Job responsibilities
Main Duties and Responsibilities
Staff Management
1. Administer the systems for
annual leave, sickness absence, TOIL, and overtime, and maintain appropriate
records ensuring accurate information is submitted in time for payroll.
2. Oversee the reception team in line with
practice HR policies, protocols, and service standards.
3. Oversee senior receptionist to help manage and
record holiday absences for all reception staff and organise appropriate
holiday cover for staff.
4. Oversee senior receptionist to help authorise
and arrange staff overtime to meet gaps in staff rotas and agreed increases in
activity/workload.
5. Undertake 6 monthly one to one meetings with
staff to review their development objectives, performance, and any other
work-based issues.
6. Identify, organise, and deliver training
identified from staff personal development objectives.
7. Monitor reception staff sickness in accordance
with the practice sickness policy and provide timely records to the Practice
Manager.
8. To oversee the accuracy of records for staff
holiday, overtime, sickness and other leave and update on the HR platform.
9. Manage staffing levels within the agreed
budgets.
10. Interview and appoint new reception staff
members when appropriate, support to be provided by the Office Manager and/or
Practice Manager where appropriate.
11. Oversee senior receptionist to help co-ordinate
the induction and training of reception staff.
12. Organise and host monthly meetings with
reception team. The post holder will prepare agendas and distribute minutes/action
points from these meetings.
Reception Team
13. Co-ordinate reception duties and weekly staff
rotas to ensure the provision of a safe, effective service.
14. To provide support and guidance to the
reception team, other practice staff and visitors on patient service issues.
15. Oversee that all reception workflows are kept up
to date and processed correctly and in a timely manner.
Patient
Services
16. To disseminate information to the whole
practice team in relation to patient services including appointment
availability and any agreed system changes.
17. Ensure patient satisfaction is maintained at
every opportunity and to provide opportunities for regular feedback including
the implementation of patient surveys. Ensure staff are trained to deliver
excellent customer service and this is managed with regular training and
monitoring.
18. To manage informal patient complaints received
direct from the patient, ensuring the Practice Manager is briefed.
19. To cascade upwards, without delay, any
unresolved informal complaints or compliant which require formal documentation
and carry out any request for investigation in a timely manner.
20. Management
of patient text messaging service, e.g., reminders & DNAs.
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, the practice Health & Safety Manual, and the practice Infection
Control policy and published procedures. This will include:
21. Fulfil the role of Fire Marshall including responsibility
for carrying out monthly planned fire alarm testing and ad-hoc unplanned fire
drills.
22. Ensure
that safe working practices are followed in respect of COSHH and other Risk
Assessment control measures. Follow Health & Safety policies and
guidelines, reporting incidents using appropriate reporting systems.
23. Monitor
work areas and practices to ensure they are safe and free from hazards and
carry out periodic inspections to ensure buildings are safe and well
maintained, providing a written report and liaise with Practice Manager to
resolve problems.
24. Liaise
with staff to ensure any required assessments are made (e.g. Display Screen
Equipment, Eyesight Tests for Computer use, Occupation Health assessments) and
any required actions are carried out or reasonable adjustments are made (e.g.
for disabled staff).
25. Employees
must comply with the provisions of The Health and Safety at Work Act 1974 and
must take reasonable care for the health and safety of themselves and of other
persons who may be affected by their acts of omissions whilst at work.
Employees are also required to cooperate with their employer to enable them to
perform or comply with any statutory provisions. The Practices efforts to
promote a safe and healthy working environment can only succeed with the full
cooperation of its employees.
Confidentiality:
26. 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.
27. 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
careers, 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.
28. 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.
Equality
and Diversity:
The post-holder will support the
equality, diversity and rights of patients, carers, and colleagues, to include:
29. 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.
1. Respecting
the privacy, dignity, needs and beliefs of patients, carers, and colleagues.
2. Behaving
in a manner which is welcoming to and of the individual, is non-judgmental and
respects their circumstances, feelings priorities and rights.
Personal/Professional
Development:
The post-holder will participate in
any training programme implemented by the practice as part of this employment,
such training to include:
3. Participation
in an annual individual performance review, including taking responsibility for
maintaining a record of own personal and/or professional development.
4. Taking responsibility
for own development, learning and performance and demonstrating skills and
activities to others who are undertaking similar work.
Quality:
The post-holder will strive to
maintain quality within the practice, and will:
5. Alert
other team members to issues of quality and risk.
6. Assess own
performance and take accountability for own actions, either directly or under
supervision.
7. Contribute
to the effectiveness of the team by reflecting on own and team activities and
making suggestions on ways to improve and enhance the teams performance.
8. Work
effectively with individuals in other agencies to meet patients needs.
9. Effectively
manage own time, workload, and resources.
Communication:
The post-holder should recognize the importance of effective
communication within the team and will strive to:
10. Communicate
effectively with other team members.
11. Communicate
effectively with patients and carers.
12. Recognize
peoples needs for alternative methods of communication and respond
accordingly.
The above list of duties should not be regarded as definitive as they may
be reviewed from time to time to take account of changing circumstances. Also,
tasks and duties may be extended or redistributed amongst the practice team as
necessary, and cooperation should not be unreasonably withheld.