Reception Team Senior

1 month ago

London, United Kingdom Oryon Full time

ReceptionTeam Senior

About therole

Being one of the first points ofcontact at Oryon Imaging, the Reception Team is essential in defining howpatients and visitors experience our service. As a Reception Team Senior, youwill be responsible for managing the reception area and the day to day runningof it.

Leading by example, you willensure the reception team projects a positive, friendly and professional image,and provide a highly personalised five-star service with exceptional attentionto detail.

Reporting to the Operations TeamLead, you will manage the reception operations on a day-to-day basis, ensuringhigh customer service is always maintained, and working closely with theclinical department to ensure smooth running of our services.

You will be passionate about ourcore values and support our commercial objectives.

This is a full-time position thatwill require you to cover various shifts throughout the week, includingweekends.

**Responsibilities**:
**Operations**
- Welcome patients and visitors in a warm and professionalmanner
- Ensure that the Reception team also provide a welcoming andprofessional service, coordinating the patient journey throughout their visit
- Assist patients with the check in process, providinginformation about their appointment
- Comfort patients by anticipating their needs and anxieties,answering any questions they may have. To identify and respond in a sympatheticand caring manner to patients who need extra attention.
- All team are wearing the correct uniform in line with OryonImagings uniform policy.
- Deal with telephone and direct enquiries in an efficient andpolite manner
- Ensure that the Reception team deals with enquiries, in aprompt, accurate and effective manner.
- Manage the daily operations at reception and work closelywith the clinical department to ensure smooth running of our services.
- Lead, motivate and develop the Reception team, with theassistance of the Operations Team Lead.
- Ensure public areas are maintained in order to enhancepatient and visitor comfort.
- Ensure all payments are invoiced promptly and accurately.
- To have clear knowledge and understanding of our modalities,services and pricing, to be able to schedule patient appointments
- Ensure the daily huddle is completed daily and weekly reportis generated on this.
- Identify and report any risk which has a potential adverseeffect on Oryon Imagings ability to maintain quality of care and the safety ofpatients, staff and visitors
- Ensure all the Reception Team have completed the daily andweekend checklists accurately.
- Overseeing that the Reception team are maintaining accuratepatient records, recording and updating information on patient profile andnotes.
- Managing the distribution of imaging reports to referrersensuring that results are dispatched fulfilling clinical priority
- Oversee that the Reception Team are protecting patientsprivacy and confidentiality.
- To be responsible for stock control and ordering of suppliesfor the centre.
- To be the first point of contact for complaints in line withCompany policy.
- Record complaints and incidents in line with Company policy
- Identify and report any risk which has a potential adverseeffect on Oryon Imagings ability to maintain quality of care and the safety ofpatients.
- Arrange collection of case and confidential waste at DoverSt.
- Managing of the calendar daily and understanding what ishappening at the centre daily.

**Working with the Operations Team Lead**
- Assist the Operations Team lead to review and implementReception standard operational procedures.
- Assist with the Operations Team Lead with the preparation ofrotas.
- Assist with the Operations Team Lead with the recruitmentand appraisal process of Reception team members.
- Assist with the Operations Team Lead with new starterinductions and training for the Reception Team.
- Participate in projects, meetings and work schemes asdirected by the Operations Team Lead.
- Adapt to and support any changes implemented to improve theservice provided to patients, clinicians and staff
- Assist finance department with banking

**Compliance**
- Send out weekly results of patient feedback
- Assist the Operations Team lead with non-clinical audits,including Health and Safety, risk assessments and Fire Safety Audits.
- To adhere and have knowledge of essential policies andprocedures including Mental Capacity Act (2015), Duty of Candour, Code ofConfidentiality and GDPR.
- Assisting the Operations Team Lead to develop and maintainthe Business Continuity Plans.

**Transition Period**

At Oryon we are continuouslylooking for ways to improve our service to our patients and customers. Whilstwe undertake a new operational model, there will be a short transition period.This means the Reception Team will continue with their HCA duties. You will beresponsible in ensuring that reception has adequate cover and to assist theclinical department in HCA duties, whilst maintain high customer service.

About you
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