Ambrose Avenue Group Practice are looking to recruit a proactive and experienced Team Leader to join our team, the role is for 37.5hrs per week.
The role will provide a focal point of communication between patients, doctors and other medical staff, and ensure the Reception team provides an efficient service and that a professional manner is maintained at all times by all reception employees.
Main Duties
The post holder will be responsible for:
- Support the reception staff acting as a role model to reception staff, supporting, motivating and promoting good staff relations
- Support the receptionists with any queries or complaints they may have.
- Support and help any unhappy patients
- Deal with patients’ complaints and try to resolve them in a timely and professional manor.
- To ensure any complaints that cannot be resolved are escalated to the Operation Manager.
- Ensure all staff are informed of and adhere to practice policies which are held on the intranet.
- Monitor staff annual leave cover
- Assist with and minimise potential problems that may lead to complaints. Supporting staff in difficult patient situations
- Deal with any low level complaints relating to reception or associated issues.
- Accurately document all incidents and outcomes, ensuring that the Operation Manager is kept informed.
- Deal with general telephone enquiries from patients and general public
- Acting as primary point of contact in reception for clinicians.
About the candidate
The post holder will have a good standard of education, including Maths and English and have experience of working in and providing customer service. The post holder will ideally have experience of working within a Receptionist role, it would be beneficial if they had some experience of working within a Primary Care General Practice position, but this is not essential. The post holder will have experience of receiving and making telephone calls – a professional manner is expected at all times.
The post holder will need to have strong IT skills and be able to use computer based systems. Experience of SystmOne would be advantageous but not essential as training will be provided.
The post holder must be organised, have strong communication skills, both verbal and in writing, be able to communicate with internal staff as well as external agencies and patients, and have a strong understanding of confidentiality. The post holder must be able to work effectively within a team as well as being able to work independently, without supervision.
This list is not exhaustive and is subject to change pending request of the Practice Manager and Partners.
Please send your CV to annie.bailey2@nhs.net
Job Type: Full-time
Salary: £10.42-£11.00 per hour
Schedule:
- Day shift
- Monday to Friday
- Overtime
Ability to commute/relocate:
- Colchester: reliably commute or plan to relocate before starting work (required)
Work Location: In person
