The focus for the Reception Team Lead is on the patient experience, including their welcome at reception, the waiting room environment, access to appointments and services, and the overall care and consideration shown by the reception team. The role will have wide-ranging responsibilities and is fundamental to continually assessing the need to develop and improve front of house systems and support to provide excellent service to patients while managing patient expectations.
The postholder will be responsible for managing and supervising the reception team and reception areas at both surgeries of the practice, acting in a professional, accountable, and caring manner to patients and staff at all times. You will work closely with the Practice Manager and deputy leads/managers to provide management and support to the reception and administrative staff in the practice.
Key Responsibilities:
1. Responsible for the smooth running of the reception and administration function; improving systems and processes and leading the team to improve access and the patient experience.
2. Support staff to manage patient expectations according to the practice resources that are available.
3. Manage the front of house operations of the practice to ensure smooth, efficient operation including reception, oversight of room availability, general administration, patient care, and services.
4. Ensure the waiting rooms/public areas are clean and well-presented, and that notice boards are up to date, music is playing, and queues are dealt with.
5. Oversee and manage any on-the-day changes to the rota systems for patient appointments to ensure cover and resilience at all times.
6. Provide day-to-day support to receptionists and administrators when managing difficult patient interactions.
7. Manage the development and transformation of the receptionist role to enable them to deliver a high standard of customer service.
8. Support the practice to meet all access to appointment standards, developing and implementing systems to achieve higher than standard access requirements for patients.
9. Facilitate access to patient services by ensuring prompt telephone answering and signposting to the most appropriate service or clinician.
10. Monitor daily, weekly, and forward appointment availability, flagging any concerns or shortfalls as appropriate.
11. Assist in designing and understanding the online triage system, including training of reception and other team members.
12. Manage all administrative functions within EMIS, AccuRX, and other IT systems relevant to reception.
13. Respond to patient inquiries, compliments, comments, or complaints in a timely manner ensuring adherence to the Complaints Policy.
14. Support the Practice Manager in incident reporting and complaints resolution.
15. Manage the telephone system, responding to problems in the absence of the Practice Manager.
16. Support patient participation group activities and manage the prescription process team.
17. Engage and motivate team members to achieve objectives and contribute positively to the practice's performance.
18. Conduct line management of the reception team, including training, performance management, and staff appraisals.
19. Lead daily huddles and regular team meetings to ensure effective communication.
20. Participate in the recruitment and induction process of new staff.
21. Understand security and fire alarm systems and respond to any problems in the absence of senior management.
During the absence of the Practice Manager, take responsibility for any minor problems that may occur.
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