Job responsibilities
The Horsefair Practice
Group - Sandy Lane Surgery
Job Description
Post Title
Reception
Supervisor
Base
HFPG-Sandy
Lane Surgery
Reports to
Practice
Manager
Accountable
to
Practice Manager
Responsible
for
Supervision
of Reception Services
Job Summary
To have
responsibility for the smooth running of the Reception Area.
To prioritise
the workload of reception staff in order to meet requirements the business.
To undertake
any training or development necessary to fulfil the requirements of the role.
Staff may be
asked to work flexibly in terms of the jobs that they do, and the hours they
work.
Main
Responsibilities
- Responsible for allocation of duties for reception
staff on a daily basis. To cover appointments, prescriptions, front
desk, results, as and when required. To ensure cover staff cover is
available at all times.
- Undertake the training of staff in all areas of
Reception duties, and implementing change to procedures, where required.
- Ensuring the work area/reception/GP/nurse rooms are
clean and tidy at all times, and reporting problems to the relevant
personnel.
- To conduct Appraisal of all reception staff to agreed
standards, including the agreement of a Training Needs Analysis where
appropriate
- Continually assess and evaluate systems recommending
changes and improvements to the Management Assistant / Practice
Manager, as appropriate.
Completion of Reception Significant Event investigations/reports.
- Ensuring Patient Tasks / Docman Workflow Tasks are
dealt with on a daily basis.
- Dealing with the chemist and nursing home requests
via telephone / Front Desk.
- Deal with more complex enquiries/complaints from
patients, and try to resolve in the first instance.
- Undertake the responsibility for the distribution of
all post into the practice, and ensuring post for internal transfer is
collected in accordance with the locally agreed procedure. To ensure all private and confidential
post is only opened by the designated staff in line with the Caldicott
Guardians guidelines.
- Ensuring that all confidential waste is dealt with
on a daily basis.
- To ensure compliance with health and safety
regulations and report any health and safety issues to the attention of
the Management Assistant / Practice Manager.
- Maintaining strict confidentiality regarding
information concerning patients, staff and practice business. Any problems should be reported to the
Management Assistant / Practice Manager
- To provide effective communication with all
patients / staff, ensuring appropriate feedback and outcomes. Ensuring the highest standards of
professionalism at all times.
- To notify the Management Assistant / Practice
Manager of any absenteeism.
- Registration of patients, in accordance with the
local policy, and ensuring completion of medical records.
- Maintain practice morbidity register in line with
protocols (deaths).
- Complete templates for computer input, as directed.
- Ensuring building is secure at all times, complying
with the practice policies.
- Deal with IT problems and report to the relevant
internal/external personnel.
- Ensure accurate coding of data and advise junior
staff appropriately.
- Ensuring that Staff rotas are processed in
accordance with practice policy, and any cover issues raised with the Management
Assistant / Practice Manager.
- To be able to triage calls: signposting patients to
relevant services or arranging appointments in surgery with the relevant
clinician as appropriate.
- To have a sound and up-to-date knowledge of Local
Care Pathways and local services, including the voluntary sector.
- To respond appropriately in emergency situations.
- To understand the common needs and safeguarding
issues of vulnerable patient groups including children, elderly
housebound and those with long-term conditions.
- Investigating any incidents, which may or may not
lead to disciplinary action of team members
- Recruitment, for example participating in interview
processes
- Holding regular Reception Team meetings
- Enabling Change Management
- Responsible for the smooth running of the telephony
system which would include diversions on training days and for out of
hours cover.
- Understanding of QOF targets so actions are
performed in keeping with these targets, which will include data
collection
- To implement agreements and policies concerning data
sharing and client/ patient consent.
- Chaperoning as and when required
- Other duties as appropriate to the job role.
Computer/IT
To
utilise medical software systems to enable the effective handling of patients
and practice information and information supplied by other agencies.
To
input data accurately onto patient records and software systems.
Registration
of new patients and removal of deceased patients in accordance with current
practice Policy
Understanding
of QOF targets so actions are performed in keeping with these targets, which
will include data collection and advising patients when reviews are overdue
Other Duties
The
information supplied above is intended to summarise the key responsibilities
and duties of the role. The post
holder may be required from time to time to carry out other reasonable
requests and duties as required, consistent with the responsibilities of the
grade.
Job Design and Review
This job
description may be subject to change in the future. Any proposed changes will normally be
discussed fully with the post holder and confirm via the issue of an updated
job description.
Confidentiality and Data Protection
All staff who
have access to personal data in relation to patients or staff will be aware
of their responsibilities under the Data Protection Act 1998 and will abide
by the eight principles of the Act.
Any breach of the Act could result in disciplinary action being taken
and criminal charges being brought against the individual who has breached
the Act.
Health and Safety
Individual employees
of HFPG and other employees contracted to work on the HFPG premises have an
equal responsibility, along with managers and supervisors, for maintaining
safe working practices for the health and safety of themselves and other
persons who may be affected by their acts or omissions at work.
All employees
must adhere to their duties under the Health and Safety at Work Act 1974 and
other associated safety legislation, including all new Health & Safety
Regulations. In addition employees must
comply with all the HFPG policies relating to Health & Safety and Risk
Management to secure a safe workplace and will draw managements attention to
any deficiencies and/or hazards, which might prove detrimental to themselves
or others.
There is a
general responsibility for employees to act sensibly and reasonably, and
mandatory health and safety training sessions.
Clinical Governance
All employees
are required to actively contribute towards the organisations clinical
governance systems, taking responsibility as appropriate for quality
standards and work towards the continuous improvement in clinical and service
quality.
Policies and Procedures
All staff
with familiarise themselves with HFPG policies, procedures and protocols
relating to their service and work within the guidelines at all times.
Diversity
All staff
through personal example, open commitment and clear action, should ensure
that diversity is positively valued, resulting in equal access and treatment
in employment, service delivery and external communications. To be familiar with, actively promote and
work within, the spirit of the HFPG Equal Opportunities policies at all
times.
Personal/Professional
Development
All staff
will participate in any training programme implemented by the HFPG as part of
this employment, such training to include:
Participation
in an annual individual performance review, including taking responsibility
for maintaining a record of own personal and/or professional development
Taking
responsibility for own development, learning and performance and
demonstrating skills and activities to others who are undertaking similar
work.
Quality
All employees
will strive to maintain quality within the practices, and will:
Alert other
team members to issues of quality and risk
Assess own
performance and take accountability for own actions, either directly or under
supervision
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
Work
effectively with individuals in other agencies to meet patients needs
Effectively
manage own time, workload and resources.
Communication
All staff should recognise the importance of
effective communication within the team and will strive to:
Communicate
effectively with other team members
Communicate
effectively with patients and carers
Recognise
peoples needs for alternative methods of communication and respond
accordingly.
Contribution
to the Implementation of Services
Apply HFPG
policies, standards and guidance
Discuss with
other members of the team how the policies, standards and guidelines will
affect own work
Participate
in audit where appropriate.
