Job responsibilities
JOB DESCRIPTION FOR THE POST OF
Frontline Supervisors 2 posts 25 hours each per week
REPORTS TO: Service Lead
BASE: Parchmore Medical Centre
Job Summary:
To ensure that visitors and clients are received in an excellent and professional manner and that all reception areas operate a high quality service at all times, ensuring the seamless delivery of Front of House services.
Work together with other Frontline Supervisor to cover the opening hours of the practice and provide cover when colleague is on leave
To continually review the operational plans ahead to ensure adequate cover and monitor appointment screens to ensure processes and bookings are running efficiently
Greet locums and provide induction
Oversee PCN Advanced Access Hub requirements in terms of rooms and frontline staff
Job Responsibilities:
Frontline duties
- To supervise the professional greeting of clients and visitors, to the highest standards.
- To manage appointments ensuring that the team are processing all enquiries accurately, whether in person or via the telephone
Ensure efficiency of appointment systems and monitor flow of patients into consulting
and treatment rooms.
Organise room allocations and changes.
Co-ordinate Clinician availability in conjunction with the Service Lead and Lead Nurse
Update appointments system for leave/duty changes, in accordance with the Service Lead/Lead Nurse
Patient services
To support the development and implementation of professional standards for the greeting and management of reception services to our customers, with the Senior Leadership Team.
Support and deal with complaints in accordance with the Practices Complaints
procedure, referring to the Service Lead and Quality & Finance Manager as appropriate.
Explain Practice arrangements and formal requirements to new patients, and ensure
their smooth and efficient registration.
Advise patients of relevant charges for private services, accept payment and
issue receipts.
Ensure that patients without appointments but who require urgent consultation
are seen in accordance with the Urgent Care protocol.
- Ensure that requests for home visits and urgent appointments are dealt with efficiently and in accordance with practice policy.
- Ensure that regular patient satisfaction surveys are undertaken and reported to improve the quality of service provided to our patients.
- Contribute to the regular production of the Practice newsletters and ensure that they are regularly accessible by the patients.
- Ensure that the other patient feedback is incorporated into Practices standards as far as possible to improve services in conjunction with Senior Leadership Team
- Attend staff meetings as the point of contact for reception as appropriate.
- Regularly contribute to the delivery of the above programmes by bringing new ideas to the workplace.
Supervision of reception staff
- Assist with recruitment, induction and training of frontline patient coordinators
- Organise duty rotas in relation to leave requests from the frontline patient coordinator team.
- Assist with appraisals and performance management of staff, including monthly meetings.
- Leading, monitoring, motivating and inspiring the team; providing guidance and support.
- Review of existing standards and procedures while implementing new best practices to ensure a seamless delivery of Front of House Services meeting telephone and access targets
- On-going development of skills and knowledge for the FOH team.
Work in conjunction with the Service Lead to ensure that all paperwork (incoming and outgoing) is processed efficiently and accurately.
Work with the Service Lead to ensure coordination and support as appropriate for practice recall programmes.
- Ensure that prescription requests are processed accurately and efficiently and in a timely manner in accordance with practice policy.
Information Technology
Have full understanding of patient appointment and registration system, including the telephony systems.
Have a working knowledge of all pertinent software and hardware, including Docman, Accurx, and EMIS web as required by the job role.
Deal with IT problems in the first instance relating to the frontline team or clinicians and liaise as appropriate with the Digital Lead and/or Service Lead.
Building
Ensure consulting rooms are stocked with appropriate secured paperwork prior to consulting sessions.
Deal with opening and closing of the building, ensuring all security/alarms
systems are in place, including all windows and doors, and lighting and IT systems are adequately secured.
Information
- Ensure that the Clinical and non-clinical staff as well as the senior leadership team are kept fully informed of changes in procedures, and issues arising from the front of house team in a timely way.
Act as a central source of information, for both patients and Practice staff with respect to
Front of house issues.
Confidentiality:
- While 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 Partnership 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 Partnership may only be divulged to authorised persons in accordance with the 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 Partnership 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:
The post-holder will strive to maintain quality within the Partnership, 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.
This job description is designed to reflect duties currently incorporated in this post. These may change in light of a change in the service provided by the Partnership, but any such change will be fully discussed with the post holder. This job description is subject to an annual review.
