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Site Lead

4 months ago

Bushey, United Kingdom Manor View Practice Full time

**JOB TITLE: Site Lead**

**REPORTS TO: People Operations Manager**

**HOURS: Monday - Friday 08:00-16:00, 1-2 shifts per week 11:00-19:00 on a rotating basis**

**Location: Manor View Practice in Bushey.**

**Salary - £13.00+ depending on experience**

**Job Summary**:
We are currently seeking a highly organised, detail-oriented, and customer-focused individual to join our team as a Site Lead in our busy GP practice. As a Site Lead, you will play a pivotal role in ensuring the smooth and efficient operation of the reception area while providing excellent customer service to our patients. If you have previous experience in a healthcare receptionist role, possess strong leadership skills, and thrive in a fast-paced environment, we encourage you to apply.

**Responsibilities**:
**1. Reception Area Management**:

- Oversee the daily operations of the reception area, ensuring a welcoming and professional environment for patients, visitors, and staff.
- Coordinate and prioritise tasks for reception staff, ensuring efficient patient flow, timely appointment scheduling, and prompt response to inquiries.
- Monitor and manage the appointment schedule to optimise clinical time, minimise wait times, and handle urgent or walk-in cases effectively.
- Act as a point of escalation for complex patient inquiries, complaints, or challenging situations, providing resolutions and ensuring patient satisfaction.
- Maintain knowledge of clinic policies, procedures, and services to provide accurate and up-to-date information to patients and staff.

**2. Patient Registration and Record Management**:

- Train and support reception staff in registering new patients, verifying insurance details, and updating existing patient records.
- Ensure compliance with data protection laws and patient confidentiality protocols in all aspects of record management.

**3. Customer Service and Communication**:

- Lead by example in delivering exceptional customer service to patients, addressing their inquiries, concerns, and requests promptly and professionally.
- Develop and maintain positive relationships with patients, visitors, and staff, fostering a patient-centric and friendly atmosphere in the practice.
- Coordinate effective communication within the reception team, as well as with other departments, physicians, and external stakeholders.
- Regularly review and update reception protocols, procedures, and training materials to ensure consistent and high-quality service delivery.

**4. Administrative Support**:

- Provide administrative support as needed, including managing incoming and outgoing correspondence, filing documents, and maintaining office supplies inventory.

**5. Leadership and Team Management**:

- Supervise and train reception staff, ensuring they are well-informed, skilled, and motivated to deliver excellent customer service.
- Conduct regular performance evaluations, provide feedback, and identify opportunities for professional development.
- Foster a positive and collaborative work environment, promoting teamwork, effective communication, and a strong work ethic.

**6. Site Leadership**
- Ensure all staff are aware of the management of the premises, including health and safety aspects and undertake risk assessments and mandatory training as required.
- Providing initial guidance and advice to patients who wish to verbally complain.
- Managing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
- Acting as building fire marshal, ensuring evacuation lists are current and that the visitors’ log is used appropriately.
- Managing stationary and equipment maintenance.

**Requirements**:

- Previous experience in a healthcare receptionist role, preferably in a GP practice or similar healthcare setting.
- Excellent interpersonal and communication skills, with the ability to interact professionally and compassionately with patients and staff.
- Strong organisational skills and attention to detail to manage multiple tasks, prioritize effectively, and meet deadlines.
- Proficiency in using electronic health record systems and computer skills for patient registration and record management.
- Leadership abilities, including the ability to delegate tasks, mentor and motivate team members, and resolve conflicts effectively.
- Knowledge of medical terminology, clinic procedures, and healthcare regulations is advantageous.
- Flexibility to adapt to changing situations and willingness to support the team in various tasks.

**Job Types**: Full-time, Permanent

**Salary**: From £13.00 per hour

**Benefits**:

- Company pension
- Employee discount
- Free parking

Schedule:

- Day shift
- Monday to Friday

**Experience**:

- Medical Receptionist in a GP Practice: 2 years (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person