Job Description

Company Overview

Lordswood Medical Practice is a dynamic and forward-thinking healthcare provider, part of a collaborative network dedicated to delivering exceptional patient care. Our team comprises experienced healthcare professionals and administrative staff committed to fostering a supportive environment for both staff and patients.

Location:

The post holder will be located either Selcroft or Quinton Family Practice practices but may be asked to cover at other sites if required.

Job Summary:

The role of Senior Receptionist is to lead, guide and support the reception team for the site that you work at. Identify training needs, assisting with the induction of new staff and ensure that the front of house operations runs smoothly. Delivering excellent patient care is of the utmost importance.

The Senior Receptionist plays a crucial role in balancing patient satisfaction with practice efficiency. They ensure patients feel supported while also keeping operational processes running smoothly. This role is seen as the bridge between patients, reception staff, and clinical teams.

Key Responsibilities:

Supervise, train and support reception staff for the practice at you work at.

Allocate daily tasks and monitor performance.

Create a culture of learning and ensure that you and all receptionists are delivering the highest patient care and service possible.

Handle escalated patient queries and complaints at first point of contact, use the escalation process up the Practice Director if required.

Cover at other practices in times of absence and work as a team with other Senior Receptionists.

Manage appointment bookings, cancellations, and waiting lists.

Process correspondence, manage the patient emails in box.

Ensure reception area is well?organised and welcoming.

Contribute to practice meetings and service improvement initiatives and create a culture of innovation.

Work alongside the Practice Director to uphold health and safety, safeguarding, and data protection standards whilst creating a safe workplace.

Confidentiality:

Create a confidential culture in ensuring the security of data, employee information and patient data. Ensure that confidentiality policies, standards and guidance are adhered to by staff at all times and create a confidential structure within the workplace. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. Be a strong role model for staff and create a

Equality and Diversity:

The post-holder will work alongside the PD to build an inclusive workplace through proactive actions, measurable outcomes and fostering a culture where dive4rsity is valued and inclusion is integral to everyday work practices.

Acting in a way that recognises the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation. Respecting the privacy, dignity, needs and beliefs of patients and staff. Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include: 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.

Behaviours, Qualities & Experience

Positive attitude and strong patient focus.

A team player who will jump in and support as and when required in the front of house.

Compassionate leader, who is confidential and professional at all times.

Experience

Previous experience in a GP practice or healthcare in a senior reception role.

Strong communication and interpersonal skills.

Ability to manage a team, work under pressure and create an inclusive workplace.

Proficiency in practice IT systems (e.g., EMIS, SystmOne).

Problem?solving and conflict resolution abilities.

Job Types: Full-time, Permanent

Pay: 14.23 per hour

Expected hours: 37.5 per week

Benefits:

Company pension Free flu jabs Free parking On-site parking Sick pay
Work Location: In person