Vacancy Description
* Closing Date: 21/02/2025
* Area: Lancashire
Job Description:
Little Harwood Health Centre is seeking a highly organised and motivated Senior Receptionist for a 12-month maternity cover. The successful candidate will oversee the reception team and ensure smooth office operations, as well as assist in staff training and development.
As a key member of the team, you will collaborate with the Practice Manager, GP partners, Practice Nurses, and Deputy Practice Manager to meet patient needs and ensure compliance with practice policies and CQC Essential Standards of Care. You will also be responsible for the health, safety, and well-being of the reception staff and patients in the waiting areas.
Key Responsibilities:
Staff Management:
* Manage clinical and non-clinical staff records, including annual leave, sickness, overtime, and TOIL, ensuring accurate records for payroll.
* Oversee reception team operations in line with HR policies and service standards.
* Anticipate staffing requirements and adjust coverage for holidays, sickness, and other absences.
* EMIS – upload clinics and make amendments to account for leave and absence, as well as publishing locum clinics and trainees.
* Monitor clinic flow, ensuring accurate appointment booking and care navigation.
* Coordinate staff overtime and address staffing gaps with the Deputy Practice Manager.
* Conduct 6-month one-on-one meetings to review staff performance, development, and training needs.
* Organise and deliver training based on staff development goals and software updates.
* Ensure timely reporting of staff sickness and absence to the Practice Manager.
* Participate in recruitment, onboarding, and induction of new reception staff.
Reception and Patient Services:
* Supervise and support the reception team to ensure efficient service delivery.
* Maintain up-to-date workflows for reception tasks and monitor timely processing.
* Disseminate important information regarding patient services and appointment availability.
* Manage patient satisfaction through regular feedback opportunities and surveys.
* Handle informal patient complaints, escalating when necessary.
* Oversee the management of appointment reminders and patient text messaging services.
EMIS System Management:
* Use the EMIS system to manage the clinical appointment book, including scheduling, updating, and making alterations as necessary.
* Manage the carry-over of workflow tasks, including reviewing, following up, and ensuring completion.
* Oversee the processing and management of tasks, emails, and iPlato triage, ensuring timely action and follow-up.
* Ensure effective management of patient appointments and accurate documentation within the EMIS system.
Health & Safety:
* Fulfill the role of Fire Marshal, conducting fire drills and safety checks.
* Ensure compliance with COSHH and other risk assessment protocols.
* Conduct regular inspections of the reception area to ensure safety and cleanliness.
* Assist in staff health assessments and ensure reasonable accommodations are made where necessary.
* Promote a safe working environment in accordance with health and safety policies.
Confidentiality:
* Safeguard patient confidentiality in accordance with practice policies and procedures.
* Ensure sensitive information is only shared with authorized personnel as required.
Equality & Diversity:
* Support the equality, diversity, and rights of patients, carers, and colleagues.
* Foster a welcoming, non-judgmental environment for all individuals.
Professional Development & Quality:
* Participate in ongoing professional development and performance reviews.
* Contribute to quality assurance within the practice by identifying risks and suggesting improvements.
* Work effectively with other agencies to meet patient needs and maintain high standards of service.
Communication:
* Communicate clearly and effectively with team members, patients, and carers.
* Recognise and respond to individuals' needs for alternative communication methods.
Other Responsibilities:
* Ensure the reception area remains organised and clutter-free.
* Maintain security and confidentiality of patient information at all times.
* Flexible to cover the needs of the practice 08:00-18:30 Monday to Friday.
Person Specification:
* Strong leadership and team management skills.
* Excellent communication and interpersonal skills.
* Ability to manage multiple tasks efficiently and meet deadlines.
* Experience in a healthcare setting is desirable but not essential.
* Proficiency in EMIS or similar healthcare management software is preferred.
If you are a proactive, detail-oriented individual who thrives in a busy environment and has a passion for delivering exceptional patient care, we would love to hear from you.
To Apply: Please submit your CV and cover letter.
Job Type: Full-time
Pay: £14.84 per hour
Schedule:
* Monday to Friday
Education:
* GCSE or equivalent (preferred)
Experience:
* Management: 2 years (required)
* Administrative experience: 1 year (preferred)
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