Lead and manage the day-to-day running of the reception team, including front of house, phone handling and all relevant administrative functions; across all our main site at Linton, as well as our two branch sites Loose and Headcorn.
There will be close liaison with the Operations Manager and all members of the reception team, to ensure an efficient quality of service is achieved and provided to all patients.

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
· Operate and ensure compliance of a whole team clear desk policy.
· Ensure that all operation team members are familiar with finding and relaying test results to patients, as determined by clinicians.

MAIN RESPONSIBILITIES:

· Strive to offer patients the best possible overall service.
· Ensure adequate staffing levels, manage leave requests and team rotas in line with agreed policy.
· Ensure pastoral care is in place for all reception team members, reporting any issues to when appropriate.
· Motivate and support the receptionist to enable them to work to the best of their ability, proactively identify training and review programs for all areas.
· Communicate effectively with individuals, teams and organisations internally and external to the practice to ensure an efficient service.
· Use and manage systems and adhere to procedures within the scope of the role.
· To proactively monitor and assist in achieving the required targets within the Quality and Outcomes Framework.
· Complete return to work forms, carry out staff appraisals and ensure all mandatory training is completed upon set deadlines.
· Assisting/dealing with patient complaints. Such as helping a patient with their query at the front desk, over the phone or via email. Also, carry out appropriate complaint investigations when required from the Operations Manager.
· Regularly review the DNA process, providing appropriate follow up and actions for patients