Job Description
HEAD OFFICE
Reception Team Lead
Full time - 37.5 hours per week
Ā£33,000 - Ā£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