Reception Team Lead

Role Overview & Responsibilities

HEAD OFFICE

Reception Team Lead

Full time - 37.5 hours per week

£33,000 - £35,000

Purpose of this role:

To support the patient Services Manager in the day to day running of the main reception and outpatient reception teams. To provide leadership of these departments to develop succession planning for this department in the case of unforeseen or planned changes in circumstances. This role will allow the Patient Services Manager time to focus on departmental excellence, improve our service offering and raise overall standards of our system and processes in line with key stakeholder feedback.

Responsibilities:

To be a Customer Care Champion and ensure the standards of customer service are delivered across all reception departments

Coordinate and manage the rotas for the reception teams ensuring we are able to deliver a professional service to all guests

Behaviour, attitude and outlook to support the Patient Services Manager at all times, especially in terms of setting standards to team members and presenting a united front around business and strategic decisions

To be fully trained on both Main Reception and Outpatient reception areas to provide cover when required

Manage complaint situations in line with company complaints policy attempting always to avoid escalation to a complaint. Using own initiative to resolve in earliest stages.

Assist patients with special requests or any other queries to make sure their visit to the hospital is a pleasant one

To adhere to and implement the hospital uniform code and general uniform ordering

Drive the patient feedback responses and actively seek out patient feedback

To manage recruitment, selection and training of new staff as necessary

To manage the annual appraisal process

Manage your time to coach and develop others as required

Health and safety representative for Reception Team and Patient Services

Actively review processes with a view to improving

Ensure reception areas are GDPR compliant at all times

Health and Safety Representative for department

Sit on the Patient Forum as a patient advocate and patient representative