Job Description

To be responsible for the leadership and management of a team of receptionists, ensuring all reception duties are performed effectively and to the required standard, meeting the objectives of the practice. To maintain support for clinical team, attached staff and practice colleagues. To work in accordance to the practice protocols and policies.

You will perform various duties, tasks, and responsibilities;

• Act as line manager to the reception team and ensure HR policies are adhered to
• Ensure reception staff are trained and competent in their role
• Ensure effective running of all reception duties
• Attend management meetings to aid with and plan for continued service development as part of the practice business planning strategy
• Coordinate the activities of the reception team
• Ensure that every phone call is handled in a courteous and professional manner and that all visitors are appropriately attended to
• Responsible for directing patient queries accordingly
• Ensure the efficient processing of prescriptions and medication requests by all receptionists
• Ensure compliance with all company policies, procedures, and guidelines
• Provide support, mostly administrative to other members of staff according to the directives of the manager

Working to ensure delivery of excellent patient services and customer care.

• Oversee the running of reception and administration office.
• Co-ordinate the cancellation or amendments to clinics and surgeries.
• Plan and oversee patients’ access to services, and report any foreseen problems to the Practice Manager.
• Ensure health promotion campaigns are targeted to relevant groups.
• Oversee patient feedback about using the practice facilities.
• Be the first point of contact for patient complaints in accordance with practice policy.
• Ensure patient information is up-to-date and available, such as the practice leaflet, posters and patient leaflets.
• Manage telephone calls both incoming and outgoing.
• Ensure telephones are answered by reception staff promptly and professionally.
• Ensure that the system is operational at all times and swiftly reporting any operational issues to the Practice Manager.
• Manage systems for registering patients, repeat prescribing, messages, home visits, etc.
• Be responsible for the supervision and development of all reception staff.
• Ensure excellent customer services to patients and users of the practice.
• Supervise the reception staff day-to-day.
• Assist with recruitment and selection of new staff.
• Undertake induction and ensure training of staff.
• Undertake regular performance reviews and staff appraisals if required.
• Assist the Practice Manager in dealing with any grievances or disciplinary issues.
• Ensure optimum staffing levels at all times with sickness absences managed accordingly.
• Oversee teamwork through well-run staff meetings.
• Ensure effective and efficient patterns / methods of work for all staff.
• Report attendance records of reception staff.
• Assist with sick leave and back-to-work interviews for all absences.
• Ensure confidentiality is maintained at all times and encourage the professionalism of all staff.
• Report faults or premises matters requiring emergency repairs.
• Ensure that all personnel remain aware of and compliant with the security measures for the premises including intruder alarms, fire alarms and panic buttons.
• Ensure adherence to Health and Safety and fire procedures throughout the practice.
• Be responsible for the reception areas and physical environment.
• Ensure the waiting rooms and common patient areas are kept tidy.

Benefits:

• Company pension
• Employee discount
• Store discounts

Schedule:

• Monday to Friday

Work remotely:

• No

Required Knowledge, Skills, and Abilities

Experience:

• Administrative Assistants & Receptionists: 1 year (preferred)