Reception Team Leader

To ensure the front of house service of meeting and greeting is welcoming and portrays the image of high quality, professional and patient focused care

To converse with patients and visitors by speaking clearly and precisely and with confidence both over the phone and face to face at the desk

To ensure a high focus on customer satisfaction by dealing with queries in a speedy and accurate manner applying sympathy and apathy as relevant

To work to the protocols with regard booking appointments, repeat prescriptions, ordering of patient transport including emergency ambulances and all other duties as explained to you by the Patient Services Manager

To deal with general queries and effectively liaise with clinicians and other staff as required

To support clinicians during their clinics by effectively dealing with their queries and tasks as requested. This may be the need for some stock in their rooms or to chase an appointment with the hospital or other ad hoc request

To support provide chaperoning service at request of clinician and or patient

To ensure patient confidentiality, including the use of the computer system and visibility of the screen as well as the transfer of written and verbal communication

To effectively liaise with colleagues both in the reception team and the backroom administration team

To undertake administrative duties as outlined by your line manager in line with the wider function the reception team provides to the practice. Such duties could range from ensuring consulting rooms are appropriately stocked, registering new and temporary patients, dealing with repeat prescription requests, ringing patients to confirm if they will be attending a clinic appointment, to filing and other general office duties.

Contribute to the overall performance of the Practice by providing administrative support in respect of performance targets including Quality & Outcomes Framework (QOF).

General

To challenge in a constructive way and actively seek new ways of working, constantly looking for improved processes and procedures across whole systems

To reduce waste in all forms including ensuring best use of staff time and skill mix as well as the use of consumables, materials, equipment and other resources such as ensuring surgeries run to full capacity

To be an advocate of the practice portraying a professional and corporate image at all times

To actively take part in relevant training and education sessions

Some duties may change in line with the needs of the practice. These will stay within reasonable scope to those outlined above and will be discussed with you at the time