Senior Data/Patient Assistant

Job description

Job responsibilities

The post holder is responsible for overseeing the reception/admin/workflow team ensuring practice standards for patient facing and administrative tasks are completed to accepted practice standards.

They will work collaboratively with the general practice team; GP partners, Practice Nurses, Operations Manager and Managing Partner to meet the needs of the patients, ensuring that practice policies and procedures are followed and ensuring compliance with CQC Essential Standards of Care.

Look after the health & safety and wellbeing of all admin staff as well as any patients in the waiting room and reception areas.

Main Duties and Responsibilities

Staff Management

1. Oversee the admin team in line with practice HR policies, protocols and service standards.

2. Manage and record holiday absences in the cover book for all admin staff and organise appropriate holiday cover for staff.

3. Liaise with Operations Manager to ensure any absences are recorded in TeamNet.

4. Arrange staff overtime to meet gaps in staff rotas and agreed increases in activity/workload.

5. Assist Operations Manager with the annual appraisals with admin staff to review their development objectives, performance and any other work-based issues.

6. To ensure the Operations Manager is fully aware of all sickness or unplanned absences and to assist in undertaking back to work interviews in line with the practice sickness policy, liaising with the Operations Manager and instigating the Management of Sickness scheme if appropriate.

7. Identify, organise and deliver training identified from staff personal development objectives.

8. Assist in the Interview process alongside the Operations Manager and Managing Partner and appoint new reception staff members when appropriate.

9. To co-ordinate the induction and training of reception staff.

10. To ensure that QOF-related/Target driven work as delegated to the staff by the Management Team or QOF/Recall Lead is undertaken to a high standard and in a timely fashion.

Reception Team

11. Co-ordinate reception duties and weekly staff rotas to ensure the provision of a safe, effective service (including lunchbreaks etc).

12. To maintain the timetabling of the staff rota, ensuring sufficient cover is available during times of holiday and sickness, arranging cover in advance, or on-the-day if required, and covering shifts yourself if unable to find the cover. (This will come after training, but in the meantime it is your responsibility to arrange cover for on-the-day or short notice absences).

13. To prioritise duties of the reception and office teams at times of unplanned absences

14. To ensure that existing reception and administrative systems are functioning efficiently and monitor these systems and make suggestions for improvement.

15. To provide support and guidance to the reception team, other practice staff and visitors on patient service issues.

16. Oversee that all reception workflows are kept up to date and processed correctly and in a timely manner.

17. Ensure that the registration processes for new patients (including the provision of appropriate information to patients) are followed and to review and make suggestions for changes to this system.

18. Co-ordinate incoming post ensuring accurate receipt recording and timely delivery.

19. Overseeing the workload and day to day capacity of the Online Triage System.

Patient Services

1. To adopt a strategic approach to the development and management of patient services

2. To disseminate information to the whole practice team in relation to patient services including appointment availability and any agreed system changes.

3. 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.

4. Lead on patient online services.

Workflow and Document Management

5. To maintain policies and procedures are kept up to date

6. To provide training where appropriate for new and existing staff

7. To attend regular workflow meeting and liaise with the GP Lead

8. Represent the team at staff training to ensure new processes are understood

Person Specification

Experience

Essential

• At least 1 years experience of managing or supervising staff.
• Experience of giving feedback and training to improve staff performance.
• Experience working in General Practice, Public Sector or Healthcare Environment.

Desirable

• Experience of management of staff within General Practice.
• Experience of using a clinical system (EMIS)

Qualifications

Essential

• NVQ Level 3 or equivalent level of skills, knowledge and experience.
• Good standard of grammar and spelling in the English language.
• Excellent ICT skills, including familiarity with Microsoft Office software, particularly excel, and previous experience of working with databases.
• Knowledge of Reception procedures and experience to deal with non-routine requests and issues.

Desirable

• Training or qualifications in management.

Personal Competencies & Qualities

Essential

• Ability to communicate with patients, staff and other professionals.
• Good verbal, presentation and written skills and ability to communicate concisely and effectively.
• A motivational, proactive and problem solving approach.
• Excellent organisational skills and be able to work to deadlines.
• Commitment, determination and resilience.
• Able to act professionally at all times.
• Ability to deal with personal information sensitively and respect peoples right to strict confidentiality.
• Ability to work on your own initiative.

Employer details

Employer name

Vine Surgery Partnership

Address

Hindhayes Lane

Street

Somerset

BA16 0ET

Employer's website

https://www.vinesurgery.nhs.uk/ (Opens in a new tab)