Lead Receptionist

NHS; Devizes; On-site; GBP 10,000 - 40,000; Full time

Job summary

The Lansdowne Surgery is seeking an experienced Senior Receptionist to enhance their reception team in Devizes. The ideal candidate will demonstrate outstanding customer care, manage daily operations, and contribute to a positive working culture that focuses on quality patient care.

Qualifications

• 2+ years of reception experience in a general practice.
• Positive outlook towards continuous learning.
• Experience in team planning to distribute workloads.

Responsibilities

• Oversee day-to-day running of the reception area.
• Support and mentor receptionists when needed.
• Manage patient requests and appointments effectively.

Skills

Customer care

Team management

Confidentiality

Tools

SystmOne

Job description

The Lansdowne Surgery are looking to recruit an experienced receptionist and/or reception lead to assist our reception team in the smooth running of day - to - day operations. The Reception Lead will work with the Reception Manager to deliver quality patient-focused care and promoting and maintaining a positive and cupportive cluture within the team.

Main duties of the job

Core Principles

To deputize for the Reception team in the absence of the Reception manager and ensure the team demonstrates the highest level of customer care

To ensure confidentiality of information (written/oral or electronic) is preserved at all times whether at or away from work

To follow practice procedures to ensure that Caldicott Guardian and Security requirements are met at all times

To follow procedures to ensure compliance with the Data Protection Act 1998

To follow all practice protocols concerned with the maintenance of ethical practice

To support and participate in initiatives to ensure a safe and healthy environment for all practice users. This includes following procedures to ensure the control of potential hazards to health and safety.

To respect, support, contribute to and take personal responsibility for implementing commitment to Diversity and Equality of Opportunity

To contribute to a culture of continuous improvement

To perform duties to standards required by the practice in accordance with quality assurance

To demonstrate commitment to Continuing Professional Development

About us

The Lansdowne Surgery services approx. 7,000 patients in the Devizes and surrounding villages area. We work closely with other practices in our PCN to deliver a innovative and first of its kind, purpose built Urgent Care Centre delivering exceptional same-day care. The Lansdowne Surgery comprises of 4 GP Partners, each with their own patients lists with a strong focus on contiunity and 'Family GP' practice.

Job responsibilities

Job title: Senior Receptionist

Practice Objectives: To support our team of receptionists in providing prompt and professional health care for patients attending our surgery.

Job Holders Objectives: To efficiently manage the day to day running of the reception area within the surgery.

To undertake dedicated administrative duties as requested by the Operations Manager & Partners

Accountable to: Reception Manager

Responsible to: Reception Manager

Responsible for: Self and all members of the reception team

Hourly Rate: £12.51 - £12.81 per hour. (Dependent on Experience)

Working Pattern: As per current hours 25 hours per week

Working Conditions: Reception based

Non Smoking environment

Essential Skills / Qualifications:

- Knowledge and experience of working with clinical workplace, preferably SystmOne experience.

- 2 + years of reception experience in a general practice.

- Keen and positive outlook to personal development and continuous learning.

- Experience in team planning to distribute workloads.

- Experience or knowledge of general practice processes.

Supervising the Reception areas (In the absence of the Reception Manager)

This involves mentoring and supervising receptionists of the non-clinical team.

• Setting and ensuring the highest standards of professional service to the patients
• Overseeing the running of day-to-day reception area.
• Delegating routine tasks, organising rotas to include holiday cover, following agreement with Reception Manager
• Liaising with management team concerning staffing and organisation of work
• Overseeing the training of new and existing members of the reception team

Acting as a central source of information

• Ensuring that cover is in place for sickness and holiday periods

Receiving and making telephone calls

This involves using the practice telephone systems and adopting a telephone manner in accordance with organisational protocols. This includes:

Dealing with all telephone calls professionally (with care, civility and efficiency)

• Ensuring confidentiality is maintained whilst receiving and making telephone calls
• Receiving and making telephone calls as required
• Transferring calls to the appropriate member of the Primary Health Care Team
• Taking messages as appropriate and ensuring the message is passed on to the appropriate member of the practice or associated organisations
• Ensuring that the system is operational at the beginning and end of each day in accordance with practice protocol. This includes changing the answer phone message to reflect services, for example, emergency only or out of hours services.

Dealing with patient requests for registration as per practice protocol

This involves:

Explaining practice arrangements and formal requirements to patients requesting registration

• Providing the patient with the relevant forms and literature including patient handbook
• Registering patients onto the clinical system
• Ensuring the information is entered on to the registration forms and onto Vision accurately

Operating the practice appointment system

This involves using the practice computer to make, cancel and change appointments and appointment sessions/schedules. This includes:

Making, amending and cancelling appointments

Being aware of the various ranges of services the practice and associated organisations provide and having the ability to make the appropriate appointment

Checking patients in on arrival at the practice

Making Health Care Professionals aware of patients who may need immediate attention or who have special needs (e.g. hearing or visual impairment)

Being able to direct patients to the appropriate Health Care Professional

Creating, amending and cancelling appointment sessions for session holders

Contributing to the implementation of Services:

Applying practice policies, standards and guidance

Discussing with other members of the team how the policies, standards and guidelines will affect own work

To produce rotas in conjunction with the Reception Manager which consider annual leave, UCT cover and locums

To undertake QOF support work training for this will be provided.

To act as IT champion being point of contact for PCN IT Lead. To discuss with Operations Manager implementation of any changes to systems as a result.

To provide Smartcard support to all staff as necessary, unlocking cards and renewing certificates as necessary.

This Job Description is neither exhaustive nor exclusive and will be reviewed periodically in conjunction with the post holder. The post holder is required to carry out any duties that may reasonably be requested by the Partners or management team.

Person Specification

Experience

• 2 years experience of GP receptionist / GP Administration

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

£12.51 to £12.81 an hourDependent on experience