Job responsibilities
To be responsible for the efficient management
and direction of the administration team, ensuring all administrative duties
are performed effectively and to the required standard, meeting the objectives
of the practice.
To support
the management team in promoting ED&I, SHEF, quality and continuous
improvement, confidentiality, collaborative working, service delivery, and
learning and development, and ensure the organisation complies with CQC
regulations.
To
provide support towards the maximisation of both enhanced services and QOF
achievements, reporting to the Partners and Practice Manager.
The post-holder will be an integral
part of the general practice team.
Induction
We
will provide a full induction programme, and management will support you
throughout the process.
Learning
and development
The
effective use of training and development is fundamental in ensuring that all
staff are equipped with the appropriate skills, knowledge, attitude and
competences to perform their role. All staff will be required to partake in,
and complete mandatory training as directed. It is an expectation for this
post-holder to assess their own learning needs and undertake learning as
appropriate.
The
post-holder will undertake mentorship for team members and disseminate learning
and information gained to other team members to share good practice and inform
others about current and future developments (e.g., courses and conferences).
The post-holder will provide an educational role to patients, carers, families
and colleagues in an environment that facilitates learning.
Collaborative
working
All
staff are to recognise the significance of collaborative working and understand
their own role and scope and identify how this may develop over time. Staff are
to prioritise their own workload and ensure effective time-management
strategies are embedded within the culture of the team.
Teamwork
is essential in multidisciplinary environments, and the post-holder is to work
as an effective and responsible team member, supporting others and exploring
the mechanisms to develop new ways of working and to work effectively with
others to clearly define values, direction and policies impacting upon care
delivery.
Effective
communication is essential, and all staff must ensure they communicate in a
manner which enables the sharing of information in an appropriate manner.
All
staff should delegate clearly and appropriately, adopting the principles of
safe practice and assessment of competence. Plans and outcomes by which to
measure success should be agreed.
Managing
information
All
staff should use technology and appropriate software as an aid to management in
the planning, implementation and monitoring of care and presenting and
communicating information.
Data
should be reviewed and processed using accurate SNOMED codes to ensure easy and
accurate information retrieval for monitoring and audit processes.
Service
delivery
Staff
will be given detailed information during the induction process regarding
policy and procedure.
The
post-holder must adhere to the information contained within the organisations
policies and regional directives, ensuring protocols are adhered to at all
times.
Security
The
security of the organisation is the responsibility of all personnel. The
post-holder must ensure they always remain vigilant and report any suspicious
activity immediately to their line manager.
Under
no circumstances are staff to share the codes for the door locks with anyone
and are to ensure that restricted areas remain effectively secured. Likewise,
password controls are to be maintained and are not to be shared.
Professional
conduct, uniforms and appearance
All
staff are required to dress appropriately for their role and in accordance with
the organisations Uniforms, Dress and Appearance Policy. All staff members are
to ensure that their conduct is commensurate with line management expectations
and practice protocol.
Leave
All
personnel are entitled to take leave. Line managers are to ensure all their
staff are afforded the opportunity to take a minimum of 5.6 weeks leave each
year and should be encouraged to take all their leave entitlement.
Public
holidays are in addition to the annual leave entitlement.
The following are the core responsibilities of the
Reception Manager in delivering health services. There may be, on occasion, a
requirement to carry out other tasks. This will be dependent upon factors such
as workload and staffing levels:
Oversee
the administration and support operations of the practice, ensuring staff
achieve their primary responsibilities
Line
manage all administrative staff, supporting staff development, providing
guidance and direction, ensuring staff are up to date with mandatory training
Support,
create and maintain clinical rotas for all types of appointments
Support
in the coordination of the home visits rota
Have
a thorough understanding of the IT systems used by the practice to ensure
compliance and enhanced service delivery these include Agilio TeamNet, Apex,
PCSE, and CQRS.
Complete
staff appraisals as required
Identify
and deliver team training where required
Compile
administration staff rotas
Review
and update all administrative and reception policies and procedures as required
Support
the management team in the compilation of practice reports and the practice
development plan
Develop,
implement and embed efficient office processes and procedures to adhere to
legislation, audit processes routinely to measure adherence.
Act
as a focal point for the practice, managing requests from external
organisations such as the local police, solicitors, DVLA and other agencies
Coordinate
the provision of temporary administrative and reception staff, ensuring
sufficient cover is provided for periods of leave and other staff absences
Update
the appointment system to reflect leave and other approved absences
Provide
initial guidance and advice to patients who wish to verbally complain, and
ensure that the administration team is fully conversant with the complaints
procedure
Respond
to written complaints to acknowledge receipt and log these on AgilioTeamNet.
Manage
all deliveries to the practice, ensuring adherence to the cold chain policy as
necessary
Act
as building fire marshal, ensuring evacuation lists are current and that the
visitors log is used appropriately
Be
instrumental in ensuring that both Enhanced Service and QOF achievements have
been maximised
Be
an integral part of the general practice team
Be
aware of duties and responsibilities regarding current legislation and adhere
to practice policies and procedures on Safeguarding Adults and Safeguarding
Children
Support
in the delivery of enhanced services and other service requirements
Undertake
all mandatory training and induction programmes
Contribute to and
embrace the spectrum of clinical governance
- Maintain
a clean, tidy, effective working area at all times
- Attend a formal
appraisal with their manager at least every 12 months. Once a
performance/training objective has been set, progress will be reviewed on a
regular basis so that new objectives can be agreed
In addition to the primary responsibilities,
the Reception Manager has the following wider responsibilities:
Deputise
for the Practice Manager in their
absence
Complete
and submit the monthly practice PPA claim
Lead
and embed a new Patient Participation Group. Arranging monthly meetings,
acting as secretary to the group.
Coordinate and produce
meeting agendas and record the minutes of meetings. Meetings
are to be planned on Microsoft Teams and annotated onto Practice ledger.
Meetings are to be minutes (using AI if chosen) and minutes uploaded to Agilio
TeamNet
Support
the Practice Manager in the maintenance of the practice website and social
media accounts
Monitor
and promote the use of the Friends and Family Test
Champion
continuous improvement, encouraging staff to participate and make suggestions
for CI initiatives
Participate
in any audits as directed
Attend and actively participate in practice management meetings
Attend any external meetings pertinent to this role
Support and participate in shared learning