Reception Lead

**General Reception Duties**: As the Lead you will oversee the delivery of and, when required particpate in the delivery of - Care-navigate / signpost patients to the most appropriate health care professional ensuring appointments are allocated where required in line with practice protocol and procedure. Conduct telephone and face to face contact with patients in a professional, friendly and helpful manner. Ensure distressed or bereaved patients are dealt with sensitively and appropriately, escalating where required to a Manager or Clinician. Take messages in an efficient and effective manner from both patients and GPs ensuring responsibility is retained until successfully handed over / recorded / relayed.

Be aware of and abide by all information governance requirements in respect of data protection and confidentiality. Regularly check and update noticeboards with patient information, ensuring incorrect or out of date information is removed immediately and information is displayed appropriately and safely. Talk to patients to try to resolve issues before they become a formal complaint. Notify Practice Manager of any complaints or concerns from both practice staff and patients.

Follow complaints procedure at all times. Process new patient registrations and promote digital / new services and initiatives at every opportunity. Book appointments with the clinical team ensuring that patients are being seen by the correct clinician for their needs. Deal with home visit requests appropriately.

Deal with emergency presentations appropriately. Ensure that the correct appointments are booked at all times and that patient records are checked to ensure incorrect or missing information or overdue / outstanding appointments are addressed. Take part in the practice uptake encouragement initiatives with patients which contribute to Quality Outcomes Framework and other Quality Framework requirements. Receive visitors and deliveries, ensuring protocol is followed at all times, especially where temperature sensitive items are delivered.

Ensure all staff sign and in and out daily. Maintain the handover diary to ensure information is passed to others at the start and end of your shift. Ensure that safeguarding and child protection requirements are maintained, ensuring that an awareness of the policies and procedures in in place as well has reporting any concerns immediately.