Team Leader Duties
1. Training and Recruitment:
1. Ensure mandatory training in reception is completed annually and any training needs are communicated to the assistant practice manager.
2. Be responsible for arranging and monitoring staff inductions in reception.
3. Support with recruitment as needed.
4. Conduct reception staff appraisals.
5. Regularly evaluate quality of individual and team performance.
2. Meetings and Communication:
1. Arrange, lead, and minute regular reception meetings.
2. Debrief weekly with job share colleague.
3. Attend PPG meetings.
4. Provide link between reception, admin, clinicians, and managers.
3. Complaints:
1. Be the first point of contact for patients.
4. People Management:
1. Ensure adequate staffing levels, approve annual leave, and organise rotas ensuring all functions are covered as required.
2. Deal with discipline, bad behaviour, or raise with Practice Manager/Assistant Practice Manager.
3. Manage reception absence with the assistance of the Practice Manager/Assistant Practice Manager if needed.
5. Practice Development:
1. Be involved with managing social media pages and updates on the Practice Website.
2. Be responsible for promotional material for various campaigns and making sure notice boards and TV screens are up to date and relevant.
3. Maintain an effective appointments system for all services.
4. Continually assess and evaluate systems and quality, recommending changes and improvements to management as appropriate.
6. Health & Safety & Fire Regulations:
1. Observing Health & Safety guidelines in Reception and waiting room areas, ensuring any potential issues are raised or dealt with in a timely manner.
2. Weekly fire alarm, emergency lighting, and automatic door release checks.
7. GENERAL RECEPTION DUTIES:
1. Telephone Duties:
1. Making appointments.
2. Taking requests for prescriptions.
3. Giving out results.
4. Home visit requests.
5. Dealing with general enquiries and complaints.
2. Contacting other providers:
1. Greet and direct patients and visitors.
2. Making appointments.
3. Handing out prescriptions.
4. Ensure outstanding queries are explained and handed over to next shift, as necessary.
5. Respond to needs of doctors and nurses during surgery.
6. Collect payments from patients for non-NHS services.
7. Deal with general enquiries and complaints.
3. Scanning & Coding:
1. Scan patient documentation onto medical record.
2. Code medical information onto patient record.
4. Prescriptions:
1. Dealing with requests for repeat prescriptions.
2. Raising prescriptions as per Practice protocols.
3. Dealing with queries relating to repeat prescriptions.
5. General:
1. Input and extract information from Practice computer system.
2. Observe health and safety guidelines and policies at all times.
3. General housekeeping (e.g., keeping reception and waiting areas tidy).
4. Attend meetings and training as necessary.
5. Any other reasonable duties as necessary.
6. Taking on responsibility for new systems as and when they arise and as the role develops.
This is not meant to be an exhaustive list of duties. The need for flexibility is required and the post holder is expected to carry out any other related duties that are within the employee's skills and abilities whenever reasonably instructed.
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