Reception Ream Lead

**Little St John’s Surgery**

**JOB DESCRIPTION**

**JOB TITLE**: **Reception Team Lead**

**REPORTS TO**:Management Team**

**HOURS**: _As per contract plus cover for holiday & sickness as required_

**Reception Team Lead Job summary**:
To ensure the effective day-to-day management of the Reception team in accordance with current practice policies and procedures, legal and professional requirements. Exemplary customer service is key to this service and this post is responsible for ensuring that staff are adequately trained and equipped to consistently deliver a high level of service delivery to all patients.

**PRINCIPAL DUTIES AND RESPONSIBILITIES TO INCLUDE**:
**CARE NAVIGATING DUTIES**
- Be able to cover all care navigator positions as necessary.
- Ensure that New Patients complete GMS1 and practice registration forms.
- Ensure that all relevant team members are informed about patients who have died and the necessary paperwork is completed.
- Monitor ‘Spine’ demographic patient differences and keep our records up to date.
- Ensure TRs are entered and removed correctly.
- Make sure that the waiting room kept is smart and tidy throughout the day.

**TELEPHONE & COMMUICATION**
- Ensure all telephone and general enquiries are handled in a professional manner by the team in accordance with Practice protocol.
- Ensure appointments for patients are made in accordance with practice protocols
- Ensure that messages and requests for visits are recorded and that the appropriate doctor or team members receive them in accordance with Practice protocol.
- Ensure that any tasks requested by the clinical team are carried out including informing patients of their results and arranging appointments.
- Liaise with hospital and community staff as required.

**ADMINISTRATION & HR**
- To have a thorough knowledge of all practice policies and procedures.
- To work in accordance of written protocols.
- Close liaison with the PCN Care Coordinator and support as required.
- Update Reception protocols and procedures.
- Reception head trainer.
- Manage Reception team rotas and organise cover as and when required.
- Carry out annual team appraisals and reviews.
- Deductions of patient records when patients leave the practice.
- Ensure GP Links are monitored and kept up to date.

**IT & COMMUNICATIONS**

Management and coordination of all IT & Telecommunication aspects for the practice
- Have full working understanding of clinical system.
- Have a working knowledge of all software and hardware used at the practice.
- Deal with all IT problems and be the first point of contact to troubleshoot any problems within the practice.
- Support staff / Locums in use of IT system and provide additional training and support where required
- To provide continued support staff in resolving simple problem with PCs and printers.
- Control peripheral software packages running updates, reports and associated administration.
- Oversee electronic patient call system and electronic posters/advertising.

**PERSONAL RESPONSIBILIITES**

**Personal/Professional development**:

- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
- Taking responsibility for own development, learning, and performance and demonstrating skills and activities to others.
- Ensure that all mandatory training is completed and kept fully up to date

**Other Tasks**
- Management of Call Recording system
- Ensure building security - have thorough knowledge of doors/windows/alarm.
- Ensure that all mandatory training is completed by the Reception Team on time and kept up to date
- Any other tasks or duties allocated by Management Team or GP Partners

**_*NOTES _**
- This is not intended to be an exhaustive list of responsibilities, and it is expected that you will participate in a wide range of activities as and when required by the Management Team & Partners._

**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, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures. This will 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.
- Actively reporting of health and safety hazards and infection hazards immediately when recognised.
- Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder’s role.
- Undertaking periodic infection con