Job responsibilities
Job Summary
The role is primarily line managing the practice reception and
administration team, carrying out day to day activities.
The post holder will work closely with (and under the direction of) the
Practice Manager to
provide the continual improvement of standards across a wide range of clinical
and administrative activity, as well as providing an element of cover or source
of advice in the event of their absence.
The successful candidate must be able to work on their own initiative
and have management experience, along with strong IT skills. You must be
organised, confident and flexible and have a friendly and approachable manner and can work
under pressure.
Previous primary care experience is essential however, necessary
training will be provided.
The post holder will:
Be an experienced manager and leader of staff,
providing leadership to the reception and administration team.
Have excellent service, leadership,
communication and project management skills.
Be suitably proficient with IT systems and
software applications, preferably in a clinical setting (although training
will be provided for the suitable candidate).
Exhibit safe, professional decision-making
and high level of care for patients within the Practice.
Work collaboratively with the wider Practice
team to meet the needs of our diverse range of patients.
Support the delivery of required policy and
procedures.
Be flexible with working hours in the event
of staff annual leave or sickness.
In order to work at this level full enhanced DBS clearance must be met.
Key Responsibilities
The following are the core responsibilities of the Reception Manager.
There may be on occasion, a requirement to carry out other tasks; this will be
dependent upon factors such as workload and staffing levels:
To provide day-to-day support,
leadership, first line management and guidance for the practice reception and
administration team, ensuring an efficient and professional manner is
maintained and to provide cover to the reception team when needed.
Ensure all reception and administration
duties are completed to the highest standard.
Reception staff annual leave, absence and
rotas.
To provide communications between
patients, doctors and other staff.
Support the Practice Manager in the
recruitment and induction of all new reception and administration staff.
Support the Practice Manager in the
running of elements and/or services within the practice e.g. compliance with
CQC, Health and Safety audits etc.
Support the practice manager in the
reviewing and updating of practice policies and procedures.
Work with the Practice Manager and other
members of the practice to identify areas for improvement and assist in change
management where appropriate.
Ensure the promotion, monitoring and
documentation of performance and quality outcomes targets within the practice
(including QOF), and using IT systems and software.
To undertake specific assigned tasks,
project support, or development work which may arise during changes to
the NHS.
To introduce new policies and procedures
in line with current regulations
Manage and deal with day to day needs,
difficulties and requirements of the partners and other clinical staff.
Manage any staffing issues, disagreements
and implement 1st level disciplinary procedures with reception
staff.
To work closely with reception and
clinical staff to ensure adequate cover and the smooth running of the practice,
reporting any problems encountered to the relevant person.
To be a point of contact for staff and
patient queries and concerns.
Stationary stock control
The greeting of patients, dealing with their
enquiries in a courteous and polite manner.
Deputise for secretary
team in the event of annual leave or sickness.
Dealing with patient complaints relating to
front desk/reception services.
Making appointments and booking patients in for
surgeries and clinics.
Answering the telephone within a reasonable
time, dealing with requests and enquiries courteously and politely.
Contacting hospitals and various other agencies
for results, appointments, booking, referrals and patient information.
Making appointments: offering and arranging the
appointments for doctors, helping to arrange clinics.
Responding to and resolving all local IT issues
where appropriate liaising with NHIS the CCG IT support/or others to
resolve hardware and software issues.
Setting up new members of staff in the clinical
and other IT systems.
Ensure the effective use of clinical systems, IT
programmes and other systems used throughout the practice.
Providing support and ensure training for
current and new staff is carried out.
Support Care Coordinators in developing and
maintaining effective call and recall systems for patient services and
reviews.
Training of staff on practice IT systems as
necessary.
To promote Equality and Diversity and
Health and Safety in themselves.
TRAINING AND DEVELOPMENT
Taking
responsibility for own development with relevant evidence-based knowledge
and competence in all aspects of the role to meet clinical governance
guidelines for Continuing Professional Development (CPD) and a Personal
Development Plan (PDP).
Stay
up to date through attendance at any courses and/or study days necessary
to ensure that professional development requirements are met,
demonstrating skills and activities to others who are undertaking similar
work.
Subject to a
performance review, including taking responsibility for maintaining a
record of own personal and/or professional development.
Work
closely with other clinical staff and administrative managers in the
setting up and/or improving of practice systems for monitoring/measuring
performance against Clinical Governance and Quality Indicator targets
Work
to deliver the NHS contract requirements related to the practice
(including the terms of the Quality and Outcomes Framework and locally
enhanced services
GOVERNANCE
Take
part in the maintenance of quality governance systems and processes across
the Practice and its activities.
Utilise
the audit cycle as a means of evaluating the quality of the work of self
and the team, implementing improvements where required.
Work
with other teams on improving the quality of service and patient care, in
response to local and national policies and initiatives as appropriate
Support
and participate in shared learning across the practice and wider
organisation
Manage,
review and identify learning from complaints, incidents and near-miss
events relating to the practice, team and self.
Awareness
of statutory safeguarding, notification processes and local guidance for
children/vulnerable patients, applying relevant policies and legislation
to protect them
Ensure
compliance with policies, procedures and guidelines for self and others,
by acting or alerting senior management team if the practice appears to
contravene policy, or if there are concerns over any aspect of patient
care.
CONFIDENTIALITY
Maintain
confidentiality of information, acting within the terms of the Data
Protection Act and Caldicott guidance on patient confidentiality at all
times.
Maintain an
awareness of the Freedom of Information Act.
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 manage their own and others health & safety and
infection control as defined in the Practices Health & Safety Policy,
the Practice Health & Safety Manual, and the Practices Infection
Control Policy and published procedures.
Comply with
Practice health and safety policies by following agreed safe working
procedures
Actively
reporting of health and safety hazards and infection hazards immediately
when recognised
Keeping work and
general areas clean and tidy, and using appropriate infection control
procedures to keep work areas hygienic and safe from contamination.
Undertaking
periodic infection control training (minimum annually)
Awareness and
compliance with national standards of infection control, hygiene,
regulatory / contractual / professional requirements, and good practice
guidelines.
Correct personal
use of Personal Protective Equipment (PPE) and ensuring correct use of PPE
by others, advising on appropriate circumstances for use by clinicians,
staff and patients.
Reporting
incidents using the organisations Incident Reporting System
Using personal security systems within the
workplace according to Practice guidelines
Making effective use of training to update
knowledge and skills
EQUALITY AND DIVERSITY
The post-holder will support,
promote and maintain the Practices Equality & Diversity Policy.
No person whether they are
staff, patient or visitor should receive less favourable treatment because of
their gender, ethnic origin, age, disability, sexual orientation, religion etc.
The jobholder must comply with
all policies and procedures designed to ensure equality of employment and that
services are delivered in ways that meet the individual needs of patients and
their families.
OTHER DELEGATED DUTIES
This job description is not intended to be exhaustive - it may be
changed after consultation with the post holder. The employee shares with the
employer the responsibility for review and modification of duties.