Reception Team Leader/supervisor

Job description and person specification
**Job title**

Reception Team Leader

**Line manager**

Reception Manager

**Accountable to**

Business Manager

**Hours per week**

37

**Job summary**

To be responsible for the efficient management and direction of the reception team, ensuring all duties are performed effectively and to the required standard, meeting the objectives of the practice.

To support the management team in promoting ED&I, SHEF, quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development, and to carry out other duties as directed by the management team.

The working pattern for the job are as follows:
Mon: 09:00 - 15:30

Tue: 10:00 - 18:00

Wed: 10:00 - 18:00

Thu: 10:00 - 18:00

Fri: 08:00 - 17:00

**Mission statement**

Chilcote Surgery is a well-established, forward-thinking General Practice operating from two sites in the seaside town of Torquay. Despite the challenges facing primary care, the practice has continued to thrive and currently employs a team of 13 GPs. Widely respected for our collaborative working, training, teaching and diversification, we embrace change and new technologies whilst maintaining the traditional model of offering a named GP for each of our patients.

**Primary key responsibilities**

The following are the core responsibilities of the Reception Team Leader. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.

The Reception Team Leader is responsible for:

- Overseeing the reception operation of the practice, ensuring staff achieve their primary responsibilities
- Identifying and delivering team training where required
- Supporting with staff rotas, when required.
- Reviewing and updating reception policies and procedures as required
- Supporting the management team in the compilation of practice reports and the practice development plan.
- Developing, implementing and embedding efficient processes and procedures.
- Supporting the practice managing requests from external organisations such as the local police, solicitors, DVLA and other agencies
- Updating the appointment system, when required, to reflect leave and other approved absences
- Providing initial guidance and advice to patients who wish to verbally complain
- Acting as a building fire marshal, ensuring evacuation lists are current and that the visitors’ log is used appropriately in conjunction with the fire safety wardens.

**Secondary responsibilities**

In addition to the primary responsibilities, the Reception Team Leader may be requested to:

- Deputise for the management team in times of absence.
- Partake in audit as directed by the audit lead
- Champion continuous improvement, encouraging staff to participate and make suggestions for CI initiatives

**Person specification -Reception Team Leader**

**Qualifications**

**Essential**
- GCSE English (C or above) and at least three others

**Desirable**
- Leadership and/or management qualification
- Educated to A-level/equivalent or higher, with relevant experience

**Experience**

**Essential**
- Experience of working with the general public
- Experience of administrative duties
- Experience of working in a healthcare setting

**Desirable**
- Experience of leading/managing a team
- Experience of providing appraisal writing and staff development

**Skills**

**Essential**
- Excellent communication skills (written and oral)
- Strong IT skills (generic)
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (planning and organising)
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure

**Desirable**
- EMIS user skills

**Personal qualities**

**Essential**
- Flexible and cooperative
- Motivated
- Initiative and judgement (knowing when to ask for help)
- Sensitive and empathetic in distressing situations
- Ability to work under pressure

**Other requirements**

**Essential**
- Disclosure Barring Service (DBS) check
- Maintain confidentiality at all times

Notes:
The job description and person specification may be amended following consultation with the post holder to facilitate the development of the role, the organisation and the individual.

All personnel should be prepared to accept additional, or surrender existing, duties, to enable the efficient running of the organisation.

**Generic responsibilities**

All staff at Chilcote Surgery have a duty to conform to the following:
**Equality, Diversity & Inclusion (ED&I)**

A good attitude and positive action towards ED&I creates an environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do and it is required by law.

**Safety, Health, Environment and Fire (SHEF)**

This organisation is committed