Job Description

We are looking to recruit a Medical Receptionist Team Leader to join our friendly and supportive team. The role is for 30 to 36 hours per week, Monday to Friday, rota to be confirmed.

The post holder will be required to manage the day to day supervision of the reception office and reception team whilst undertaking reception duties.

The role of the Reception Team Leader is demanding therefore the ideal candidate will possess excellent communication and organisation skills and be able to work as part of a team.

Previous experience experience working within a GP practice is desirable, however experience working with the public is essential.

Main duties of the job

Manage a busy reception and reception staff Produce staff rotas, organise, and participate in sickness and holiday cover. Support administrative staff, providing cover during staff absences. Action incoming emails and correspondence as necessary Complete opening and closing procedures in accordance with the duty rota As required, support the prescriptions team in the management of repeat prescriptions, ensuring they are processed accurately and efficiently. Add Clinic sessions to SystmOne when Operation Manager is not available Training and induction of all new staff and identify ongoing training needs and provide training when required. Support reception staff development, provide guidance and direction, ensuring staff are up to date with mandatory training. Support the Operations Manager with all Patient Participation Group related matters. Brief and welcome locums on arrival and provide support. Responsible for reporting deaths, following the deaths protocol. Responsible for maternity discharges and in turn booking 8-week baby checks, sending letters to new mothers. Support the health promotion lead and display promotional material on the allocated notice boards and in the waiting room. Partake in audits as directed by the audit lead.

Further Responsibilities

The following are the core responsibilities of the Reception Team including 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:

Maintain and monitor the practice appointment system Signpost patients via telephone, F2F or online consultation to the correct service using the care navigation tool. Initiating contact with and responding to requests from patients, team members and external agencies Clinically code data on Sysmon Photocopy documentation as required. Data entry of new and temporary registrations and relevant patient information as required. Input data into patients' healthcare records as necessary Direct requests for information, i.e., SAR, insurance/solicitors' letters and DVLA forms to the administrative team Manage all queries as necessary in an efficient manner Carry out system searches as requested Maintain a clean, tidy, effective working area at all times. Monitor and maintain the reception area and notice boards. Support all clinical staff with general tasks as requested.

Generic Responsibilities

All staff at Folly Lane Medical Centre have a duty to conform to the following:

Equality, Diversity and Inclusion

A good attitude and positive action towards Equality Diversity & Inclusion (ED&I) creates an environment where all individuals can achieve their full potential. Creating such an environment is important for three reasons - it improves operational effectiveness, it is morally the right thing to do, and it is required by law.

Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

Patients have a responsibility to treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued, and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that they treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire (SHEF)

This organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing and safety.

The post holder is to manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients and monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines.

All personnel have a duty to take reasonable care of health and safety at work for themselves, their team and others and to cooperate with employers to ensure compliance with health and safety requirements.

All personnel are to comply with the:

Health and Safety at Work Act 1974

Environmental Protection Act 1990

Environment Act 1995

Fire Precautions (workplace) Regulations 1999

Coronavirus Act 2020

Other statutory legislation which may be brought to the post holder's attention

Confidentiality

The organisation is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality.

It is essential that, if the legal requirements are to be met and the trust of our patients is to be retained, all staff must protect patient information and provide a confidential service.

Quality and Continuous Improvement (CI)

To preserve and improve the quality of this organisation's outputs, all personnel are required to think not only of what they do but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work.

The responsibility for this rests with everyone working within the organisation to look for opportunities to improve quality and share good practice and to discuss, highlight and work with the team to create opportunities to improve patient care.

Folly Lane Medical Centre continually strives to improve work processes which deliver healthcare with improved results across all areas of our service provision. We promote a culture of continuous improvement where everyone counts, and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Staff should interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice.

All staff are to contribute to investigations and root cause analyses whilst participating in serious incident investigations and multidisciplinary case reviews.

Induction

At Folly Lane Medical Centre you will be required to complete the induction programme and the practice management team will support you throughout the process.

Learning and development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competence to perform their role. All staff will be required to partake in, and complete mandatory training as directed by Reception Team Leader. It is an expectation for this post holder to assess their own learning needs and undertake learning as appropriate

The post holder will undertake mentorship for team members and disseminate learning and information gained to other team members to share good practice and inform others about current and future developments (e.g., courses and conferences).

The post holder will provide an educational role to patients, carers, families and colleagues in an environment that facilitates learning.

Collaborative working

All staff are to recognise the significance of collaborative work and understand their own role and scope and identify how this may develop over time. Staff are to prioritise their own workload and ensure effective time-management strategies are embedded within the culture of the team.

Teamwork is essential in multidisciplinary environments and the post holder is to work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working and working effectively with others to clearly define values, direction and policies impacting upon care delivery

Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.

All staff should delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence. Plans and outcomes by which to measure success should be agreed.

Managing information

All staff should use technology and appropriate software as an aid to management in the planning, implementation and monitoring of care and presenting and communicating information.

Data should be reviewed and processed using accurate SNOMED/read codes to ensure easy and accurate information retrieval for monitoring and audit processes.

Service delivery

Staff will be given detailed information during the induction process regarding policy and procedure. The post holder must adhere to the information contained within the organisation's policies and regional directives, ensuring protocols are always adhered to.

Security

The security of the organisation is the responsibility of all personnel. The post holder must ensure they always remain vigilant and report any suspicious activity immediately to their line manager.

Under no circumstances are staff to share the codes for the door locks with anyone and are to ensure that restricted areas remain effectively secured. Likewise, password controls are to be maintained and are not to be shared.

Professional conduct

All staff are required to dress appropriately for their role.

Person specification - Reception Team Leader

Qualifications

Essential

Educated to GCSE level or equivalent

GCSE Mathematics and English (C or above)

Desirable

AMSPAR Receptionist Qualification

NVQ Level 2 in Health and Social Care

Experience

Essential

Experience of working with the general public

Experience of working in a healthcare setting

Skills

Essential

Leadership skills

Excellent communication skills (written and oral)

Strong IT skills

Clear, polite telephone manner

Competent in the use of Office and Outlook

Effective time management (planning and organising)

Ability to work as a team member and autonomously

Good interpersonal skills

Problem solving and analytical skills

Ability to follow policy and procedure

Desirable

SystmOne

Personal Qualities

Essential

Polite and confident

Flexible and cooperative

Motivated

Forward thinker

High levels of integrity and loyalty

Sensitive and empathetic in distressing situation

Ability to work under pressure

Job Types: Part-time, Permanent

Pay: 13.20-14.00 per hour

Expected hours: 30 - 36 per week

Benefits:

Company events Company pension Free flu jabs Free parking Health & wellbeing programme On-site parking
Schedule:

Monday to Friday
Work Location: In person

Application deadline: 30/05/2025
Expected start date: 01/06/2025