Administration and Reception Team Lead - Carlisle, United Kingdom - Warwick Square Group Practice

Warwick Square Group Practice
Warwick Square Group Practice
Verified Company
Carlisle, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

To act as the first point of contact for the reception team, answering queries, directing workload and ensuring focus on telephone access at peak times to meet patient demand.

To lead with new staff inductions, design and facilitate regular staff training for the reception team.

To undertake reception staff 1/3/6 month reviews whilst in probationary period and provide feedback on performance to the Practice Manager.

To conduct all reception staff back-to-work interviews following absence through illness and other unforeseen reasons.


To act as the main practice point of contact for death administration protocol including liaison with the coroner office staff as required to ensure a seamless service to patient families.

To coordinate and maintain the team rota ensuring adequate staffing levels in the receptionist/telephonist team at all times. This will include awareness through PeopleHR of approved staff absence. To troubleshoot and resolve shortfalls in staffing levels as appropriate highlighting significant absence to the Practice Manager.


To provide support and resolution of complaints for patients in accordance with the NCPC complaints policy, escalating to the Practice Manager as required.

Daily troubleshooting to ensure mínimal wastage of appointments. Highlight any clinical rota anomalies to the Practice Manager. Making appointments and booking patients in for surgeries and clinics.

Answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely. Contacting hospitals and various other agencies for results, appointments and patient information.

To ensure repeat medication is issued in line with the protocols that are already in place, and ensure that any queries raised are dealt with quickly and correctly.

To ensure that patient queries on medication are highlighted to the relevant clinical member.

To undertake associated jobs allocated by the Practice Manager when required.
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