GP Receptionist/Patient Services Team Leader
| Dyddiad hysbysebu: | 03 Gorffennaf 2025 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | Negotiable |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 20 Gorffennaf 2025 |
| Lleoliad: | Moulton, Northampton, NN3 7QP |
| Cwmni: | NHS Jobs |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | A4486-25-0003 |
Crynodeb
Key Responsibilities: Team Management: Leading, motivating, and supervising reception staff, including organising reception staff rotas, providing training, and conducting appraisals. Patient Service: Ensuring a high standard of customer service, handling patient enquiries and complaints, and acting as a first point of contact for escalated issues. Operational Efficiency: Overseeing daily tasks, managing call queues, and ensuring the smooth functioning of reception areas and administrative processes. Compliance and Support: Ensuring compliance with policies and procedures, supporting staff development, and contributing to the overall efficiency of the practice. Job responsibilities: Work on reception front desk and back office taking calls as required, and undertaking all reception duties as required for a Patient Services Advisor. To lead the reception team, ensuring an efficient and professional manner is maintained To provide a focal point of communication between patients, doctors, and other medical staff. To act as a role model, demonstrating and promoting the standards expected by the practice and creating the energy and enthusiasm for the service Compiling reception staff rotas. Coordinating the provision of reception staff ensuring sufficient cover is provided for periods of leave and other staff absences. Ensure contingency plans are in place for all leave, including unforeseen absence. Work with the Practice Manager to organise induction and training of all new reception staff to agreed standards. Undertake ongoing reviews, completing competency forms and participate in the annual appraisal process. Assess training needs within the reception team with a view to preparing individual personal development plans for reception staff Maintain reception handbook Supporting the triage system and working with the GPs to ensure appropriate bookings. Produce weekly rotas to ensure adequate staffing levels to cover annual and other leave. If shifts are impacted by absence, then ensuring other staff assist and are flexible to cover the needs of the service Appropriate review of the SystmOne clinical rota to ensure any anomalies are identified and resolved to ensure the service is not impacted Manage and agree annual leave requests and keep staffs annual leave records up to date. Recording of sickness absence and completing return to work interviews. Deal with more complex enquiries from patients and be the first port of call for complaints concerning reception. Ensuring that all required daily duties are completed and tasks actioned in a timely manner. Implement plans if service is compromised to reduce impact where possible. Monitor the inbound call log and ensure all PSAs answering calls in a timely manner. Request support from other suitable staff if calls are of a high volume and support is needed. Be an advocate for the surgery and its policies whilst at the same time being mindful of the patients needs and how best to serve them. Managing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary Continually assess and evaluate systems, protocols & processes recommending changes and improvements to the Practice Manager as appropriate. Acting as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately Attend monthly Team Leader Meetings, contributing to the agenda prior to each meeting. Disseminating relevant discussion points to the Patient Services Team. Receiving email communications, responding as appropriate and disseminating relevant information to members of the Patient Services Team.