Job summary
We are looking to recruit an additional Reception Team Leader to support and assist our existing one in post to offer additional support to our friendly reception team.
Hours of work hours per week (between 0800-1900) Monday-Friday - flexibility will be required for this role.
Training will be given, however we are looking for someone that already has some experience in leading a team, preferably experience in working in a GP Practice and experience using EMIS web clinical system.
We are looking for an enthusiastic individual who can adapt to change and learn new skills with support from the management team.
We encourage our staff to undertake and embrace new ways of working appropriate to the every changing face of the NHS.
Main duties of the job
1. Ensure that you work effectively within the team ensuring effective organisation.
2. Ensuring that all reception/admin staff work to agreed procedures and perform their role effectively. This will involve performance managing staff in an effective way.
3. Organising GP/Nurses/Reception/Admin rotas, availability, allocations, changes to ensure adequate staffing for patient services
4. Managing sickness absence such as cover and assisting in return to work interviews
5. Co-ordinating leave requests to arranging staff holiday rota
6. Responsibility for organising cover for holidays, sickness and other leave requests
7. Training of new reception staff by organising and overseeing the induction training and ongoing reviews
8. Attend staff meetings
9. Communicate effectively with other team members & patients
10. Deal with complaints in accordance with Practice Complaints Procedure
11. Providing relief cover for reception when necessary
12. Any other activities such as shall be reasonably requested by the PM, DPM, Doctors and other clinical staff
13. Management of GP2GP/Inbound new patient records
14. online consultation platform management
15. ADHOC duties as required
About us
Our GP practice has been going through some very positive changes in the past 12 months, from introducing new ways of working and forward thinking at a varied workforce required to meet future needs for us and our patients. we have additional GP support/allied clinicians are working for the practice. We have a caring and supportive ethos within the practice.
We have 11,800 patients
5 GP Partners; 5 Salaried GPs
Practice Manager and Deputy Practice Manager
1 Clinical Pharmacist, 1 Pharmacy Technician
4 Practice Nurses
1 Health Care Assistant & 1 GPA
Administration staff consisting of 1 Reception Team Leader, Receptionists, Secretary, 3 x Care Co-ordinators.
We offer automatic enrolment in NHS Pension scheme, Holiday entitlement 5 weeks pro-rata
We work within our PCN Primary Care Network (SMASH)
Job description
Job responsibilities
JOB DESCRIPTION
JOB TITLE: RECEPTION TEAM LEADER
REPORTS TO: PRACTICE MANAGER
HOURS: hours per week
Job Summary:
16. Responsibility for the day to day supervision and management of all reception/admin staff and for ensuring the smooth running of the reception area ensuring all functions are carried out in accordance with agreed procedures, protocols and time-scales
17. Job Responsibilities:
18. General Management responsibilities:
19. Ensure that you work effectively with the other Reception/Admin team ensuring effective organisation and hand over and a fair share of the responsibilities of the role.
20. Ensuring that all reception/admin staff work to agreed procedures and perform their role effectively. This will involve performance managing staff in an effective way.
21. Listening and responding to issues raised by the team
22. Organise GP/Nurses/Reception/Admin Rotas, availability, allocations, changes to ensure adequate staffing for patient services
23. Ensure that the reception as a working space is tidy; stationery and forms are up to date and well sourced, equipment is in working order and displayed information is up to date.
24. Managing sickness absence such as cover and assisting in return to work interviews
25. Co-ordinating leave requests to arranging staff holiday rota
26. Responsibility for organising cover for holidays, sickness and other leave requests
27. Training of new reception staff by organising and overseeing the induction training and ongoing reviews
28. Attend staff meetings & taking minutes when required
29. Communicate effectively with other team members & patients
30. Deal with more complex enquiries from patients
31. Sending texts to patients – reminders & managing DNAs.
32. Booking more complex appointments for patients
33. Deal with complaints in accordance with Practice Complaints Procedure in the absence of the Practice Manager ( PM) or Deputy Practice Manager (DPM)
34. Providing relief cover for reception when necessary
35. Any other activities such as shall be reasonably requested by the PM, DPM, Doctors and other clinical staff
36. Attend the weekly/monthly management team meeting with the PM & DPM
37. Methotrexate monitoring
38. Nomads and new medication
39. Adding clinics for third parties
40. Management of GP2GP/Inbound new patient records
41. Stationary / stock ordering
42. Death deductions/notification of Deaths to Diabetic service/Sympathy/New birth cards to patients
43. Management of missing blood forms for phlebotomy sessions
44. Online consultation platform management
45. Arranging minor ops when required
46. Administration of DNACPR, OOH and ERISS
47. ADHOC duties as required
48. Contribution to the Implementation of Services
49. Apply Practice policies, standards and guidance
50. Discuss with other members of your team how the policies, standards and guidelines will affect own work to 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
51. Assist the management team to ensure Health & Safety policies & Fire protocols are implemented
52. Continually assess and evaluate systems recommending changes and improvements to the PM and DPM as appropriate
Information
53. Ensure communication systems are running smoothly between the reception/admin team and the rest of the practice staff
54. Responsibility for ensuring that the Reception/admin Team Manual/Clarity Team Net is up to date
55. Act as a central source of information for your team
Information Technology
56. Have full understanding of the practice’s appointment system
57. Have a working knowledge of all software and hardware
58. Have a clear understanding of the practice’s telephone systems
59. Deal with IT problems, taking advice from the Practice Manager if required
General Reception Duties:
60. Receiving patients at the front desk, dealing with them in a polite, helpful and friendly manner
61. Answering the telephone and acting upon the content of the call
62. Receiving and passing on messages – face-to-face, via telephone or computer
63. Arranging appointments for patients
64. Dealing with the registration procedure for new patients
65. Dealing with requests and preparing prescriptions using the computer
66. General office duties, including dealing with incoming and outgoing mail and photocopying
Communication:
67. The post-holder should recognise the importance of effective communication within the team and will strive to:
68. Communicate effectively with other team members
69. Communicate effectively with patients and carers
70. Recognize people’s needs for alternative methods of communication and respond accordingly
71. Personal/Professional Development:
72. Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
73. Effectively manage own time, workload and resources
74. Making effective use of training to update knowledge and skills
75. Participate in any training programme implemented by the Practice as part of this employment
Confidentiality:
76. 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
77. 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
78. 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
79. Health & safety:
80. 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, the practice health & safety manual, and the practice infection control policy and published procedures. This will include:
81. Using personal security systems within the workplace according to practice guidelines
82. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
83. Making effective use of training to update knowledge and skills
84. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
85. Actively reporting of health and safety hazards and infection hazards immediately when recognised
86. Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder’s role
87. Undertaking periodic infection control training (minimum annually)
88. Reporting potential risks identified
Equality and diversity:
89. The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
90. Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
91. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
92. Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Person Specification
Qualifications
Essential
93. GCSE A-C in English and Maths Good IT skills using MS Office
94. Experience in managing a team.
Desirable
95. Ideally you will have some NHS experience and have worked in a GP Surgery.