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Reception Team Leader

2 weeks ago

Leicester, United Kingdom Manor Park Medical Practice Full time

**MANOR PARK MEDICAL PRACTICE**

**DR R WADHWA & PARTNERS**

**JOB TITLE: Reception Team Leader**

**REPORTS TO: Practice Manager and Assistant Practice Manager**

**HOURS: 37.5 hours per week/full time**

**JOB SUMMARY**
- To be responsible for the day-to-day management of reception staff and to ensure that all reception duties are completed.
- Creating reception rotas and ensuring these are distributed to reception staff in a timely manner and that all annual leave and sickness is covered appropriately.
- To ensure that the reception team delivers high quality customer service to ensure that all patients feel cared for.
- Training the reception team.

**JOB RESPONSIBILITIES**
- To ensure that all staff are trained appropriately and also signed off.
- To carry out inductions for new reception staff **.**:

- To ensure that all reception staff are up to date with mandatory training (e learning) as required **.**:

- To ensure that information from meetings is cascaded down to the team as appropriate.
- To lead the team in signposting.
- Allocate reception tasks and work appropriately amongst the reception team, ensuring that all work is completed and that any issues and/or backlogs are reported to management.
- To ensure appointments are booked appropriately.
- To monitor calls and in person interactions to ensure that high levels of customer service is provided to patients and visitors.
- To ensure regular monitoring of the number of calls received into the practice to support planning.
- To deal with more complex queries from patients and to act as a first point of contact for dealing with complaints, escalating management when appropriate.
- To assess and evaluate systems, recommending changes and improvements to the Practice

Manager.
- To support annual appraisals for reception staff.
- To ensure the reception area and waiting area is kept clean and tidy and to ensure notice boards are tidy and that material is up to date.
- To ensure infection control procedures are implemented and monitored for compliance in the reception areas.
- To Report any Health & Safety issues identified to the Management Team as soon as practicably possible, taking remedial action to ensure the safety of staff, patients and visitors until the issue can be rectified.

**Confidentiality**:

- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
- In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

**Health & safety**:
The post-holder will promote and maintain their own and others health, safety and security as defined in the practice health and safety policy, the practice infection control policy and the practice health and safety manual.
- Ensure that staff within the reception and administrative team adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management.
- Maintain an up-to-date knowledge of health and safety and infection control statutory and best practice guidelines.
- Using personal security systems within the workplace according to practice guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
- Making effective use of training to update knowledge and skills and initiate and manage the training of others.
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial/corrective action where needed
- Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised
- Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness, consistent with the scope of the job holder’s role.
- Undertaking periodic infection control training (minimum annually)
- Routine management of own team/team areas, and maintenance of workspace standards.
- Demonstrate due regard for safeguarding and promoting the welfare of children.

**Equality and diversity**:
The post-holder will suppo