Job Description

1. Staff Leadership Team Oversight:

Supervise and support a team of 18 receptionists, ensuring efficient workflow and adherence to practice protocols. Leave Scheduling: Coordinate, approve and record staff leave, arrange cover and ensure adequate capacity at all times. Training & Development: Conduct staff inductions, organise training, and facilitate annual appraisals.

Disciplinary Procedures:

Address performance issues and implement disciplinary actions in line with HR policies with the support of the Practice Manager 2. Operational Support IT and Process troubleshooting: Resolve day-to-day procedural and IT-related issues promptly to minimize disruptions. Procedure: Create or maintain and update a reception procedures list, ensuring all staff are informed of changes. Student Programme: Liaise with medical school, medical students and neighbouring practices to set times for tutorials, meetings and onboard/induct students.

Premises/Workstations:

Assist in occasional basic maintenance, cleaning and moving of premises and or workstations. Capacity assistance: Assist with reception cover to manage unexpected issues with capacity. Project Work: The reception lead will be expected to undertake some occasional project work where they can see through the planning and delivery of project work. This could for example encompass the development of a training programme and documentation.



Contribution to policy work. Or assisting with the rollout of entirely new projects. 3. Communication & Coordination Team Meetings: Organise and chair regular reception team meetings to discuss updates, address concerns, and promote team cohesion.

Liaison:

Act as a point of contact between the reception team and other departments, facilitating effective communication. Patient Interaction: Handle complex patient inquiries and complaints, ensuring a high standard of customer service. 4. Administrative Duties Scheduling: Assist in managing the appointment system, ensuring optimal utilisation of clinical staff time.

Documentation:

Oversee accurate processes and procedures by maintaining repository of information on team process, policy and updates Nursing Administration: Assist the nursing team with oversight of all nursing adjacent responsibilities including multiple recall systems and practical or compliance issues (such as fridge checking). EMIS Workflow Distribution Oversight: Manage, maintain and action some EMIS distribution processes.