Manage and lead the reception team and maintain suitable processes for the running of the practice. - Manage the day to day running of the reception team, including overseeing; rotas, holidays, availability, allocations, changes - Ensure adequate cover is available at all times (including during periods of unexpected absence) - Handle patient queries, complaints, and feedback professionally. - Be part of recruitment of new reception staff; including selection and interviewing - Lead and participate in practice/team meetings as appropriate - Liaise with clinical and administrative staff to improve patient experience. - Implement and maintain reception protocols, policies, and procedures. - Support the practice in meeting NHS and CQC standards. - Assist with recruitment and induction of new reception staff. - Ensure training, coaching, management of staff takes place to ensure the team are operating efficiently and effectively. - Ensure reception staff are carrying out their daily work to the required standard - Ensure practice policies are followed and accurate records are kept, with particular reference to: appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths. - Liaise with management team concerning staffing and organisation of work. - Liaise with other members of the primary health care team, outside agencies and practice volunteers as required. Patient Services - Act as first point of contact for more complex enquiries from patients and complaints in accordance with the Practice complaints procedure - Support the Practice Manager to manage the practice complaints process, ensuring that issues are addressed in line with the practices policies. - Responsible for operating all procedures in Reception and the Waiting Rooms - Ensure appointment system is being utilised correctly for all services - Work closely with clinicians and other healthcare professionals to ensure seamless patient care delivery. - Ensure systems are in place for recording of data - Ensure an effective and efficient reception service is provided to both patients and visitors Administrative/IT Responsibilities - Have full understanding of clinical systems (including SystemOne, Accurux), and any other systems necessary. - Have a working knowledge of all software - Ensure you are first port of call for any IT issues, system errors, and escalate issues appropriately. - Have a clear understanding of telephone and computer systems, in order to train staff accordingly on the use of the system. - Set up smart cards and day to day management of smart cards - Assist with remodelling and room moves as required - Understand security systems alarms & lights - Continually assess and evaluate systems, recommending changes and improvements to the management team as appropriate - Ensure communication systems are running smoothly, ensure GP's and reception staff are kept fully informed of changes in procedures - Assist with production and upkeep of practice protocols - Act as a central source of information Reception Duties - Carry out reception duties along with reception staff (as per receptionist job description) - To cover absenteeism as required Team Communication - Foster effective communication within the reception team and with the wider clinical and administrative staff. - Hold regular team meetings to ensure that all reception staff are kept informed of any changes to practice procedures or policies. - Ensure a smooth handover of responsibilities during shift changes and effectively manage rota scheduling. Compliance and CQC Standards - Ensure the practices reception area complies with CQC standards for cleanliness, safety, and confidentiality. - Maintain a knowledge of relevant legislation and regulations in healthcare, ensuring all processes comply with the latest CQC guidelines. - Support the Practice Manager in preparing for CQC inspections and audits, ensuring all necessary documentation and evidence are in place. - Actively promote a culture of continuous improvement, addressing any identified gaps in service delivery in accordance with CQC standards. Health & Safety The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include: - Using personal security systems within the workplace according to practice guidelines. - Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. - Making effective use of training to update knowledge and skills. - Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards. - Reporting potential risks identified. Equality and Diversity The post holder will support the equality, diversity and rights of patients, carers and colleagues, to include: - Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation. - Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. - Behaving in a manner which is welcoming to and of the individual, is non-judgemental and respects their circumstances, feelings priorities and rights. - Monitor and evaluate adherence to local chaperoning policies. - Act as a role model in the observance of equality and diversity good practice. - Accept the rights of individuals to choose their care providers participate in care and refuse care. - Assist patients from marginalised groups to access quality care. Confidentiality - In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. - In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential. - Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.