Reception Shift Lead

1 month ago

London, Greater London, United Kingdom Morris House Group Practice Full time

About the Role

We are seeking a highly organized and communicative Reception Shift Lead to join our dynamic team at Morris House Group Practice. As the first point of contact for patients and staff, you will provide exceptional customer service, ensuring a smooth and efficient experience for all.

Key Responsibilities

  • Provide supervision and guidance to the reception and administration team, promoting a positive and productive work environment.
  • Act as the communication link between the management team and reception staff, ensuring seamless information exchange.
  • Support the Practice Manager, Assistant Practice Manager, and Operations Manager with continuous improvement initiatives, driving change and innovation.
  • Ensure the reception team provides excellent patient care, assisting and directing patients to access the appropriate service or healthcare professional.
  • Lead the team through positive role-modeling and example, promoting a culture of excellence and teamwork.
  • Implement practice procedures and policies, maintaining a safe and efficient working environment.
  • Provide general assistance to the practice team, projecting a positive and friendly image to patients and visitors.
  • Assist the practice in achieving target-based functions, such as Quality and Outcomes Framework or Locally Commissioned Services.
  • Maintain a thorough knowledge of practice procedures, ensuring the reception team works in accordance with protocols.
  • Resolve patient queries and problems, providing empathetic and effective solutions.
  • Plan the reception rota with the Operations Manager, ensuring adequate cover at all times, including during staff absence and breaks.
  • Quickly resolve IT issues, including printer, EMIS system, calling board, and check-in machine problems.
  • Train new and existing staff to ensure they can undertake their roles effectively.

Person Specification

  • High level of numeracy and literacy, demonstrated through GCSE or A-level qualifications or equivalent.
  • Ability to coordinate and lead a team to achieve goals, with exemplary communication skills and the ability to de-escalate situations.
  • Experience of working with others in a practice, using IT in a working environment, and knowledge of internal General Practice processes and procedures.
  • High level of ability to use EMIS, with the ability to meet tight deadlines and keep up with change.
  • Organisational and logistical skills, with the ability to work well within a team, maintaining confidentiality and respect for colleagues.

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    London, Greater London, United Kingdom Morris House Group Practice Full time

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