Reception Shift Lead

4 weeks ago

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

Job Summary

We are seeking a highly organized and communicative Reception Shift Lead to join our dynamic team at Morris House Group Practice. As a key member of our reception team, you will be responsible for providing exceptional patient care, leading the team through positive role modeling, and ensuring the smooth operation of our reception services.

Main Duties and Responsibilities

  • Provide supervision and guidance to the reception team, ensuring they are equipped to deliver excellent patient care and administrative support.
  • Act as the communication link between the management team and reception staff, ensuring seamless communication and collaboration.
  • Support the Practice Manager, Assistant Practice Manager, and Operations Manager with continuous improvement change initiatives, ensuring the practice remains efficient and effective.
  • Ensure the reception team receives, assists, and directs patients in accessing the appropriate service or healthcare professional in a caring, courteous, and effective manner.
  • Lead the team through positive role modeling and example, promoting a culture of excellence and teamwork.
  • Ensure the implementation of practice procedures and policies, maintaining a safe and efficient working environment.
  • Provide general assistance to the practice team and project 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 queries and problems from patients, providing exceptional customer service and support.
  • 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, promoting a culture of continuous learning and development.

Person Specification

Qualifications

  • High level of numeracy and literacy as demonstrated through GCSE or A-level qualifications or equivalent.

Interpersonal Skills

  • Ability to coordinate and lead a team to achieve goals.
  • Exemplary communication skills with patients.
  • Ability to de-escalate situations and manage critical situations.
  • Ability to train and teach other staff.
  • Works well within a team, maintaining confidentiality and respect for colleagues.

Experience

  • Experience of working with others in a practice.
  • Experience of using IT in a working environment.
  • Knowledge of internal General Practice processes and procedures.
  • High level of ability to use EMIS.
  • Ability to meet tight deadlines and keep up with change.
  • Organisational and logistical skills.

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