Reception Team Leader
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We are looking to recruit an individual for a dual role as a Receptionist and a Team Leader. As a team leader you will be responsible for the day-to-day management of the hub ensuring fair distribution of workflow and efficient, speedy responses to our patients. You will be responsible for the hub staff rota, organisation of holiday and sick leave cover, provision of training, and support to Patient Service Manager/Assistant Patient Service Manager.
The postholder will also be a key member of the reception team and will be responsible for providing an efficient reception function.
Working hours
40hours per week
Monday to Thursday 8am-18.30pm
Job description
To ensure the front of house service of meeting and greeting is welcoming and portrays the image of high quality, professional and patient focused care
To converse with patients and visitors by speaking clearly and precisely and with confidence both over the phone and face to face at the desk
To ensure a high focus on customer satisfaction by dealing with queries in a speedy and accurate manner applying sympathy and apathy as relevant
To work to the protocols with regard booking appointments, repeat prescriptions, ordering of patient transport including emergency ambulances and all other duties as explained to you by the Patient Services Manager
To deal with general queries and effectively liaise with clinicians and other staff as required
To support clinicians during their clinics by effectively dealing with their queries and tasks as requested. This may be the need for some stock in their rooms or to chase an appointment with the hospital or other ad hoc request
To support provide chaperoning service at request of clinician and or patient
To ensure patient confidentiality, including the use of the computer system and visibility of the screen as well as the transfer of written and verbal communication
To effectively liaise with colleagues both in the reception team and the backroom administration team
To undertake administrative duties as outlined by your line manager in line with the wider function the reception team provides to the practice. Such duties could range from ensuring consulting rooms are appropriately stocked, registering new and temporary patients, dealing with repeat prescription requests, ringing patients to confirm if they will be attending a clinic appointment, to filing and other general office duties.
Contribute to the overall performance of the Practice by providing administrative support in respect of performance targets including Quality & Outcomes Framework (QOF).
General
To challenge in a constructive way and actively seek new ways of working, constantly looking for improved processes and procedures across whole systems
To reduce waste in all forms including ensuring best use of staff time and skill mix as well as the use of consumables, materials, equipment and other resources such as ensuring surgeries run to full capacity
To be an advocate of the practice portraying a professional and corporate image at all times
To actively take part in relevant training and education sessions
Some duties may change in line with the needs of the practice. These will stay within reasonable scope to those outlined above and will be discussed with you at the time
Person specification
Experience
Essential
- Experience of working in a patient focused environment
- Working knowledge of GP practice
- An understanding, acceptance and adherence to the need for strict confidentiality
Desirable
- Working knowledge of Microsoft Office applications
- Experience as a manager or team leader
Qualities and Attributes
Desirable
- Communication skills, both written and verbal
- Competent in the use of SystemOne
- Competent with use of IT
- Well developed IT skills
- Ability to deal confidently and courteously with
- people both in person and over the telephone
- Ability to work flexibly as a team member
- Able to work on own initiative and prioritise
- workload
- Empathetic, honest, caring, diplomatic and considerate
- Change- management skills and ability to influence and support staff in managing change positively
About the employer
We are Affinity Care Primary Care Network covering a population of over 64,000 patients over 7 GP practices and 8 sites, all in the Bradford area. Our ethos is to provide patient focused care based on the model of GP-led family orientated general practice tailored to local population needs. Our practices are highly accredited training practices, level 3 research ready sites within an embedded ethos of our learning organisation.
We are a friendly enthusiastic and hard working team with opportunities for career progression and will provide support and development for anyone demonstrating capability, enthusiasm, commitment and strong work ethic.
Benefits include:
5 weeks annual leave (pro rata for part time hours)
Birthday Holiday (pro rata for part time hours)
Well-being day (pro rata for part time hours)
NHS pension
Access to Simply Health