Job Description

JOB SUMMARY

Leading the team, responsible for delivering exceptional customer service to patients and visitors as the public face of the practice.

Supervising/Supporting reception/ admin staff, whilst working as part of the team. Ensuring all functions are carried out in accordance with agreed protocols and timescales, liaising with the Deputy Manager where necessary.

DUTIES AND RESPONSIBILITIES OF THE POST

Working under the deputy manager, ensuring day to day support/supervision for all reception staff, answering all general queries taken by team and from other staff. Reception / Admin team rotas and annual leave cover Reception / Admin Team appraisals under direction of the deputy manager Covering reception shifts Disseminating information received from deputy manager to the reception team:- ensuring staff understand new/changed procedures. Ensuring "Best practice and clear messaging" across the team Support induction of new team members Day to day management of the various appointments, in line with agreed protocols, monitoring and highlighting anomalies. prioritising medical appointments to support patient care Assisting with appointment rescheduling with guidance from deputy manager Ensure reception area and waiting room are kept tidy at all times. Ensuring the induction and training of all new reception staff to agreed standards. Forms/documents from patients - confirming fee with team members, checking forms to see if actual examination needed and liaising with GP on other items possible required "ie private x-rays" Checking all appointments are booked appropriately, ie in correct slots, correct amount of time Ensuring reception / scripts email is checked and actioned regularly Making sure team are signposting to the right places Overseeing any problems at front desk, whether in person or by phone if at alternative site. Registration queries/OOA queries Making sure the daily/monthly/quarterly housekeeping duties are done Covering/supporting/directing insurance admin and smear queries during holiday periods Make sure signs/notices are displayed where appropriate for staff changes, students etc Make sure team pick up deaths and process forms in line with latest guidelines Make sure temporary patients are dealt with appropriately (ie has patient tried their own surgery first) Deal with patient online access queries Generally having an ear to the ground/what's going on around.

Job Responsibilities: Appointment checking

Checking of Practice rotas

Job Responsibilities: Reception

Opening up/locking-up of practice premises and maintaining security in accordance with practice protocols. Maintaining and monitoring the practice appointments system. Deal with general telephone enquiries from patients and general public, ensuring callers are directed to the appropriate healthcare professional. Make appointments for patient to see Doctor, Nurse and other clinical or non clinical staff associated with the Practice. Record messages for Doctor, Nurse and Administrative staff. Key in patient identification data to computer. Register new patients including compilation of patient files. Retrieve patient notes for return to health board. Ensure accuracy of patient payments and petty cash across both sites Processing and distributing incoming (and outgoing) mail. Filing and retrieving paperwork. Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures. Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers. Providing clerical assistance to practice and Trust staff as required from time to time, including word/data processing, filing, photocopying and scanning. Ordering, re-ordering and monitoring of stationery and other supplies. Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter.

The above list of duties is not exhaustive and may be subject to change as deemed necessary

Qualities/Experience:

Essential:

Demonstrable experience of supervising a team of people, in a paid or voluntary capacity. Good General IT skills: basic office and internet use essential.

Desirable:

Experience in a Primary Care setting .

Communication

Communicate effectively with other team members. Communicate effectively with patients and carers. Recognise people's needs for alternative methods of communication and respond accordingly.

Personal/Professional Development

Participate in any training programme implemented by the practice as part of this employment. Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work Participating in all mandatory practice training.
There may also be a requirement to undertake other similar duties as part of this post in order to provide a quality service. These will be consistent with the level of responsibilities outlined above.

This job description may be reviewed from time to time in light of developments and may be amended in consultation with the post holder

Job Type: Part-time

Pay: 17,550.00-18,850.00 per year

Expected hours: 25 per week

Benefits:

Company pension
Schedule:

Monday to Friday Overtime
Experience:

Supervising a team : 1 year (required)
Language:

English (required)
Work Location: In person

Application deadline: 01/08/2025
Reference ID: RECEPL25