Reception Lead

• Supervise and support the reception team, ensuring high standards of customer service at all times.
• Assisting with maintaining and monitoring of the practice e-mails and electronic communications.
• Assisting and supporting reception team with answering incoming phone calls, booking appointments and signposting patients and callers as appropriate.
• Produce, maintain and participate in reception rotas ensuring cover is planned, absence is managed and authorised appropriately. 
• Manage workflow allocation ensuring work is completed and communicated consistently.
• Handle complex or escalated patient queries with professionalism and empathy.
• Ensure accurate use of appointment booking system on the phone and also online and dealing with enquiries.
• Work collaboratively with clinical, administrative and allied staff including Community staff to ensure smooth patient journeys.
• Support with onboarding and training of new reception team members. 
• Support reception staff development providing guidance and direction. 
• Answer queries and complaints from patients and outside agencies, signposting to the appropriate staff member as appropriate.
  
• Advise patients of practice procedures.
• Assist with registering new patients, temporary patients and processing online access requests.
• Support the management team in the day to day operations of the practice.
  
  

• Ability to work in a polite, confidential and discreet manner, respecting patients and colleagues at all times.
• Experience of working with the general public, being sensitive and empathic in distressing situations.
• Ability to work as part of a team.
• Strong IT and administration skills, with a high level of accuracy and attention to detail.
• Previous experience of working in a health care setting is desirable.
• Problem solving and analytical skills.

Heacham Group Practice is a long-established, friendly GP Practice with two surgeries at Heacham and Snettisham providing excellent quality healthcare for approximately 7,600 patients. 

Our clinical team includes two GP Partners, Salaried GPs, ANP and very skilled nursing team including Nurse Practitioner, specialist Nurses and HCAs.  We are supported by an experienced administrative team who work closely with our clinical team providing excellent patient care along with a dedicated and supportive work environment.  We work alongside a wide range of other healthcare professionals including physiotherapists, Frailty Team, Pharmacist and Social Prescriber through our PCN.

We are proud to be a training practice for GP Registrars.

Our clinical System is SystmOne and we also utilise AccuRx to support our patient accessibility.

• A permanent employment contract
• Membership of the NHS Pension Scheme
• Support for your personal and professional development
• Excellent training and development opportunities

Please note 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 to check for any previous criminal convictions.