Job responsibilities
1. JOB DETAILS
Job title:
Lead Receptionist
Accountable to: Deputy
Manager
Location: Rush Hill & Weston Surgery
Hours:
25hrs across 4 days
PAY: £26,325.00 £28,275.00
per annum pro rata based on 37.5hrs
2. JOB SUMMARY
A brief description of the main
purpose of the post
Leading the team,
responsible for delivering exceptional customer service to patients and
visitors as the public face of the practice.
Supervising/Supporting
reception/ admin staff, whilst working as part of the team. Ensuring all
functions are carried out in accordance with agreed protocols and timescales,
liaising with the Deputy Manager where necessary.
3. DUTIES AND
RESPONSIBILITIES OF THE POST
Working under the deputy manager, ensuring day to day support/supervision
for all reception staff, answering all general queries taken by team and from
other staff.
Reception & Admin team rotas and annual leave cover
Reception & Admin Team appraisals under direction of the
deputy manager
Covering reception shifts
Disseminating information received from deputy manager to the
reception team:- ensuring staff understand new/changed procedures.
Ensuring Best practice and clear messaging across the team
Support induction of new team members
Day to day management of the various appointments, in line
with agreed protocols, monitoring and highlighting anomalies.
prioritising medical appointments to support patient care
Assisting with appointment rescheduling with guidance from deputy
manager
Ensure reception area and waiting room are kept tidy at all
times.
Ensuring the induction and training of all new reception staff
to agreed standards.
Forms & documents from patients confirming fee with team
members, checking forms to see if actual examination needed and liaising with
GP on other items possible required ie private x-rays
Checking all appointments are booked appropriately, ie in
correct slots, correct amount of time
Ensuring reception & scripts email is checked and actioned
regularly
Making sure team are signposting to the right places
Overseeing any problems at front desk, whether in person or by
phone if at alternative site.
Registration queries
Making sure the daily, monthly, quarterly housekeeping duties
are done
Covering supporting directing insurance admin and smear
queries during holiday periods
Make sure signs/notices are displayed where appropriate for
staff changes, students etc
Make sure team pick up deaths and process forms in line with
latest guidelines
Make sure temporary patients are dealt with appropriately (ie
has patient tried their own surgery first)
Deal with patient online access queries
Generally having an ear to the ground & whats going on around.
Job Responsibilities: Appointment checking
Checking of Practice rotas
Job Responsibilities: Reception
Opening up & locking-up of practice premises, in line with shifts and maintaining
security in accordance with practice protocols.
Maintaining and monitoring the practice appointments system.
Deal with general telephone enquiries from patients and
general public, ensuring callers are directed to the appropriate healthcare
professional.
Make appointments for patient to see Doctor, Nurse and other clinical or non clinical staff
associated with the Practice.
Record messages for Doctor, Nurse and Administrative staff.
Key in patient identification data to computer.
Register new patients including compilation of patient
files.
Retrieve patient notes for return to health board.
Ensure accuracy of patient payments and petty cash across both
sites
Processing and distributing incoming (and outgoing) mail.
Filing and retrieving paperwork.
Computer data entry & data allocation and collation, processing
and recording information in accordance with practice procedures.
Initiating contact with and responding to requests from
patients, other team member and associated healthcare agencies and providers.
Providing clerical assistance to practice and Trust staff as
required from time to time, including word/data processing, filing,
photocopying and scanning.
Ordering, re-ordering and monitoring of stationery and other
supplies.
Keeping the reception area, notice-boards and leaflet
dispensers tidy and free from obstructions and clutter.
The above list of duties is not
exhaustive and may be subject to change as deemed necessary
Qualities & Experience:
Essential:
Demonstrable
experience of supervising a team of people, in a paid or voluntary capacity.
Good General
IT skills: basic office and internet use essential.
Desirable:
Experience
in a Primary Care setting .
Communication
Communicate effectively with other team
members.
Communicate effectively with patients and
carers.
Recognise peoples needs for alternative
methods of communication and respond accordingly.
Personal & Professional Development
Participate in any training programme
implemented by the practice as part of this employment.
Participation in an annual individual
performance review, including taking responsibility for maintaining a record
of own personal and or professional development
Taking responsibility for own development,
learning and performance and demonstrating skills and activities to others
who are undertaking similar work
Participating in all mandatory practice
training.
There may also be a requirement to undertake other similar
duties as part of this post in order to provide a quality service. These will
be consistent with the level of responsibilities outlined above.
This job description may be reviewed from time to time in
light of developments and may be amended in consultation with the post holder
