communication: arrange and lead regular reception meeting, weekly debriefs with job share colleague, attend Patient Participation Group Meetings, privide a link between reception and admin and clinical staff.

Complaints: Act as first point of contact for low level complaints

People Management: Ensure adequate levels of staffing in reception, approving annual leave and organising rotas. Managing staff absence and dealing with staff discipline. Day to day management and supervision of reception staff.Providing cover when necessary

Practice Development: Be involved with managing social media pages and updates on the Practice website.Be responsible for promotional material for various campaigns Maintain an effective appointments system,recommending changes and improvements to management as appropriate

Health & Safety & Fire Regulations:Observing Health & safety guidelines in reception and the waiting room areas. Weekly fire alarm, emergency lightly and automatic door release checks.

General Reception duties:Ensuring a high-quality patient facing service, ensure all administrative tasks are carried out accurately and efficiently. Making appointments,prescription requests and queries, Giving our test results, dealing with home visits requests. Dealing with general enquiries

Scan and code medical information onto patient records.

About us

We often have a trainee registrar doctor/FY2 doctor completing their General Practice training.

St Thomas Road Surgery serves a population of just 6300 patients . We are a forward thinking and progressive practice, constantly working to improve standards, the patient journey and clinical outcomes. Our clinical workforce consists of GP Partners, GP Trainees, Foundation year students, Practice Nurses, HCA's, Clinical pharmacist, pharmacy technician Paramedic, Health & Well being Coach, Care Co-ordinator. This clinical team is supported by a managerial, admin and reception team.

You are advised to apply as soon as possible. Please note that this vacancy may close before the advertised closing date if sufficient suitable applications are received. If you have not heard from us within 4 weeks of the closing date, you should assume you have not been shortlisted but we would like to thank you for your interest in St Thomas Road Surgery.

Details

Date posted

07 August 2023

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Part-time, Job share

Reference number

A4260-23-0000

Job locations

St Thomas Road

Featherstone

Pontefract

West Yorkshire

WF7 5HE


Job description

Job responsibilities

Team Leader Duties

1.

Training and Recruitment:

1. Ensure mandatory training in reception is completed annually and any training n needs are communicated to the assistant practice manager.

2. Be responsible for arrange and monitoring of staff inductions in reception

3. Support with recruitment as needed

4. Reception staff Appraisals

5. Regularly evaluate quality of individual and team performance.

2.

Meetings and Communication:

1. Arrange, Lead and minute regular reception meetings

2. Debrief weekly with job share colleague

3. Attend PPG meetings

4. Provide link between reception, admin, clinicians and managers

4.

Complaints:

1. Be the first point of contact for patients

5.

People Management:

1. Ensure adequate staffing levels, approve annual leave, and organise rotas ensuring all functions are covered as required

2. Deal with discipline, bad behaviour or raise with Practice Manager/Assistant Practice Manager

3. Manage reception absence with the assistance of the Practice Manager/Assistant Practice Manager if needed

6.

Practice Development:

1. Be involved with managing social media pages and updates on the Practice Website

2. Be responsible for promotional material for various campaigns and making sure notice boards and TV screens are up to date and relevant.

3. Maintain an effective appointments system for all services.

4. Continually assess and evaluate systems and quality, recommending changes and improvements to management as appropriate.

7.

Health & Safety & Fire Regulations

1. Observing Health & Safety guidelines in Reception and waiting room areas, ensuring any potential issues are raised or dealt with in a timely manner

2. Weekly fire alarm, emergency lighting and automatic door release checks

GENERAL RECEPTION DUTIES

Telephone Duties

1.

Making appointments

2.

Taking requests for prescriptions

3.

Giving out results

4.

Home visit requests

5.

Deal with general enquiries and complaints

6.

Contacting other providers

Reception Duties

9.

Greet and direct patients and visitors

10.

Making appointments

11.

Handing out prescriptions

12.

Ensure outstanding queries are explained and handed over to next shift, as necessary

13.

Respond to needs of doctors and nurses during surgery

14.

Collect payments from patients for non-NHS services

15.

Deal with general enquiries and complaints

Scanning & Coding

16.

Scan patient documentation onto medical record

17.

Code medical information onto patient record

Prescriptions

18.

Dealing with requests for repeat prescriptions

19.

Raising prescriptions as per Practice protocols

20.

Dealing with queries relating to repeat prescriptions

General

21.

Input and extract information from Practice computer system

22.

Observe health and safety guidelines and policies at all times

23.

General housekeeping (e.g. keeping reception and waiting areas tidy)

24.

Attend meetings and training as necessary

25.

Any other reasonable duties as necessary

26.

Taking on responsibility for new systems as and when they arise and as the role develops. This is not meant to be an exhaustive list of duties. The need for flexibility is required and the post holder is expected to carry out any other related duties that are within the employee's skills and abilities whenever reasonably instructed.

Job description

Job responsibilities

Team Leader Duties

1.

Training and Recruitment:

1. Ensure mandatory training in reception is completed annually and any training n needs are communicated to the assistant practice manager.

2. Be responsible for arrange and monitoring of staff inductions in reception

3. Support with recruitment as needed

4. Reception staff Appraisals

5. Regularly evaluate quality of individual and team performance.

2.

Meetings and Communication:

1. Arrange, Lead and minute regular reception meetings

2. Debrief weekly with job share colleague

3. Attend PPG meetings

4. Provide link between reception, admin, clinicians and managers

4.

Complaints:

1. Be the first point of contact for patients

5.

People Management:

1. Ensure adequate staffing levels, approve annual leave, and organise rotas ensuring all functions are covered as required

2. Deal with discipline, bad behaviour or raise with Practice Manager/Assistant Practice Manager

3. Manage reception absence with the assistance of the Practice Manager/Assistant Practice Manager if needed

6.

Practice Development:

1. Be involved with managing social media pages and updates on the Practice Website

2. Be responsible for promotional material for various campaigns and making sure notice boards and TV screens are up to date and relevant.

3. Maintain an effective appointments system for all services.

4. Continually assess and evaluate systems and quality, recommending changes and improvements to management as appropriate.

7.

Health & Safety & Fire Regulations

1. Observing Health & Safety guidelines in Reception and waiting room areas, ensuring any potential issues are raised or dealt with in a timely manner

2. Weekly fire alarm, emergency lighting and automatic door release checks

GENERAL RECEPTION DUTIES

Telephone Duties

1.

Making appointments

2.

Taking requests for prescriptions

3.

Giving out results

4.

Home visit requests

5.

Deal with general enquiries and complaints

6.

Contacting other providers

Reception Duties

9.

Greet and direct patients and visitors

10.

Making appointments

11.

Handing out prescriptions

12.

Ensure outstanding queries are explained and handed over to next shift, as necessary

13.

Respond to needs of doctors and nurses during surgery

14.

Collect payments from patients for non-NHS services

15.

Deal with general enquiries and complaints

Scanning & Coding

16.

Scan patient documentation onto medical record

17.

Code medical information onto patient record

Prescriptions

18.

Dealing with requests for repeat prescriptions

19.

Raising prescriptions as per Practice protocols

20.

Dealing with queries relating to repeat prescriptions

General

21.

Input and extract information from Practice computer system

22.

Observe health and safety guidelines and policies at all times

23.

General housekeeping (e.g. keeping reception and waiting areas tidy)

24.

Attend meetings and training as necessary

25.

Any other reasonable duties as necessary

26.

Taking on responsibility for new systems as and when they arise and as the role develops. This is not meant to be an exhaustive list of duties. The need for flexibility is required and the post holder is expected to carry out any other related duties that are within the employee's skills and abilities whenever reasonably instructed.

Person Specification

Qualifications

Essential

  • Good standard of general education
  • GCSE Mathematics & English C or above

Desirable

  • AMSPAR Receptionist Certificate
  • NVQII In Customer Care
  • CLAIT Qualification

Experience

Essential

  • Experience working with the general public
  • Experience of working in General Practice
  • Experience of working in reception

Skills & Behaviours

Essential

  • Excellent Communication Skills
  • IT Skills
  • Clear & polite telephone manner
  • Time management and the ability to work to deadlines
  • Problems solving skills
  • interpersonal Skills
  • Smart, Polite, Confident
  • Perform under pressure
  • adaptability
  • Using own initiative
  • Team working
  • Self Motivated
  • Flexible
Person Specification

Qualifications

Essential

  • Good standard of general education
  • GCSE Mathematics & English C or above

Desirable

  • AMSPAR Receptionist Certificate
  • NVQII In Customer Care
  • CLAIT Qualification

Experience

Essential

  • Experience working with the general public
  • Experience of working in General Practice
  • Experience of working in reception

Skills & Behaviours

Essential

  • Excellent Communication Skills
  • IT Skills
  • Clear & polite telephone manner
  • Time management and the ability to work to deadlines
  • Problems solving skills
  • interpersonal Skills
  • Smart, Polite, Confident
  • Perform under pressure
  • adaptability
  • Using own initiative
  • Team working
  • Self Motivated
  • Flexible

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

St Thomas Road Surgery

Address

St Thomas Road

Featherstone

Pontefract

West Yorkshire

WF7 5HE


Employer's website

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

Employer details

Employer name

St Thomas Road Surgery

Address

St Thomas Road

Featherstone

Pontefract

West Yorkshire

WF7 5HE


Employer's website

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

Employer contact details

For questions about the job, contact:

Practice Manager

Ella Brownridge

ella.brownridge@nhs.net

01977801363

Details

Date posted

07 August 2023

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Part-time, Job share

Reference number

A4260-23-0000

Job locations

St Thomas Road

Featherstone

Pontefract

West Yorkshire

WF7 5HE


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