Reception Team Leader - Healthcare Operations in London

We are looking to recruit a full-time Team Leader working Monday to Friday to join our large friendly team situated in modern premises. The role of Team Leader is to ensure that all reception team functions are delivered smoothly to meet the needs of the patients. They will be supervising this team daily. The post holder will also have their own operational administrative responsibilities.

Main duties of the job:

• Providing effective leadership and assistance to the reception team.
• Supervising the reception team, waiting areas, the overall smooth running of the clinics and administrative functions in relation to the Reception Team.
• Ensuring adequate training and support of existing staff and inductions of new staff.
• Managing the reception rota and arranging cover for annual leave and unplanned absences.
• Dealing with incoming Accurx Triage online requests in line with practice protocols.
• Assisting the APM with the maintenance of the practice appointments system including adding clinics/sessions to EMIS, managing cancellations and any rescheduling of appointments.
• Monthly submissions to the Prescription Pricing Authority.

About us:

Hetherington Group Practice Partnership runs two practices in Lambeth. This post is working at Hetherington Group Practice which is based in between Brixton & Clapham in a modern building with a list size of about 8000 patients. We are part of the Brixton & Clapham Park PCN and we work collaboratively with our colleagues within the PCN and also Lambeth GP Federation. The practice team consists of 2 GP partners, 8 salaried GPs, Practice Nurse, Outreach Nurse, Nursing Associate, Health Care Assistant, Clinical Pharmacist, Social Prescriber. Our non-clinical team consists of Practice Manager, Team Leader, receptionists (7), Administrators (2) and Care Coordinators (3). We pride ourselves in being a friendly and supportive team, sharing knowledge and ideas. There are regular meetings and personal development and learning is encouraged. We strive to ensure all our staff maintain a good work/life balance.

Job responsibilities:

• To oversee, supervise and ensure that the practice reception runs smoothly and that patient queries and needs are met in a timely, courteous and efficient manner.
• Provide effective leadership to the reception team.
• Sharing duties and workload at the reception desk as and when required.
• To undertake specific administrative duties as required by the practice.
• To comply with all NHS processes and procedures as required by the practice and NHS Lambeth.

Primary Responsibilities:

• Supervise the reception team, waiting areas, the overall smooth running of the clinics and administrative functions in relation to the Reception & Administration Team.
• Provide effective leadership and offer general assistance to the Practice team and attached staff at the practice.
• Maintain a weekly staffing rota for the reception team, ensuring adequate cover and duties are covered in the event of annual leave or unplanned absences.
• Hold monthly team meetings to update the team on any relevant practice changes, raise and deal with any issues and identify any areas to discuss with the Assistant Practice Manager.
• Ensure adequate training and personal development of the reception team.
• Assist with reception duties as and where required during busy periods both face to face and via the telephone.

Administration:

• Allocate incoming Accurx Triage online forms to appropriate staff in line with practice protocols.
• Ordering and ensuring adequate stock levels of stationery related to Clinical areas.
• Collating and coordinating information returns to the Prescription Pricing Authority.

Operational:

• Ensuring that the reception/waiting areas are kept clean, tidy and presentable.
• Maintaining up to date notices and patient information on practice premises.
• Assist the Assistant Practice Manager with maintenance of the practice appointments system.

Equality and diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognizes the importance of people's rights.
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.

Communication:

The post-holder should recognise the importance of effective communication within the team and will:

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.

Confidentiality:

In the course of seeking treatment, patients entrust us with sensitive information. All such information is to be regarded as strictly confidential.

Person Specification:

• Previous experience of working in a Primary Care Setting.
• Working Knowledge of EMIS Web.
• Good written and spoken English.
• Ability to work autonomously and as part of a team.
• Experience of managing an appointments system.
• Good communication and negotiating skills.
• Reliable and good with people.