30 hours per week - Mon & Tue 1.30pm-6.30pm, Wed & Fri 8am-6.30pm
About Us
With three sites based in Wallisdown, Northbourne and Bournemouth University, Talbot Medical Centre proudly support a patient population of around 27,000. Our workforce of 70 talented staff is at the heart of everything we do. We’re committed to creating a workplace where people feel appreciated, supported and able to do their best work, with staff wellbeing at the centre of our culture.
About You
The reception team is the largest in the Practice consisting of circa 30 staff who work on a rota basis across 3 sites. The role will consist of both; undertaking reception tasks as well as supervising. Possessing the appropriate skills and competencies is important because the team will look to you for knowledge and guidance. Therefore, in order to apply you will have at least 2 years current/recent experience as a medical receptionist (ideally in a GP/NHS/Hospital setting). In addition, you will have recent experience or in a supervisory role, or the ability to demonstrate the appropriate competencies in order to step up into supervisory role: training staff, supervising a team, first line performance management, undertaking probationary reviews, absence management and annual appraisals.
You will thrive in a busy environment, enjoy supporting others, and want to make a meaningful difference in primary care. You will lead by example to ensure that the team reach their maximum potential through effective supervision to meet their objectives of offering an excellent service to our patients, supporting the wider team whilst complying with Practice policies, procedures and protocols.
You will have the means to travel regularly between our 3 sites as required which are situation at: Wallisdown, Northbourne and Bournemouth University.
Role Objective:
To effectively train, support and supervise the reception team and to provide and maintain an efficient, professional, reliable, pleasant, welcoming and friendly service to patients and to support with queries from doctors, staff, patients and third parties across multiple sites. Candidates must have a flexible approach and cover absent colleagues when needed and be willing to train in our supervisory processes.
Essential Requirements:
Satisfactory DBS clearance and right to work documentation
Min. 2 years medical reception experience (preferably GP/NHS)
A good standard of general education.
English and Maths to GSCE level or equivalent standard.
A high standard written and spoken English and a clear and polite telephone manner.
Strong IT skills including Microsoft office.
Fast and accurate data entry and keyboard skills.
Experience of working with the general public in a customer facing role.
Good planning, organisation, prioritisation, time management, work to deadlines.
Able to work cohesively as a team member & autonomously w/o constant supervision.
Effective and positive interpersonal and communication skills both written and oral.
Good problem solving and analytical skills.
Ability to follow instruction and comply with policy and procedure.
High levels of initiative, confidentiality, integrity and loyalty.
Forward thinking and self-motivated.
Sensitive and empathetic.
Flexible and cooperative.
Customer service experience.
Ability to perform under pressure.
Ability to work across multiple sites and own transport.
Must be of smart appearance and professional.
Desirable Requirements:
Previous Supervisory/Management experience (highly desirable)
Knowledge of SystmOne
Experience in low level patient complaints
Summary of Tasks:
Proactively supervise the reception team to ensure professional standards are maintained.
Support management of the reception rota to ensure that cover is provided for normal operations and for holiday, sickness and other absence as required.
Initial involvement in resolving of staff queries, performance/conduct issues and low-level disputes.
Back to work meetings following absence
Probationary Reviews
Appraisals
Managing performance
Training of reception staff
Rotas
Annual Leave Requests
Assisting with Recruitment & Onboarding
Point of contact for the GP Partners and Management team for all Reception issues.
Appropriate representation of the reception team and cascading information between Management & Staff.
Taking initial responsibility for trouble shooting across sites.
Managing team break times and workstation rotation.
Support the Prescription Lead in ensuring that prescriptions are efficiently managed in accordance with Practice policies and procedures.
Ensure building security .
Ensure Reception have written protocols to assist them to carry out their duties.
Supporting the Reception team in their duties where required and being able to carry out receptionist’s duties when required (see Reception job description).
Act as the first point of contact for patient complaints; ensure patient is fully aware of his/her rights regarding the complaints process and their right to appeal/escalate any decision.
Help patients to manage their needs, answering their queries and supporting them to make appointments.
Support the Reception team provide coordination and navigation for individuals and their carers across health and care services, working closely with social prescribing link workers, health and wellbeing coaches and other primary care roles.
Act as Carers lead, proactively identifying carers and work with them to support their personalised care requirements, ensuring they can access appropriate services. Ensure new carers are recorded on S1 and are provided with support information. Attend carers meetings as required
Be aware of all external services and ensuring that staff are signposting patients correctly
Undertake fire warden duties on a rota basis or when necessary.
As requested, and where within the scope and capability of the post holder, cover absenteeism and assist with general day-to-day duties across the practice as appropriate and when required.
Attend meetings outside of core working hours with reasonable notice.
To maintain positive and professional relationships with all staff and third parties.
To undertake training as directed to ensure that that skills remain compliant and at the required standard of the practice.
Why Work for Talbot Medical Centre?
At Talbot Medical Centre - we work hard to ensure the wellbeing of our valued colleagues. We support a healthy work-life balance and offer fixed sociable hours and no weekend shifts. With us, you can be part of a team that values empathy, collaboration, and mutual respect and play a vital role in patient care whilst contributing to a practice that truly values its staff.
We offer free parking, an excellent NHS pension and access to the Blue Light Card which is exclusive to NHS staff and offers fantastic retail and other discounts and goodies.
And lastly:
We appreciate the time and effort it takes to apply for jobs and would like to be able to respond to every application, unfortunately, as we are a small team, this is not administratively viable. We will select from candidates that, in our view, most closely match the Essential and Desirable criteria based on the information provided and the number of interview slots we have available. Therefore, if you do not hear from us within 10 working days, please assume that you have not been selected for shortlisting on this particular occasion, in which case, we wish you every success in your job search and look forward to hearing from you in response to any future suitable advertised roles.
Job Type: Permanent
Pay: £14.35 per hour
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Health & wellbeing programme
- Sick pay
Application question(s):
- Do you have transport and are able to travel locally between sites?
Education:
- GCSE or equivalent (required)
Experience:
- Medical Reception: 2 years (required)
- Supervisory/Management: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
