Team Leader and Receptionist (25-30 hours) in Leeds

Priory View Medical Centre is a mid-sized General Practice surgery based in New Wortley. We have 7 GP Partners and a friendly clinical and administration team supporting over 9000 patients. The team supports one another and we have a low turnover of staff. Our patients and the team benefit from having years of experience working at Priory View Medical Centre and understanding each other and our patients' needs. Priory View Medical Centre has been operating as a GP Surgery since 1997. The team are very experienced and take responsibility for their area of work. The Partners are hands-on and supportive and work to ensure that staff are not stressed and can enjoy a healthy work-life balance. We are also a very sociable practice that enjoys regular team nights out.

Main duties of the job

To replace the current Team Leader, who will move into a different role within Priory View Medical Centre, we are looking for an experienced Team Leader/Supervisor. This person will ensure appropriate cover is provided on reception through the management of staff rotas and organising cover during periods of absence. You will also manage any escalated patient queries and provide day-to-day support and direction to the experienced team. The successful candidate will ensure best practice is implemented consistently through training and communicating clearly across the team. You will also conduct annual appraisals and provide feedback to team members. You will be expected to work alongside the team, providing patient support on the telephone and reception front desk. This role would suit someone that is happy in a busy, hectic and fast-paced environment, is happy to take responsibility for their area of work and enjoys working in a small, friendly and sociable team. We are specifically looking to cover 5 - 6 hours per day five days a week (Monday - Friday).

About us

Priory View Medical Centre is part of a wider Primary Care Network and works in partnership with two other surgeries in the area. As well as our own team consisting of 7 GP Partners, 3 Nurses, 2 Health Care Assistants and 14 Administrative and Receptionist staff, we also work with PCN staff members that work across the three practices offering clinical, mental health and social support to our patients.

Job responsibilities

• Overseeing the workforce requirements for reception ensuring reception is always covered in a planned and future-focused way.
• Communicate rotas to the team in advance with as much notice of change as is reasonably practicable.
• Supervise the Reception team to ensure all staff are aware of Best Practice to enable the team to carry out their duties and responsibilities to support other staff members, patients and GPs.
• Responsible for ensuring Standard Operating Procedures are up to date for the Reception team.
• Recruitment of Receptionists and implementation of induction process. Ensuring Receptionists are up to date with Statutory training and have allocated time to complete outstanding training and attend Reception/Admin meetings.
• Managing leave requests and absence including Return to Work interviews.
• Working with the IT and Practice Administrator to ensure the team receive training on systems and IT processes.
• Coordinate the team to ensure they have the time and appropriate conditions to carry out their additional administrative duties.
• Work with the team to maintain an organised work environment.
• Dealing with patient queries that have been escalated from Reception team.
• Monitor incoming calls via Redcentric software and ensure appropriate receptionist cover meets demand.
• Manage any patient recorded hold messages through the Redcentric portal.
• Greet patients and visitors to the practice.
• Book in, amend and cancel patient appointments in line with practice appointments procedures ensuring optimum efficiency of the appointment system.
• Ensure that patients without appointments but who need urgent consultations are booked into appropriate slots and referred to a GP where necessary.
• Receive and record requests for home visits, assessing urgency in accordance with the Practices protocols.
• Respond and/or redirect all patient and visitor requests accordingly.
• Explain practice arrangements and formal requirements to new patients and temporary residents, ensure procedures are completed.
• Advise patients of relevant charges for private services, accept payment.
• Produce repeat prescriptions according to practice procedures and ensure timely distribution of completed prescriptions.
• Ensure correspondence, reports, results etc. are filed electronically in correct patient record.
• Ensure reception and waiting areas are kept neat and tidy.
• Answering incoming telephone calls, taking messages and redirecting calls appropriately.
• Opening and locking up the building when required.
• Check emails on a daily basis.
• Operating the Clinical system as per training and direction provided.
• Dealing with tasks from GPs.
• Carry out any reasonable requests in the course of your day to support the Practice.

Person Specification

Experience

• Supervisory experience.
• Working on a busy Reception.
• Working in an office environment.
• Working as part of a team.
• Receiving and making telephone calls.
• Information Governance.
• Experience working in GP Surgery.
• Change Management.

Knowledge and Skills

• Good communicator, able to re-assess progress and raise concerns.
• Experience supervising a small team.
• Able to suggest solutions to problems.
• Friendly and welcoming.
• Able to deal with angry or upset people.
• Confident using the phone.
• Organising and prioritising workload.
• Able to treat all information with sensitivity and discretion including patient information, practice information and information regarding colleagues.

Qualifications

• GCSE grade A to C in English and Maths.
• Management or Leadership qualification, ie ILM Leadership and Management Level 2.

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.