Reception Team LeaderNHS

Job summary

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

30hours per week

Monday 08.00-18.30pm

Tuesday 08.00-18.30pm

Friday 08.00-18.30pm

You will be required to work at both sites, and travel between throughout the day when required.

Main duties of the job

To oversee the day to day function of a central hub phone system for managing calls from the 3 participating practices, problem solving and ensuring its smooth running

Use the telephone software to profile call volumes and staffing levels, working with staff to reduce variation in how they deal with calls and how the team functions overall on calls

To train and supervise staff ensuring they are working to agreed protocols around the booking of appointments, managing prescription requests etc and customer service standards

Help develop the reception team with care navigation, encouraging implementation within each call

Manage the reception staffing rota ensuring cover at the front desks in each of the 3 sites and within the hub, and organising cover for annual leave and sickness etc

To work closely with PSM & APSM and those staff in patient liaison roles, to ensure the hub reception systems and processes are patient friendly, efficient and constantly seek to improve both the patient and staff experience

To be responsible for the defusing and resolution of complaints in a timely and considerate manner and support to PSM with management of formal complaints ensuring implementation of NHS complaints process at all times

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

About us

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