Job responsibilities: Patient Care: Make appropriate appointments for patients to see or speak to clinicians using the practices appointment system and Which Clinician list as the prioritisation tool. Actively encourage signposting, care navigation and usage of online services available. Ensure that patients are dealt with compassionately and empathetically. Ensure that telephone calls are dealt with efficiently and expediently, and that regular monitoring is in place. Ensure that all tasks and emails are dealt with and completed on a daily basis. Effectively deal with any operations team members escalated patient concerns or queries where appropriate. Ensure knowledge of and adherence to Practice Complaints Policy. Ensure communication systems are running smoothly, and that clinicians, administrators and management are kept fully informed of changes in procedures. Proactively monitor and assist in achieving the required targets within the Quality and Outcomes Framework; using the practices Clinical Management Plan templates and diary dates to effectively contact the patient to arrange the required treatment and recording of planned/arranged treatment. Regularly monitor and review operation team processes and systems to ensure that they are continuing to work effectively and proficiently. HR: Assist the Operations Manager with recruitment of reception team staff. Induct, mentor and train newly-appointed reception/triage team members and ensure that objectives are achieved by agreed deadlines. Efficiently report reception sickness to the HR lead, encouraging staff members to follow appropriate protocols during any sickness absence. Effectively manage reception team members under-performance and ensure adherence to practice policies. Manage sickness absence: carry out return to work interviews and monitoring, reporting to the HR lead and Operations Manager as appropriate. IT: Be conversant with all systems required for the role, rectifying issues and escalating issues as necessary. Manage appointment cancellations and queries from the appropriate IT platform. Ensure that online requests are actioned in a timely manner. General: Continually assess and evaluate systems, recommending changes and improvements to the Operations Manager. Overview appointments, ensuring that these are being booked appropriately and that wasted appointments are reduced or eliminated. Assist the Operations Manager and Practice Manager in meeting financial targets, e.g. QoF and enhanced services.