Reception Team Leader

Bewick Road Surgery; Gateshead; On-site; GBP 24,000 - 30,000; Full time

Job summary

A healthcare practice in Gateshead is seeking a Reception Team Leader. The ideal candidate will manage the reception team, ensure efficient patient services, and support practice compliance. A friendly demeanor and strong communication skills are essential, along with NHS experience. This role offers a 37.5 hours per week contract with a 6-month probation period.

Qualifications

• Must have experience of working with the general public.
• Experience in reception or administrative duties is required.
• NHS experience is beneficial.

Responsibilities

• Manage and support the reception team.
• Ensure efficient completion of reception duties.
• Provide communication between patients and staff.

Skills

Excellent communication skills

Organisational skills

Problem-solving skills

IT skills

Education

GCSE level A to C in English and Maths or equivalent

Tools

EMIS Web clinical system

Job description

Bewick Road Surgery is a busy Practice with approximately 8,200 patients. We are currently lookingto recruit an enthusiastic, motivated person to join our Practice, as a team leader for our current reception team, and to provide an efficient and professional service to patients. Theposition will be 37.5 hours per week, and subject to a successful 6month probationary period.

Main duties of the job

Therole is primarily line managing and supporting the practice reception team,carrying out day to day activities.

Thepost holder will work closely with (and under the direction of) the Practice ManagementTeam to provide the continual improvement of standards across a wide range ofclinical and administrative activity, as well as providing an element of coveror source of advice in the event of their absence.

Thesuccessful candidate must be able to work on their own initiative and havesupervisory experience, along with strong IT skills. You must be organised andconfident, have a friendly and approachable manner and can work under pressure.

About us

Bewick Road Surgery is a friendly Practice based in centralGateshead. We are an incredibly busy, fast paced teaching practice with around 8,200 patients. We have a team of GPs, nurse practitioner, nurse, healthcare assistants and adminstaff who all work together to provide the best possible health care for ourpatients.

Job responsibilities

Key Responsibilities

The following are the core responsibilities of the Reception Team Leader. There may be on occasion, a requirement to carry out other tasks, this will be dependent upon factors such as workload and staffing levels:

• To provide day-to-day support, leadership, first line management and guidance for the practice reception team, ensuring an efficient and professional manner is maintained and to provide cover to the reception team.
• Ensure all reception duties are completed to the highest standard.
• To provide communications between patients, doctors and other staff.
• Support the Practice Manager in the running of elements and/or services within the practice e.g. compliance with CQC, Health and Safety etc. relating to reception duties
• Work with the Practice Manager and other members of the practice to identify areas for improvement and assist in change management where appropriate.
• To undertake specific assigned tasks, project support, or development work which may arise during changes to the NHS.
• To introduce new policies and procedures in line with current regulations
• Manage and deal with day to day needs, difficulties and requirements of the patients and staff
• To work closely with reception staff to ensure adequate cover and the smooth running of the practice, reporting any problems encountered to the relevant person.
• To be a point of contact for staff and patient queries and concerns.
• The greeting of patients, dealing with their enquiries in a courteous and polite manner.
• Dealing with low level patient complaints relating to front desk/reception services.
• Making appointments and booking patients in for surgeries and clinics.
• Answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely.
• Making appointments: offering and arranging the appointments for doctors, helping to arrange clinics.
• Responding to and resolving all local IT issues where appropriate liaising with NECS IT support/or others to resolve hardware and software issues.
• Setting up new members of staff in the clinical and other IT systems.
• Ensure the effective use of clinical systems, IT programmes and other systems used throughout the practice.
• Providing support and ensure training for current and new staff is carried out
• Training of staff on practice IT systems as necessary.
• To promote Equality and Diversity and Health and Safety in themselves.

Person Specification

Qualifications

• - Educated to GCSE level A to C in English and Maths, or equivalent

Skills

• - Excellent communication skills (both written and oral)
• - Excellent organisational skills and effective time management
• - The ability to deal with challenging situations
• - Clear, polite telephone manner
• - Problem solving and analytical skills
• - Ability to follow policy and procedure, and identify any areas for improvement

Experience

• - Experience of working with the general public
• - Experience of reception/administrative duties
• - NHS experience
• - Experience of working within primary care
• - Experience of working with EMIS Web clinical system

Personal Qualities

• - Polite and confident
• - Flexible and cooperative
• - Motivated and fair
• - Forward thinker
• - High levels of integrity and loyalty
• - Sensitive and empathetic in distressing situations
• - Ability to work under pressure, whilst supporting colleagues

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.