We are looking for an experienced Admin/Reception Team Lead to join our friendly, established team. You will have experience of working in general practice and have held a similar position as a medical receptionist/administrator previously with SystmOne experience.
At Ashcroft Surgery, we have two Admin Team Leads to manage the reception and back-office admin team, ensuring the smooth daily running of the reception, incoming calls, and dealing with patient enquiries. This role will directly line manage the reception and admin staff, which includes staff forecasting, recruiting, retention, inductions, rotas, training, and performance management, ensuring the admin team delivers first-class patient care while providing support and motivation.
Main duties of the job
The Admin Team Lead role will work with the Practice Management Team and Partners to implement an advanced Care Navigation pathway to improve the efficiency and effectiveness of the reception team and enhance customer service to patients. This includes implementing changes to reduce call volumes and waiting times, managing and monitoring the utilization of all clinical appointments, and evaluating clerical pathways to make improvements to back-office processes.
About us
We are a practice consisting of 6 GP Partners, 4 salaried GPs, 4 Practice Nurses, 4 Health Care Assistants, and a lovely admin team. We have around 8,900 patients and operate from a large multi-purpose building in Eccleshill, where we also have Physiotherapists, Social Prescribers, Ultrasound, Epilepsy and memory clinics, and District Midwives. We have a strong training focus in practice, training 6 GP registrars, FY2 doctors, medical students, advanced nurse practitioners, and nursing students. We are an understanding, flexible, warm, supportive multi-disciplinary team, with experienced staff that have worked with us for many years, and we are proud to have a very low staff turnover due to the friendly, professional, rewarding, and supportive environment.
Job responsibilities
1. Support the day-to-day running of the reception and admin team.
2. Assist the Practice Manager with staff sickness, changing rotas, and coordinating communication to patients.
3. Ensure a robust admin/reception staff rota to open and close the practice daily with sufficient cover at all times.
4. Ensure all clinical rooms are set up for the day and allocated correctly.
5. Evaluate current work practices for the reception team and implement structured improvements.
6. Implement and oversee the Care Navigation process, improving services to patients and appointment utilization.
7. Audit the on-call list, identifying non-emergencies, and updating the team on the appropriate use of the emergency board.
8. Manage telephony systems, updating contacts, staff lists, analyzing call data, and implementing improvements.
9. Decrease call volumes, waiting times, and call durations, improving efficiency.
10. Monitor daily call volumes and ensure staff are answering calls promptly.
11. Handle on-the-day patient complaints, resolving them to prevent escalation.
12. Issue zero tolerance letters to patients, ensuring all information is sufficient.
13. Oversee the registration process for new patients and introduce efficiencies.
14. Manage private letter requests from patients, logging and processing them timely.
15. Be responsible for self-service arrival screens and improving customer service.
16. Act as the Health & Safety Officer for the reception area.
17. Manage and monitor Extended Access appointment utilization.
18. Conduct Significant Event Analysis (SEA) reporting for non-clinical SEAs.
19. Act as the GDPR & Information Governance Lead for Reception, auditing and reporting.
Staff Management:
1. Assist the Practice Manager in performance management and staff appraisals.
2. Manage rota and workforce planning.
3. Hold daily huddles with the team.
4. Assist in staff forecasting, recruitment, and induction.
5. Create and update all Reception Team training modules.
6. Ensure the reception team is up to date with mandatory training.
7. Plan and deliver Protected Learning Time (PLT) for the year.
Communication:
1. Strive for effective communication with staff and patients.
2. Communicate efficiently with staff on policies, procedures, and practice updates.
3. Handle queries from doctors, staff, patients, and other agencies.
4. Support staff and patients in problem-solving.
5. Oversee all staff communication boards in the reception and back-office areas.
6. Ensure compliance with GDPR and Information Governance.
7. Attend and participate in regular Lead and Management meetings.
The above is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated by your changing role within the organization and the overall business objectives of the Practice.
Person Specification
Qualifications
* GCSE grade A to C in English and Maths
Experience
* Must have primary care/healthcare experience.
* Experience with SystemOne (essential).
* Ability to share the role with another experienced Admin/Reception Team Lead.
* Proven track record of effective team management.
* A minimum of 2 years admin/clerical experience.
* Excellent verbal and written communication skills.
* Experience in complaint handling.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, and a submission for Disclosure to the Disclosure and Barring Service (formerly known as CRB) will be necessary to check for any previous criminal convictions.
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