Job summary

Vida Healthcare are looking to welcome a Reception Team Leader on a full-time basis.Please be aware that this is a fast pace, high demanding role. This will be a multi-site working role.

The role of the Reception Team Leader (RTL) is to be responsible for the leadership and supervision of the Patients Support team, ensuring all reception and administration duties are performed efficiently and professionally and to the required standard, meeting the objectives of Vida Healthcare. This will include in person, on the telephone or written communication.

They will ensure all reception areas of the Practice continue to run smoothly. There may be certain elements of the role that are delegated on a permanent basis, but this will be site specific and subject to change.

Main duties of the job

• 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.

About us

Vida Healthcare is one of Norfolks largest and most successful General Practices, working with colleagues in the NHS to provide the best possible patient care. Our practice has experienced impressive growth over recent years, by creating a work environment that encourages talented individuals to thrive and make a difference.

We pride ourselves on our impeccable standards of patient care and in order to maintain this it is essential that we employ reliable team players with strong caring qualities, dedication, and excellent attention to detail and commit equality-of-service delivery.