Job responsibilities
Job Title -Reception Lead
Line Manager - Patient ServicesManager
Accountable to -Operations Manager
Hours per week -Full time or part time hours, flexible hours between 08.00-18.30hrs
Job Summary
The focus for the Reception Team Lead is on the patient experience, including their welcome at reception, the waiting room environment, access to appointments and services, and the overall care and consideration shown by the reception team. The role will have wide ranging responsibilities and fundamental to this is the requirement to, in collaboration with the Patient Services Manager, continually assess the need to develop and improve front of house systems to provide an excellent service to patients, whilst managing patient expectations at the same time.
The postholder will be responsible for daily supervision and training of the reception team, acting in a professional, accountable and caring manner to patients and staff at all times. You will work closely with the Patient Services Manager and Operations Manager to provide supervision and support to the care navigator team in the practice.
Job Responsibilities:
The list of duties below is not exhaustive and may be subject to change as deemed necessary.
Reception Management:
Responsible for the smooth running of the reception and associated administration function; advising on improving systems and processes and leading the team to improve access and the patient experience. Supporting staff to manage patient expectations according to the practice resources that are available.
With direction and support from Patient Services Manager, oversee the front of house operations of the practice to ensure smooth, efficient operation of the practice including monitoring daily responsibilities and tasks of the reception team, oversight of room availability, general reception generated administration, patient care and services.
Ensure the waiting rooms/public areas are clean and well-presented, music is playing, and queues are dealt with.
With oversight from Patient Services Manager, manage any on the day changes to the rota systems for patient appointments to always ensure cover and resilience.
Day to day support to care navigators when managing difficult patient interactions.
Manage the training and development of the Care Navigator role to enable them to deliver a high standard of customer service. Provide individual training to new team members and keep training records up to date. Identify ongoing training needs across the team and deliver or arrange necessary training.
Deputise for Patient Services Manager for Carers Lead, Friends and Family and DNAs
Care Navigator Team, Access and Support:
Support the practice to meet all access to appointment standards together with developing and implementing systems and processes to achieve higher than the standard access requirements and provide exemplary access for patients.
Supporting the care navigator team to facilitate access to patient services by ensuring prompt telephone answering, and signposting to most appropriate service or clinician.
Monitor daily, weekly and forward appointment availability, flagging up any concerns or shortfalls as appropriate. Supported by the Patient Servies Manager and Operations manager.
On-line triage Assist in training of reception and other team members as appropriate to understand the system, and utilise it to its best effect, to optimise use of available clinician resources. With support from Patient Services Manager and Operations manager.
Manage all administrative functions within Systmone, Accurx and other IT systems at the practice relevant to reception, ensuring all tasks are dealt with by the team in a timely manner.
Respond to patient enquiries, compliments, comments, or complaints, in a timely and considerate manner moving concerns to the Patient Services Manager in the first instance ensuring adherence to the Complaints Policy including timescales for responding and taking actions to reduce future complaints. With support from the Patient Services manager and Operations manager if appropriate.
Ensure the patient registration procedure is up to date and understood by relevant staff and that it is carried out effectively and efficiently.
Understand and manage the telephone system, daytime and out of hours, and be able to respond to problems in the absence of the Patient Services Manager/Operations Manager.
With Patient Services Manager, liaise with remote notes management company ensuring timely delivery and collection of notes.
Staff Supervision & Support
Act as a role model and oversee the day to day workload of the reception team, supporting, motivating and promoting good staff relations.
Engage and motivate team members so that they understand and work to achieve objectives and feel that their role makes a positive contribution to the outstanding performance of the practice.
With support from the Patient Services Manager, implement allocation of duties in the reception team, adjusting to demand where needed.
Be prepared to train staff in various office applications, e.g. Systmone, Outlook, and Clarity Teamnet.
General
Be familiar with the practice computer systems, both clinical and office systems.
Develop an understanding of the practice IT system, and IT service desk.
Have an understanding of QOF and the impact of reception on that.
Have an understanding of CQC compliance for Reception.
Understand security and fire alarm systems and be able to respond to any problems in the absence of the Patient Services Manager/ Operations Manager and/or Practice Manager.
During the absence of the Patient Services Manager & Operations Manager take responsibility for any minor problems that may occur.
Ensure that patients are invited for LD health checks.
Communication
The post-holder 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 practice 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.
Please refer to the full job description and Person specification
