Senior Receptionist

We are seeking an experienced senior receptionist to join our team, working Monday to Wednesday, 8am - 4pm. This is a 12-month fixed term maternity cover post. You will be working alongside our other senior receptionist who works Wednesday to Friday. The full job description is as set out below:
**Senior Receptionist - The Osmaston Surgery**

**(Part time 22.5 hours/week - 12 months Fixed term Maternity Cover)**

Agenda for Change (AFC) banding 4

Responsible to: Practice Manager & Partnership

Accountable to: Practice Manager

**Job Purpose**

Responsible for the day-to-day supervision and management of all reception staff and associated functions.

Ensure all reception functions are carried out in accordance with agreed procedures, protocols and timescales; delivering both quality services to patients; and quality support services to the medical, nursing and administrative staff within the practice.

**Key Responsibilities**

**Team Leadership of the Reception team**

The post holder will:

- Provide supervision of the reception team. This will include; assisting staff in developing personal development plans, keeping records of annual leave and sickness absence, dealing with grievances, identifying development needs and arranging appropriate staff training. Liaising with the Practice Manager; and / or partners in these matters where appropriate
- Develop and maintain performance management and quality management reporting systems to form an integral part of the internal staff appraisal process
- Undertake regular skill audits to identify any skill gaps
- Participate in reception team recruitment, induction and training in conjunction with the Practice Manager
- Lead regular Reception team meetings ensuring accurate minutes are distributed to all members of the reception team
- Organise reception team rotas to ensure the practice provides a safe, effective and quality service to the patients and practice team at all times. This will include managing absence due to annual leave and sickness and working pro-actively to ensure the continuance of an effective service
- Perform a crisis resolution function at times of sudden and unexpected staff absence. This will include re-arranging staff hours at short notice, re-arranging appointments and working in reception to assist existing staff
- Ensure all practice policies are followed and accurate records are kept by all members of the reception team, with particular reference to: appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths

**Staff Training**

The post holder will:

- Training of all new and existing reception staff in use of IT Systems, including confidentiality, data input, repeat prescribing, electronic communications and dealing with pathology reports. IT training should be planned and delivered in conjunction with the Clinical Services Manager who has overall responsibility in this area.
- Training of all new and existing reception staff on customer service skills, including dealing with the public; both face to face and on the telephone. This will include handling complex, sensitive or intimidating situations.
- Training of all new and existing staff on all practice policies and procedures relevant to their role in the team.

**Patient Services**

The post holder will:

- Deal with complaints in accordance with practice complaints procedure, escalating to Business Services Manager if not resolved at verbal complaint level.
- Co-ordinate urgent requests for and from a doctor
- Deal with requests to change doctor
- Set up and maintain computerised appointment system for all services
- Ensure adequate staffing for patient services
- Ensure systems in place for co-ordinating notes and recording of data
- Maintenance of practice list including addition of new patient registrations and deducting patients that have left and updating changes of address and telephone contact details
- Maintaining a record of temporary residents who use the service of the practice
- Monitor and report on DNA Rates and take pro-active actions to minimise the number of missed appointments

**Information and Communication**

The post holder should recognise the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members
- Community effectively with patients and carers
- Recognise people’s needs for alternative methods of communication and respond accordingly
- Ensure communication systems are running smoothly, and doctors and reception staff are kept fully informed of changes in procedures
- Assist with production and upkeep of practice procedures relating to reception
- Manage paperwork systems, including post, internal and external
- Act as a central source of information
- Liaise with other members of the primal health care team, outside agencies and practice volunteers as required

**Quality and contribution towards the implementation of services*