Reception Team Leader in Market Harborough

We are excited to announce that we are recruiting a Team Leader to join our friendly Reception team. We have a supportive organisational culture that champions continuous learning and development for all staff. All staff are provided with an extensive induction period where they meet different teams across the business and learn how we work.

Main duties of the job:

• To provide a friendly, efficient, and effective service to the patients and visitors.
• To provide efficient and effective support services for GP's and Managers.
• To assist the Reception Supervisor and deputise where required.

Job responsibilities:

• To be responsible for allocated GP's and to ensure all their general requirements are met.
• To ensure that staff are adhering to the uniform policy.
• To be responsible for training new team members and ongoing training of the team highlighting to the supervisor any external training requirements.
• To ensure all new team members have a Team Leader Mentor for the duration of their probationary period.
• To ensure that you are aware of any issues within your team, identifying any poor performance and offering training and support to the individual/team.
• To evaluate the training modules for the team.
• Where necessary amend the training modules and disseminate to the Reception Supervisor for review and implement.
• The Team Leader candidate will work on a 3-week rota encompassing 1 week at Husbands Bosworth Medical Centre and 2 weeks at Market Harborough Medical Centre.
• All Team Leaders are to conduct staff appraisals, monthly, quarterly, half yearly and annually.
• All Team Leaders are to cover for the other Team Leaders when not in the business.
• All Team Leaders to manage any initial patient complaint and to escalate if necessary to the Reception Supervisor.
• All Team Leaders to manage the administration for home visits, deaths, INR's, District Nurse referrals and any additional documentation required by the Reception Supervisor.
• To ensure you are professional, courteous, and approachable always and lead by example within your team.
• To deputise for the Supervisor when required and ensure the day-to-day duties are carried out without impact to the business.

General responsibilities:

• To ensure all practice notes are dealt with within 72 hours of receipt.
• Ensure that the arrivals desk is kept clean and tidy, all documentation is fully stocked every day and that staff breaks are fully covered.
• Ensure GP clinics are monitored and any delays escalated to the Reception Supervisor.
• To be a point of contact for general queries from GP's, Patients and Staff.
• To assist the Supervisor in setting up and/or amending clinics.
• To manage patient expectations whether this is by telephone or face‑to‑face in a professional and friendly manner.
• To chaperone patients in consultations with GP's as and when required.
• To undertake any other tasks as required by the GP's or Management Team which are reasonable and in line with the principle of the role.
• To work across all three sites. This could incorporate different opening hours and working weekends.
• To motivate staff enabling them to reach their potential and to work effectively as a team.
• To act as a role model and lead the team by example.
• To be a productive team member and can work independently when required.
• To be highly organised whilst undertaking routine tasks with the ability to respond quickly to changing priorities to meet deadlines.

Knowledge and Experience:

• To have excellent customer service skills and work well under pressure.
• To have well developed keyboard skills and confident in using the IT resource.
• Willingness to learn and disseminate new knowledge and skills to others.
• Good personal organisation and ability to work as an individual and part of a team.
• To be polite, professional, and approachable at all times when within the business.
• To understand, accept and adhere to the rules and confidentiality.
• Previous experience of working in a GP Surgery.
• EMIS system knowledge.
• To have basic level of Microsoft Office.

Communication:

• Communicate clearly with patients/carers and relatives about their presenting condition and subsequent appointment with a clinician.
• Demonstrate excellent interpersonal, verbal, and written communication skills.
• Work collaboratively with all colleagues and outside agencies.
• Awareness of data protection issues.

Person Specification:

• Microsoft Office - Basic Level
• DBS Certification
• Legal Right to work in the UK
• Smart and professional appearances required at all times
• A flexible and adaptable approach to maintain a consistent delivery of high-quality services.
• Good organisational skills
• Good interpersonal and communication skills
• Customer Services - NVQ or similar
• Customer Service Experience
• Experience working with EMIS
• Experience working in Primary Care

Qualifications:

• English Language / Mathematics to 'O' level standard
• Customer Services - NVQ or similar

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.