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Job description

Date reviewed: February 2023

HEATON MERSEY MEDICAL PRACTICE

JOB DESCRIPTION

JOB TITLE: RECEPTION TEAM LEADER

REPORTS TO: PRACTICE MANAGER

HOURS: 37.5 hours per week

SALARY: Dependent upon experience

Job Summary:

To manage the reception team, thereby assisting with the smooth running of the Practice.

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, polite, efficient and effective way.

Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Job Responsibilities:

Reception:

• Responsibility for organising staff rotas to ensure sufficient cover is provided
• Responsible for organising reception workload to ensure the smooth running of the team
• Provide excellent customer service to patients, carers and visitors of the practice
• Process appointment requests for urgent/routine/home visit appointments from patients by telephone and in person and be able to identify ‘red flag’ symptoms and act in accordance with practice protocol in this regard
• Convey messages to clinicians and other staff members accurately and timely
• Accept requests for repeat prescriptions in accordance with practice protocol; check the fax and prescription box for repeat prescription requests and provide completed prescriptions to patients
• Deal with enquiries from patients and carers
• Handle completed private fee work in accordance with protocol and ensure relevant fee is applied (cash handling)
• Liaising with patients regarding correspondence received
• Preparing and managing the diaries/clinics for baby clinic, 24 hour BP monitor and minor surgery
• Accept new patient registrations and relevant documentation, and be able to advise patients of practice area
• Handle samples in accordance with practice protocol

Date reviewed: February 2023

• Ensure building security – start and end of day procedures
• Provide refreshments for doctors
• Be able to cover all reception duties as necessary

Administration and Leadership:

• To act as line manager for the reception team including assisting the Practice Manager with appraisals and recruitment, addressing any minor staff issues, ensuring the team are up to date with mandatory and role specific training
• To have a thorough knowledge of all Practice procedures and to ensure any relevant amendments to those procedures are documented
• To work in accordance with written protocols including confidentiality and data handling
• To have a thorough knowledge of the Practice Complaints Procedure and act as first contact for informal complaints
• Co-ordinate and facilitate staff meetings
• To work with data and reports (such as telephone data, Friends and Family, GP Survey etc) to identify any efficiencies or training gaps
• To provide the Practice Manager with management information as required
• To manage and process patient registrations and online access

Confidentiality:

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• 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

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the Practice Health & Safety Policy, to include:

• Using personal security systems within the workplace according to Practice guidelines

Date reviewed: February 2023

• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
• Reporting potential risks identified

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognizes 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, carers and colleagues
• 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

Quality:

The post-holder will strive to maintain quality within the Practice, and will:

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources

Communication:

The post-holder should recognize the importance of effective communication within the team and will strive to:

Date reviewed: February 2023

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognize people’s needs for alternative methods of communication and respond accordingly

Contribution to the Implementation of Services:

The post-holder will:

• Apply Practice policies, standards and guidance
• Discuss with other members of the team how the policies, standards and guidelines will affect own work
• Participate in audit where appropriate

Job Types: Full-time, Permanent

Benefits:

• Company pension

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Stockport: reliably commute or plan to relocate before starting work (required)

Experience:

• Managerial: 2 years (required)

Work Location: One location