Reception Team Leader

Job summary

To be responsible for the efficient management and direction of the reception team, ensuring all reception duties are performed effectively and to the required standard, meeting the objectives of the practice. Support the practice management team in promoting equality diversity & inclusion, and quality, safety and improvement. You will be responsible for setting and maintaining a positive, collaborative culture within the team and ensuring the team embraces change and continuous learning and development and carry out other duties as directed by the practice management team.

You will also be required to work as part of the core reception team, to provide a point of contact for patients. To facilitate effective communication between patients and the Primary Health Care Team and to promote a positive image of the practice to its patients and service users.

Main duties of the job

• Mange and oversee the reception services of the practice, ensuring staff achieve their primary responsibilities and objectives.
• Line managing all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training.
• Identify and deliver team training where required
• Develop, implement and embed efficient reception processes and procedures .
• Act as a focal point for communication, advising reception and administrative staff on methods of communication and best practice.
• Provide initial guidance, advice and acknowledgement to patients who wish to complain. Support with de-escalation through the use of skilled communication and support the practice complaints lead with the gathering of relevant information.
• Oversee the use of the practice system(s) for online consultation and clinical and administration queries, ensuring this is supported and used effectively by the reception team as the main route of access to practice support for patients, regardless of the mechanism of access (i.e. walk-in/in-person, telephone, online) and across the full operational hours of the practice.

Please note this is not a comprehensive list of all responsibilities, please refer to the Job Description attached for a full list.

About us

We are Surrey Heath Community Providers Limited, which is a federation of 7 GP practices across 10 sites, covering a population of over 97,000 patients across Surrey Heath. We began in 2016 and now employ around 200 members of staff across our clinical and corporate support teams. Our services include Surrey Heath Primary Care Network, PRIMACY workflow management and Upper Gordon Road Surgery.

As a GP Federation and Primary Care Network, we are proud to represent our member practices and to champion primary care by working with local general practice and system partners, in the provision of community based healthcare services. We are dedicated to providing safe and compassionate care to our patients across our range of primary care services in Surrey Heath and believe in continuous commitment to quality service delivery and positive patient outcomes.

Patients are at the heart of everything we do, and we pride ourselves in ensuring our patients feel safe, supported, communicated with and respected, at a time when they may be feeling vulnerable.

Our vision is to provide high quality, seamless health care that enables people to lead healthier lives, whilst feeling supported and cared for.