Job responsibilities
JOB DESCRIPTION FOR THE POST OF
Service Lead full time
REPORTS TO: Group Operational Manager / Quality & Finance Manager
BASE: Haling Park Medical Practice
Job Summary:
Day-to-day management of the non-clinical team frontline and admin staff, to ensure smooth running of the practice in this respect. Manage all patient services and administration, ensuring it remains effective and efficient and staff can multi-task working as one non-clinical team
Job Responsibilities:
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.
To ensure telephone and access targets are monitored and achieved
Management and approval of annual leave for the practice team in line with the practice leave policy and arrangement of cover where needed.
Management of on call rotas, room rotas, GP & staff rotas and carry out operational checks at least weekly for forward planning
Induction for all staff including students and learners
Supporting non clinical team with workload and cover where necessary
Support the Group Operational Manager with Health & Safety and Infection Control requirements
To ensure the following admin processes are managed and delivered to a high standard:
- Ensure patient services administration such as Patient deductions, incoming patient related correspondence, insurance reports, referral letters, and invoices are processed accurately and promptly.
Monitoring of performance and targets to meet deadlines
Administration of the Cytology Programme, immunisation programme, QOF programme are dealt with accurately and promptly in line with national priorities.
Support and Deal with complaints in accordance with Practice ComplaintsProcedure, referring to the Quality & Finance Manager as appropriate.
Any other duties the Practices may require
Patient services
To support the development and implementation of professional standards for the greeting and management of reception services to our patients with the practice senior leadership team.
Support and deal with complaints in accordance with Practices Complaints
procedure, referring to the Quality & Finance Manager as appropriate.
Ensure a smooth and efficient patient registration process is in place
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.
Management of reception staff
Induction and training of receptionists.
Organise duty rotas in relation to leave requests from the reception team.
Reviews 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
On-going development of skills and knowledge for the FOH team.
Ensure that prescription requests are processed accurately and efficiently and in a timely manner in accordance with practice policy.
Administration
Allocation of all admin duties to ensure delivery is timely and to a high standard including GP to GP records transfer processes, QOF birthday recall process, non NHS work, referrals, clinical letters, deductions
Administration of the Cytology Programme, working closely with the Senior Practice Nurse and admin team to ensure, in line with NHS guidelines, that:
Appropriate female patients are contacted in writing regarding their cervical smear appointments
Non-attenders are followed up in writing
Patients are provided with smear test results in a timely manner
Information is maintained on patients records
Cross matching data from the NHS with the Practices patients records, ensuring the NHSE/CCG are kept informed of actions, including use of the Open Exeter System
Ensure patients are contacted in writing regarding colposcopy referrals and ensure that they have been followed
Administration of the Immunisation Programme, ensure that:
Parents/guardians/patients are contacted in writing, at the appropriate intervals, to attend for immunisation.
Follow up in writing for non-attenders are carried out in line with the Practice policy
Information is maintained on patients records in a standardised way
Cross matching data from the ICB/NHSE Trust with the Practices patients records, ensuring the PCSE are kept informed of actions
Ensure all the Logging of all Child Health Surveillance forms on the electronic system and forward to Child Health.
Order and maintain office supplies for the practice team as appropriate and within budget
Management of administration staff
Provide induction training and ongoing staff reviews.
Arrange and deal with workload requirements.
Liaise with the Group Operational Manager concerning staffing and organisation of work
In conjunction with the Group Operational Manager, carry out annual appraisals
and contribute towards the preparation of personal development plans/objectives for frontline and admin staff.
- Ensure adequate staffing for frontline and admin services
- Participate in recruitment & selection of administration staff where required
