Leading the team responsible for delivering exceptional customer service to patients andvisitors as the public face of the practice.
Supervising & Supportingreception/ admin staff, whilst working as part of the team. Ensuring allfunctions are carried out in accordance with agreed protocols and timescales,liaising with the Deputy Manager where necessary.
Main duties of the job
ensuring day to day support/supervision for all receptionstaff, answering all general queries taken by team and from other staff.
Reception - Admin team rotas and annual leave cover
Reception - Admin Team appraisals under direction of the deputy manager
Covering reception shifts
Disseminating information received from deputymanager to the reception team:- ensuring staff understand new/changedprocedures.
Ensuring Best practice and clear messaging acrossthe team
Support induction of new team members
Day to day management of the various appointments,in line with agreed protocols, monitoring and highlighting anomalies.
prioritising medical appointments to supportpatient care
Assisting with appointment rescheduling withguidance from deputy manager
Ensure reception area and waiting room are kepttidy at all times.
Ensuring the induction and training of all newreception staff to agreed standards.
Forms/documents from patients confirming fee withteam members, checking forms to see if actual examination needed and liaisingwith GP on other items possible required ie private x-rays
Checking all appointments are booked appropriately,ie in correct slots, correct amount of time
Ensuring reception / scripts email is checked andactioned regularly
Making sure team are signposting to the rightplaces
Overseeing any problems at front desk, whether inperson or by phone if at alternative site.
About us
We have two exceptional sites: Rush Hill: A purpose-built, modern premises on Baths south side and Weston: A charming, converted Georgian house opposite the Royal United Hospital.
We have 9100 patients, roughly a 50/50 split at each site.
A friendly mix of new and experienced team members
Job responsibilities
1. JOB DETAILS
Job title:Lead Receptionist
Accountable to: DeputyManager
Location: Rush Hill & Weston Surgery
Hours:25hrs across 4 days
PAY: £26,325.00 £28,275.00per annum pro rata based on 37.5hrs
2. JOB SUMMARY
A brief description of the mainpurpose of the post
Leading the team,responsible for delivering exceptional customer service to patients andvisitors as the public face of the practice.
Supervising/Supportingreception/ admin staff, whilst working as part of the team. Ensuring allfunctions are carried out in accordance with agreed protocols and timescales,liaising with the Deputy Manager where necessary.
3. DUTIES ANDRESPONSIBILITIES OF THE POST
Working under the deputy manager, ensuring day to day support/supervisionfor all reception staff, answering all general queries taken by team and fromother staff.
Reception & Admin team rotas and annual leave cover
Reception & Admin Team appraisals under direction of thedeputy manager
Covering reception shifts
Disseminating information received from deputy manager to thereception team:- ensuring staff understand new/changed procedures.
Ensuring Best practice and clear messaging across the team
Support induction of new team members
Day to day management of the various appointments, in linewith agreed protocols, monitoring and highlighting anomalies.
prioritising medical appointments to support patient care
Assisting with appointment rescheduling with guidance from deputymanager
Ensure reception area and waiting room are kept tidy at alltimes.
Ensuring the induction and training of all new reception staffto agreed standards.
Forms & documents from patients confirming fee with teammembers, checking forms to see if actual examination needed and liaising withGP on other items possible required ie private x-rays
Checking all appointments are booked appropriately, ie incorrect slots, correct amount of time
Ensuring reception & scripts email is checked and actionedregularly
Making sure team are signposting to the right places
Overseeing any problems at front desk, whether in person or byphone if at alternative site.
Making sure the daily, monthly, quarterly housekeeping dutiesare done
Covering supporting directing insurance admin and smearqueries during holiday periods
Make sure signs/notices are displayed where appropriate forstaff changes, students etc
Make sure team pick up deaths and process forms in line withlatest guidelines
Make sure temporary patients are dealt with appropriately (iehas patient tried their own surgery first)
Deal with patient online access queries
Generally having an ear to the ground & whats going on around.
Job Responsibilities: Appointment checking
Checking of Practice rotas
Job Responsibilities: Reception
Opening up & locking-up of practice premises, in line with shifts and maintainingsecurity in accordance with practice protocols.
Maintaining and monitoring the practice appointments system.
Deal with general telephone enquiries from patients andgeneral public, ensuring callers are directed to the appropriate healthcareprofessional.
Make appointments for patient to see Doctor, Nurse and other clinical or non clinical staffassociated with the Practice.
Record messages for Doctor, Nurse and Administrative staff.
Key in patient identification data to computer.
Register new patients including compilation of patientfiles.
Retrieve patient notes for return to health board.
Ensure accuracy of patient payments and petty cash across bothsites
Processing and distributing incoming (and outgoing) mail.
Filing and retrieving paperwork.
Computer data entry & data allocation and collation, processingand recording information in accordance with practice procedures.
Initiating contact with and responding to requests frompatients, other team member and associated healthcare agencies and providers.
Providing clerical assistance to practice and Trust staff asrequired from time to time, including word/data processing, filing,photocopying and scanning.
Ordering, re-ordering and monitoring of stationery and othersupplies.
Keeping the reception area, notice-boards and leafletdispensers tidy and free from obstructions and clutter.
The above list of duties is notexhaustive and may be subject to change as deemed necessary
Qualities & Experience:
Demonstrableexperience of supervising a team of people, in a paid or voluntary capacity.
Good GeneralIT skills: basic office and internet use essential.
Experiencein a Primary Care setting .
Communication
Communicate effectively with other teammembers.
Communicate effectively with patients andcarers.
Recognise peoples needs for alternativemethods of communication and respond accordingly.
Personal & Professional Development
Participate in any training programmeimplemented by the practice as part of this employment.
Participation in an annual individualperformance review, including taking responsibility for maintaining a recordof own personal and or professional development
Taking responsibility for own development,learning and performance and demonstrating skills and activities to otherswho are undertaking similar work
Participating in all mandatory practicetraining.
There may also be a requirement to undertake other similarduties as part of this post in order to provide a quality service. These willbe consistent with the level of responsibilities outlined above.
This job description may be reviewed from time to time inlight of developments and may be amended in consultation with the post holder
Person Specification
Qualifications
* 1 years supervising experience
* IT experience
* Primary care experience
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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