Job summary 30-37 hours per week Working Monday to Friday, days and hours of work to be agreed. We are looking for a GP Reception Team Leader to join our friendly GP surgery who will jointly ensure that the reception area of the Practice runs smoothly, providing a high level of service to patients, doctors, nurses and other members of the Practice team. You will be the main and first point of contact on your working days for the reception team and will ensure effective communication within the reception team, managing day to day issues as they arise. You must be flexible in order to cover annual leave and sickness etc Main duties of the job Training & Recruitment: Support with recruitment, appraisal, staff training and staff development Meetings & Communication: arrange and lead regular reception meeting, attend Patient Participation Group Meetings, provide a link between reception and admin and clinical staff. Complaints: Act as first point of contact for low level complaints People Management: Ensure adequate levels of staffing in reception, approving annual leave and organising rotas. Managing staff absence and dealing with staff discipline. Day to day management and supervision of reception staff. Providing cover when necessary Practice Development: Be involved with managing social media pages and updates on the Practice website. Be responsible for promotional material for various campaigns Maintain an effective appointments system, recommending changes and improvements to management as appropriate Health & Safety & Fire Regulations:Observing Health & safety guidelines in reception and the waiting room areas. Weekly fire alarm, emergency lightly and automatic door release checks. General Reception duties: Ensuring a high-quality patient facing service, ensure all administrative tasks are carried out accurately and efficiently. Making appointments, prescription requests and queries, Giving our test results, dealing with home visits requests. Dealing with general enquiries Scan and code medical information onto patient records. About us We often have a trainee registrar doctor/FY2 doctor completing their General Practice training. St Thomas Road Surgery serves a population of just 6300 patients. We are a forward thinking and progressive practice, constantly working to improve standards, the patient journey and clinical outcomes. Our clinical workforce consists of GP Partners, GP Trainees, Foundation year students, Practice Nurses, HCA's, Clinical pharmacist, pharmacy technician Paramedic, Health & Well being Coach, Care Co-ordinator. This clinical team is supported by a managerial, admin and reception team. You are advised to apply as soon as possible. Please note that this vacancy may close before the advertised closing date if sufficient suitable applications are received. If you have not heard from us within 4 weeks of the closing date, you should assume you have not been shortlisted but we would like to thank you for your interest in St Thomas Road Surgery. Date posted 29 October 2024 Pay scheme Other Salary Depending on experience Contract Permanent Working pattern Full-time, Part-time, Job share Reference number A4260-24-0003 Job locations St Thomas Road Featherstone Pontefract West Yorkshire WF7 5HE Job description Job responsibilities Team Leader Duties 1. Training and Recruitment: 1. Ensure mandatory training in reception is completed annually and any training n needs are communicated to the assistant practice manager. 2. Be responsible for arrange and monitoring of staff inductions in reception 3. Support with recruitment as needed 4. 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 4. Complaints: 1. Be the first point of contact for patients 5. 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 6. 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. 7. 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 GENERAL RECEPTION DUTIES Telephone Duties 1. Making appointments 2. Taking requests for prescriptions 3. Giving out results 4. Home visit requests 5. Deal with general enquiries and complaints 6. Contacting other providers Reception Duties 9. Greet and direct patients and visitors 10. Making appointments 11. Handing out prescriptions 12. Ensure outstanding queries are explained and handed over to next shift, as necessary 13. Respond to needs of doctors and nurses during surgery 14. Collect payments from patients for non-NHS services 15. Deal with general enquiries and complaints Scanning & Coding 16. Scan patient documentation onto medical record 17. Code medical information onto patient record Prescriptions 18. Dealing with requests for repeat prescriptions 19. Raising prescriptions as per Practice protocols 20. Dealing with queries relating to repeat prescriptions General 21. Input and extract information from Practice computer system 22. Observe health and safety guidelines and policies at all times 23. General housekeeping (e.g. keeping reception and waiting areas tidy) 24. Attend meetings and training as necessary 25. Any other reasonable duties as necessary 26. 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. Job description Job responsibilities Team Leader Duties 1. Training and Recruitment: 1. Ensure mandatory training in reception is completed annually and any training n needs are communicated to the assistant practice manager. 2. Be responsible for arrange and monitoring of staff inductions in reception 3. Support with recruitment as needed 4. 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 4. Complaints: 1. Be the first point of contact for patients 5. 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 6. 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. 7. 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 GENERAL RECEPTION DUTIES Telephone Duties 1. Making appointments 2. Taking requests for prescriptions 3. Giving out results 4. Home visit requests 5. Deal with general enquiries and complaints 6. Contacting other providers Reception Duties 9. Greet and direct patients and visitors 10. Making appointments 11. Handing out prescriptions 12. Ensure outstanding queries are explained and handed over to next shift, as necessary 13. Respond to needs of doctors and nurses during surgery 14. Collect payments from patients for non-NHS services 15. Deal with general enquiries and complaints Scanning & Coding 16. Scan patient documentation onto medical record 17. Code medical information onto patient record Prescriptions 18. Dealing with requests for repeat prescriptions 19. Raising prescriptions as per Practice protocols 20. Dealing with queries relating to repeat prescriptions General 21. Input and extract information from Practice computer system 22. Observe health and safety guidelines and policies at all times 23. General housekeeping (e.g. keeping reception and waiting areas tidy) 24. Attend meetings and training as necessary 25. Any other reasonable duties as necessary 26. 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. Person Specification Qualifications Essential Good standard of general education GCSE Mathematics & English C or above Desirable AMSPAR Receptionist Certificate NVQII In Customer Care CLAIT Qualification Experience Essential Experience working with the general public Experience of working in General Practice Experience of working in reception Skills & Behaviours Essential Excellent Communication Skills IT Skills Clear & polite telephone manner Time management and the ability to work to deadlines Problems solving skills interpersonal Skills Smart, Polite, Confident Perform under pressure adaptability Using own initiative Team working Self Motivated Flexible Person Specification Qualifications Essential Good standard of general education GCSE Mathematics & English C or above Desirable AMSPAR Receptionist Certificate NVQII In Customer Care CLAIT Qualification Experience Essential Experience working with the general public Experience of working in General Practice Experience of working in reception Skills & Behaviours Essential Excellent Communication Skills IT Skills Clear & polite telephone manner Time management and the ability to work to deadlines Problems solving skills interpersonal Skills Smart, Polite, Confident Perform under pressure adaptability Using own initiative Team working Self Motivated Flexible Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name St Thomas Road Surgery Address St Thomas Road Featherstone Pontefract West Yorkshire WF7 5HE Employer's website https://www.stthomasroadsurgery.co.uk (Opens in a new tab)