Reception Team Leader

**Job Summary**

To lead, manage, develop and coach the reception team, ensuring all duties are performed effectively and to the required standard, meeting the objectives of the practice. Cover reception half the time and when the need arises possibly more time may be needed during unplanned absence, so adaptability is important. Work as part of the leadership team and carry out other duties as directed by the Assistant Practice Manager. To ensure all patients receive an excellent service from the team.
- **Please note this job is also on NHS Jobs and we are looking for General Practice and leadership experience.**_

**Main duties of the job**

This job is situated in a General Practice Surgery. If you are looking for your next challenge in leadership, this is the job for you. We are a dynamic practice in the flux of change where we are developing great people and providing a great service for our patients.

You will be on the front line of great patient care, demonstrating your level of service, dealing with challenges presented and leading from the front. You will be a great relationship builder, working with all levels of the team and the wider community. You will be an effective communicator and able to thrive in a busy and at times, stressful environment.

**You will have previous leadership and coaching/training experience that you can use effectively to support, nurture and develop a great team to achieve and deliver a wider practice plan.**

You will be flexible in your working hours and work as part of the reception team to provide leadership cover across the opening hours of the practice.

**The primary essential experience we are looking for in this role is that you have worked in general practice previously and have experience of raising and maintaining standards in a team.**

This role would also be looked upon as a succession role for an Assistant Practice Manager of the future.

About us

We're a growing Practice of over 12800 patients, we are in a constant change cycle to improvement. If you enjoy a challenge the Practice is a place to thrive.
- **Job description**_

Main Responsibilities

The list is not exhaustive but provides the expectations of the role. There may be a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.

Oversee the reception services of the practice, ensuring team achieve their responsibilities

Manage the reception team, supporting staff development with both training and coaching, provide guidance and direction through day to day issues and personal development plans, ensure staff are up to date with mandatory training

Completing staff appraisals/return to work interviews and other associated HR processes with leading a team

Identify training needs and develop modules to support

Compile reception staff rotas including daily dynamic changes

Review and update all reception procedures/policies as required - develop, implement, and embed efficient reception processes and procedures

Cash handling may be required

Support the leadership team in the compilation of practice reports and the practice development plan. Partake in audits as required

Act as a focal point for communication, advising reception staff on methods of communication and best practice deliver exceptional patient care

Effective and efficient complaint handling

Provide First Aid, Health, Safety and Fire Marshall duties

To be an IT champion troubleshooting any IT issues for the practice

Responsible for efficient use and management of phone system

Deputise for the Assistant Practice Manager during periods of absence

Coordinate and produce meeting agendas and record the minutes of meetings as required

Monitor and promote the use of the Friends and Family Test

Champion all ideas matter, encouraging staff to participate and make suggestions

Attend Patient Participation Group Meetings when required to represent practice
- Work in partnership with the GPs, ANPs and Practice nurses, acting as a focal point of communication between patients, GPs and other Reception and medical staff

Provide reception duties half your time and also more if in the event of sickness/absence

**Person Specification**
Skills and Knowledge
Essential
- Competent HR processes and skills
- Excellent communication skills (written and oral)
- Strong IT skills (generic)
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (Planning & Organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving & analytical skills
- Good coaching & development skills
- Ability to follow policy and procedure
- Flexibility of working hours

Desirable
- SystmOne user skills
- Understanding of risk assessments
- **Qualifications**_
Essential
- GCSE English (C or above) and at least three others
- Relevant Leadership experience of leading a team
- IT literate
- Excellent telephony and in perso