GP Receptionist/Patient Services Team Leader
We are a 'family' feel Practice, and value every member of TeamMoulton. Staff wellbeing is at our verycore.
We are looking for a friendly and enthusiastic Reception Lead tobecome an integral part of Team Moulton
The successful candidate will lead, manage, develop and coach the reception team on a day to day basis with the support of the Practice Manager. You will be responsible for ensuring excellent levels of patient care are provided at all times.
Mon 8am - 130pm and /or 1pm - 630pm)
Tues 8am - 130pm
Wed 8am - 130pm
Fri 8am - 130pm and/or 1pm - 630pm
Main duties of the job
To work incollaboration with other members of the Management Team.
Responsibleforoverseeing the day-to-day operations of a reception team, ensuringefficient and effective service delivery, and providing support to teammembers.The role will involve managing staff, handling patient inquiriesand complaints, and contributing to the overall smooth running of the practiceor department, ensuring all functions are carried out in accordance with agreedprocedures, protocols and timescales. Bethe champion for a high level of customer service, respect and confidentialitywithin the reception team.
About us
Moulton Surgery is a NHS general practice that has been in existence for over 100 years. Our aim is to provide a traditional style of personal, accessible, family medical practice delivering high quality evidenced based care in an environment that encourages innovation. We have a very strong team to provide this; 5 Partners, 1 Salaried GP, GP Trainee, 2 ANPs, 4 Practice Nurses, 1 HCA. A range of PCN ARRS staff to include Clinical Pharmacists, Pharmacy Technicians, Paramedic, Physiotherapists, Social Prescribers, along with Dispensary, Administration, Reception and management teams.
We strongly believe in our values: Effective, Compassionate, Safe & Value all individuals.
Job responsibilities
KeyResponsibilities:
TeamManagement:
Leading,motivating, and supervising reception staff, including organising receptionstaff rotas, providing training, and conducting appraisals.
Ensuring ahigh standard of customer service, handling patient enquiries and complaints,and acting as a first point of contact for escalated issues.
Overseeingdaily tasks, managing call queues, and ensuring the smooth functioning ofreception areas and administrative processes.
Complianceand Support:
Ensuringcompliance with policies and procedures, supporting staff development, andcontributing to the overall efficiency of the practice.
* Workon reception front desk and back office taking calls as required, and undertakingall reception duties as required for a Patient Services Advisor.
* Tolead the reception team, ensuring an efficient and professional manner ismaintained
* Toprovide a focal point of communication between patients, doctors, and othermedical staff.
* To actas a role model, demonstrating and promoting the standards expected by thepractice and creating the energy and enthusiasm for the service
* Compilingreception staff rotas. Coordinatingthe provision of reception staff ensuring sufficient cover is provided forperiods of leave and other staff absences. Ensure contingency plans are in placefor all leave, including unforeseen absence.
* Work withthe Practice Manager to organise induction and training of all new receptionstaff to agreed standards.
* Undertakeongoing reviews, completing competency forms and participate in the annualappraisal process.
* Assesstraining needs within the reception team with a view to preparingindividual personal development plans for reception staff
* Maintainreception handbook
* Supportingthe triage system and working with the GPs to ensure appropriatebookings.
* Produceweekly rotas to ensure adequate staffing levels to cover annual and otherleave. If shifts are impacted byabsence, then ensuring other staff assist and are flexible to cover theneeds of the service
* Appropriatereview of the SystmOne clinical rota to ensure any anomalies are identifiedand resolved to ensure the service is not impacted
* Manageand agree annual leave requests and keep staffs annual leave records upto date.
* Recordingof sickness absence and completing return to work interviews.
* Dealwith more complex enquiries from patients and be the first port of callfor complaints concerning reception.
* Ensuringthat all required daily duties are completed and tasks actioned in atimely manner.
* Implementplans if service is compromised to reduce impact where possible.
* Monitorthe inbound call log and ensure all PSAs answering calls in a timely manner. Request support from other suitablestaff if calls are of a high volume and support is needed.
* Be anadvocate for the surgery and its policies whilst at the same time beingmindful of the patients needs and how best to serve them.
* Managingall deliveries to the practice, ensuring adherence to the cold chainpolicy as necessary
* Continuallyassess and evaluate systems, protocols & processes recommendingchanges and improvements to the Practice Manager as appropriate.
* Actingas building fire marshal, ensuring evacuation lists are current and thatthe visitors log is used appropriately
* Attendmonthly Team Leader Meetings, contributing to the agenda prior to eachmeeting. Disseminating relevantdiscussion points to the Patient Services Team.
* Receivingemail communications, responding as appropriate and disseminating relevantinformation to members of the Patient Services Team.
Person Specification
Experience
* Experience of working within a GP Surgery
* Experience in handling confidential information and data.
* Customer Service Skills
* Experience of working in a busy & multi-functional team.
* Experience in a customer facing environment
* Team Leader/Senior Receptionist experience
Knowledge and Qualities
* Competent knowledge of SystmOne (Clinical database)
* Good telephone manner, even when under pressure
* Excellent interpersonal, verbal and written communication skills
* Clear and concise
* Enthusiastic, honest and reliable
* Ability to prioritise work to ensure deadlines are met
* Ability to resolve problems & work with colleagues to implement solutions
* Good team player
* Flexible
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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