Based in the historic city of York, Dalton Terrace Surgery is an old-established family practice offering a friendly personal service from substantial premises in the heart of the city.
Primary Objective of the role of Reception Team Leader
Oversee our reception team to receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or at the telephone.
In this role there will be times when you are needed to cover on Reception so previous experience desirable.
Description of the role
1. Responsible for opening up/locking-up of Practice premises and maintaining security in accordance with Practice protocols.
2. Maintain and monitor the Practice appointments system, identifying areas of concern when required.
3. Oversee the processing of personal requests for appointments, visits and telephone consultations and ensure patients are directed to the appropriate healthcare professional.
4. Answer internal and external telephone calls when required.
5. Ensure messages and information is passed on appropriately and accurately.
6. Assist with filing and retrieving paperwork when necessary.
7. Oversee the processing of repeat prescriptions in accordance with Practice guidelines.
8. Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures.
9. Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
10. Ensure staff are following in house guidelines when dealing with samples.
11. Proactively provide leadership and assistance to Practice staff as required.
12. Ensure the reception area, noticeboards and leaflet dispensers are tidy and free from obstructions and clutter.
13. Participate in meetings as required.
14. Monitor staff rotas to ensure adequate cover.
15. Provide supervision, support and professional leadership.
16. Have a full understanding of the clinical appointment system.
17. Apply policies, standards and guidance.
18. Participate in the recruitment and selection and induction process.
19. Log sickness absences.
20. Provide support to the Operations Manager.
Confidentiality
* In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
* In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
* Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety
The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the Practice Health & Safety Policy.
Equality and Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues.
Personal/Professional Development
The post-holder will participate in any training programme implemented by the Practice as part of this employment.
Quality
The post-holder will strive to maintain quality within the Practice.
Communication
The post-holder should recognize the importance of effective communication within the team and will strive to:
* Communicate effectively with other team members.
* Communicate effectively with patients and carers.
* Recognize people’s needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services
The post-holder will apply Practice policies, standards and guidance.
Person Specification
Requirements
* Educated to GCSE standard.
* Experience of working in a busy and demanding reception environment.
* Ability to work as part of an integrated multi-skilled team.
* Pleasant and articulate.
* Ability to work under pressure.
* Experience of dealing with the public an advantage.
* An understanding, acceptance and adherence to the need for strict confidentiality.
* Able to use own initiative.
* Ability to use own judgement, resourcefulness and common sense.
* Ability to work without direct supervision and determine own workload priorities.
* Able to work in a changing environment.
* Flexibility of working hours.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Administrative
Industries
Medical Practices
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