Job summary An exciting opportunity has arisen for an experienced, motivated, and hardworking individual to join our team as Senior Receptionist.The successful candidate will be responsible for efficient management and direction of the administration team ensuring all duties are performed effectively and to a high standard.
Main duties of the job Overseeing the administration and support operations of the practice, ensuring staff achieve their primary responsibilities.
About us We are a friendly practice with over 8100 patients.Our clinical team comprises 3 GP Partners,1 Salaried GP, 1 Clinical Pharmacist, 2 Nurse Practitioner Prescribers, 1 Practice Nurse, Nurse Associate and other associated staff and ARRS roles.Full administration support from the Practice Manager and administrative staff.
Job description Job responsibilities Overall responsibility: Tobe responsible for the efficient management and direction of the administrationteam, ensuring all administrative duties are performed effectively and to therequired standard, meeting the objectives of the practice.
To support the management team in promotingquality and continuous improvement, confidentiality, collaborative working,service delivery, learning and development, and to carry out other duties asdirected by the management team.Tobe responsible for undertaking a wide range of reception duties and theprovision of general support to the multidisciplinary team.
Duties can include, but are not limited to,greeting and directing patients, effective use of the appointment system,booking appointments, the processing of information and assisting patients asrequired.To act as the central point of contact for patients, thedistribution of information, messages and enquiries for the clinical team,liaising with multi-disciplinary team members and external agencies such assecondary care and community service providers.The postholder will: Be able to provide leadership to the reception and administration team Have excellent service, leadership and communication skills Work collaboratively with the whole surgery to meet the needs of thepatientsMainduties of the job: The following are the core responsibilities of the SeniorReceptionist.
There may be, on occasion,a requirement to carry out other tasks.
This will be dependent upon factorssuch as workload and staffing levels:Overseeingthe administration and support operations of the practice, ensuring staffachieve their primary responsibilitiesCompilingadministration staff rotasUpdatingthe appointment book to reflect annual leave and other absencesSupportingthe management team in the compilation of practice reports and the practicedevelopment planDeveloping,implementing and embedding efficient office processes and proceduresWiththe Practice Manager, supporting the coordination of the provision of temporaryadministrative and reception staff, ensuring sufficient cover is provided forperiods of leave and other staff absencesProvidinginitial guidance and advice to patients who wish to verbally complainMaintaining andmonitor the practice appointment systemProcessing personal,telephone and e-requests for appointments Answering incomingphone calls, transferring calls or dealing with the callers requestappropriatelySignposting patientsto the correct serviceInitiating contactwith and responding to, requests from patients, team members and externalagenciesPhotocopyingdocumentation as requiredData entry of new andtemporary registrations and relevant patient information as requiredInputting data intopatients healthcare records as necessaryDirect requests forinformation, SAR, insurance/solicitors letters and DVLA forms to the MedicalSecretaryManage all queries asnecessary in an efficient mannerMaintaining a clean,tidy, effective working area at all timesMonitoring andmaintain the reception area and notice boardsSupporting allclinical staff with general tasks as requestedActioning incomingemails and correspondence as necessaryScan patient relateddocumentation and attach scanned documents to patients healthcare recordsComplete opening andclosing procedures in accordance with the duty rotaSupport in themanagement of repeat prescriptions, ensuring they are processed accurately andefficientlyDealing with patientcomplaints relating to front desk/reception servicesOversee and delegatedaily tasks Person Specification Experience Essential Experience of leading a team Experience of working as a receptionist/administrator Desirable Experience of working in primary care Complaints management and de-escalation Knowledge and Skills Essential Good interpersonal and communication skills Ability to lead and motivate a team Able to multi task and prioritise workload appropriately Understanding of confidentiality Excellent IT knowledge including Microsoft Office applications Good organisational skills Effective verbal and written communication skills Desirable Experience of using EMIS Web and Docman software Good knowledge of the care navigation process Qualifications Essential Good standard of general education Desirable NVQ in Customer Service or similar