Job responsibilities
To manage the reception department, thereby assisting with the smooth
running of the practice.
To lead the Patient Adviser team, ensuring an efficient and professional
manner is maintained.
To provide a focal point of communication between patients, doctors and
other medical staff.
To act as a role model, demonstrating and promoting the standards
expected by the practice and creating the energy and enthusiasm for the
service.
To liaise with and assist the Assistant Practice Manager as and when
required.
Job Responsibilities
Supervisory & Management Tasks
Responsible for managing the Patient Adviser team, including rotas and
holiday planning.
Co-ordinate staff to ensure all tasks are completed on a daily basis to
include, but not limited to, Visits/ Appointment management, issuing of
Scripts, Mail Manager, CMS, Docman/GMED workflow.
Act as a role model to reception staff, supporting, motivating and
promoting good staff relations.
Ensure all Practice Protocols and Standard Operating Procedures are
understood and adhered to.
Ensure all staff are aware of the disciplinary and grievance procedure
and have an understanding of health & safety.
Ensure staff have development objectives and support them in achieving
these.
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Assess training needs within the reception area with a view to preparing
individual Personal Development Plans for reception staff.
Monitor staff attendance, sickness absence, annual leave and daily
rotas.
Undertake the return to work interviews, notifying management of any
anomalies.
Oversee, with the senior Patient advisers, team performance; be accountable
for disciplinary matters, speak to reception staff when appropriate, and notify
them of any action. Accurately document all incidents and outcomes, ensuring
that the Practice Manager is kept informed.
Assist with the appropriate recruitment and selection procedure for
Patient Adviser roles.
Arrange induction training of all new staff to agreed standards and
ongoing review, implement buddy system with senior patient Advisers.
Assist with and minimise potential problems that may lead to complaints.
Coordinate and facilitate staff meetings.
Co-ordinate I.T. system issues, contact with helpdesk etc.
Set up and continually assess and evaluate systems, recommending changes
and improvements to the practice manager as appropriate.
Ensure communication systems are running smoothly, doctors and reception
staff are kept fully informed of changes in procedures.
Appointment system Supervise the correct use of the computerised
appointment system.
Ensure all correspondence and tasks are dealt with if a HCP/GP is on
leave or absent
Order stationery as required to include prescription paper and GP10
pads, ensuring that these are logged upon delivery and GP10 pads logged out to
a GP.
Ensure that patient paper files are filed correctly and kept neat and
tidy.
Contribute to Patient engagement initiatives.
Work with the Assistant Practice manger in establishing and managing
direct booking clinics.
Co-ordinate room usage for Clinical and visiting staff
Registration procedure - ensure that procedure is kept up-to-date and
understood by reception staff and that it is carried out effectively and
efficiently.
Home Visits take overall responsibility for ensuring that home visit
requests are correctly managed.
Oversee and delegate daily tasks e.g. chasing missing test results and
notes, unusual queries, following through patient queries, registration
difficulties, saying No nicely, etc.
Provide hands on support to all reception staff and carry out any of the
duties of a BGP Receptionist as detailed below:
Reception Desk: greeting of patients, dealing with their enquiries in a
courteous and polite manner. Giving out previously prepared repeat
prescriptions, making appointments and booking patients in for surgeries and
clinics.
Be accountable for effective delivery of Patient facing services
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Telephone Duties: answering the telephone within a reasonable time,
dealing with requests and enquiries courteously and politely. Contacting
hospitals, Health Authorities and various other agencies for results, appointments,
booking, referrals and patient information.
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Making appointments: offering and arranging the appointments for
doctors, helping to arrange clinics for nurses and midwives.
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Information ensuring that messages are promptly passed to the relevant
person.
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Computer: to be able to call up patient details and make sure these
details are correct. Add administrative notes to the patient records as and
when required. Preparation of repeat prescriptions (if part of the prescription
team). Input of statistical data required by the Practice and retrieval of data
when required.
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Helping: the doctors in the execution of their duty of care.
Facilitating patient care, comfort and safety in the surgery. Be responsible
for allotted tasks and their completion. Ensuring that the waiting and
reception areas are kept tidy with regards to
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Health & Safety of patients and colleagues.
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General practice administration. The post holder may also be required to
carry out other duties commensurate with the grade
