Reception Team Leader

Job summary

We are looking to recruit an additional Reception Team Leader to support and assist our existing one in post to offer additional support to our friendly reception team.

Hours of work hours per week (between 0800-1900) Monday-Friday - flexibility will be required for this role.

Training will be given, however we are looking for someone that already has some experience in leading a team, preferably experience in working in a GP Practice and experience using EMIS web clinical system.

We are looking for an enthusiastic individual who can adapt to change and learn new skills with support from the management team.

We encourage our staff to undertake and embrace new ways of working appropriate to the every changing face of the NHS.

Main duties of the job

Ensure that you work effectively within the team ensuring effective organisation. Ensuring that all reception/admin staff work to agreed procedures and perform their role effectively. This will involve performance managing staff in an effective way. Organising GP/Nurses/Reception/Admin rotas, availability, allocations, changes to ensure adequate staffing for patient services Managing sickness absence such as cover and assisting in return to work interviews Co-ordinating leave requests to arranging staff holiday rota Responsibility for organising cover for holidays, sickness and other leave requests Training of new reception staff by organising and overseeing the induction training and ongoing reviews Attend staff meetings Communicate effectively with other team members & patients Deal with complaints in accordance with Practice Complaints Procedure Providing relief cover for reception when necessary Any other activities such as shall be reasonably requested by the PM, DPM, Doctors and other clinical staff Management of GP2GP/Inbound new patient records online consultation platform management ADHOC duties as required

About us

Our GP practice has been going through some very positive changes in the past 12 months, from introducing new ways of working and forward thinking at a varied workforce required to meet future needs for us and our patients. we have additional GP support/allied clinicians are working for the practice. We have a caring and supportive ethos within the practice.

We have 11,800 patients

5 GP Partners; 5 Salaried GPs

Practice Manager and Deputy Practice Manager

1 Clinical Pharmacist, 1 Pharmacy Technician

4 Practice Nurses

1 Health Care Assistant & 1 GPA

Administration staff consisting of 1 Reception Team Leader, Receptionists, Secretary, 3 x Care Co-ordinators.

We offer automatic enrolment in NHS Pension scheme, Holiday entitlement 5 weeks pro-rata

We work within our PCN Primary Care Network (SMASH)

Job description

Job responsibilities

JOB DESCRIPTION

JOB TITLE:​ RECEPTION TEAM LEADER

REPORTS TO:​ PRACTICE MANAGER

HOURS:​ hours per week

Job Summary:

Responsibility for the day to day supervision and management of all reception/admin staff and for ensuring the smooth running of the reception area ensuring all functions are carried out in accordance with agreed procedures, protocols and time-scales Job Responsibilities: General Management responsibilities: Ensure that you work effectively with the other Reception/Admin team ensuring effective organisation and hand over and a fair share of the responsibilities of the role. Ensuring that all reception/admin staff work to agreed procedures and perform their role effectively. This will involve performance managing staff in an effective way. Listening and responding to issues raised by the team Organise GP/Nurses/Reception/Admin Rotas, availability, allocations, changes to ensure adequate staffing for patient services Ensure that the reception as a working space is tidy; stationery and forms are up to date and well sourced, equipment is in working order and displayed information is up to date. Managing sickness absence such as cover and assisting in return to work interviews Co-ordinating leave requests to arranging staff holiday rota Responsibility for organising cover for holidays, sickness and other leave requests Training of new reception staff by organising and overseeing the induction training and ongoing reviews Attend staff meetings & taking minutes when required Communicate effectively with other team members & patients Deal with more complex enquiries from patients Sending texts to patients – reminders & managing DNAs. Booking more complex appointments for patients Deal with complaints in accordance with Practice Complaints Procedure in the absence of the Practice Manager ( PM) or Deputy Practice Manager (DPM) Providing relief cover for reception when necessary Any other activities such as shall be reasonably requested by the PM, DPM, Doctors and other clinical staff Attend the weekly/monthly management team meeting with the PM & DPM Methotrexate monitoring Nomads and new medication Adding clinics for third parties Management of GP2GP/Inbound new patient records Stationary / stock ordering Death deductions/notification of Deaths to Diabetic service/Sympathy/New birth cards to patients Management of missing blood forms for phlebotomy sessions Online consultation platform management Arranging minor ops when required Administration of DNACPR, OOH and ERISS ADHOC duties as required Contribution to the Implementation of Services Apply Practice policies, standards and guidance Discuss with other members of your team how the policies, standards and guidelines will affect own work to ensure Practice policies are followed and accurate records are kept with particular reference to: appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths Assist the management team to ensure Health & Safety policies & Fire protocols are implemented Continually assess and evaluate systems recommending changes and improvements to the PM and DPM as appropriate

Information

Ensure communication systems are running smoothly between the reception/admin team and the rest of the practice staff Responsibility for ensuring that the Reception/admin Team Manual/Clarity Team Net is up to date Act as a central source of information for your team

Information Technology

Have full understanding of the practice’s appointment system Have a working knowledge of all software and hardware Have a clear understanding of the practice’s telephone systems Deal with IT problems, taking advice from the Practice Manager if required

General Reception Duties:

Receiving patients at the front desk, dealing with them in a polite, helpful and friendly manner Answering the telephone and acting upon the content of the call Receiving and passing on messages – face-to-face, via telephone or computer Arranging appointments for patients Dealing with the registration procedure for new patients Dealing with requests and preparing prescriptions using the computer General office duties, including dealing with incoming and outgoing mail and photocopying

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to: ​Communicate effectively with other team members ​Communicate effectively with patients and carers ​Recognize people’s needs for alternative methods of communication and respond accordingly Personal/Professional Development: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Effectively manage own time, workload and resources Making effective use of training to update knowledge and skills Participate in any training programme implemented by the Practice as part of this employment

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 assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include: ​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 ​Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards ​Actively reporting 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) ​Reporting potential risks identified

Equality and diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: ​Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation ​Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues ​Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Person Specification

Qualifications

Essential

GCSE A-C in English and Maths Good IT skills using MS Office Experience in managing a team.

Desirable

Ideally you will have some NHS experience and have worked in a GP Surgery.

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