Bersted Green Surgery is recruiting a team leader for its reception team, a post at the front of a GP practice that serves around 13,000 patients. The role manages the daily rota and appointment system, leads the team and handles calls, front-desk visitors and patient queries, including complaints. The practice is in a purpose-built building and the post requires flexibility to work outside core office hours. Previous GP surgery experience is essential.
What the job involves
- Lead the reception team and amend daily rotas so appointments can be booked smoothly
- Book, manage and amend appointments in line with practice policy
- Deliver a professional, welcoming front-desk service and keep the reception area and notice boards tidy
- Answer telephone calls, handle patient queries and signpost or transfer callers to the right service
- Handle patient feedback, including assisting with complaints
- Respond promptly to online requests and emails
- Keep patients informed of delays and notify GPs of patient arrivals
- Ensure compliance with CQC requirements and current legislation
- Keep patient records accurate and securely filed, including data entry and coding on the clinical IT system
- Send appointment reminders and carry out system searches as requested
- Support clinical staff and work within the multidisciplinary team on general administrative tasks
- Carry out other tasks requested by the Patient Services Manager
Qualifications
- Educated to GCSE level or equivalent
Experience
- Previous GP surgery experience
- Experience of working with the general public
Skills & knowledge
- Excellent written and oral communication
- Strong IT skills and competence in MS Office applications
- Clear, polite telephone manner
- Effective time management, planning and organising
- Problem solving and analytical skills
- Good interpersonal skills, polite and confident manner
Checks & eligibility
- Disclosure and Barring Service (DBS) check
Other
- Ability to follow policy and procedure
- Ability to work under pressure
- Sensitive and empathetic in distressing situations
- Ability to work as a team member and autonomously
- Flexible and cooperative, including outside core office hours
- Motivated, forward thinking, with high integrity and loyalty
Nice to have
- Clinical IT system user skills
- Experience of administrative duties
- Experience of working in a healthcare setting
- GCSE Mathematics and English at grade C or above
- AMSPAR Receptionist Qualification
- NVQ Level 2 in Health and Social Care
- Previous team leading experience
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Contact Details:
The Methodist Church in Britain Recruitment Team
