Reception Shift Lead

5 months ago

London, United Kingdom Morris House Group Practice Full time

Job summary

We are looking to recruit a Reception Shift Leader to join our busy North London Practice. The ideal candidate will have initiative, enthusiasm, excellent communication skills and empathy with patients and colleagues. You will be well organised, reliable and have a flexible approach to team work.

The successful applicant will act as the first pointof call for questions and issues within reception and admin teams. As the namedlead for a shift the post holder will provide leadership, supervision andguidance for the team in order to help the practice deliver a caring andefficient service for our patients.

Main duties of the job

Main duties include:

Providing supervision and guidance to the reception and administration team, leading the team through positive role modelling and example

Acting as the communications link between the management team and the reception staff.

Resolving patient queries and problems

Skill required:

Ability to communicate and lead a team to achieve goals

Excellent verbal and written communication skills

Knowledge of internal General Practice processes and procedures

Advanced knowledge of EMIS

Ability to meet tight deadlines and keep up with change

About us

We serve approximately 13,500 socially and culturally diverse patients from a large modern healthcare centre in the vibrant borough of Haringey.

We are an innovative and educationally focussed practice and are looking for applicants with a similar working ethos to join our multidisciplinary team of dynamic and caring staff consisting of doctors, pharmacists, paramedics, nurses and healthcare assistants.

We are active in supporting the professional development and personal interests of our team and where appropriate ongoing study or courses will be supported, offering a lot of opportunities to develop your customer service skills

Full training will be provided including working protocols and procedures. You will work with an experienced team of administration staff as well as working closely with the medical team.

Job description

Job responsibilities

Major Duties and Responsibilities

Provide supervision and guidance for the reception and administration team. Act as the communication link between the management team and reception staff. Support the Practice Manager, Assistant Practice Manager and Operations Manager with continuous improvement change initiatives. Ensure that the reception team receive, assist and direct patients in accessing the appropriate service or healthcare professional in a caring, courteous and effective way. Lead the team though positive role-modelling and example. Ensure the implementation of practice procedures and policies. Ensure all daily duties are completed before end of day. Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors. Assist the practice in achieving target based functions such as Quality and Outcomes Framework or Locally Commissioned Services. Maintain a safe efficient working environment, have a thorough knowledge of practice procedures and ensure the reception team works in accordance with protocols. Resolve queries/problems from patients. Plan the reception rota together with the Operations Manager, ensuring there is adequate cover at all times, including during periods of staff absence and to accommodate lunch and staff breaks. Quickly resolve any IT issues including issues with printers, EMIS system, calling board and check in machine. Train new and existing staff to ensure they are able to undertake their role. Person Specification

Qualifications

Essential

High level of numeracy and literacy as demonstrated through GCSE or A-level qualifications or equivalent.

Desirable

Undergraduate degree Relevant diploma or other qualification in business, healthcare or management

Interpersonal Skills

Essential

Ability to co-ordinate and lead a team to achieve goals Exemplary communication skills with patients Ability to de-escalate situations and manage critical situations Ability to train and teach other staff Works well within a team maintaining confidentiality and respect for colleagues

Experience

Essential

Experience of working with others in a Practice Experience of using IT in a working environment Knowledge of internal General Practice processes and procedures High level of ability to use EMIS Ability to meet tight deadlines and keep up with change Organisational and logistical skills

Desirable

Knowledge of the wider context of the NHS and patient pathways Ability to solve IT and technical issues independently

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