Reception Team Leader

3 weeks ago

Egham, United Kingdom The Grove Medical Centre Full time

Accountability To be accountable to the Practice Manager and Partners of The Grove Medical Centre. Job Summary The Reception Team Leader is primarily responsible for the day-to-day smooth running of the Practice reception. Oversee all work activities of the Reception team. To act as a source of information and advice for the Reception team and to cascade any changes/ learnings.

Assist in any HR matters alongside the Practice Manager. Assist the Practice Manager in the Recruitment and selection process for the Reception Team. To ensure Statutory and Mandatory training standards are met and staff are prepared for their Appraisals. Confirm holidays are within agreed rules and manage team sickness.

Ensure appropriate rota cover for all reception tasks. Provide support to the Practice Manager. Patient Services Ensure adequate reception staffing for patient services and take on receptionist duties when short of staff. Ensure systems are in place for effective and confidential patient records movement and recording of data.

Working with the Practice Manager to deal with complaints and in accordance with the practice complaints and policy. Liaise with the Duty doctor and all other clinicians to resolve patient issues promptly. Process and assign admin queries in the Accurx Inbox. Process and raise repeat prescriptions for patients, as per guidance.

Work with the Practice Manager and Partners to implement service improvement initiatives. Be in charge of Social prescribing referrals for the practice and liaise with the councils appointed link worker. Staff Support Coordinate and provide training for new members of the team and undertake ongoing performance reviews along with the Practice Manager/Partners. Complete induction documents for new members of staff.

Conduct training needs analysis in conjunction with the Practice Manager. Ensure practice policies and protocols are followed and accurate records are kept, with particular reference to appointments, messages, visits, post, patient registrations, repeat prescriptions, filing systems, births, and deaths. Provide receptionists with information about changes to any relevant policies and protocols and keep the team updated on any other changes which affect their daily work. Administer weekly staff rotas and coordinate annual leave, ensuring reception is neither over or under-staffed.

Coordinate with the Ear Micro suction team regarding their sessions at the Practice. Serve as a link between management and employees by handling questions and helping resolve work-related problems. Lead reception team meetings and join other meetings as needed. Liaise with the management team concerning staffing and organisation of work.

Liaise with other members of the practice staff and other agencies as required. Reception Administration Represent reception at practice meetings, raising relevant reception issues and proposing improvement initiatives and solutions. Attend to and resolve or escalate ad hoc issues and problems as they arise in the day-to-day running of reception. Ensure all complaints and significant events related to reception are marked and completed on Clarity and any learnings cascaded to staff.

Raise to providers and resolve system failures. Monitor and maintain computer systems and networks. Troubleshoot system and network problems, diagnosing and solving faults. Replace parts as required.

To ensure the Data Protection Act and implications for patient record sharing are implemented. Liaise with Support groups when IT problems arise. Maintaining a good working relationship. Confidentiality: In the performance of the duties outlines in their Job Description, the post-holder may have access to confidential information relating to the patients and their carers, practice staff and other healthcare workers.

They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of person and sensitive data. Health & Safety: The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include: Using personal security systems within the workplace according to practice guidelines.

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. Making effective use of training to update knowledge and skills. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards. Reporting potential risks identified.

**Equality and Diversity**: The post-holder will support the equality, diversity and rights of patie

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