Reception Team Leader

**Job Summary**

The role is primarily line leading and supervising the practice reception team in carrying out day to day activities.

The post holder will work closely with (and under the direction of) the Service & Practice Manager to provide the continual improvement of standards across a wide range of administrative activity, as well as providing an element of cover or source of advice in the event of their absence.

Previous primary care experience is essential.

The post holder will:

- Be an experienced supervisor and leader of staff, providing leadership to the reception team.
- Have excellent service, leadership, communication and project management skills.
- Ability to effectively manage change.
- Ability to work under pressure whilst coping with day-to-day problems
- Exhibit safe, professional decision-making and high level of care for patients within the Practice.
- Work collaboratively with the wider Practice team to meet the needs of our diverse range of patients.
- Support the delivery of required policy and procedures.

In order to work at this level full enhanced DBS clearance must be met.

**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 upon factors such as workload and staffing levels:

- To provide day-to-day support, leadership, first line management 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.
- To provide communications between patients, doctors and other staff.
- Support Management in the running of elements and/or services within the practice e.g. compliance with CQC, Health and Safety audits etc.
- Support the practice manager in the reviewing and updating of practice policies and procedures.
- Work with management and other members of the practice 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, and using IT systems and software.
- To undertake specific assigned tasks, project support, or development work which may arise during changes to the NHS.
- To 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.
- To be a point of contact for staff and patient queries and concerns.
- The greeting of patients, dealing with their enquiries in a courteous and polite manner.
- Dealing with patient complaints relating to front desk/reception services.
- Making appointments and booking patients in for surgeries and clinics.
- Ensuring the phones are answered 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.
- Making appointments: offering and arranging the appointments for doctors, helping to arrange clinics.
- Ensure the effective use of clinical systems, IT programmes and other systems used throughout the practice.
- Providing support and ensure training for current and new staff is carried out.
- Training of staff on practice IT systems as necessary.
- To promote Equality and Diversity and Health and Safety in themselves.

**TRAINING AND DEVELOPMENT**
- Taking responsibility for own development with relevant evidence-based knowledge and competence in all aspects of the role to meet clinical governance guidelines for Continuing Professional Development (CPD) and a Personal Development Plan (PDP).
- Stay up to date through attendance at any courses and/or study days necessary to ensure that professional development requirements are met, demonstrating skills and activities to others who are undertaking similar work.
- Subject to a performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
- Work closely with other clinical staff and administrative managers in the setting up and/or improving of practice systems for monitoring/measuring performance against Clinical Governance and Quality Indicator targets

**GOVERNANCE**
- Utilise the audit cycle as a means of evaluating the quality of the work of self and the team, implementing improvements where required.
- Work with other teams on improving the quality of service and patient care, in response to local and national policies and initiatives as appropriate
- Support and participate in shared learning across the practice and wider organisation
- Manage, review and identify learning from complaints, incidents and near-miss events relating to the practice, team and self.
- Ensure compliance with policies, procedures and