Senior Receptionist

4 months ago

Birmingham, United Kingdom South Doc Services Full time

**Job summary**

We are looking for an experienced Reception Team Leader to work at our UTC in Katie Road.You will be the first point of contact for patients and reception staff and act as the focal point between patients, doctors and other medical staff.

This is a part-time position, 15 hours total.

Hours are: Saturday and Sunday 8-4

**Main duties of the job**

The post holder is responsible for providing the first point of contact for patients and act as a focal point of communication between patients, doctors and other medical staff as well as providing the first point of contact for all other members of the Receptionist team.

**Overview of your organisation**

The UTC was originally opened in 1996 and we have an excellent reputation in the local area for providing urgent treatment, 7 days per week, 365 days per year.We have a great team, many of whom have worked with the organisation for a number of years.Change

**Knowledge**
- **Essential criteria**_

Good standard of communication both orally and in writing A specific understanding of the confidential nature of the work in hand Conversant with Microsoft Word, Adastra Software, Open Exeter, SCR Understanding of confidentiality and General Data Protection Act
- **Desirable criteria**_

Knowledge of the local area

**Qualifications**
- **Essential criteria**_

GCSE English and Maths or equivalent Grade C or above NVQ Level 3, equivalent qualification or experience
- **Desirable criteria**_

RSA II typing/word processing or equivalent

**Personal Qualities**
- **Essential criteria**_

A willingness to work in a flexible and co-operative manner with colleagues Ability to have difficult conversations with staff Ability to work as a team or on own initiative Ability to cope with change Reliable Good time keeper Friendly and approachable Willingness to undertake a DBS check (previously CRB) Willingness to undertake training Able to cope under pressure

**Experience**
- **Essential criteria**_

Previous experience of working in an office environment Previous experience of managing a team, including sickness, annual leave and performance Previous medical receptionist experience Experience of using Adastra software / Open Exeter / SCR

**Skills**
- **Essential criteria**_

Proficient in reading and writing English Able to speak and understand fluent English to receive and issue instructions concerning patients in English and without the risk of misunderstanding Strong organisational skills and ability to maintain complete and accurate record systems Ability to manage and delegate to a team Ability to work under own initiative and prioritise workload to meet deadlines Ability to provide excellent customer service Good interpersonal skills Good telephone manner

**Key responsibilities**

Ensuring the efficient and effective day to day running of the Urgent Treatment Centre at weekends.

Arranging rota cover when needed for any short notice absence and ensuring UTC manager and HR are notified of any absence.

First point of contact for all members of the receptionist or clinical team, for any problems, queries or training issues

New starter buddy for induction

Informing the UTC manager of any staff training needs

Review, implement and audit policies and procedures and ensure that all staff are complying with these as directed by the UTC manager

Monitor the clinical systems to ensure patient care is paramount

Monitor our service capacity and implement appointment closure when thresholds are reached.

Attend meetings with the UTC Manager as required

Delegate and overview administrative processes as instructed and ensure staff compliance

Undertake regular 1-1s with weekend staff

Support the UTC Manager to undertake appraisals

Liaise with NHS111, WMAS or other NHS services as needed

Coordinate with suppliers to resolve any issues, for example, with IT issues

Complaints management

Monitor expiry dates of selected equipment and materials

Resolving issues that might arise in the daily operation of the service

Ensure the staff maintain professional standards at all times

**Reception Role**

Receiving and directing patients

Handling telephone calls and general enquiries

Making appointments and taking requests for home visits (where applicable)Taking Messages

Processing all forms of communication relating to patients

Ensuring work areas are tidyCash handling

Making appointments for medical representatives

All forms of data entry and recording relating to patients, including scanning

Assisting with the onward management of patients as required, e.g. booking further appointments, referrals etc

Assisting clinicians as a chaperone where required

Providing administrative support to clinicians and managers within the organisation

Follow and adhere to Health and Safety procedures

Any other delegated duties considered appropriate for the post

**Communication**

Communicate effectively to deliver excellent customer service to patients

Promote effectiv

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