Reception Shift Lead

2 months ago

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

About Morris House Group Practice

Morris House Group Practice is a dynamic and caring healthcare organization serving a diverse patient population. We are committed to delivering high-quality patient care and services.

Job Summary

We are seeking a highly skilled and experienced Reception Shift Lead to join our team. The successful candidate will provide leadership, supervision, and guidance to the reception and administration team, ensuring the delivery of a caring and efficient service to our patients.

Main Responsibilities

  • Provide supervision and guidance to the reception and administration team, promoting a positive and supportive work environment.
  • Act as the communication link between the management team and reception staff, ensuring effective communication and collaboration.
  • Support the Practice Manager, Assistant Practice Manager, and Operations Manager in implementing continuous improvement change initiatives.
  • Ensure that the reception team provides excellent patient care, assisting and directing patients in accessing the appropriate service or healthcare professional.
  • Lead the team through positive role-modeling and example, promoting a culture of excellence and customer service.
  • Implement practice procedures and policies, ensuring compliance with regulatory requirements.
  • Ensure all daily duties are completed before the end of the day, maintaining a safe and efficient working environment.
  • Provide general assistance to the practice team, projecting a positive and friendly image to patients and other 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 and ensure the reception team works in accordance with protocols.
  • Resolve patient queries and problems, providing excellent customer service.
  • Plan the reception rota with the Operations Manager, ensuring adequate cover at all times, including during periods of staff absence and to accommodate lunch and staff breaks.
  • Quickly resolve any IT issues, including problems with printers, EMIS system, calling board, and check-in machine.
  • Train new and existing staff to ensure they are able to undertake their role effectively.

Person Specification

  • High level of numeracy and literacy, as demonstrated through GCSE or A-level qualifications or equivalent.
  • Ability to coordinate and lead a team to achieve goals, promoting a culture of excellence and customer service.
  • Exemplary communication skills with patients, with the ability to de-escalate situations and manage critical situations.
  • Ability to train and teach other staff, promoting a culture of learning and development.
  • Works well within a team, maintaining confidentiality and respect for colleagues.
  • Experience of working with others in a practice, with 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.
  • Organizational and logistical skills, with the ability to plan and prioritize tasks effectively.

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