Reception Team Leader - Clare, United Kingdom - Guildhall Surgery

Description

Job Summary

We are looking for an enthusiastic and self-motivated Surgery Receptionist/ Team Leader to join our established, friendly general practice team.

The Reception Team Leader primarily provides supervision to the practice reception and administration team.

The position is for 22.5 hours per week on a 2 weekly rota basis


Week 1
Wednesday 8.30am-1pm / 2pm-6pm

Thursday 1pm-6pm

Friday 8am-1pm / 2pm-6pm


Week 2
Monday 8am-1pm / 2pm-6pm

Wednesday 8.30am-1pm / 2pm-6pm

Thursday 1pm-6pm

Rate of pay is depending on experience

Please note we are not located in Sudbury, we are located in Clare, Suffolk, CO10 8NY


The post holder will:

• Have experience in providing leadership to a reception team
• Have excellent service, leadership and communication skills
• Exhibit safe, professional decisionmaking and high level of care for patients within the Practice
• Be able to work collaboratively with the wider Practice team to meet the needs of our diverse range of patients
• Undertake rota planning of reception
• Disseminate information to the reception team
• Support the delivery of required policy and procedures

Key Responsibilities
The following are the core responsibilities of the Reception Team Leader.

There may be on occasion, a requirement to carry out other tasks; this will be dependent on factors such as workload and staffing levels:

• Be the first line of support for the reception team
• Provide daytoday support, leadership and guidance for the practice reception team, ensuring an efficient and professional manner is maintained and to provide cover to the reception team when needed.
• Ensure all reception and administration duties are completed to the highest standard.
• Assist the management team in developing the reception staff rota
• Provide communications between patients, doctors and other staff.
• Support the management team in the induction of all new reception staff.
• Assist the management team to help cover and to ensure suitable contingency plans are in place for all leave, including unforeseen absences.
• Ensure that disseminated information is cascaded, understood and implemented by members of the reception team.
• Plan and organise the reception team meetings.
• Ensure that the reception electronic and paper folders are kept up to date and relevant.
• Ensure that reception guides (i.e. nurse appointment times) are updated and cascaded.
• Be the key link between the reception and management teams to highlight any areas of uncertainty and aid in developing solutions.
• Support the management team in the running of elements and/or services within the practice e.g. compliance with CQC, Health and Safety audits etc.
• Support the management team in the reviewing and updating of practice policies and procedures.
• Work with the management team to identify areas for improvement and assist in change management where appropriate.
• Ensure the promotion, monitoring and documentation of performance and quality outcomes targets within the practice (including QOF), and using IT systems and software.
• Assist in recalling patients for chronic disease reviews, vaccinations and other health checks
• Take responsibility for the recording of all home visit requests, ensuring that the home visiting protocol is followed.
• To undertake specific assigned tasks, project support, or development work which may arise during changes to the NHS.
• To introduce new policies and procedures in line with current regulations
• Manage and deal with day to day needs, difficulties and requirements of the partners and other clinical staff.
• Work closely with reception and clinical staff to ensure adequate cover and the smooth running of the practice, reporting any problems encountered to the relevant person.
• Be a point of contact for staff and patient queries and concerns.
• Greet patients, deal with their enquiries in a courteous and polite manner.
• Deal with patient complaints relating to front desk/reception services.
• Oversee and delegate daily tasks e.g. chasing missing test results and unusual queries, following through patient queries, registration difficulties, saying 'No' nicely, etc.
• Make appointments and book patients in for surgeries and clinics.
• Answer the telephone within a reasonable time, dealing with requests and enquiries courteously and politely.
• Contacting hospitals and various other agencies for results, appointments, booking, referrals and patient information.
• Make appointments: offer and arrange the appointments for doctors, helping to arrange clinics.
• Responding to and resolving all local IT issues where appropriate liaising with NHIS the ICB IT support/or others to resolve hardware and software issues.
• Ensure the effective use of clinical systems, IT programmes and other systems used throughout the practice.
• Provide support and ensure training for current and new staff is carried out.
• Support practice secretaries in developing and maintaining e