Vida Healthcare, a large GP practice, is recruiting a Reception Team Leader to oversee its Patient Support Team (PST). The post centres on rota planning, call-queue oversight, cover for absence and the training and motivation of reception staff. It is a full-time, fast-paced role spread across several sites, with some duties delegated per site. Essential experience includes managing a small team and using SystmOne.
What the job involves
- Lead and supervise the PST, ensuring reception and admin duties run efficiently and to standard
- Oversee call queues and cross-site cover so calls are answered promptly
- Organise staff rotas and cover for short-notice absence
- Be the first point of contact for PST staff to escalat[e] issues
- Keep the team motivated and communicate effectively with all members
- Arrange additional training for PST staff
- Assist with probation reviews, appraisals and performance management
- Complete return to work interviews in a timely manner
- Take verbal complaints from patients as the first point of contact
- Help with front-line reception duties when needed
- Assist with CQC compliance, complete staff audits and attend meetings, taking minutes when appropriate
- Handle information confidentially, follow policies and procedures, and report concerns
Qualifications
- Educated to GCSE level
Experience
- Minimum of two years in a patient or customer facing role
- Experience communicating politely and positively face to face and by phone, with a clear spoken manner, while respecting confidentiality
- Previous management of a small team
- Previous experience using SystmOne
- Previous experience working within the NHS
Skills & knowledge
- IT literacy in MS Word and Excel, with high keyboard skills
- Excellent planning and organisational skills
- Excellent time management, working to strict deadlines
- Problem solving and making decisions under pressure while keeping a positive communication style
- Ability to work with highly confidential information
Other
- Performs well under pressure
- Self-motivated, flexible and responsive to change
- Able to work as part of a team and as an individual
- Committed to excellence and willing to take on additional responsibilities
- Commitment to fairness and equality
Nice to have
- Previous experience of working in a busy GP surgery
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Contact Details:
The Methodist Church in Britain Recruitment Team
