Reception Team Leader

An exciting opportunity has arisen within the Patient Access Department for the position of a team leader across reception which is held within Gynaecology out-patients department.

The post holder will be experienced in using systems such as Meditech, Intouch, CRIS and Masey and will be an excellent role model and first point of escalation for the reception team.

The reception team leader will be required to work across site between Liverpool Women's Hospital and Aintree Hospital.

Liverpool Women’s NHS Foundation Trust delivers the highest standards of care for women, babies and families. Each year we deliver over 7,500 babies, carry out over 49,000 gynaecological inpatient and outpatient procedures, care for over 1,000 poorly & preterm newborns, perform around 1,000 IVF cycles and have over 4,000 genetic appointments taking place. We believe that this along with a strong dedication to research & innovation makes us thespecialist health provider of choice in Europe for women, babies and families.

We have some of the leading experts in their field, which has been showcased on national TV and news, making our teams famous across the world for professionalism, skill & compassion.

The Trust is constantly innovating and evolving it’s services to provide the most cutting edge and modern care possible. As well as developing services on our current site we have long-term aspirations for the future. We have recently launched a number of new strategies which provide a detailed long-term plan for our services.

Check out why Liverpool Women’s NHS Foundation Trust is a great place to work using the links below:

- To manage the team, ensuring that all appropriate services are involved. This includes highlighting problems or delays and escalating them to the Reception Manager.
- To be part of the Reception desk rota with the additional responsibility of supporting the team with training and problem solving.
- Updating systems (e.g. Meditech & in-touch) to meet the needs of service demands i.e. ensuring the booking out is completed within required turnaround.
- Ensure effective allocation of reception staff within the team to maximise effectiveness.
- Ensure performance of the team is monitored and make changes when necessary to ensure effective utilisation of resources.
- To implement Trust policies and local directorate procedures for own area.
- To exercise independent judgement when dealing with enquiries from patients, staff, relatives and Healthcare Professionals and resolving where possible.
- Responsible for reception staff recruitment and retention, including shortlisting, interviewing, local induction, mandatory training, absence management, appraisal, disciplinary and capability procedures.
- To ensure that the reception service is adequately staffed at all times, organising staff rota and working hours.
- To ensure good communication and effective relationships are maintained both within the reception team and with health professionals, internal and external, to provide an effective service.
- To receive regular communications and deliver to the reception team
- Validation of Booking Out Spreadsheet.
- To line manage members of the reception team, including compliance with standard operating procedures.
- To support the Reception Manager by ensuring resources are used appropriately.
- To lead and motivate a team of Reception Clerks covering LWH/Aintree sites across Out-patients, Antenatal, Fetal Medical Unit and Bedford Centre.
- To deputise when required and as appropriate for the Reception Manager.
- To perform departmental audits.
- To oversee the booking/action of routine Gynaecology, Antenatal, Genetics and Physiotherapy appointments following patient attendance or DNA.
- To provide line management support to the Reception Clerks, maintaining staff records in relation to sickness, absence, training etc.
- To oversee the Reception Clerks workload ensuring prioritisation of workload and cover in times of absence.
- To work with the Reception Manager to hold regular monthly meetings and daily briefings to foster development of the Reception team.
- To be a ‘super user’ of Meditech, ERS and CRIS with regard to appointment scheduling and clinic management, providing expert knowledge and support to the Reception Team.
- To assist with training and development of Reception Staff.
- To ensure appropriate management of patients who DNA (do not attend).
- To ensure that the needs of patients with additional requirements (e.g. disability, interpreter, etc.) are appropriately met.
- To act as the first point of escalation for the Reception Clerks to deal sensitively with any concerns, complaints or issues raised during patient attendance to Out-Patient Clinics.
- In conjunction with the Reception Manager, to be responsible for the recruitment of temporary or permanent Reception Staff.
- To ensure national, Trust and departmental policies and procedures are understood and adhered to by the Reception te