About this role
Job summary
We are looking to recruit an individual for a dual role as a Receptionist and a Team Leader. As a team leader you will be responsible for the day-to-day management of the hub ensuring fair distribution of workflow and efficient, speedy responses to our patients. You will be responsible for the hub staff rota, organisation of holiday and sick leave cover, provision of training, and support to Patient Service Manager/Assistant Patient Service Manager.
The postholder will also be a key member of the reception team and will be responsible for providing an efficient reception function.
Working hours
40hours per week
Monday to Thursday 8am-18.30pm
Main duties of the job
To oversee the day to day function of a central hub phone system for managing calls from the 3 participating practices, problem solving and ensuring its smooth running
Use the telephone software to profile call volumes and staffing levels, working with staff to reduce variation in how they deal with calls and how the team functions overall on calls
To train and supervise staff ensuring they are working to agreed protocols around the booking of appointments, managing prescription requests etc and customer service standards
Help develop the reception team with care navigation, encouraging implementation within each call
Manage the reception staffing rota ensuring cover at the front desks in each of the 3 sites and within the hub, and organising cover for annual leave and sickness etc
To work closely with PSM & APSM and those staff in patient liaison roles, to ensure the hub reception systems and processes are patient friendly, efficient and constantly seek to improve both the patient and staff experience
To be responsible for the defusing and resolution of complaints in a timely and considerate manner and support to PSM with management of formal complaints ensuring implementation of NHS complaints process at all times
About us
We are Affinity Care Primary Care Network covering a population of over 64,000 patients over 7 GP practices and 8 sites, all in the Bradford area. Our ethos is to provide patient focused care based on the model of GP-led family orientated general practice tailored to local population needs. Our practices are highly accredited training practices, level 3 research ready sites within an embedded ethos of our learning organisation.
We are a friendly enthusiastic and hard working team with opportunities for career progression and will provide support and development for anyone demonstrating capability, enthusiasm, commitment and strong work ethic.
Benefits include:
5 weeks annual leave (pro rata for part time hours)
Birthday Holiday (pro rata for part time hours)
Well-being day (pro rata for part time hours)
NHS pension
Access to Simply Health
Job description Job responsibilities
To ensure the front of house service of meeting and greeting is welcoming and portrays the image of high quality, professional and patient focused care
To converse with patients and visitors by speaking clearly and precisely and with confidence both over the phone and face to face at the desk
To ensure a high focus on customer satisfaction by dealing with queries in a speedy and accurate manner applying sympathy and apathy as relevant
To work to the protocols with regard booking appointments, repeat prescriptions, ordering of patient transport including emergency ambulances and all other duties as explained to you by the Patient Services Manager
To deal with general queries and effectively liaise with clinicians and other staff as required
To support clinicians during their clinics by effectively dealing with their queries and tasks as requested. This may be the need for some stock in their rooms or to chase an appointment with the hospital or other ad hoc request
To support provide chaperoning service at request of clinician and or patient
To ensure patient confidentiality, including the use of the computer system and visibility of the screen as well as the transfer of written and verbal communication
To effectively liaise with colleagues both in the reception team and the backroom administration team
To undertake administrative duties as outlined by your line manager in line with the wider function the reception team provides to the practice. Such duties could range from ensuring consulting rooms are appropriately stocked, registering new and temporary patients, dealing with repeat prescription requests, ringing patients to confirm if they will be attending a clinic appointment, to filing and other general office duties.
Contribute to the overall performance of the Practice by providing administrative support in respect of performance targets including Quality & Outcomes Framework (QOF).
General
To challenge in a constructive way and actively seek new ways of working, constantly looking for improved processes and procedures across whole systems
To reduce waste in all forms including ensuring best use of staff time and skill mix as well as the use of consumables, materials, equipment and other resources such as ensuring surgeries run to full capacity
To be an advocate of the practice portraying a professional and corporate image at all times
To actively take part in relevant training and education sessions
Some duties may change in line with the needs of the practice. These will stay within reasonable scope to those outlined above and will be discussed with you at the time
Person Specification
Experience Essential
Experience of working in a patient focused environment Working knowledge of GP practice An understanding, acceptance and adherence to the need for strict confidentiality NVQ 2 or 3 Customer Service or equivalent Experience of clinical Systems Reception experience in General Practice or the NHS GCSE English Language, Grade C or above or equivalent
Desirable
Working knowledge of Microsoft Office applications Experience as a manager or team leader
Qualities and Attributes Desirable
Communication skills, both written and verbal Competent in the use of SystemOne Competent with use of IT Well developed IT skills Ability to deal confidently and courteously with people both in person and over the telephone Ability to work flexibly as a team member Able to work on own initiative and prioritise workload Empathetic, honest, caring, diplomatic and considerate Change- management skills and ability to influence and support staff in managing change positively Leadership skills including the ability to gain respect from staff and clinicians Negotiation and conflict management skills Able to work under pressure Other: Evidence of willingness to learn an develop Highly motivated Adaptable, innovative, forward thinking Enthusiasm, with energy and drive Professional and smart appearance Willing to work flexible hours as necessary Able to travel if required
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 Affinity Care
Address Affinity Care
Willows Medical Centre
8 Osbourne Drive, Queensbury
BRADFORD
West Yorkshire
BD13 2GD
United Kingdom
Employer's website https://shipleymedicalpractice.nhs.uk/ (Opens in a new tab)