Lead Receptionist

The lead receptionist is responsible for the smooth day to day running of the reception services and area and providing the link between the practice manager and the reception team. Whilst being responsible for the management of a team of 6 receptionists, the lead receptionist will work closely with the practice management team to ensure the development of the services and staff is tackling the required objectives. Responsible for ensuring all protocols, policies and timescales are met efficiently.

In addition to daily reception duties you will;
- To prepare the agenda, minute and chair a monthly reception brief and disseminate the information appropriately
- Manage the rota for the reception team, ensuring all holidays and sickness is covered
- To amend the appointments when necessary (usually when instructed by the practice manager or clinicians)
- To play a lead role in the induction of new receptionists as per the practice policy
- To notify the practice manager of any reduction in staffing levels that may effect reception running smoothly
- To be responsible for informing all patients, visitors and outside agencies if and when the practice needs to close for training or meetings.
- To ensure the telephones are switched over to the appropriate place on bank holidays.
- Be the first point of call when possible for reception staff with a query and patients with any comment or complaint that is of a more complex nature.
- To take an active role in the QOF/Salford Standard and other targets and monitor multiple indicators.
- To feedback on a regular basis to the practice manager any changes that may be appropriate.
- To play an active part in Information Governance/GDPR
- Monitor workflows and complete background tasks such as registration links and GP2GP transactions.

**Patient Service and Work Ethic**
- To be helpful and friendly at all times
- To be prepared to act as the pathway of communication between receptionists and clinicians
- To work flexibly as part of the surgery team to ensure the effective delivery of health care to patients
- To provide the highest level of customer / patient service to patients, members of the public, clinicians and other agencies as the first point of contact both face to face and on the telephone.
- To use the clinical system efficiently and update information in line with practice policies
- To liaise with colleagues from secondary care and other providers to ensure smooth communication
- To report any ideas for improvement to the practice policies to the practice manager for consideration
- To be aware of the security measures in the practice and implement at all times
- To lead by example on reception
- To come to work in acceptable attire and maintain the highest levels of personal hygiene.
- Maintain good working relationships and understand that it is your responsibility to work harmoniously with colleagues.
- To report any incidents where a high level of service could not be achieved to the practice manager immediately so this can be followed up with the relevant parties.
- Take reasonable care of his/her own safety and that of other persons who may be affected by his/her act or omission.
- Maintains a caring environment through the support of colleagues.
- Effectively manages own time, workload and resources
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognize people’s needs for alternative methods of communication and respond accordingly

**Educational**
- To attend relevant training as decided by the Senior Partner and the Practice Manager both mandatory and otherwise.
- To attend practice meetings and one to ones and the reception brief
- Identify personal development and training needs in conjunction with the Practice manager at appraisal, one 2 ones or otherwise
- To participate in the practice appraisal scheme
- To share your good practice and newly learned skills with your colleagues and promote the practice as a learning environment

**Essentials**

**Qualifications**:
Must be educated to a GCSE standard or similar

Knowledge

Must have good It skills, including basic knowledge of Microsoft systems

Must have excellent communications skills both for telephone and face to face communication

Must be able to speak, read and write English

Experience

Experience in a General Practice reception environment is desirable.

Other

Team Player

Flexible

Enthusiastic

Excellent time management skills

Physical and Mental

Required to use a VDU each day for prolonged periods

Required to undertake in long periods of concentration

Could be exposed to distressing situations

Occasionally required to overcome resistance by using advanced communication skills

Is expected to work, sometimes alone in a busy reception which can be a pressured environment

**Job Type**: Part-time
Part-time hours: 32 per week

**Salary**: £11.00 per hour

Schedule:

- Monday to Friday

**Experience**:

- GP Practice: 1 year