Reception Team Leader

• Overseeing the call queues, guide PST members calls are answered promptly on individual sites, and cross site cover.
• Organising staff working patterns to ensure that the day-to-day routines are covered appropriately and ensure PST staff rotas are in place for relevant sites, include organising cover in the event of short notice absence of PST members.
• Organising support for any additional training needs of all PST staff.
• Being first point of contact for PST members to escalate items/issues.
• Completing return to work interviews if appropriate and in a timely manner.
• Assisting with probationary review and staff appraisals/ Performance Management where and when required
• Assisting with reception/PST front-line duties when needed.
• Ensuring the team are kept well motivated and communicating effectively with all team members.
• Being the first point of contact for patients wishing to make a verbal complaint.
• Overseeing all duties within the reception team to enable the smooth running of the department
• Assisting with CQC compliance.
• Attending relevant meetings and taking minutes when appropriate.
• Dealing with all information sensitively and in accordance with confidentiality guidelines
• Following and complying with all policies and procedures, reporting concerns as appropriate.
• Completion of staff audits.

Essential

• Educated to a GCSE level

Essential

• Clear, polite spoken manner.
• Problem solving.
• Have excellent planning and organisational skills.
• Perform well under pressure.
• Be Self-motivated and flexible.
• Excellent time management i.e., ability to work effectively to strict deadlines.
• Ability to make decisions under pressure whilst maintaining a positive communication style.
• Be able to work both as part of a team and as an individual.
• Ability to work with highly confidential information
• Committed to excellence
• Ownership willing to take on additional responsibilities.
• Demonstrates commitment to fairness and equality.
• Responsive and positive about change.

Desirable

• Previous experience of working in a busy GP Surgery is preferable but not essential.

Essential

• Minimum of two years working experience in a patient/customer facing role.
• IT literate MS Word and Excel.
• Dealing with patients/customers.
• High standard of keyboard skills.
• Experience of communicating and liaising politely and positively with internal and external customers/patients face to face and on the telephone, whilst considering the confidential nature of the post.
• Previous management of a small team.
• Previous experience using SystmOne.
• Previous experience of working within the NHS.