Patient Services Team Lead – The Medical Centre
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The main purpose of this exciting newly created post is to provide passionate, creative and efficient leadership of front-line patient services, predominantly through our reception team, ensuring all patient services duties are performed effectively and to the required standard, meeting the objectives of the practice. The following are the core responsibilities of the Patient Services Team Lead. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels. The Patient Services Team Lead role is embedded within the reception team and is responsible for: a. Being a passionate advocate for excellent patient service, leading the reception team by example b. Overseeing the reception team and its various functions, ensuring reception staff achieve their primary responsibilities efficiently and effectively c. Maintaining excellent communication across the reception team and across all sites d. Line managing all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training e. Providing ‘hands-on’ support for reception team as required f. Compiling reception rotas in order to provide effective patient services with the resources available g. Completing reception staff appraisals as required h. Identifying and delivering team training where required i. Compiling information on local services to improve signposting options for patients j. Proactively support management team to help convey relevant surgery information and service updates to patients across our communication channels (SurgeryApp, website, Twitter, etc.) k. Reviewing and updating all administrative and reception policies and procedures as required l. Supporting the management team in the compilation of practice reports and the practice development plan m. Developing, implementing and embedding efficient office processes and procedures to adhere to existing legislation n. Coordinating the provision of temporary reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences o. Updating the GP appointment system, including the reflection of leave and other approved absences p. Providing initial guidance and advice to patients who wish to verbally provide feedback (comments or concerns) q. Overseeing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary r. Acting as building fire marshal, ensuring evacuation lists are current and that the visitors’ log is used appropriately