Reception Team Leader – Beaumont Lodge Medical Practice
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Reception Team Leader
Beaumont Lodge Medical Practice
The closing date is 15 March 2024
Job summary
An exciting opportunity has arisen for an experienced and enthusiastic Reception Team Leader to work at our surgeries in Beaumont Leys. You should be a friendly, hardworking individual who will enjoy providing excellent care and support to our team and patients to the highest standards. The ideal candidate will be confident to support and develop a well-established multi-disciplinary team with a keen interest in moving forward digitally. This is an onsite role.
Main duties of the job
To be responsible for the day-to-day support, supervision and development of the reception team and reception functions including repeat prescribing, appointments, and the clinical system. Ensure all functions are carried out in accordance with agreed procedures, protocols and timescales, reporting to the Practice Manager.
To oversee the reception and waiting room areas delegating staff to ensure these areas remain clean, tidy, and welcoming for staff and patients.
The ideal candidate will have knowledge and experience using systmone.
It is expected that the Reception Team Leader will lead by example, demonstrating excellent standards of customer service and fostering team spirit, commitment, and enthusiasm within the reception team.
About us
Beaumont Lodge Medical Practice has a population of approx. 6,800 patients, operating from our 2 sites: 2 Baxters Close, Leicester LE4 0QR and 244 Astill Lodge Road, Leicester LE4 1EF. The post holder will be required to work between both sites. We have 2 GP Partners, 1 long term locum GP, 1 Nurse Manager, 2 Practice Nurses and 2 HCA/Phlebotomists.
This is a great opportunity for an aspiring Assistant Practice Manager.
Job description
Job responsibilities
Manage staff rotas to cover reception desk and telephone duties, ensuring that the practice always operates with a minimum of 2 Receptionists at the desk.
Ensure that the practice telephone service is manned effectively to minimise response times for patient calls. This will require organising reception staff to prioritise other work and ensuring that discretionary breaks or lunchtimes do not affect customer service.
Demonstrate good customer working practices by working on reception and the telephone desk as required.
Demonstrate excellent customer service standards by dealing with more complex enquires from patients.
Act as the first line of response for patient complaints that the reception team are unable to resolve themselves, seeking an immediate resolution where possible.
Document all verbal patient complaints reviewing these on a weekly basis with the Lead GP and Practice Manager in a weekly feedback meeting.
Team Leader Responsibilities
Demonstrate effective team leadership skills through working alongside the reception team daily.
To contribute towards and implement practice standards of service, reception protocols and practice policies in liaison with the Practice Manager.
To oversee and monitor adherence to the above, providing additional training and staff support, if necessary.
Complete staff rotas for reception and additional duties.
Meet with staff to report back regularly regarding their additional tasks, ensuring that these roles and completed in a satisfactory manner, according to practice protocols and timescales.
Meet with the team for regular updates to foster practice and team communication, team motivation and focus.
Minute team meetings to disseminate practice information, address practice and reception issues and foster team motivation and focus.
Contribute to giving regular staff feedback and contribute towards staff appraisals with the Practice Manager (staff appraisal should be carried out annually as a minimum and at shorter intervals for new starters, staff changing roles or staff with performance issues).
To meet weekly with the Practice Manager to discuss reception and practice issues, including appointment availability / booking, complaints, staffing concerns and progress against personal / practice objectives.
To provide staff feedback to the Partnership and Practice Manager to ensure an open and supportive work environment.
To oversee reception petty cash management in line with practice protocols and the Finance Manager.
When required, agree and oversee reception staff holidays and maintain leave and time in lieu records.
Ensure the confidentiality of patient information and medical records are maintained in accordance with practice policy. This includes the security of patient notes within the medical records library or notes selected for GP / Clinician review.
To oversee the reception and waiting rooms areas ensuring that they are welcoming, clean and uncluttered, delegating staff to complete the tasks of tidying and cleaning as required.
Prescription Service Responsibilities
Act as the prescription clerk completing repeat prescribing requests in accordance with practice protocols.
To act as the point of contact for patient and reception prescription queries.
Practice Appointments
When required, complete appointment schedules for GPs ensuring that schedules are checked by a nominated member of the team.
To agree and book GP locum cover in line with agreed practice protocols when required.
To update the Practice Manager and Partners over operational issues concerning appointment availability, including shortfalls in service provision, cover for leave and spare capacity.
To provide appointment analysis data as requested by the Practice Manager.
To oversee the process for managing patient DNAs.
System One /IT
To act as lead for Systmone housekeeping overseeing the integrity of the clinical system.
To manage the process of clinical back up ensuring this is completed daily and system restoration processes are checked annually.
To maintain IT log system for all operational IT issues.
To train new staff in use of the clinical system, including locums.
To manage user access to Systmone, managing security access for users, registering new users and removing access for temporary staff and leavers.
Personal Development
To participate in own yearly appraisal.
To assess own educational needs and explore opportunities for maintaining and developing knowledge and skills.
This job description will be subject to review at annual appraisal and at any other time when it is deemed necessary by the changing demands of the health service and delivery of service.
Equality and Diversity
Person Specification
Experience
Essential
- The candidate will need to demonstrate experience of working within General Practice Reception and have a good understanding of Systmone. Experience of supporting and supervising staff effectively is essential. Motivation to improve and develop the service and the team is key.
Desirable
- Experience of meeting the requirements of Health and Safety issues within the workplace.
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
Beaumont Lodge Medical Practice
Address
Beaumont Lodge Medical Practice
244 Astill Lodge Road
Leicester
LE4 1EF
Employer's website
https://www.beaumontlodgemedicalpractice.co.uk/ (Opens in a new tab)
For questions about the job, contact:
Practice Manager
Leanne McLaughlin
01162353579
Date posted
19 February 2024
Pay scheme
Salary
Depending on experience
Contract
Permanent
Working pattern
Full-time, Part-time
Reference number
A5614-24-0006
Job locations
Beaumont Lodge Medical Practice
244 Astill Lodge Road
Leicester
LE4 1EF
Doctors Surgery
2 Baxters Close
Leicester
LE4 0QR
