THE Medical jobs in Aztec West

Hours: Full Time / 37.5 hours per week

Salary: £29,250 per annum (£15 per hour)

Location: Almondsbury and Pilning Surgeries

Almondsbury Surgery, Sundays Hill, Bristol. BS32 4DS and Pilning Surgery The Surgery, Northwick Road, Pilning, Avon, Bristol BS35 4JF

Contract: Fixed Term / 12 Months

The Receptionist / Lead role will lead and supervise the reception teams from a strategic and operational perspective, working closely with the Operations Manager to ensure the smooth and efficient running of the practice.

The postholder will ensure the highest standards of patient care and customer service are consistently delivered in line with agreed procedures and protocols.

The ideal candidate will possess previous experience in supervising a team, have extensive knowledge of the medical reception role and will have worked in a busy practice.

• The position is suitable for someone who can work using their own initiative, problem solve effectively, be self-sufficient and manage their own workload effectively with minimal supervision.
• Support and guide their team during their working day. To ensure that all reception team members are functioning at consistently high levels and to proactively promote the team to use their own initiative to problem solve in the absence of the lead.
• Ensure that all reception duties are carried out efficiently and all enquiries are handled courteously and in a timely manner.
• Contribute to any changes that will continually enhance the performance of the reception team.
• Ensure that the reception area is always staffed to provide continual cover and access.
• Highlight any gaps in staffing to the Operations Manager.
• Involvement in team planning.
• Facilitate full induction and training plan for any new starters within the reception team.
• Flexibility to slide own shifts to meet the demands of the business.
• Ensure that all requests and workstreams are monitored, including but not limited to Anima, EMIS tasks, Website and Emails.
• Define, delegate and monitor all reception tasks in response to changing practice needs.
• Demonstrate problem-solving and customer service skills, especially in dealing with unforeseen circumstances / patient feedback and complaints; deescalating situations.
• Ensure resources and sundry items needed are available.
• Undertake other ad-hoc work as and when required under the guidance of the Operations Manager.
• To provide continuous / uninterrupted reception cover, including management of front desk and answering telephone calls to deliver excellent customer service to our patients.
• Be open to covering and adapting own working day to accommodate the needs of the business during sickness, holidays and training.
• Monitoring and recording of reception staff absence using RotaMaster.
• Regular 1:1s with reception teams, providing support and appraisal for each team member.
• Supporting the Operations Manager with Annual appraisals for reception team members, ensuring training plans are in place, objectives set / monitored and comprehensive staff records are maintained.
• Ensure that all reception staff complete statutory & mandatory training within the correct timeframe and remain up to date.
• To organise and lead monthly reception meetings, including booking an appropriate room, arranging cover, producing the agenda and sending out electronic invitations. Full notes to be shared and stored.
• To attend other meetings as required including In-house PLT & practice clinical meetings as required.
• Ensure that any relevant learning events that relate to the reception team and patient service are recorded.
• Produce working rotas for the reception team, ensuring adequate cover across both sites, highlighting any shortfalls to the Operations Manager in a timely fashion.

Person Specification

• Educated to GCSE level or equivalent
• GCSE Mathematics & English (C or above)

Experience

• Experience of working within a General Practice Reception environment
• Experience of using own initiative/multi-tasking
• Experience of excellent customer service & liaison
• Excellent communication skills (Written and Oral)
• Time management and the ability to work to deadlines
• Interpersonal skills
• Performing under pressure/ ability to remain calm, controlled and professional
• Adaptability
• Ability to make yourself compatible within the team and work effectively as a team member
• Act as a role model for team members
• Self-motivated/ resourceful/ ability to take initiative
• Flexibility/ available to work flexible hours demanded by the job
• Confidentiality, integrity and honesty
• Negotiation and conflict management
• Problem solving skills
• Planning and organising
• EMIS Web (computerised medical records system)

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.

Pay: £29,250.00 per year

Work Location: In person