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 responsibilities Overall responsibility:
To be responsible for the efficient management and direction of the administration team, ensuring all administrative duties are performed effectively and to the required standard, meeting the objectives of the practice.
To support the management team in promoting quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development, and to carry out other duties as directed by the management team.
To be responsible for undertaking a wide range of reception duties and the provision 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 as required.
To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multi-disciplinary team members and external agencies such as secondary 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 the patients
Main duties of the job:
The following are the core responsibilities of the Senior Receptionist. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:
Overseeing the administration and support operations of the practice, ensuring staff achieve their primary responsibilities
Updating the appointment book to reflect annual leave and other absences
Supporting the management team in the compilation of practice reports and the practice development plan
Developing, implementing and embedding efficient office processes and procedures
With the Practice Manager, supporting the coordination of the provision of temporary administrative and reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences
Providing initial guidance and advice to patients who wish to verbally complain
Maintaining and monitoring the practice appointment system
Processing personal, telephone and e-requests for appointments
Answering incoming phone calls, transferring calls or dealing with the caller's request appropriately
Signposting patients to the correct service
Initiating contact with and responding to requests from patients, team members and external agencies
Photocopying documentation as required
Data entry of new and temporary registrations and relevant patient information as required
Inputting data into patients' healthcare records as necessary
Direct requests for information, i.e. SAR, insurance/solicitors letters and DVLA forms to the Medical Secretary
Manage all queries as necessary in an efficient manner
Maintaining a clean, tidy, effective working area at all times
Monitoring and maintaining the reception area and notice boards
Supporting all clinical staff with general tasks as requested
Actioning incoming emails and correspondence as necessary
Scanning patient-related documentation and attaching scanned documents to patients' healthcare records
Completing opening and closing procedures in accordance with the duty rota
Support in the management of repeat prescriptions, ensuring they are processed accurately and efficiently
Dealing with patient complaints relating to front desk/reception services
Overseeing and delegating daily tasks
Person Specification Experience
Experience of leading a team
Experience of working as a receptionist/administrator
Experience of working in primary care
Complaints management and de-escalation
Knowledge and Skills
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
Experience of using EMIS Web and Docman software
Good knowledge of the care navigation process
Qualifications
Good standard of general education
NVQ in Customer Service or similar
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.
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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 responsibilities Overall responsibility:
To be responsible for the efficient management and direction of the administration team, ensuring all administrative duties are performed effectively and to the required standard, meeting the objectives of the practice.
To support the management team in promoting quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development, and to carry out other duties as directed by the management team.
To be responsible for undertaking a wide range of reception duties and the provision 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 as required.
To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multi-disciplinary team members and external agencies such as secondary 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 the patients
Main duties of the job:
The following are the core responsibilities of the Senior Receptionist. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:
Overseeing the administration and support operations of the practice, ensuring staff achieve their primary responsibilities
Updating the appointment book to reflect annual leave and other absences
Supporting the management team in the compilation of practice reports and the practice development plan
Developing, implementing and embedding efficient office processes and procedures
With the Practice Manager, supporting the coordination of the provision of temporary administrative and reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences
Providing initial guidance and advice to patients who wish to verbally complain
Maintaining and monitoring the practice appointment system
Processing personal, telephone and e-requests for appointments
Answering incoming phone calls, transferring calls or dealing with the caller's request appropriately
Signposting patients to the correct service
Initiating contact with and responding to requests from patients, team members and external agencies
Photocopying documentation as required
Data entry of new and temporary registrations and relevant patient information as required
Inputting data into patients' healthcare records as necessary
Direct requests for information, i.e. SAR, insurance/solicitors letters and DVLA forms to the Medical Secretary
Manage all queries as necessary in an efficient manner
Maintaining a clean, tidy, effective working area at all times
Monitoring and maintaining the reception area and notice boards
Supporting all clinical staff with general tasks as requested
Actioning incoming emails and correspondence as necessary
Scanning patient-related documentation and attaching scanned documents to patients' healthcare records
Completing opening and closing procedures in accordance with the duty rota
Support in the management of repeat prescriptions, ensuring they are processed accurately and efficiently
Dealing with patient complaints relating to front desk/reception services
Overseeing and delegating daily tasks
Person Specification Experience
Experience of leading a team
Experience of working as a receptionist/administrator
Experience of working in primary care
Complaints management and de-escalation
Knowledge and Skills
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
Experience of using EMIS Web and Docman software
Good knowledge of the care navigation process
Qualifications
Good standard of general education
NVQ in Customer Service or similar
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.
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