Senior Receptionist in Leeds

Medical Reception experience is essential. Working to oversee a team of anywhere between 5-15 Receptionists, we currently have a new exciting opportunity for a Senior Receptionist / Reception Supervisor to join our growing team. The Senior Receptionists oversee the smooth running of the Reception service for Guiseley and Yeadon Medical Practice at Yeadon Health Centre and Netherfield Road Surgery in Guiseley.

The two people will be responsible for the day to day supervision of all reception staff and associated functions, ensuring all functions are carried out in accordance with agreed protocols, standard operating procedures and time scales. Reporting to the Practice Manager, the two Senior Receptionists take charge of the shift and promote a harmonious, professional and efficient atmosphere and in this patient facing role also ensuring sufficient cover.

Salary: 14.05 per hour

Hours of Work: Full Time: 30-37.5 hours per week

There is already an afternoon Supervisor/Senior Receptionist, so this vacancy is to cover the morning shifts with some overlap for meetings/handover with the other existing Supervisor.

Accountable to: Practice Manager

Responsible for: Coordinating all Receptionists within the Practice.

Main duties of the job:

• This role is to work at Guiseley and Yeadon Medical Practice.
• To support the Practice Manager and other Supervisor in the achievement of the following areas:
• The following supervisory tasks should be undertaken in addition to the regular duties of a Receptionist, with time given on a protected basis when staffing levels and demand allow.
• Deal with complex enquiries from patients including informal complaints.
• Listening to such patient concerns should be done at reasonable times and for reasonable period of time, bearing in mind the other priorities that may have been allocated to you.
• Helping Receptionists colleagues with any complex requests or questions, supporting or directing them to finding the answer and subsequently training other members of the team in the outcome if needed.
• Induction, training and ongoing support of all new staff to agreed standards in all areas involving Reception duties and responsibilities.
• Oversee and ensure time is allocated for the regular refresher of e-learning and all statutory and mandatory of all reception staff.
• Ensure adequate staffing levels, approve annual and other leave in line with policies.
• Organise rota ensuring all functions are covered as required and ensure that these rotas are in place and that staff adhere to them on the day.
• Reporting any staffing concerns to the Practice Manager.
• Working within allocated budgets in terms of staff cover and consumables.
• Maintain confidentiality at all times and advise reception colleagues on any GDPR training issues, or questions.
• Troubleshoot IT problems and identify solutions to strain staff on how to do the same.
• Manage day to day issues that may arise within the team or with individuals including training needs, patient feedback, performance or efficiency/effort.
• Regularly evaluate quality of individual and team performance and liaise with the Practice Manager.
• Support the Practice Manager with the induction, review and annual appraisal process for reception staff.
• Deal with general telephone enquiries from patients and general public.
• Book appointments and home visits.
• Oversight of Appointment system and Telephone Call screens to maintain good and efficient access for patients.
• Liaise with the Practice Manager regarding room allocations for staff.
• PCSE ordering including NHS supplies exemption forms and office stationery.
• Feedback for reception staff from call recording audits.
• Making suggestions for improvements and systems that need review.

Guiseley and Yeadon Medical Practice has recently been working in collaboration with Aire Valley Surgery to review systems, staffing and patient experience. After a period of significant change over the last year, we are looking forward to introducing a permanent morning Supervisor/Senior Receptionist. These two supervisory roles provide assurance and feedback to our Reception team for their training and development and for patient safety and satisfaction.

Person Specification:

Qualifications 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.