Outpatients Reception Team Leader

The Methodist Church in Britain; Ashton-under-Lyne; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Flexible working

27-33 days annual leave plus bank hols

Sick pay

NHS Pension Scheme

Free eye tests and health checks

Gym discount

Free bicycle loan and salary sacrifice

Support with stress, bereavement, and财

Job summary

Tameside and Glossop Integrated Care NHS Foundation Trust is seeking an Outpatients Reception Team Leader for its General Outpatient Reception areas. The permanent 30-hour post runs Monday to Friday with weekend and bank holiday cover as required, rota 8am–8pm.

You will welcome patients, verify details, book follow-ups and support staff daily. Role requires 5 GCSEs (A-C) or equivalent, and experience in a high-level customer service environment with good PC skills.

Qualifications

• Provide an efficient outpatient reception service with high service standards.
• Welcome patients, verify details and direct them to clinics.
• Input and extract information in patient administration systems.
• Plan and circulate the weekly rota for general reception areas.
• Maintain confidentiality and accuracy in all records.

Responsibilities

• Provide an efficient outpatient reception service with high standards of customer service, accuracy and confidentiality.
• Welcome patients, verify and update their details, and direct them to the correct clinic area.
• Make sure follow-up activity is captured and booked promptly.
• Input and extract information in the Trust's patient administration systems, and book treatments and appointments.
• Help plan and circulate the weekly rota for all general reception areas.
• Support day-to-day staff management, including back-to-work interviews, workload allocation, appraisals, training and mentoring.
• Support the line management of outpatient reception clerks.
• Undertake a range of administration tasks to keep the allocated reception area running smoothly each day.
• Communicate with patients, relatives and clinical and non-clinical staff.
• Support the Outpatient Supervisor and Assistant Directorate Manager in running the reception team daily.
• Prepare and manage patient medical records, which can involve physical effort.

Skills

Accuracy

Confidentiality

Teamwork

Telephone manner

Written communication

Time management

Education

GCSEs A-C

Tools

Windows-based software

Lorenzo system

Job description

This Outpatients Reception Team Leader post, based across the General Outpatient Reception areas at Tameside and Glossop Integrated Care NHS Foundation Trust, centres on welcoming patients, keeping their details accurate, directing them to clinics and booking follow-ups. The role also helps plan the reception rota and supports staff day to day. It is a permanent 30-hour post, Monday to Friday with weekend and bank holiday cover as required, with rota cover from 8am to 8pm. Customer service experience and computer skills are essential.

What the job involves

• Provide an efficient outpatient reception service with high standards of customer service, accuracy and confidentiality
• Welcome patients, verify and update their details, and direct them to the correct clinic area
• Make sure follow-up activity is captured and booked promptly
• Input and extract information in the Trust's patient administration systems, and book treatments and appointments
• Help plan and circulate the weekly rota for all general reception areas
• Support day-to-day staff management, including back-to-work interviews, workload allocation, appraisals, training and mentoring
• Support the line management of outpatient reception clerks
• Undertake a range of administration tasks to keep the allocated reception area running smoothly each day
• Communicate with patients, relatives and clinical and non-clinical staff
• Support the Outpatient Supervisor and Assistant Directorate Manager in running the reception team daily
• Prepare and manage patient medical records, which can involve physical effort

What’s required

Qualifications

• 5 GCSEs at grades A-C or equivalent

Experience

• Previous experience in a high-level customer service environment
• Experience of working in a demanding environment delivering high volumes of work to agreed timescales
• Computer literacy, including working knowledge of Windows-based software

Skills & knowledge

• Accuracy and attention to detail
• Understanding of confidentiality
• Ability to work as part of a team
• Excellent telephone manner and interpersonal and customer service skills
• Excellent written communication
• Planning own working time daily while supporting colleagues' workload

Nice to have

• ECDL or equivalent
• Experience of the Lorenzo patient administration system
• Team leader or supervisory experience
• Line management experience
• NHS background
• Previous administrative experience delivering high volumes of work

What’s offered

• Flexible working
• 27-33 days annual leave plus bank holidays
• Sick pay
• NHS Pension Scheme
• Free eye tests and health checks
• Gym discount
• Free bicycle loan and salary sacrifice car schemes
• Support with stress, bereavement, relationships and finance