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Leatside Surgery are expanding our leadership team to support our reception staff during our operating hours. This role is a permanent position (30 hours) and will play a key part in ensuring smooth operations and providing ongoing guidance to our team. We are looking for an enthusiastic, experienced person to join our friendly and dynamic team.
Along with the general manager and operations manager, this role is responsible for the day-to-day supervision and support of reception health navigation staff to ensure the effective running of the reception in accordance with agreed procedures, protocols, and timescales.
Main duties of the job
1. The reception team leader will be responsible for co-ordinating and maintaining the smooth, efficient running of reception. They will be responsible for supporting, training, and supervising the reception team on a day-to-day basis.
2. Ensure all information is secure and confidentiality of information is always maintained.
3. Provide excellent customer care which may include communication with distressed and anxious patients and relatives, treating them with tact and empathy.
4. Ensure the professional image of Leatside Surgery is always maintained.
5. Deliver high-quality reception and administration services to the patients of the practice and support doctors, nurses, and other clinicians working in the practice through diligent completion of reception duties, ensuring that patients experience excellent standards of service during their visits to the surgery.
About us
Leatside is a purpose-built surgery located in the flourishing market town of Totnes, with a current patient list size of just over 15,000. We pride ourselves on being a supportive and enjoyable place to work, with the practice culture at the heart of what we do. In May 2019 we were once again awarded an outstanding rating by the CQC.
We are fully computerised using SystmOne from April 2022 as our clinical system. We are a training practice, with two GP Registrars, an F2, medical students, student nurses, and paramedics. The surgery is also host to the community nursing and community mental health teams.
For further information please contact Hayley Pomfret, Operations Manager, at 01803 862671.
Candidates will be shortlisted and invited to interview from 06/02/2025. Interviews will be scheduled for 11/02/2025.
Job responsibilities
1. Supervise and support the reception team, ensuring a positive and productive working environment.
2. Organise rotas and manage staff cover to ensure adequate reception coverage.
3. Provide training and ongoing development for reception staff.
4. Deliver a high-quality reception and administration service to the patients.
5. Oversee patient appointment booking systems and ensure they are managed efficiently.
6. Handle escalated patient queries or complaints professionally.
7. Ensure reception policies and procedures are followed by all team members.
8. Monitor and manage administrative tasks, such as incoming calls, emails, and correspondence.
Communication and Collaboration
1. Act as a key point of contact between the reception team and the wider practice team.
2. Attend and contribute to practice meetings.
3. Communicate updates and changes in practice procedures to the team.
Quality and Compliance
1. Ensure confidentiality and data protection are maintained at all times.
2. Support adherence to CQC and other regulatory standards.
3. Promote a patient-centered approach, ensuring the reception team provides high-quality care and service.
Details contained in this job description are not exhaustive and are subject to change.
Person Specification
Experience
Essential
* Strong leadership skills and experience managing or supervising a team.
* Computer literacy, including a working knowledge of relevant programs, such as Word and Excel.
* An understanding of patient care and the ability to work with sensitive and confidential information.
* Ability to work both independently and as part of a team.
* Self-motivated with the ability to use your own initiative.
* Ability to maintain strict confidentiality and deal with the public in a sensitive way.
* Excellent attention to detail.
* Exceptional organisational skills and ability to prioritise.
* Willingness to embrace new ways of working/changes.
Desirable
* Experience of working in a GP practice or within the NHS.
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