Team Leader - Reception

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

Job summary

A community-focused medical center in Leeds is seeking a Team Leader/Supervisor to manage the reception team effectively. The role includes ensuring best practice implementation, handling escalated patient queries, and supporting a friendly team environment. Ideal candidates have supervisory experience and strong communication skills, with a commitment to maintaining a well-organized reception.

Benefits

Healthy work-life balance

Regular team social events

Qualifications

• Experience working in a busy reception environment.
• Ability to deal with angry or upset people.
• Confident using the phone and responding to queries.

Responsibilities

• Ensure reception is staffed and managed effectively.
• Supervise reception team to ensure best practices.
• Handle patient queries and escalated issues.

Skills

Supervisory experience

Good communication

Teamwork

Organising and prioritising workload

Education

GCSE grade A to C in English and Maths

Management or Leadership qualification, ie ILM Level 2

Job description

Priory View Medical Centre is a mid sized General Practicesurgery based in New Wortley. We have 7 GP Partners and a friendly clinical andadministration team supporting over 9000 patients.

The team supports one another and we have a low turnover of staff. Our patients and the team benefit from having years of experience working at Priory View Medical Centre and understanding each other and our patients' needs.

Priory View Medical Centre has been operating as a GP Surgery since 1997. The team are very experienced and take responsibility for their area of work. The Partners are hands-on and supportive and work to ensure that staff are not stressed and can enjoy a healthy work life balance. We are also a very sociable practice that enjoys regular team nights out.

Main duties of the job

To replace the current Team Leader, who will move into a different role within Priory View Medical Centre, we are looking for an experienced Team Leader/Supervisor. This person will ensure appropriate cover is provided on reception through the management of staff rotas and organising cover during periods of absence. You will also manage any escalated patient queries and provide day to day support and direction to the experienced team.

The successful candidate will ensure best practice is implemented consistently through training and communicating clearly across the team. You will be expected to work alongside the team, providing patient support on the telephone and reception front desk.

This role would suit someone that is happy in a busy, hectic and fast paced environment, is happy to take responsibility for their area of work and enjoys working in a small, friendly and sociable team.

We are specifically looking to cover 5 hours per day five days a week (Monday - Friday)

About us

Priory View Medical Centre is part of a wider Primary CareNetwork and works in partnership with two other surgeries in the area. As wellas our own team consisting of 7 GP Partners, 3 Nurses, 2 Health Care Assistantsand 14 Administrative and Receptionist staff, we also work with PCN staffmembers that work across the three practices offering clinical, mental healthand social support to our patients

Job responsibilities

• Overseeing the workforce requirements for receptionensuring reception is always covered in a planned and future focused way. Communicate rotas to the team in advance withas much notice of change as is reasonably practicable.
• Supervise the Reception team to ensure all staff areaware of Best Practice to enable the team to carry out their duties andresponsibilities to support other staff members, patients and GPs.
• Responsible for ensuring Standard OperatingProcedures are up to date for the Reception team
• Working with the IT and Practice Administrator toensure the team receive training on systems and IT processes.
• Coordinatethe team to ensure they have the time and appropriate conditions to carry outtheir additional administrative duties.
• Workwith the team to maintain an organised work environment
• Dealingwith patient queries that have been escalated from Reception team
• Monitorincoming calls via Redcentric software and ensure appropriate receptionistcover meets demand. Manage any patient recorded hold messages through theRedcentric portal
• Greet patients and visitors to the practice
• Book in, amend and cancel patientappointment inline with practice appointments procedures ensuring optimumefficiency of the appointment system.
• Ensure that patients without appointmentsbut who need urgent consultations are booked into appropriate slots andreferred to a GP where necessary
• Receive and record requests for home visits,assessing urgency in accordance with the Practices protocols.
• Respond and/or redirect all patient and visitorrequests accordingly
• Explain practice arrangements and formalrequirements to new patients and temporary residents, ensure procedures arecompleted.
• Advise patients of relevant charges forprivate services, accept payment.
• Produce repeat prescriptions according topractice procedures and ensure timely distribution of completed prescriptions.
• Ensure correspondence, reports, results etc.are filed electronically in correct patient record
• Ensure reception and waiting areas are keptneat and tidy
• Answering incoming telephone calls, takingmessages and redirecting calls appropriately.
• Opening and locking up the building whenrequired
• Check emails on a daily basis.
• Operating the Clinical system as pertraining and direction provided
• Dealing with tasks from GPs
• Carry out anyreasonable requests in the course of your day to support the Practice

Person Specification

Experience

• Supervisory experience
• Working on a busy Reception
• Working in an office environment
• Working as part of a team
• Receiving and making telephone calls
• Information Governance
• Experience working in GP Surgery
• Change Management

Knowledge and Skills

• Good communicator, able to re-assess progress and raise concerns
• Able to suggest solutions to problems
• Friendly and welcoming
• Able to deal with angry or upset people
• Confident using the phone
• Organising and prioritising workload
• Able to treat all information with sensitivity and discretion patient information, practice information and information regarding colleagues

Qualifications

• GCSE grade A to C in English and Maths
• Management or Leadership qualification, ie ILM Leadership and Management Level 2

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.