Patient Services Team Lead

The main focus of this role is to lead the site Reception Team, ensuring that Reception Team services and support are provide in accordance with practice protocols and procedures and that a high level of customer service is provided and maintained.

• To co-ordinate the team, ensuring that cover is maintained in accordance with the Rota and that additional cover is organised at times of unplanned absence.
• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way., The duties and responsibilities to be undertaken by the Reception Team Leader may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Site Lead and/or Practice/Hub Manager, dependent on current and evolving Practice workload and staffing levels:
• Ensure a thorough oversight of practice procedures and protocols and how the Reception Team interacts with these. To update and review Reception Team protocols on a regular basis to ensure that they remain current and adapt to operational changes.
• Act as a role model, demonstrating and promoting the standards expected by the Practice and to motivate and inspire the Reception Team creating the energy and enthusiasm required for the service and promoting good staff and patient relations
• Provide guidance and direction to staff, direct any on-the-job training as required and oversee or deliver induction training for new staff. Help mediate with any interpersonal problems within the team and address any concerns
• Provide on-going training and reviews, contribute to the annual appraisal process and organise and deliver regular team meetings
• Assist with and minimise any potential issues that may lead to a patient complaint
• Keep SystmOne up to date with any SCR changes and any Links queries there are on the system, The role will be based within Lakeside Healthcare, supporting the reception team across our New Queen Street and Stanground surgeries. The team plays a vital role in ensuring the smooth day-to-day running of the practice, providing a welcoming and efficient service to patients while supporting clinicians and other departments.
  
  LAKESIDE HEALTHCARE is changing the face of primary care provision in England. We are bold, adventurous and ambitious and determined to thrive in uncertain times. We are the largest true partnership in the NHS and operate from various sites across the East Midlands. We serve the healthcare needs of over 170,000 patients across Northamptonshire, Lincolnshire & Cambridgeshire. Joining our team presents an opportunity to be part of a large organisation that is changing the way primary care is delivered today.
Living and breathing our values at Lakeside Healthcare Caring & Respect: Simply put we genuinely care about people: working together for our patients and our teams, our patients come first in everything we do. We strive to ensure we connect and respond to all needs with compassion, care and respect to improve the lives and wellbeing of the communities we serve. Teamwork & Quality: In all areas of our business we network, collaborate and learn from our Patients, Stakeholders and each another to ensure we are always striving to improve, making the right and best decisions to provide the best service