Reception Team Leader

To be responsible for the efficient management and direction of the reception team, ensuring all reception duties are performed effectively and to the required standard, meeting the objectives of the practice. Support the practice management team in promoting equality diversity & inclusion, and quality, safety and improvement. You will be responsible for setting and maintaining a positive, collaborative culture within the team and ensuring the team embraces change and continuous learning and development and carry out other duties as directed by the practice management team.You will also be required to work as part of the core reception team, to provide a point of contact for patients. To facilitate effective communication between patients and the Primary Health Care Team and to promote a positive image of the practice to its patients and service users.Main duties of the jobMange and oversee the reception services of the practice, ensuring staff achieve their primary responsibilities and objectives.Line managing all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training.Identify and deliver team training where requiredDevelop, implement and embed efficient reception processes and procedures .Act as a focal point for communication, advising reception and administrative staff on methods of communication and best practice.Provide initial guidance, advice and acknowledgement to patients who wish to complain. Support with de-escalation through the use of skilled communication and support the practice complaints lead with the gathering of relevant information.Oversee the use of the practice system(s) for online consultation and clinical and administration queries, ensuring this is supported and used effectively by the reception team as the main route of access to practice support for patients, regardless of the mechanism of access (i.e. walk-in/in-person, telephone, online) and across the full operational hours of the practice.Please note this is not a comprehensive list of all responsibilities, please refer to the Job Description attached for a full list.About usWe are Surrey Heath Community Providers Limited, which is a federation of 7 GP practices across 10 sites, covering a population of over 97,000 patients across Surrey Heath. We began in 2016 and now employ around 200 members of staff across our clinical and corporate support teams. Our services include Surrey Heath Primary Care Network, PRIMACY workflow management and Upper Gordon Road Surgery.As a GP Federation and Primary Care Network, we are proud to represent our member practices and to champion primary care by working with local general practice and system partners, in the provision of community based healthcare services. We are dedicated to providing safe and compassionate care to our patients across our range of primary care services in Surrey Heath and believe in continuous commitment to quality service delivery and positive patient outcomes.Patients are at the heart of everything we do, and we pride ourselves in ensuring our patients feel safe, supported, communicated with and respected, at a time when they may be feeling vulnerable.Our vision is to provide high quality, seamless health care that enables people to lead healthier lives, whilst feeling supported and cared for.Job responsibilitiesPlease see Supporting Documents for the full Job Description, list of responsibilities and Person Specification.Person SpecificationKnowledgeKnowledge of Microsoft Office packages e.g. PowerPoint, Word, Excel and other IT skills acquired through training and practical experience.Knowledge of NHS structures and organisational relationships.Experience using clinical systems, EMIS Web, DOCMAN, Rapid Health.SkillsExcellent verbal and written communication skills. Good listening and organisational skills. Clear, polite telephone manner.Experience of working with the public. Ability to work with minimum supervision. Ability to work within clear policy of confidentialityExcellent customer care skills. Disciplined and organised, with the ability to work under pressure and manage own time. Able to work as part of a team, co-operating to work together and willing to help and assist wherever possible and appropriate.Able to collect and collate data.Qualifications4 GCSEs (C and above) including English and Maths or equivalent.Educated to A-level / equivalent or higher, with relevant experience.NVQ Level 2 in Health and Social Care. Leadership or management qualification.ExperienceExperience of working with the general public.Experience of working within general practice in a reception capacity.Experience of leading and managing others.Experience of undertaking administrative duties.At least twelve months previous office experience.Experience of leading appraisals. Experience of quality improvement or change management.OtherHappy undertaking a Disclosure Barring Service (DBS) check.Disclosure and Barring Service CheckThis post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. #J-18808-Ljbffr