Theideal candidate will enjoy supporting others and want to make a difference in Primary Care. They must be able to workindependently whilst demonstrating excellent organisational, communication andprioritisation skills. A positivecan do attitude is essential.
Previousexperience within the NHS, GP surgery or medical environment is required.
Aswell as being keen to receive applications from experienced Reception Leads,this role would also suit a dedicated Medical Receptionist either looking touse gained team lead experience or are now seeking to transition into a teamlead role. Training and support will be provided to develop skills needed for the role.
Experienceof EMIS Web, Docman, Accurx and Anima would be advantageous.
Main duties of the job
The Reception Lead provides a key role within the Practice. This role requires ahands-on approach to ensure the smooth and efficient running of all areas of reception, including the front reception desk, telephone handling, bookingappointments and working closely with the Triage clinician. They will be responsible for leading a teamof receptionists as well as providing support to the Practice Manager asrequired.
The Reception Lead will need to demonstrate the ability to work flexibly both aloneusing their own initiative as well as within the framework of a team.
They will be responsible for the efficient supervision and direction of the reception team, ensuring all administrative duties are performed effectively, timely and to the required standard, meeting the objectives of the practice.
About us
Drayton Medical Practice has been caring for the people of Market Drayton and the surrounding area since 1968.
We have an average list size of over 17,900 patients and offer a wide range of facilities and skills while maintaining the traditional values of family medicine.
In 2005 we moved to purpose built premises that offer scope for future expansion of both services and the practice team.
In addition to being a training practice for GP trainees, we also provide placements for student Doctors, Physician Assistants and Nurses. Trainees are well supported by all members of the practice team.
Other community services located within the premises and with whom we have good links include Physiotherapy, Dental, District Nurses, Midwives and Health Visitors.
We are a partner practice of Our Health Partnership, a GP partnership of 34 practices with 43 surgeries. 176 GP partners and circa 80 salaried GPs in Our Health Partnership serving around 300,000 patients in Birmingham, Sutton Coldfield, Wolverhampton, Solihull and Shropshire.
Our Health Partnership was set up by local GPs who are passionate about providing high quality primary care and using their time and skills effectively to benefit patients.
We are a member practice of North Shropshire Primary Care Network (PCN), a network of GP practices covering Oswestry, Ellesmere, Whitchurch, Wem, Prees, Hodnet and Market Drayton.
Job responsibilities
PRIMARYKEY RESPONSIBILITIES
The following are the core responsibilities of the Reception Lead. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels. The Reception Lead is responsible for:
Overseeing the administration and support operations of reception, ensuring reception staff achieve their fair share of primary responsibilities.
Supervising the reception team, supporting development, providing guidance and direction along with the other Team Leaders.
Responsible for overseeing patient care navigation. Providing initial guidance and advice to patients who wish to verbally complain following the practice's complaintspolicy.
Deal with the reception enquiries, tasks and e-mails and guide the team when needed.
Responsible for new patient registrations.
Monitor workload across the reception team and check daily that key areas have been actioned and completed e.g. patient requests, EMIS tasks, Docman, Accurx etc.
Responsible for co-ordinating and approving receptionists annual leave and TOIL in line with agreed parameters.
Compiling reception rotas, ensuring sufficient cover is provided for periods of leave and other staff absences.
Ensure reception staff are up to date with mandatory training.
Completing reception staff appraisals and return to work interviews as required and liaising with the Practice Manager regarding staff performance.
Listening and responding to issues raised by the team, discuss with the Practice Manager when required and/or raise at Reception meetings.
Ensure that the reception as a working space is tidy and safe; stationery and forms are up to date and well sourced, equipment is in working order, and displayed information is up to date.
Communicate effectively with other team members and patients.
Developing, implementing and embedding efficient office processes and procedures to adhere to current legislation.
Acting as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately.
Be responsible for prescription paper tracking in line with the Practice policy.
Ensure all Practice policies and SOPs are understood and adhered to.
Ensure all staff are aware of the disciplinary and grievance procedures and have an understanding of health and safety.
Assist with and minimise potential problems that may lead to complaints.
Support the Practice Manager with complaints directly related to the reception team, duties, appointments and prescriptions.
Oversee the alteration/cancellation of clinics and make alternative arrangements in an emergency.
Ensure correct procedures are followed when the Practice is informed of a patient death.
SECONDARYRESPONSIBILITIES
In addition to the primary responsibilities, the Reception Lead may be requested to:
Actively participate in the recruitment process of new members of the reception team.
Coordinate and produce meeting agendas and record the minutes of reception meetings.
Assist with seasonal health campaigns.
This list is not exhaustive, and you would be expected to perform other appropriate duties as assigned by management.
Person Specification
Qualifications
* GCSE English, Maths (C or above) and at least two others, or equivalent.
* Educated to A-level/equivalent or higher, with relevant experience
* NVQ Level 2 in Health and Social Care
Skills
* Excellent communication skills (written and oral)
* Effective time management (Planning & Organising)
* Clear, polite telephone manner
* Competent in the use of Office and Outlook
* Ability to work as a team member and autonomously
* Good interpersonal skills
* Problem solving and analytical skills
* Ability to follow policy and procedure
* Experience of using Accurx
* Experience of using Docman
* Experience of creating rotas
Personal Qualities
* Polite and confident
* Flexible and cooperative
* Motivated
* Initiative and judgement (knowing when to ask for help)
* Forward thinker
* High levels of integrity and loyalty
* Sensitive and empathetic in distressing situations
* Ability to work and remain calm under pressure
Experience
* Experience of working with the public
* Experience of administrative duties
* Experience of working in a healthcare setting
* Experience of at least 12 months leading/managing a team
* Experience of providing appraisal writing and staff development
* Experience of processing prescriptions and handling queries
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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