receptionist London, England
Job description
RECEPTION LEAD JOB DESCRIPTION
JOB TITLE: Reception Lead
LOCATION: Burney Street Practice
REPORTS TO: Deputy Practice Manager
ACCOUNTABLE TO: Practice Manager
HOURS: 37.5 hours per week / Over 5 days, Monday to Friday.
Job Purpose:
The post holder’s main responsibility will be to lead Reception and Reception/Admin staff in order to ensure patient services are delivered smoothly at all times with adequate cover, and that contact between members of the public and the practice are of the highest quality and meet the clinician’s needs: this includes; Front desk and telephone services, day-to-day supervision of all Reception staff and associated functions, ensuring all Reception staff work in accordance with agreed procedures, protocols and time-scales.
The post holder will work closely with the Deputy Practice Manager to ensure that Reception staff are continually developing, both as individuals and to meet the continuing changes within the practice to agreed standards. The post holder will give feedback to the Deputy Practice Manager/Practice
Manager to ensure that all issues are addressed within both Reception and the wider context of practice development.
Job Responsibilities:
The list of duties below is not exhaustive and may be subject to change as deemed necessary.
- To fully supervise the Reception team including; assisting and guiding Reception staff, ensuring that all front line services run smoothly at all times, providing front desk and telephone cover.
- Assess the Reception workload, prioritise and allocate/delegate appropriately to members of the Reception team, ensuring all deadlines are met and administrative items are kept up-to-date.
- Ensure opening up/locking up procedures of the premises are maintained and adhered to.
- To initiate and develop new ideas on Reception organisation, working with the Deputy Practice Manager.
- Ensure that the waiting rooms are kept clean and tidy and maintaining this on a daily basis to ensure no hazardous objects are left in the Reception area i.e. boxes are folded down and put in the recycle bin outside the front of the surgery.
- To promote team working and encourage development of the Reception team within a positive working environment, acting as a role model, supporting and motivating team members and promoting good staff relations.
- Work with the Deputy Practice Manager to produce weekly staff rotas to ensure staffing levels are adequate at all times, including late evening shifts. Inform the Deputy Practice Manager of any anticipated difficulties with cover.
- Ensure practice policies and procedures are followed and adhered to by all members of the Reception team and inform Deputy Practice Manager of any issues arising.
- Ensure the Reception team is made aware of and trained in any changes in Reception protocols and procedures, with particular attention to patient confidentiality issues.
- Work with the Deputy Practice Manager to ensure that Personal Learning Plans for the Reception team are reviewed regularly to ensure that appropriate training and learning needs are met.
- To carry out the induction of new staff members in a timely manner and work with the Operations Lead to sign off any other training for the Reception team.
- Work with the Operations Lead to keep the Induction pack up-to-date.
- Carry out general Reception duties as per Reception job description.
- Ensure stock control/supplies within Reception are adequate and report any shortage to the Deputy Practice Manager.
- To supervise post opening, and scanning of the documents received, including post to host scanning, ensuring is it completed on a daily basis and in a timely manner.
- To supervise and ensure the maintenance of incoming medical records are summarised in a timely manner. Any issues are reported to the Deputy Practice Manager.
- To ensure appropriate handover/communication processes are in place on a daily basis and remind staff who are not adhering to the protocol.
- To hold weekly meetings with the Deputy Practice Manager to discuss any Reception issues and action the outcome accordingly.
- To ensure the Room Rotas are completed at both sites for the following day. Any issues should be reported to the Deputy Practice Manager.
- To ensure all Reception/Admin staff complete their mandatory training annually and liaise with the Practice Manager with updates.
Services for Patients
- To ensure information in the waiting rooms is accurate and up-to date, and liaise with those responsible for the noticeboards where appropriate.
- To ensure telephone calls are answered in a timely manner by Reception, monitoring waiting times and queue length and reporting any issues to Deputy Practice Manager/Operations Lead.
- To both deal with general telephone enquiries from patients and general public, and the more complex enquiries from patients, as well as supporting the team with more challenging phone calls.
- Ensure the Patient check-in system is accurate, reflecting clinicians’ whereabouts on any given day, including information on locum doctors or nurses.
- To identify and troubleshoot problems that will affect the services offered to patients, reporting them to the Deputy Practice Manager as necessary.
- To ensure the Home Visit book is completed by both Reception staff and the clinician visiting the patient, and that the correct patient records are printed and kept ready for the clinician prior to their visit.
- To monitor and ensure repeat prescription requests received over the phone, via e-Consult and collection box are dealt with by the prescription clerk.
- Audit the prescription collection boxes, letters and tests drawers and any other collection documents to ensure out of date documents such as prescriptions are destroyed following the Practice protocol. This to be monitored on a weekly basis and findings reported to the Deputy Practice Manager.
General Duties
- To attend relevant practice staff meetings, Awaydays and training days as appropriate.
- To assist the Reception Manager and ensure cancelled clinics are appropriately delegated and dealt with by the Reception team.
- To ensure the front desk is always staffed and that staff are rotated around all functions of Reception (front desk, telephones, on-call administration and scanning desk).
- To monitor and ensure that patient confidentiality is adhered to and data security is maintained.
- To monitor late attendance by Reception staff and report these to the Deputy Practice Manager.
- To monitor and record holiday requests and validate overtime (paid or lieu) for Reception staff, ensuring adequate cover at all times.
- To communicate effectively and promptly in response to all enquires using a high level of discretion, tact, diplomacy and empathy in a calm and collected manner, which will ensure a smooth, efficient, friendly and welcoming Practice.
- To take accurate messages and relay them to the relevant personnel in the most appropriate manner.
- Ensure the building is secure upon exit at the end of the day.
- Ensure that all staff within Reception understand and act upon the prompts (QOF/Pink box) in patient’s notes.
- To develop, implement and embed efficient Reception processes and procedures.
- To ensure the originals of scanned documents are destroyed on a rolling 3 month basis. – To introduce.
Supervisory & Staff Management duties:
- To assist the Operations Lead to co-ordinate training and staff inductions, ensuring it is completed by the appropriate deadlines.
- To act as a role model for Reception staff, supporting, motivating and promoting good staff relations.
- To act as Holiday manager for the Reception team.
- To perform Reception Staff appraisals annually, with the Deputy Practice Manager.
- To address any poor performance with the Receptionist concerned and liaise with the Deputy Practice Manager to plan any remedial actions.
- Use Practice Index to record any absence, holidays or training.
- Liaise with the Practice Manager concerning staffing and organisation of work, suggesting improvements where appropriate.
- Conduct Return to work interviews with the Operations Lead and staff returning from sickness absence, document the meeting and record in employee’s HR file.
Information / Information Technology:
- Have a working knowledge of all software and hardware used within the Reception area
- Deal with IT problems in the Reception area, contacting the IT department if necessary
- Train staff in use of the IT systems
- Ensure that all telephone calls are answered and processed quickly and efficiently by all staff.
- Act as central source of information
Patient Services:
- To fully understand the New Patient Registration Processes (GMS1/GMS3)
- Understand FP69s and process them in accordance with the practice policy
- To ensure Patient Registrations and Deductions are carried out in timely manner.
- To train Reception staff and ensure they understand the correct Registration processes, along with their reception duties.
Personal Development and Training:
- Attend all Mandatory and Statutory training as required or indicated by the management team.
- Take responsibility for your own development, learning and performance and demonstrating skills to others who are undertaking similar training and development.
Confidentiality:
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in regard 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 regarding patients and their carers, and other healthcare workers. They may also have access to information regarding the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential
- Information regarding 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 regarding confidentiality and the protection of personal and sensitive data.
Communications:
- The post holder will recognise the importance of effective communication within the team and will strive to: o Communicate effectively with all team members. o Communicate effectively with patients and carers. o Communicate effectively with Out Of Hours Clients and Locums. o Recognize people’s needs for alternative methods of communication and respond accordingly. o Communicate on a proactive basis, as well as a responsive basis.
General Tasks:
- Assist with the gathering of statistics and information when required.
- Provide cover for members of the support team during periods of absence.
- Carry out administrative tasks as delegated by clinicians and non- clinical staff.
- Any working issues identified should be proactively brought to the attention of the relevant person, or escalated appropriately.
- Manage and prioritise own workload.
- To ensure safeguards are robustly followed, in order to minimise errors and reduce risk.
- Any other tasks allocated by managers.
Health & safety:
The post-holder will proactively assist in the promotion of a safe working environment, ensuring their safety and security, and that of others, as defined in the practice Health & Safety Policy, the practice Health & Safety manual, the practice Infection Control policy and other published procedures. This will include:
- Using personal security systems and procedures within the workplace, according to practice guidelines.
- Identifying the risks involved in work activities, and undertaking such activities in a way that manages or mitigates those risks.
- Using appropriate Infection Control procedures, maintaining work areas in a tidy and safe way, free from hazards.
- Actively reporting health and safety risks or hazards, or infection risks immediately, when identified.
- Keeping your own work areas and general / patient areas generally clean and tidy, assisting in the maintenance of general standards of cleanliness, consistent within the scope of the job holder’s role.
- Undertaking periodic Infection Control training (minimum annually).
- Ensure the welfare of children and other vulnerable patients, by adhering to the Safeguarding protocols.
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 respectful and non-judgmental, in regard to other people and their circumstances, feelings, priorities and rights.
Quality of work and Practice Services:
The post-holder will strive to maintain and improve standards within the practice, and will proactively:
- Alert other team members to issues of quality and risk.
- Assess own performance and assume accountability for their own actions, either directly or under supervision.
- Contribute to the effectiveness of the team, by reflecting on their own and the team’s activities, and making suggestions on ways to improve and enhance the team’s performance.
- Work effectively with individuals in other agencies to meet patient’s needs.
- Effectively manage own time, workload and resources.
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 their work.
- Participate in audits where appropriate.
- Work closely with the Practice Manager.
- Hold fortnightly meetings with the Practice Manager, and provide updates in all the above areas.
- Assist the Practice Manager and Deputy Practice Manager, as and when required, with other jobs.
Person Specification – Reception Lead
Qualifications
Essential
Educated to GCSE level or equivalent (English GCSE)
GCSE Mathematics & English (C or above)
Desirable
Basic IT qualification such as ECDL
AMSPAR Receptionists Qualification
NVQ Level 2 in Health and Social Care
Experience
Essential
Experience of working with the general public.
Experience of working in a GP Practice
Experience of working within a pressurised environment.
Previous Receptionist experience, preferably within a healthcare setting or similar.
Desirable
GP Senior Reception experience
Experience of administrative duties
Experience of working in a health care setting
Skills
Essential
Excellent communication skills (written and oral).
Excellent interpersonal skills with a sympathetic and caring approach to the public.
Understanding the need for confidentiality & data awareness issues.
Strong IT skills.
Competent in the use of Office and Outlook.
Knowledge of EMIS Web (or other clinical system).
Willing to take advice, follow instruction and undertake delegate duties.
Effective time management (Planning & Organising).
Ability to work as a team member and autonomously.
Ability to prioritise workload and multitask.
Good interpersonal skills.
Problem solving & analytical skills.
Ability to follow policy and procedure.
Personal Qualities
Essential
Polite and confident.
Professional appearance and conduct.
Friendly and approachable manner.
Flexible and cooperative.
Motivated.
Forward thinker.
High levels of integrity and loyalty.
Sensitive and empathetic in distressing situations.
Ability to work under pressure.
Other requirements
Essential
Flexibility to work outside of core office hours
Disclosure Barring Service (DBS) check
Job Type: Full-time
Ability to commute/relocate:
- London: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (preferred)
Experience:
- Customer service: 1 year (preferred)
- Administrative experience: 1 year (required)
Language:
- English (preferred)
Work Location: In person
Application deadline: 29/07/2023
Reference ID: RecepLead2023
