Reception Team Leader

Vida Healthcare are looking to welcome a Reception Team Leader on a full-time basis.

Please be aware that this is a fast pace, high demanding role.

This will be a multi-site working role.

The role of the Reception Team Leader (RTL) is to be responsible for the leadership and supervision of the Patients Support team, ensuring all reception and administration duties are performed efficiently and professionally and to the required standard, meeting the objectives of Vida Healthcare.

This will include in person, on the telephone or written communication.

They will ensure all reception areas of the Practice continue to run smoothly.

There may be certain elements of the role that are delegated on a permanent basis, but this will be site specific and subject to change.

The role includes but is not limited to

• Overseeing the call queues, guide PST members calls are answered promptly on individual sites, and cross site cover.
• Organising staff working patterns to ensure that the day-to-day routines are covered appropriately and ensure PST staff rotas are in place for relevant sites, include organising cover in the event of short notice absence of PST members.
• Organising support for any additional training needs of all PST staff.
• Being first point of contact for PST members to escape items/issues.
• Completing return to work interviews if appropriate and in a timely manner.
• Assisting with probationary review and staff appraisals/ Performance Management where and when required.
• Assisting with reception/PST front-line duties when needed.
• Ensuring the team are kept well motivated and communicating effectively with all team members.
• Being the first point of contact for patients wishing to make a verbal complaint.
• Overseeing all duties within the reception team to enable the smooth running of the department.
• Assisting with CQC compliance.
• Attending relevant meetings and taking minutes when appropriate.
• Dealing with all information sensitively and in accordance with confidentiality guidelines.
• Following and complying with all policies and procedures, reporting concerns as appropriate.
• Completion of staff audits.
• Educated to a GCSE level.
• High standard of written and spoken English., Clear, polite spoken manner.
• Problem solving.
• Have excellent planning and organisational skills.
• Perform well under pressure.
• Be Self-motivated and flexible.
• Excellent time management - i. e., ability to work effectively to strict deadlines.
• Ability to make decisions under pressure whilst maintaining a positive communication style.
• Be able to work both as part of a team and as an individual.
• Ability to work with highly confidential information.
• Committed to excellence.
• Ownership - willing to take on additional responsibilities.
• Demonstrates commitment to fairness and equality.
• Responsive and positive about change.

Knowledge and experience

• Previous experience of working in a busy GP Surgery is preferable but not essential.
• Minimum of two years working experience in a patient/customer facing role.
• IT literate - MS Word and Excel.
• Dealing with patients/customers.
• High standard of keyboard skills.
• Experience of communicating and liaising politely and positively with internal and external customers/patients - face to face and on the telephone, whilst considering the confidential nature of the post.
• Previous management of a small team.
• Previous experience using Systm One.
• Previous experience of working within the NHS., We pride ourselves on our impeccable standards of patient care and in order to maintain this it is essential that we employ reliable team players with strong caring qualities, dedication, and excellent attention to detail and commit equality-of-service delivery.
• Disclosure and Barring Service Check Please note 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 to check for any previous criminal convictions.
• Vida Healthcare is one of Norfolk's largest and most successful General Practices, working with colleagues in the NHS to provide the best possible patient care.

Our practice has experienced impressive growth over recent years, by creating a work environment that encourages talented individuals to thrive and make a difference.

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