Reception Team Leader

We are seeking a dedicated Reception Team Leader to join our team at Churchfields Surgery, where we pride ourselves on providing excellent patient care in a supportive and friendly environment.

Key Responsibilities:

• Provide and maintain an exceptional service to patients and any other visitors to the practice by addressing queries, managing appointments and ensuring a welcoming and positive atmosphere.
• Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
• Follow our comprehensive care navigation system to ensure patients who contact the Surgery are directed to the most appropriate care pathway.
• Ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
• Oversee administrative tasks including patient correspondence, tasks and communication. Dealing with all general enquiries, explaining procedures and making new and follow-up appointments.

• Enthusiastically lead a reception team, driving positive change and contributing to excellent patient care.
• Liaise with the management team regarding reception staff shifts, holidays and to aid rota management, ensuring adequate cover.
• Handle verbal and written patient complaints related to the department as the patient’s first point of contact, addressing any issues promptly and professionally and escalating to the management team if necessary.
• Register new and temporary patients promptly and accurately.
• Oversee and manage patients on the Out of Area Scheme.
• Monitor registrations within the workflow manager to close the quarter.
• Manage proxy access requests from care homes and patient relatives.
• Train new reception staff and provide ongoing support and development to the team.
• Attend and lead quarterly reception team meetings and attend practice meetings such as learning event meetings as required.
• Work closely with medical and administrative staff to ensure quality patient care and the smooth operation of patient clinics.
• To cover areas in Reception when needed over shorter periods.
• Adhere to all relevant policies, procedures and regulations, ensuring compliance with GDPR and implement any relevant changes into reception.
• Always maintain strictest patient and staff confidentiality.
• To carry out any other tasks as the role requires commensurate with the grading of the role.

Essential Skills and Experience:

• Previous experience in a similar role, preferably within a healthcare setting.
• Educated to GCSE Level or equivalent to include GCSE English Language.
• Evidence of keyboard and computer skills to include Word, Excel, etc.
• Experience of telephone call management, managing demand across peaks as and when they arise.
• Experience in leading, motivating, and managing a team.
• Excellent verbal and written communication skills, including the ability to communicate clearly with all levels of staff.
• Strong organisational skills with the ability to multitask and plan and prioritise effectively.
• Experience in using medical software, MS Office, and other relevant IT systems.
• A patient-centred approach with a focus on delivering high quality patient care.
• Ability to handle difficult situations with tact and professionalism.

Desirable Skills:

• Experience of Primary Care / GP Reception
• Familiarity with GP practice systems such as EMIS or SystemOne.
• Relevant qualifications in healthcare administration or leadership.
• Evidence of recent self-directed learning.