Job summary
We are a 'family' feel Practice, and value every member of Team
Moulton. Staff wellbeing is at our very
core.
We are looking for a friendly and enthusiastic Reception Lead to
become an integral part of Team Moulton
The successful candidate will lead, manage, develop and coach the reception team on a day to day basis with the support of the Practice Manager. You will be responsible for ensuring excellent levels of patient care are provided at all times.
Mon 8am - 130pm
Tues 8am - 130pm
Wed 8am - 130pm
Thurs 1pm - 630pm
Fri 8am - 130pm or 1pm - 630pm
Main duties of the job
To work in
collaboration with other members of the Management Team.
Responsible
foroverseeing the day-to-day operations of a reception team, ensuring
efficient and effective service delivery, and providing support to team
members.The role will involve managing staff, handling patient inquiries
and complaints, and contributing to the overall smooth running of the practice
or department, ensuring all functions are carried out in accordance with agreed
procedures, protocols and timescales. Be
the champion for a high level of customer service, respect and confidentiality
within the reception team.
About us
Moulton Surgery is a NHS general practice that has been in existence for over 100 years. Our aim is to provide a traditional style of personal, accessible, family medical practice delivering high quality evidenced based care in an environment that encourages innovation. We have a very strong team to provide this; 5 Partners, 1 Salaried GP, GP Trainee, 2 ANPs, 4 Practice Nurses, 1 HCA. A range of PCN ARRS staff to include Clinical Pharmacists, Pharmacy Technicians, Paramedic, Physiotherapists, Social Prescribers, along with Dispensary, Administration, Reception and management teams.
We strongly believe in our values: Effective, Compassionate, Safe & Value all individuals.
Job description
Job responsibilities
Key
Responsibilities:
Team
Management:
Leading,
motivating, and supervising reception staff, including organising reception
staff rotas, providing training, and conducting appraisals.
Patient
Service:
Ensuring a
high standard of customer service, handling patient enquiries and complaints,
and acting as a first point of contact for escalated issues.
Operational
Efficiency:
Overseeing
daily tasks, managing call queues, and ensuring the smooth functioning of
reception areas and administrative processes.
Compliance
and Support:
Ensuring
compliance with policies and procedures, supporting staff development, and
contributing to the overall efficiency of the practice.
Job
responsibilities:
- Work
on reception front desk and back office taking calls as required, and undertaking
all reception duties as required for a Patient Services Advisor.
- To
lead the reception team, ensuring an efficient and professional manner is
maintained
- To
provide a focal point of communication between patients, doctors, and other
medical staff.
- To act
as a role model, demonstrating and promoting the standards expected by the
practice and creating the energy and enthusiasm for the service
- Compiling
reception staff rotas. Coordinating
the provision of reception staff ensuring sufficient cover is provided for
periods of leave and other staff absences. Ensure contingency plans are in place
for all leave, including unforeseen absence.
- Work with
the Practice Manager to organise induction and training of all new reception
staff to agreed standards.
- Undertake
ongoing reviews, completing competency forms and participate in the annual
appraisal process.
- Assess
training needs within the reception team with a view to preparing
individual personal development plans for reception staff
- Maintain
reception handbook
- Supporting
the triage system and working with the GPs to ensure appropriate
bookings.
- Produce
weekly rotas to ensure adequate staffing levels to cover annual and other
leave. If shifts are impacted by
absence, then ensuring other staff assist and are flexible to cover the
needs of the service
- Appropriate
review of the SystmOne clinical rota to ensure any anomalies are identified
and resolved to ensure the service is not impacted
- Manage
and agree annual leave requests and keep staffs annual leave records up
to date.
- Recording
of sickness absence and completing return to work interviews.
- Deal
with more complex enquiries from patients and be the first port of call
for complaints concerning reception.
- Ensuring
that all required daily duties are completed and tasks actioned in a
timely manner.
- Implement
plans if service is compromised to reduce impact where possible.
- Monitor
the inbound call log and ensure all PSAs answering calls in a timely manner. Request support from other suitable
staff if calls are of a high volume and support is needed.
- Be an
advocate for the surgery and its policies whilst at the same time being
mindful of the patients needs and how best to serve them.
- Managing
all deliveries to the practice, ensuring adherence to the cold chain
policy as necessary
- Continually
assess and evaluate systems, protocols & processes recommending
changes and improvements to the Practice Manager as appropriate.
- Acting
as building fire marshal, ensuring evacuation lists are current and that
the visitors log is used appropriately
- Attend
monthly Team Leader Meetings, contributing to the agenda prior to each
meeting. Disseminating relevant
discussion points to the Patient Services Team.
- Receiving
email communications, responding as appropriate and disseminating relevant
information to members of the Patient Services Team.
Job description
Job responsibilities
Key
Responsibilities:
Team
Management:
Leading,
motivating, and supervising reception staff, including organising reception
staff rotas, providing training, and conducting appraisals.
Patient
Service:
Ensuring a
high standard of customer service, handling patient enquiries and complaints,
and acting as a first point of contact for escalated issues.
Operational
Efficiency:
Overseeing
daily tasks, managing call queues, and ensuring the smooth functioning of
reception areas and administrative processes.
Compliance
and Support:
Ensuring
compliance with policies and procedures, supporting staff development, and
contributing to the overall efficiency of the practice.
Job
responsibilities:
- Work
on reception front desk and back office taking calls as required, and undertaking
all reception duties as required for a Patient Services Advisor.
- To
lead the reception team, ensuring an efficient and professional manner is
maintained
- To
provide a focal point of communication between patients, doctors, and other
medical staff.
- To act
as a role model, demonstrating and promoting the standards expected by the
practice and creating the energy and enthusiasm for the service
- Compiling
reception staff rotas. Coordinating
the provision of reception staff ensuring sufficient cover is provided for
periods of leave and other staff absences. Ensure contingency plans are in place
for all leave, including unforeseen absence.
- Work with
the Practice Manager to organise induction and training of all new reception
staff to agreed standards.
- Undertake
ongoing reviews, completing competency forms and participate in the annual
appraisal process.
- Assess
training needs within the reception team with a view to preparing
individual personal development plans for reception staff
- Maintain
reception handbook
- Supporting
the triage system and working with the GPs to ensure appropriate
bookings.
- Produce
weekly rotas to ensure adequate staffing levels to cover annual and other
leave. If shifts are impacted by
absence, then ensuring other staff assist and are flexible to cover the
needs of the service
- Appropriate
review of the SystmOne clinical rota to ensure any anomalies are identified
and resolved to ensure the service is not impacted
- Manage
and agree annual leave requests and keep staffs annual leave records up
to date.
- Recording
of sickness absence and completing return to work interviews.
- Deal
with more complex enquiries from patients and be the first port of call
for complaints concerning reception.
- Ensuring
that all required daily duties are completed and tasks actioned in a
timely manner.
- Implement
plans if service is compromised to reduce impact where possible.
- Monitor
the inbound call log and ensure all PSAs answering calls in a timely manner. Request support from other suitable
staff if calls are of a high volume and support is needed.
- Be an
advocate for the surgery and its policies whilst at the same time being
mindful of the patients needs and how best to serve them.
- Managing
all deliveries to the practice, ensuring adherence to the cold chain
policy as necessary
- Continually
assess and evaluate systems, protocols & processes recommending
changes and improvements to the Practice Manager as appropriate.
- Acting
as building fire marshal, ensuring evacuation lists are current and that
the visitors log is used appropriately
- Attend
monthly Team Leader Meetings, contributing to the agenda prior to each
meeting. Disseminating relevant
discussion points to the Patient Services Team.
- Receiving
email communications, responding as appropriate and disseminating relevant
information to members of the Patient Services Team.
Person Specification
Experience
Essential
- Experience of working within a GP Surgery
- Experience in handling confidential information and data.
- Customer Service Skills
- Experience of working in a busy & multi-functional team.
- Experience in a customer facing environment
Desirable
- Team Leader/Senior Receptionist experience
Knowledge and Qualities
Essential
- Competent knowledge of SystmOne (Clinical database)
- Good telephone manner, even when under pressure
- Excellent interpersonal, verbal and written communication skills
- Clear and concise
- Enthusiastic, honest and reliable
- Ability to prioritise work to ensure deadlines are met
- Ability to resolve problems & work with colleagues to implement solutions
- Good team player
- Flexible
Person Specification
Experience
Essential
- Experience of working within a GP Surgery
- Experience in handling confidential information and data.
- Customer Service Skills
- Experience of working in a busy & multi-functional team.
- Experience in a customer facing environment
Desirable
- Team Leader/Senior Receptionist experience
Knowledge and Qualities
Essential
- Competent knowledge of SystmOne (Clinical database)
- Good telephone manner, even when under pressure
- Excellent interpersonal, verbal and written communication skills
- Clear and concise
- Enthusiastic, honest and reliable
- Ability to prioritise work to ensure deadlines are met
- Ability to resolve problems & work with colleagues to implement solutions
- Good team player
- 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.