Reception Team Lead/co-ordinator

THE GROVE MEDICAL GROUP

**The Grove Medical Group**

**JOB DESCRIPTION**
- **JOB DETAILS**

**Job Holder**:
**Job Title: Reception lead/co-ordinator**

**Grade: Agenda for Change, Band 4 (£23949 - £26282)**

**Reports to: Practice manager**

**Accountable to: Practice manager/Executive Partner**
- **JOB PURPOSE**

**To ensure the effective utilisation of all administration staff to provide first class service to all the clinicians/patients**

**To act as an integrated member of The Grove Medical Group Reception team demonstrating a flexible approach ensuring the needs of patients, carers and staff are fully met.**

**To provide support and direction on the delivery of IT processes for the practice within the reception team**
- **DIMENSIONs**

**To ensure a seamless, efficient IMT/reception service is provided to The Grove Medical Group team.**

**The individual will need to deal with enquiries, using own initiative and judgement whilst providing a timely response to all communications and possess a level of leadership skills**

**To act as an integrated member of the IMT/Reception team demonstrating a flexible approach to ensure that the needs of the Grove Medical Group are met.**
- **KNOWLEDGE TRAINING AND EXPERIENCE**:

- **The post holder will demonstrate a detailed knowledge of practice computerised information systems.**:

- **The post holder will ensure that all statutory requirements are met.**:

- **Demonstrate a high level of communication skills in dealing effectively with patients, carers and other staff members.**:

- **The ability to work effectively without supervision within a delegated area of work.**:

- **To understand the requirements of maintaining confidentiality.**:

- **To demonstrate a high level of accuracy, presentation of information and attention to detail.**:

- **To employ a flexible approach to working with the ability to prioritise and organise own time management.**:

- **To continue with own personal and professional development.**:

- **To ensure that all team members are trained to the required standards and skills are updated in accordance with the changing requirements of the practice.**:

- **COMMUNICATION**
- **To ensure effective communication between all departments and disciplines.**:

- **To respond appropriately and provide advice and support to staff.**:

- **To competently exchange information verbally electronically and in writing with patients, visitors and staff including the wider multi-disciplinary teams.**:

- **To acknowledge and accommodate barriers to communication and understanding including speech, hearing, language and emotion.**:

- **To deal with telephone enquiries and either resolve the enquiry directly or ensure the efficient transfer of the enquiry to the most appropriate person ensuring prompt and efficient action.**:

- **Maintain all patient notes and correspondence in accordance with practice procedure.**:

- **To liaise with external agencies and organisations as required.**:

- **ANALYTICAL AND JUDGEMENT SKILLS**:

- **To make effective decisions in relation to resource allocation, organisation of own work and the work of others.**:

- **Exercise judgement in response to enquiries concerning any aspect of reception duties.**:

- **Accurately record all information requirements - repeat prescriptions, home visits, new patients and support team with training in these areas.**:

- **Refer issues beyond scope of own responsibility to a senior member of staff.**:

- **PLANNING AND ORGANISATION**:

- **To take responsibility for the planning of own work.**:

- **To take responsibility for delegated areas, to include the recording of specific data onto the computer system.**:

- **To prioritise own workload.**:

- **Prioritising and achieving deadlines for clinics, surgeries**:

- **To arrange meetings with PPG in conjunction with reception lead, complete required actions and feedback to practice**:

- **Review and update teams training both mandatory and personal development**:

- **PHYSICAL SKILLS**:

- **Manual dexterity to ensure speed and accuracy when inputting patient/client data.**:

- **Management of all records and data.**:

- **To adopt a professional and helpful manner at all times.**:

- **PATIENT / CLENT CARE**:

- **To ensure patient confidentiality is maintained in accordance with national and local policy.**:

- **To adopt a professional and helpful manner at all times.**:

- **To provide information and support in a non-clinical capacity.**:

- **To deal efficiently with all patient administrative support**:

- **To deal efficiently with all patient enquiries and first line complaints management.**:

- **Prescription updates and training staff**:

- **Ensure appropriate use of Pharmacy HUB**:

- **Work in conjunction with the Nurse team as support in all areas - Childhood Immunisations s data, appointment planning, ordering and infection control Admin**:

- **POLICY AND SERVICE DEVELOPMENT**:

- **To adhere to all agreed Gr