Job responsibilities
This is a 37.5 hour a week full time role (Mon - Fri)
Job
purpose/summary:
Manage and
support reception staff and ensure the smooth running of the reception team
Take part
in the training and development of reception staff
Take
responsibility for all aspects of front-end office management under the
direction of the Practice Management
Work with Management
team as an integral part in the operational development of the Practice.
Assist
with the support of and implementation of policies and procedures and ensure
the practice is up to date with current regulatory bodies and NHS
requirements.
Ensure teams are working
towards all target areas for QOF, PCF, IIF and CQC as well as monitoring
visits from CQC, IP and Contracting.
Ensure
delivery of high quality care to patients, actively identifying and providing
evidence for CQC Tracker for the Practice.
Main Duties &
Responsibilities
The post holder will:
Oversee day to day
operations of the reception workforce, reinforcing training and efficiencies.
Supervise the day to day
operations of Online Triage, monitor and manage incoming patient requests via
Accurx Patient Triage.
Collaborate with other Supervisors to produce efficient audits of
Online Triage data for analysis.
Ensure
timely resolution of requests, including remote advice, appointment booking,
or signposting.
Review rota/workforce
ratio to ensure workflows are able to be carried out.
Organise and oversee
clinical rotas, planning for absences including arranging locum cover when
required.
Carry out audits on staff
and other statistics required.
Support in providing
on-going training, appraisals and reviews.
Confirm staff training
completion for non-clinical staff in line with practice needs.
Manage Clarity Teamnet
annual leave sign off and sick leave/return to work/following absence policy.
Arrange Practice
meetings, agendas and minute when required.
Maintain morale
communication and workforce efficiency levels.
To ensure
appraisals are undertaken in a timely manner for practice personnel, direct
reports and other team members across the practice and ensure mandatory
training is completed
Support and mentor staff, both as individuals and as team
members
Work as
part of a team with the operational arm of the organisation and other teams
to collectively achieve objectives set by the leadership team
Completing or overseeing
monthly Health & Safety inspections of the premise and follow the
reporting pathways, liaising with the Quality Assurance Manager when
necessary.
Knowledge, Skills and Experience Required
Previous General practice Experience
Experience of dealing with the
public/patients
Experience of working effectively in
a busy environment
Excellent communication skills &
attention to detail
Excellent keyboard and communication
skills
Ability to assist the organisation
of reception team and prioritise workflow.
What we can offer you
1.
We offer a competitive salary
2.
A tailored comprehensive induction
programme and we provide a supportive working environment with an appropriate
on call clinician for support and advice.
3.
We also offer highest possible
governance support, an excellent working environment
4. NHS Pension, maternity, sick benefits
5. 5 weeks Annual Leave + 8 Public holidays
6. We use Clarity TeamNet to record leave,
sickness, appraisals and training.
7. Exciting opportunities for further
progression and professional development along with flexible hours
Workload Support
Support from highly efficient and organised clinical,
operational and HR teams which includes:
GPs, Practice Nurses, ANPs, Heath Care Assistants, First
Contact Practitioners, MSK Specialists, Health Coaches, Clinical Pharmacists,
Dedicated Back Office Team, Dedicated HR Team, IT team to support all
clinicians and a diverse clinical team means that you will see most relevant
patients and benefit from reduced levels of paperwork.
Personal Development
Participate
in individual performance reviews 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.
Participate
in all mandatory training and/or education related to ensuring service
quality and compliance with the Care Quality Commission (CQC) standards.
Role Specific Competencies
Able to manage or supervise a team
effectively.
An understanding & adherence to
the need for confidentiality.
Ability to use own judgement,
initiative, resourcefulness and common sense.
Ability to work without direct
supervision and determine own workload priorities.
Ability to work as part of an
integrated multi-skilled team.
Pleasant and articulate
Able to work in a changing
environment.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act
(Exceptions Order) 1975 and as such it will be necessary for a submission for
Disclosure to be made to the Disclosure and Barring Service (formerly known
as CRB) to check for any previous criminal convictions.
Other
Information:
Confidentiality:
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
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 carers, 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
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.
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, to include:
Using personal security systems
within the workplace according to practice guidelines
Identifying the risks involved in
work activities and undertaking such activities in a way that manages those
risks
Making effective use of training to
update knowledge and skills
Using appropriate infection control procedures, maintaining work
areas in a tidy and safe way and free from hazards
Reporting potential risks identified.
Equality and Diversity:
The post-holder will support the
equality, diversity and rights of patients, carers and colleagues, to
include:
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
Respecting the privacy, dignity, needs and beliefs of patients,
carers and colleagues
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:
Participation in an annual individual performance review,
including taking responsibility for maintaining a record of own personal
and/or professional development
To always act within the NMC Code of Conduct and Scope of
Professional Practice
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:
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:
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.
