Reception Team Leader - Hanham, United Kingdom - Hanham Health

Hanham Health
Hanham Health
Verified Company
Hanham, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description

Hanham Health is seeking to recruit a Reception Team Leader to work 37.5 hours per week (Monday to Friday) covering both our Hanham and Oldland Common surgeries.

Salary dependant on experience.
Generous holoiday entitlement.
NHS pension.


JOB SUMMARY
The primary responsibility of this role is to ensure the smooth day to day running of the

Reception service across both surgeries in Hanham and Oldland Common ensuring the highest standards in patient care are consistently delivered in line with agreed procedures and protocols.

KNOWLEDGE, TRAINING, AND EXPERIENCE REQUIRED

  • Team supervision including rota planning, training, coaching and appraisals.
  • Excellent telephone manner and customer service skills.
  • Experience of working within a busy environment dealing with enquiries and administrative tasks.
  • Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
  • Awareness of policies and procedures regarding Information Governance and adherence to these.

SKILLS REQUIRED

  • Ability to deal with patients and colleagues in a calm professional manner.
  • Ability to use own initiative within clear boundaries, seeking advice from more senior members of staff whenever necessary.
  • Ability to prioritise and organise own work.
  • Ability to promote and support good working relationships across all areas of the Practice.
  • Good interpersonal and communication skills with the ability to liaise confidently and professionally over the telephone and face to face with a variety of clinical staff, nonclinical staff, external parties and patients.
  • Ability to work to deadlines.
  • Ability to work effectively within a team, providing cover for colleagues in times of absence and annual leave and assisting with the training of new team members.
  • Flexibility and adaptability, with a professional approach to work.
  • Willingness to undertake further training and development.

Date reviewed:
September 2021

MAIN DUTIES & RESPONSIBILITIES OF THE POST


General Reception duties:

  • Opening / Closing premises where necessary
  • Answering general enquiries and making patient appointments
  • Explaining of practice procedures to patients and providing nonclinical patient support by understanding services available, how to use them effectively and signposting
  • Receiving and directing patients on arrival
  • Filing and extracting records / notes
  • Handling external and internal post
  • Giving patients test results
  • Any other reception duties as reasonably required

Additional team lead responsibilities:
You will work closely with the Customer Service Manager in all the following areas:

  • Promote and drive a customer focused culture
  • Manage the Reception office to ensure maximised efficiency and adequate telephone cover oversee a daily scheduled list of activities
  • Recruitment, induction and training of all new staff to agreed standards
  • Liaise with external parties coming into each practice (i.e. room allocation / equipment requests)
  • Ensure adequate staffing levels, approving annual leave and other leave and organising rotas in line with agreed policy
  • Assist in the resolution of any conflicts within the Reception area, resolving informal patient complaints locally and assisting in the investigation of and response to formal patient complaints as required
  • Continually assess and evaluate systems recommending changes and improvements as appropriate
  • Assist with production and upkeep of practice protocols manual
  • Coach, train and motivate team members ensuring professional standards are maintained at all times (Lead by example). Complete team appraisals
  • Deal with individuals performance and disciplinary issues
  • Order stock such as stationary, uniform, refreshments and other sundry items in line with agreed ordering procedure / budgets
  • Ensure all front of house areas are patient ready including accessibility aspects and presentation of displays in patient facing areas
  • Take an active and leadership role in team meetings
  • Assist the practice team in campaign planning (for example annual flu vaccinations)
  • Liaising with other team leaders to ensure cross department efficiency
  • Ensure call answering standards are met using statistics available
  • Management of the telephone system including message control
  • Assisting with basic IT duties as required
  • Ensure the Reception team are managing allocated administration duties in accordance with agreed procedures.
  • Work with the Management Team and deputise for the Customer Service manager as required

Job Types:
Permanent, Full-time


Benefits:


  • Company pension
  • Cycle to work scheme
  • Onsite parking

Schedule:

  • Monday to Friday

COVID-19 considerations:
All staff and visitors are currently requested to wear a face mask. We have perspex screens installed between work stations and at our waiting room front desks. Sanitising stations are available throughout our sites.


Ability to commute/relocate:

  • Hanham: reliably commute or plan to relocate before starting w
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