Medical Reception Team Leader

**Job overview**

Central Medical Centre is a well-established General Practice based in Morden Surrey providing care to 9500 patients in the local community. The practice is close to Morden town centre, which has good public transport links.

We have an exciting opportunity for someone to join our multidisciplinary team to support our clinical team and patients.

**Main duties of the job**
- To be responsible for the leadership and supervision of the reception team, ensuring all reception duties are performed effectively and to the required standard
- To act as part of the reception team in dealing with patients and visitors in an efficient and courteous manner
- To provide an effective and polite telephone enquiry service

To proactively communicate information between relevant patients, doctors and professionals, other members of the health care team.

**About us**

The practice is based over 3 floors and provides full DDA access to the ground floor. We are a team of 40 staff and have links with other local practices and healthcare providers.

We are forward thinking and constantly striving to provide and offer a high level of care to our patients.

The team work closely together to support each other in a friendly and welcoming atmosphere.

**Job responsibilities**

**MAIN DUTIES AND RESPONSIBILITIES**

1. To assist the doctors and other clinicians in the provision of a high quality service.

2. Pro-actively participate in and manage the reception team on a day-to-day basis to ensure the team is working efficiently. Ensure the smooth running of the reception area and reception team. Seeking advice from the Practice Manager and the Operations & IT Manager as appropriate. Ensuring that any significant issues are escalated as appropriate in a timely manner.

3. Manage all queries as necessary in an efficient manner.

4. Maintaining and monitoring the practice telephone and appointment system. Ensuring that all team members deal with calls efficiently and in a timely and appropriate manner and politely. Deal with any issues arising from this and to take appropriate actions.

5. Answer incoming phone calls, transferring calls or dealing with the callers request appropriately and signposting patients to the correct service / department / person.

6. Initiating contact with and responding to, requests from patients, team members and external agencies and directing requests for information to the correct person / team.

7. Opening & locking the Practice as required. Ensuring that procedures are followed by reception regarding security and confidentiality.

8. Greeting patients and visitors to the practice in a courteous and efficient manner and dealing with them in line with practice procedures.

9. Answering general enquiries and making new and follow up appointments.

10. Overseeing & participating in the process re receiving and recording requests for home visits.

11. Process personal, telephone and e-requests.

12. Book transport for patients having to attend hospital appointments.

13. Book translation services for patients as required.

14. Maintaining supplies of stationery in the reception area and doctors rooms and ordering of such supplies via PCSE portal e.g. prescriptions, hand held prescription pads, registration forms etc.

15. Oversee and participate in the registration of new patients including data entry of new and temporary registrations and relevant patient information as required.

16. Input data into patient’s healthcare records as necessary.

17. To produce, maintain and participate in the receptionist Rota including organising cover for absent reception staff including the authorisation of reception overtime in line with pre-agreed parameters.

To highlight the need for cover due to leave/sickness and other absences within the team and if necessary to arrange this once approved.

18. To approve requests from receptionists for annual leave in association with the Practice Manager and Operations & IT Manager.

19. To ensure that all leave taken by the reception team is accurately recorded. To ensure that the correct amount of leave is taken and not exceeded.

20. To ensure that staff absence are accurately recorded and that the Practice Manager and Operations & IT Manager are informed.

21. To act as the first point of contact for patients wishing to give feedback and to try to resolve issues to a satisfactory conclusion avoiding the need for escalation.

22. To ensure that reception team comply with the practice dress code including the wearing of name badges.

23. Ensure that reception team comply with all policies and protocols and deal as appropriate with non-compliance.

24. To participate in the appraisal process for the reception team members.

25. Identify and provide team training where required for both new and existing members of the reception team.

26. To support reception staff development, providing guidance and direction, ensuring staff are up to date with mandatory train