Reception Team Leader

NHS; Bromsgrove; On-site; GBP 25,000 - 35,000; Full time

Job summary

Ein engagiertes Team sucht einen Reception Team Leader, um die Patientenversorgung in einer unterstützenden Umgebung zu verbessern. In dieser Rolle leiten Sie das Empfangsteam, verwalten Anfragen und Beschwerden, und stellen sicher, dass Patienten effizient zu den richtigen Versorgungspfaden geleitet werden. Sie werden auch für die Schulung neuer Mitarbeiter verantwortlich sein und an Teammeetings teilnehmen, um die Qualität der Patientenversorgung zu gewährleisten. Diese Position bietet die Möglichkeit, in einem dynamischen Gesundheitsumfeld zu arbeiten, das sich auf hervorragende Patientenbetreuung konzentriert und positive Veränderungen fördert.

Qualifications

• Erfahrung in einer ähnlichen Gesundheitsrolle, einschließlich GP-Rezeption.
• Fähigkeit zur Verwaltung von Anfragen und Beschwerden von Patienten.

Responsibilities

• Leitung des Empfangsteams zur Förderung positiver Veränderungen.
• Bereitstellung eines außergewöhnlichen Services für Patienten und Besucher.

Skills

Kommunikationsfähigkeiten

Organisation

Führungskompetenz

Kenntnisse in medizinischer Software

Multitasking

Education

GCSE Level Bildung

Qualifikationen in Gesundheitsverwaltung

Tools

Microsoft Word

Microsoft Excel

EMIS

SystemOne

Job description

We are seeking a dedicated Reception Team Leader to join our team at Churchfields Surgery, where we pride ourselves on providing excellent patient care in a supportive and friendly environment.

Main duties of the job

1. Provide and maintain an exceptional service to patients and visitors by addressing queries, managing appointments, and ensuring a welcoming atmosphere. Handle telephone calls, divert calls, and take messages.
2. Follow our care navigation system to direct patients to the appropriate care pathway, ensuring urgent cases are seen promptly and logically.
3. Lead the reception team, driving positive change and contributing to patient care. Liaise with management regarding staff shifts, holidays, and rota management.
4. Handle patient complaints as the first point of contact, addressing issues and escalating when necessary.
5. Register new and temporary patients accurately and oversee patients on the Out of Area Scheme.
6. Monitor registrations within the workflow manager to close the quarter.
7. Manage proxy access requests from care homes and relatives.
8. Train and support new reception staff, providing ongoing development.
9. Attend and lead quarterly reception team meetings and other practice meetings as required.
10. Provide reception coverage as needed over shorter periods.

About us

We are seeking a dedicated Reception Team Leader to join our team at Churchfields Surgery, where we pride ourselves on providing excellent patient care in a supportive and friendly environment.

Job responsibilities

Key Responsibilities:

1. Provide and maintain an exceptional service to patients and visitors, managing queries and appointments.
2. Handle telephone communications, ensuring accuracy and promptness.
3. Follow our comprehensive care navigation system for patient direction.
4. Ensure urgent cases are seen efficiently.
5. Oversee administrative tasks, including correspondence and general inquiries.
6. Lead the reception team to promote positive change and excellent care.
7. Coordinate staff shifts and rota management with the management team.
8. Address patient complaints professionally and escalate when needed.
9. Register patients and manage the Out of Area Scheme.
10. Monitor registration workflows to close the quarter.
11. Manage proxy access requests.
12. Train and support reception staff development.
13. Lead team meetings and attend practice meetings.
14. Collaborate with staff to ensure quality patient care and smooth operations.
15. Provide reception coverage as needed.
16. Adhere to policies, procedures, and regulations, including GDPR compliance.
17. Maintain strict confidentiality of patient and staff information.
18. Perform other tasks as required, commensurate with the role's grading.

Person Specification

Experience

1. Experience in a similar healthcare role.
2. GCSE Level education or equivalent, including English Language.
3. Proficiency in keyboard and computer skills (Word, Excel, etc.).
4. Experience in managing demand during peak times.
5. Leadership and team management experience.
6. Excellent communication skills.
7. Strong organizational skills for multitasking and planning.
8. Experience with medical software and IT systems.
9. Patient-centered approach.
10. Ability to handle difficult situations tactfully.
11. Experience with Primary Care / GP Reception.
12. Familiarity with GP systems like EMIS or SystemOne.
13. Qualifications in healthcare administration or leadership.
14. Evidence of ongoing self-directed learning.

Qualifications

• Same as above, including GCSE English Language, computer skills, familiarity with GP systems, healthcare qualifications, and ongoing learning.

Disclosure and Barring Service Check

This role is subject to a DBS check in accordance with the Rehabilitation of Offenders Act (Exceptions Order) 1975. An application for disclosure will be made to check for any criminal convictions.