Lead Receptionist

**Job title**

Lead Receptionist

**Contract**

Permanent

**Hours**

37.5 hours per week

**Rate**

£11.00 - £12.00 per hour

**Base(s)**

Station Road Surgery

**Responsible for**

Reception staff

**Line manager(s)**

Administration Lead

**Accountable to**

Partners

**Job summary**

The post-holder, working in partnership with the practice team, will be the effective link between the reception team and the management. Responsible for the efficient implementation of practice policies, procedures and protocols by proactively identifying areas of improvement and development initiating necessary changes under the direction of management.

The post-holder may work with staff in our practice and Primary Care Network practices.

The role is pivotal to improving the quality of care and operational efficiencies so requires motivation and passion to deliver excellent service within general practice and primary care.

**Key responsibilities**

**Practice Development**:
Lead the reception team and ensure effective workstreams under direction from management.

Identify gaps and/or needs in current activities, propose, agree with management, and implement improvements.

Carry out assessment and audit of designated work areas reporting to management.

Ensure robust systems are in place to minimise risk and identify potential problems.

Act on areas within own remit relating to administrative effectiveness and evidence-based practice

Maintain professional development and be committed to participation in training and education.

**Patient and Community Services**

Supervise reception and admin staff

Co-ordinate reception service to the patient population within agreed guidelines

Produce and update practice information

Co-ordinate the receipt, circulation, and despatch of communications

Co-ordinate the provision of reception services and admin support for clinics and health promotion; maintain systems for recording attendance and service

**Human Resources**

Responsible for all reception staff

Participate and contribute to staff meetings; co-ordinate the agenda; implementation of action points from reception/admin meetings

Maintain and monitor staff rotas and work allocation systems; organise cover; authorise changes to rota

Participate in the recruitment and selection process for appointing new reception staff

Identify needs for own training and that of others; induction for new reception staff; draw up and co-ordinate induction and training programmes for new reception staff

Be aware of the importance of good employment practice and how this relates to reception teams; monitor policies and procedures against practice and/or external guidelines and report any problems

Operate practice discipline and grievance procedures for reception staff within guidelines; monitor and record time keeping, sickness, unauthorised absences etc. and reports problems with discipline and staff grievances

Contribute to appraisal procedures for performance review, appraisal or mentoring and promote values of schemes to reception/admin staff.

**Information and Management Technology**

Ensure systems for the flow of patient records around the surgery and integration of information into patient’s records are maintained

Supervise administrative data entry into manual or computerised records, for retrieval of information for searches and reports

Monitor accuracy of patient data

Identify potential problems to contribute to crisis management of computer systems

Identify deficiencies of the current computer systems and contribute to the project management of a new system or extension to the existing system.

**Relationships**

The post-holder will be required to work with a wide range of stakeholders.
- Patients and the public
- Practice clinicians and support staff
- PCN clinicians and support staff
- Secondary care, community, and other allied health professionals.

**Knowledge, Skills and Experience Required**
- Utilises skills in a range of routine situations requiring analysis/comparison of a range of options
- Recognises priorities when problem-solving and identifies deviations from normal pattern and is able to refer to management when appropriate
- Able to follow legal, ethical, professional and organisational policies/procedures and codes of conduct
- Involves staff and patients in decisions.

**Professionalism**
- Demonstrate understanding of the role and is able to implement this appropriately within the workplace
- Demonstrates ability to improve quality within limitations of service
- Reviews progress and develops clear plans to achieve results within priorities set by others
- Demonstrate ability to motivate self to achieve goals
- Provides a leadership style which is underpinned by strongly held values of the organisation and around equality, diversity, and openness; effectively builds and maintains relationships with direct reportee(s) and other key individuals across the organisation
- Promotes diversity and eq