Reception Team Leader

at  West Heath Surgery

Job Description Title: Reception Team Leader Responsible to: Assistant Practice Manager Job summary The post holder is responsible for providing the first point of contact for patients and act as a focal point of communication between patients, doctors and other medical staff as well as providing the first point of contact for members of the Receptionist team. Key responsibilities Receptionist Team 1. Day to day running of the admin staffing levels, ensuring all periods of sickness are fully covered, including personal attendance if necessary. 2.
In the absence of the Assistant practice manager, take responsibility for management of the admin team Rota. 3. Act as the first point of contact for all members of the Receptionist and Clinical team for any problems or training issues with regards to all back office functions 4. Review, delegate and oversee administrative processes relating to reception functions managing daily workloads effectively 5.
Supervise and manage the workload of the deputy reception team leader and reception staff ensuring levels of professionalism are maintained at all times. 6. Assist the Assistant Practice Manager in the recruitment process for reception staff. 7.
Responsible for ongoing training needs of the Admin team. This could at times involve support across all practice sites. 8. Act as a buddy for new starters during induction and training.
9. Overseeing the delegation of weekly, monthly and annual recalls. 10. Support the Assistant Practice Manager and Practice Manager with overseeing the monitoring of QOF recalls throughout the year.
11. Supporting the Practice management team with the operational management of additional services. 12. Attend meetings with the Assistant Practice Manager and Practice Manager when relevant 13.
Completion of audits when requested by the Assistant Practice Manager 14. CQC Lead for designated policies e.g. Cleaning, etc 15. Administering designated LIS and LES e.g.
Universal Offer, etc 16. Attend and support with the quarterly reception team meetings 17. Administer the DNA system including patient letters and posters in the waiting area 18. Maintain the facilities log for the building, arranging any work as and when appropriate.
Office Manager 2018 West Heath 19. Maintain and update staff training records. 20. Any other delegated duties considered appropriate for the post as agreed with the post holder In addition to: Reception 1.
Handling telephone and general enquiries 2. Making appointments and taking requests for home visits 3. Taking Messages 4. Processing all forms of communication relating to patients 5.
Ensuring work areas are tidy 6. Cash handling 7. Making appointments for medical representatives 8. Making refreshments 9.
All forms of data entry and recording relating to patients, including scanning 10. Assisting with the onward management of patients as required, e.g. booking further appointments, referrals 11. Assisting clinicians as a chaperone where required 12.
Providing administrative support to clinicians and managers within the organisation 13. Follow and adhere to Health and Safety procedures 14. Any other delegated duties considered appropriate for the post Communication 1. Communicate effectively to deliver excellent customer service to patients 2.
Promote effective teamwork with all staff 3. Provide appropriate communication to identify problems and solutions promptly 4. Provide clear communication to ensure effective delegation of tasks Special Requirements of the post: 1. An understanding, acceptance and adherence to the need for strict confidentiality 2.
Capacity to work across multiple sites if/when required by the Practice Manager. The Job Description will be subject to periodic review and amendment in consultation with the post-holder

Please refer the Job description for details