Job responsibilities
Job Title: Reception Manager
Grade:Salary dependent upon experience, up to a maximum of £16/hour
Location:Doctors Lane Surgery, Aldbrough St John, Richmond, DL11 7TH
Reports to:Practice Manager
Accountable to:Practice Manager and GP Partners
Key Relationships:
Internal: General Practitioners,Practice Manager,All other members of the Practice Team.
External:Patients,District Nurses,Community Teams,Secondary Care Colleagues,Social Serivces, Richmondshire Primary Care Network, OtherPartnership Agencies.
Job Summary
The post holder is responsible for the day to day supervision and management of all reception staff and associated functions. This includes supporting the smooth running of the administration side of the Practice, working alongside the Medical Secretary, Care Coordinator, GP Assistant and the Practice Manager.
Principal Duties and areas of Responsibility
- Induction and training of all new staff.
- Ensure adequate staffing levels at all times, including arranging sickness cover when necessary, and management of staff rotas.
- Making, amending and cancelling appointments on behalf of patients.
- Answering the telephone and covering front desk.
- To be the first point of contact for the reception team with any queries or concerns.
- Act as a role model to the reception team, supporting, motivating and promoting staff relations.
- Care Navigation - helping to signpost patients to get to the right service the first time they contact us, making use of the varied health professional roles.
- Continually assess and evaluate systems recommending changes and improvements to the Practice Manager as appropriate.
- Deal with general telephone enquiries from patients and general public.
- Sorting the post (both internal and external both paper and email).
- Faxing and photocopying documents as requested/ necessary.
- Registering new patients within SystmOne.
- Scanning documents onto SystmOne
- Ensuring visitors sign in using the Visitors Book
- Ensuring weekly testing of the fire alarm and ad-hoc fire evacuation tests take place.
- Holiday cover for administrative colleagues when they are on annual leave.
Other Responsibilities within the Organisation
- Awareness of and compliance with all relevant Practice policies/guidelines, e.g. prescribing, confidentiality, data protection, health and safety.
- A commitment to life-long learning and audit to ensure evidence-based best practice
- Contributing to evaluation/audit and clinical standard setting within the organisation
- Contributing to the development of computer-based patient records
- Attending training and events organised by the Practice or other agencies, where appropriate.
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
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-judgemental and respects their circumstances, feeling priorities and rights.
Personal / Professional Development
In addition to maintaining continued education through attendance at any courses and/or study days necessary to ensure that professional development requirements for PREP are met, 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.
- 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.
Contribution to the Implementation of Services:
The post-holder will:
- 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.