Lead Receptionist in Stoke-on-Trent

The post holder will be highly experienced in all duties and responsibilities of a receptionist and serve as a primary support person to the reception administration team. The position is a senior role with day-to-day responsibilities in the areas of leading, performing and directing the reception team. The position holder will take responsibility for the effective running of the practice reception and liaise with the Practice Manager or Deputy Practice Manager to ensure day-to-day duties are completed efficiently.

Main duties of the job:

• Accountable for the smooth running of reception, including all reception processes.
• Direct supervisory responsibility for Reception Admin Team including performing annual appraisals.
• Implement efficient processes for all reception activities, ensuring that all members of the admin team are fully trained to undertake all reception duties.

About us:

We are a large team, spread across 2 sites with 8 GPs, 6 nurses and a large admin/reception team. We look after over 11,000 patients across our catchment area, providing excellent clinical and customer service.

Job responsibilities:

• Accountable for the smooth running of reception, including all reception processes.
• Undertake a variety of administrative duties to assist in the smooth running of the practice.
• Direct supervisory responsibility for Reception Admin Team including performing annual appraisals.
• Implement efficient processes for all reception activities, ensuring that all members of the admin team are fully trained to undertake all reception duties.
• Promote and build an effective reception admin team environment.
• Handle any reception queries and situations that may arise from patients, visitors, other healthcare agencies etc., being the first point of contact for all complaints.
• Provide support and leadership to all reception staff on a day-to-day basis.
• Oversee and maintain reception staff rotas.
• Responsibility for organising cover for holidays, sickness and compassionate leave.
• Provide administrative support to the Practice Manager or Deputy Practice Manager.
• Ensure that the reception administration team have read, understood and are compliant with all practice policies and procedures.
• Effectively prioritise workload and be able to work efficiently under pressure.
• Effectively manage patients professionally when required and have the ability to liaise with the necessary organisations.
• Appropriately perform all reception responsibilities in accordance with established protocols.
• Oversee the supervision and training of new staff.
• Ensure all reception duties are carried out and report any staff work-related performance issues to the Practice Manager or Deputy Practice Manager.
• Monitor & maintain an adequate supply of stationery & stock at all times.
• Write, implement and monitor all practice reception protocols.
• Maintain and monitor the practice appointment system.
• Attend team meetings or other Practice meetings as required.
• Any other duties deemed necessary.

Person Specification:

• Previous experience in leading a team.
• Previous experience working in a fast-paced setting.
• Previous experience working in primary care/NHS.

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.