Patient Services Lead/Reception Lead in Dursley

We are looking for a proactive and enthusiastic Patient Services Lead/Reception Lead who would be responsible for the leadership and supervision of a team of receptionists, ensuring all reception duties are performed effectively and to the required standard, meeting the objectives of the organisation. This pivotal role involves overseeing daily operations and ensuring a positive experience for patients and staff. You will play a crucial part in enhancing communication across our healthcare teams and supporting the smooth running of the practice. Hours can be worked over four or five days. For four-day schedules, the day off will be Tuesday or Thursday. Weekly hours range from 25 to 37.5.

Main duties of the job:

• Support the reception staff by acting as a role model to the team, supporting, motivating and promoting good staff relations whilst providing guidance and direction.
• Support the receptionists and patients with any queries or complaints they may have, ensuring they are escalated to the management team if required.
• Ensure that the reception team action all incoming emails, correspondence, and requests as necessary.
• Seek to resolve any day-to-day staff issues locally. If not possible, escalate to the management team for action.
• Induction and training of receptionists to agreed standards.
• Support Clinical team including but not limited to triage support.

Situated in Dursley, on the edge of the Cotswolds, midway between Gloucester and Bristol, May Lane Surgery is a friendly surgery serving approximately 9,500 patients. We are a 4 partner Surgery with a comprehensive team including reception, nursing, frailty and managerial staff. We have an enthusiastic ARR team currently comprising of Clinical Pharmacists, Pharmacy Technician, Paramedic and Social Prescriber. We pride ourselves in being proactive and responsive to change. We continue to offer high quality, patient-centred care to our patients.

Our organisation acknowledges the duty of care to safeguard, protect and promote the welfare of the adults with care and support needs and children listed at the practice and is committed to ensuring safeguarding practice reflects statutory responsibilities, government guidance and complies with best practice and CQC requirements. This includes completing DBS checks on all successful applicants.

Job responsibilities:

• Support reception staff development, providing guidance and direction.
• First point of contact for IT concerns.
• Ensure that the reception team action all incoming emails, correspondence, and requests as per protocols.
• Induction and training of receptionists to agreed standards.
• On an ongoing basis gather data to ensure staffing levels are matched to demand.
• Oversee the reception rotas.
• Involvement in the production of practice and clinical rotas.
• Support the Compliance and Quality Lead with all Patient Participation Group related matters.
• Support all clinical staff with general administrative tasks as requested.
• Answer incoming phone calls, transferring calls or dealing with the callers request appropriately.
• Signpost patients to the appropriate services.
• Input data into patients healthcare records as necessary.
• Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on safeguarding adults and safeguarding children.
• Support in the delivery of enhanced services and other service requirements.
• Undertake all mandatory training and induction programmes.
• Maintain a clean, tidy, effective working area at all times and ensure all team members follow the same guidelines.
• Support health promotion and display promotional material on the allocated noticed boards and in the waiting room.

Person Specification:

Qualifications:

• Essential: Good standard of education including qualification in English & Maths (GCSE grade A-C, or equivalent).
• Desirable: A Leadership Qualification.

Experience:

• Essential: Experience of working with the general public.
• Experience of working in a healthcare setting.
• Experience of leading a team or examples of leadership skills.
• Experience of administrative duties.
• Desirable: Experience of working in a GP practice.
• Experience with Systm1.

Skills:

• Essential: Excellent communication skills and effective in communicating and understanding patient needs.
• Competent in the use of MS Office and Outlook.
• Problem solver with the ability to process information accurately and effectively, interpreting data as required.
• Ability to use own initiative, discretion, and sensitivity.
• Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity.
• Ability to work as a team member and autonomously.
• Punctual and committed to supporting the team effort.
• High levels of integrity and loyalty.
• Clear, polite telephone manner.
• Flexible and accommodating.
• Motivated.
• Demonstrate personal accountability, emotional resilience and work well under pressure.
• Knowledge of and ability to work to key policies and procedures.
• Desirable: Understanding of safeguarding adults and children.
• Anima experience.

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.