Reception Team Lead

30 hours per week over a minumum of 3 days

An exciting opportunity has arisen for a Team lead to join the reception team here at Dunelm Medical Practice.

This is an ideal opportunity if you are looking for your next challenge in Primary Care. The Reception Team Lead will ideally have at least 2 years GP Practice experience, with a good knowledge of SystmOne and the desire to lead and develop a team. If this is you, we would love to hear from you!

We are currently looking for someone who can provide the necessary leadership and support to take our well-established team forward. We are looking for the right person to join our team and that allows some flexibility.

The successful candidate will be expected to undertake a minimum of 3 days per week with flexibility on days and hours to suit the needs of the Business.

Main duties of the job

Responsible for the day to day supervision and management of all reception staff and associated functions including the clinical system, ensuring all functions are carried out in accordance with agreed procedures, protocols and timescales, reporting to the assistant practice manager as necessary. The postholder will play an important role in the continuing development of the overall administrative team as roles utilise developing technologies to further streamline the service, and pro-actively suggest and ensure implementation of changes to ways of working to improve the effectiveness and efficiency of the service.

About us

Dunelm Medical Practice is a training Practice.

We have 10 GP Partners, 1 Advanced Nurse Practitioner, Clinical Pharmacists, 1 Lead Nurse, 4 Practice Nurses, 1 Nursing Associate, 2 HCA's as well as Management, Admin, Secretarial and Reception Teams.

We are a very busy, friendly Practice based across Durham City.

Job responsibilities

The following are the core responsibilities ofthe reception team lead. There may be on occasion, a requirement to carry outother tasks; this will be dependent upon factors such as workload and staffinglevels.

The Reception Team Lead is responsible for:

Overseeing the reception services ofthe practice, ensuring staff achieve their primary responsibilities

Induction and training of all newstaff to agreed standards.

Line managing all reception staff,supporting staff development, providing guidance and direction, ensuring staffare up to date with mandatory training

To ensure staff have the relevantknowledge and skills.

Through regular assessments,identify any data quality or training issues. In conjunction with training andinformation support colleagues, ensure these are corrected and remedialaction is put in place to improve the quality of data and/or level ofservice.

Completing staff appraisals asrequired as well as regular 1:1's

Compiling reception staff rotas, ensureadequate staffing levels, approving annual and other leave and organise holidayrotas in line with agreed policy.

Reviewing and updating all receptionprocedures as required. Develop, implement and embed efficient receptionprocesses.

Act as a focal point forcommunication, advising reception and administrative staff on methods ofcommunication and best practice

Coordinate the provision of temporaryreception staff ensuring sufficient cover is provided for periods of leave andother staff absences

Maintain an effective appointmentsystem for all services

Manage the various appointments,visits, etc in line with agreed policies.

Oversee the booking of baby clinicsand 8 week checks, ensuring unused slots are reverted back to be booked in asnormal.

Ensuring staff have sent links viaaccurx for patients needing to send photos of skin rashes etc, ahead ofappointments.

Ensuring patients have been bookedinto the correct service and that care navigation is used for every patient.

Deal with more complex enquiries frompatients and deputise where necessary as practice complaints officer

Provide initial guidance and advice topatients who wish to complain

Continually assess and evaluatesystems recommending changes and improvements to the management team asappropriate.

Deal with general telephone enquiriesfrom patients and general public.

Ensure that the reception team adhereto the daily schedules of opening up, change-overs and closing

Record requests for repeatprescriptions in SystmOne.

Register new patients includingcompilation of patient files.

Manage completion of GP2GP taskswithin an agreed timescale

Resolve any Electronic Prescribing(EPS) issues which may arise, liaising with patients and pharmacy staff andusing the EPS Tracker system

Retrieval of patient notes as and whenrequired.

Make appointments for patient to seedoctor, nurse and other clinical staff associated with the practice.

Record messages for doctor, nurse andadministrative staff.

Manage all deliveries to the practice,ensuring adherence to the cold chain policy as necessary

Act as building fire marshall,ensuring evacuation lists are current and that the visitors log is usedappropriately

Complete Fire safety and Health andSafety checks as required by policy

The above list ofduties is not exhaustive and may be subject to change as deemed necessary.

Person Specification Qualifications

• GCSE English (C or above) and at least three others
• Educated to A-level / equivalent or higher, with relevant experience desirableNVQ Level 2 in Health and Social Care
• Leadership and / or Management Qualification

Skills and Qualities

• Skills:
• Excellent communication skills (written and oral)
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (Planning & Organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving & analytical skills
• Ability to follow policy and procedure
• Qualities:
• Polite and confident
• Flexible and cooperative
• Motivated
• Initiative and judgement (knowing when to ask for help)
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• Maintains confidentiality at all times
• Other requirements:
• Flexibility to work outside of core office hours

Experience

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a health care setting
• Experience of leading / managing a team
• Experience of providing appraisal writing and staff development

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.