Job summary
We are looking for an enthusiastic, self-motivated experiencedReceptionist who is keen to take the next step in their career.
Merchiston Surgery has circa 14,000 patients supported by awell-established partnership.
Join us on our journey to improvement and make a realdifference to the local community.
Main duties of the job
The successful candidate will be responsible for the day-to-day supervision of all reception staff and associated functions, ensuring all functions are carried out in accordance with agreed procedures, protocols and timescales, and reporting to the Operations Manager as necessary. Promoting a harmonious and professional atmosphere in this public facing role.
About us
The successful candidate will join an established management team putting excellent, safe patient care at the heart of everything we do.
Significant improvements have already been made with the infrastructure at the surgery, with a refurbished waiting room and a new telephone system now in place.
Job description
Job responsibilities
Supervisory Role :
Induction and training of all new staff toagreed standards
Oversee e-learning of all reception staff
Ensure adequate staffing levels, approve annualand other leave, and organise rotas ensuring all functions are covered asrequired
Deal with more complex enquiries from patientsincluding informal complaints relating to reception functions
Continually assess and evaluate systems andquality, recommending changes and improvements to the Operations Manager asappropriate
Manage day to day issues that may arise withinthe team or with individuals
Regularly evaluate quality of individual andteam performance
Monthly 1-2-1 reviews with all reception staff
Monthly team meetings
Support the annual appraisal process forreception staff
Monitor & manage appropriate appointmentbookings
Reception Duties:
Deal with general telephone enquiries frompatients, health care professionals and general public
Book appointments and home visits
Process requests for repeat prescriptions
Register new patients, ensuring full practiceinformation is given
Process requests for SystmOne access toprescriptions, booking and records access
The above list of duties is not exhaustive andmay be subject to change as deemed necessary.
Person Specification
Experience
Essential
1. Experience in reception duties or customer service.
2. Experienced in managing conflict with service users.
3. Ability and skills to manage and motivate staff.
4. Ability to carry out complex administration and record keeping in an office environment with accuracy and attention to detail.
Desirable
5. Previous experience of Primary care or Health care.
6. Line management or HR experience.
7. Evidence of organisational and problem solving skills
Qualifications
Essential
8. GCSE or equivalent English & Maths grade C or above.
9. IT literate, including experience in using Word and Excel at intermediate level.
10. Proficient at using email and the internet.
11. Ability to work in a changing environment and work under pressure.