Reception Team Senior

2 weeks ago

London, United Kingdom Oryon Full time

**About the role**
Being one of the first points of contact at Oryon Imaging, the Reception Team is essential in defining how patients and visitors experience our service. As a Reception Team Senior, you will be responsible for managing the reception area and the day to day running of it.

Leading by example, you will ensure the reception team projects a positive, friendly and professional image, and provide a highly personalised five-star service with exceptional attention to detail.
Reporting to the Operations Team Lead, you will manage the reception operations on a day-to-day basis, ensuring high customer service is always maintained, and working closely with the clinical department to ensure smooth running of our services.
You will be passionate about our core values and support our commercial objectives.
This is a full-time position that will require you to cover various shifts throughout the week, including weekends.

**Responsibilities**:
**Operations**
- Welcome patients and visitors in a warm and professional manner
- Ensure that the Reception team also provide a welcoming and professional service, coordinating the patient journey throughout their visit
- Assist patients with the check in process, providing information about their appointment
- Comfort patients by anticipating their needs and anxieties, answering any questions they may have. To identify and respond in a sympathetic and caring manner to patients who need extra attention.
- All team are wearing the correct uniform in line with Oryon Imagings uniform policy.
- Deal with telephone and direct enquiries in an efficient and polite manner
- Ensure that the Reception team deals with enquiries, in a prompt, accurate and effective manner.
- Manage the daily operations at reception and work closely with the clinical department to ensure smooth running of our services.
- Lead, motivate and develop the Reception team, with the assistance of the Operations Team Lead.
- Ensure public areas are maintained in order to enhance patient 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 report is generated on this.
- Identify and report any risk which has a potential adverse effect on Oryon Imaging's ability to maintain quality of care and the safety of patients, staff and visitors
- Ensure all the Reception Team have completed the daily and weekend checklists accurately.
- Overseeing that the Reception team are maintaining accurate patient records, recording and updating information on patient profile and notes.
- Managing the distribution of imaging reports to referrers ensuring that results are dispatched fulfilling clinical priority
- Oversee that the Reception Team are protecting patients privacy and confidentiality.
- To be responsible for stock control and ordering of supplies for the centre.
- To be the first point of contact for complaints in line with Company policy.
- Record complaints and incidents in line with Company policy
- Identify and report any risk which has a potential adverse effect on Oryon Imaging's ability to maintain quality of care and the safety of patients.
- Arrange collection of case and confidential waste at Dover St.
- Managing of the calendar daily and understanding what is happening at the centre daily.

**Working with the Operations Team Lead**
- Assist the Operations Team lead to review and implement Reception standard operational procedures.
- Assist with the Operations Team Lead with the preparation of rotas.
- Assist with the Operations Team Lead with the recruitment and appraisal process of Reception team members.
- Assist with the Operations Team Lead with new starter inductions and training for the Reception Team.
- Participate in projects, meetings and work schemes as directed by the Operations Team Lead.
- Adapt to and support any changes implemented to improve the service 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 and procedures including Mental Capacity Act (2015), Duty of Candour, Code of Confidentiality and GDPR.
- Assisting the Operations Team Lead to develop and maintain the Business Continuity Plans.

**Transition Period**
At Oryon we are continuously looking for ways to improve our service to our patients and customers. Whilst we 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 be responsible in ensuring that reception has adequate cover and to assist the clinical department in HCA duties, whilst maintain hi

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