Team Leader

Job description

Job responsibilities

JOB DESCRIPTION

Post -Team Leader

Salary Grade -£14.53 - £17.69 per hour

Reporting to -Practice Manager

Accountable to -Practice Manager

PURPOSE OF THE ROLE

The role manages the daily operational delivery of services to support efficient clinical delivery for a specific practice within VHG. This includes people, administrative, building and operational management that complies with statutory and CQC guidelines

MAIN DUTIES AND RESPONSIBILITIES

Management of staff-

Management of the practice staff in the provision of high-quality patient focused service to support the Practice and meet the service demands

Line management of Reception Hub staff

Ensure staff are monitored and developed ensuring professional operational standards and excellence in patient care and safety are implemented and maintained.

Organisation of rotas to ensure an adequate and safe level of staff at all times

- Assist in monitoring and evaluating performance of staff against objectives, help to identify and manage change

- Monitor relevant day to day administration, in relation to patient services ensuring it remains effective

- Maintain effective communication both within the Practice and within all the relevant agencies

- Arrange team meetings; prepare agendas and distribution of minutes as necessary

- Assist in the development of protocols, review and update as required in conjunction with Practice Manager

- Alongside the HR manager provide a range of HR management services, including recruitment, selection, supervision, training, health & safety, discipline and grievance and delegation of workloads for all members of the Reception team

- Organise and manage meetings to promote good team working across the practice

- Perform regular staff 1-1s and appraisals as required

Operational

-Act as a subject matter expert of IT/Telephony services within the Practice and ensure that the use of the systems are maximised

- Liaise with NHIS to solve IT problems and ensure a smooth running of practice information systems

- Initiate, develop and maintain excellent third-party relationships, e.g.: patient group and other stakeholders to grow, maintain and support services and performance delivery

- Develop effective working relationships with other leads within the practice to ensure a smooth support of clinical delivery

- Take the lead on ensuring day to day operational problems are resolved to ensure a high-class service for patients

Patient Services

-Ensure compliance with patient confidentiality at all times, in line with current legislation

- Working with the rest of the management team, maintain an accurate and efficient appointment system taking account of national and local requirements on access and patient surveys

- Ensure the reception team respond to and manage calls appropriately and in line with Practice policy

- Ensure calls abandoned are at a minimum and that response rates are in line with current targets. Provide regular reports to the Practice Manager regarding response rates

- Ensure all patient information is accurate, easily accessible and kept up to date

- Participate in regular audits across all services regarding patient satisfaction conducted in conjunction with the reception team and phone system audit

- Use all feedback from patients and staff to improve the front-line service to patients

-Be the first point of contact of for complaints and resolve as appropriately, ensuring relevant reporting of complaints and incidents

- Act as primary point of contact for the dissemination of information and communication with internal and external parties

CULTURAL

Learning & Development

Ensure continuing education, training and development is undertaken to meet role specific and governance guidelines for Continuing Professional Development.

Continue to develop soft skills and emotional intelligence in line with the requirements and culture and to uphold the values and culture of Village Health Group.

Safeguarding Responsibilities

The organisation takes the issues of Safeguarding Children, Adults and addressing domestic violence very seriously. All employees have a responsibility to support the organisation in our duties by:

- Attending mandatory training on Safeguarding children and adults.

- Making sure they are familiar with their and the organisations requirements under relevant legislation.

- Adhering to all relevant national and local policies, procedures, practice guidance (e.g., LSCB Child Protection Procedures and Practice Guidance) and professional codes.

- Reporting any concerns to the appropriate authority.

Mobility

Employees may be required to work at any sites within VHG

BEHAVIOURS

VHG staff should strive towards the following behaviours to support their professional development and working life

o Communicate appropriately and clearly and also know when to listen

o Polite and professional at all times

o Self- starting, inquisitive and determined

o Organised, Structured and Purposeful

o Diplomatic, Tactful, Emotionally Aware

o Determined, Focused and Resilient

o Self -Aware as an individual or part of a team

o Happy to Contribute, Respectful, Adaptable

o Eager to learn and seek the highest outcomes

o Patient and outcome focused

o Respectfully challenging and decisive

o Know when to ask for help

o Work Safely

o Visible leadership and consistent management

ADMINISTRATION & GENERAL

As an employee of VHG it is expected that you will take due diligence and care in regard to any information collected, recorded, processed or handled by you during the course of your work and that such information is collected, recorded, processed and handled in compliance with Practice requirements and instructions.

To work to the agreed standards, policies and procedures, values, and beliefs of the organisation

The duties of this post are a guide to the range of responsibilities that may be required. These may change from time to time to meet the needs of the service and/or the development needs of the post holder. This job description will be revised regularly to take account of changes within the organisational structure and the practice business plan.

Person Specification

Knowledge/Skills

Essential

• Ability to analyse data using (principally) Microsoft Excel
• Experience of complex administration and record keeping in an office environment
• Ability to understand and learn new software and administrative procedures
• Understanding of data security

Desirable

• Clinical Audit
• An understanding of the Quality & Outcomes Framework
• Experience of clinical systems

Academic

Essential

• Numerate and IT literate including use of Microsoft Office

Desirable

• Management Qualification at level 5

Experience

Essential

• Previous experience in a GP Practice
• Experience of dealing with external organisations at management level
• Experience of dealing with members of the public
• Previous management or supervisory experience including a range of HR responsibilities
• Experience within a health care setting
• Running customer focus groups

Academic/Vocational Qualification

Essential

• Full UK Driving License and access to own vehicle

Vocational Qualifications

Essential

• O/GCSE/CSE level qualification in English and Maths or equivalent
• A demonstrable commitment to professional development

Qualities/Attributes

Essential

• Ability to work autonomously and initiate / self-direct own workload
• An understanding, acceptance, and adherence to the need for strict confidentiality
• Ability to use own judgement, resourcefulness, and common sense
• Ability to work without direct supervision and determine own workload priorities
• Ability to work as part of an integrated multi-skilled team
• Able to work under pressure and remain calm
• Able to work in a changing environment
• Able to use own initiative
• Flexible and adaptable

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

PartnersHealth

Address

Keyworth Health Centre

Bunny Lane

Keyworth

Nottingham

NG12 5JU

Employer's website

https://www.partnershealth.co.uk (Opens in a new tab)