Job summary
The post-holder is a Lead
Receptionist Manager.
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 Reception team, service 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.
Main duties of the job
Core responsibilities of
the Lead Receptionist in delivering health services below as necessary. There may be, on occasion,
a requirement to carry out other tasks.
a. Oversee the
administration & support operations of the practice, ensure staff achieve
their responsibilities
b. Line manage all
administrative staff, support staff development, provide guidance & direction, ensure staff training is complete
c. Support, create & maintain clinical rotas for all types of appointments & home visits.
e. Complete staff
appraisals
f. Compile administration
staff rotas
h. Review & update all
admin/ reception policies & procedures
i. Support management in compiling reports & practice development plan
j. Act as a focal point
for the practice, manage requests from external organisations (police, solicitors, DVLA etc.)
k. Coordinate provision of temporary administrative & reception staff, ensure absences are covered.Update the appointment
system to reflect absences
m. Provide initial
guidance & advice to patients who wish to verbally complain. Ensure the administration team are aware of the complaints procedure
n. Manage all deliveries
to the practice & adherence to the cold chain policy
o. Act as building fire
marshall.
q.
Ensuring that both Enhanced Service & QOF achievements are maximised
r.
Be
aware of duties regarding current legislation & adhere
to policies & procedures on Safeguarding
s. Undertake all mandatory
training & induction programmes
About us
We are a small and friendly GP practice located in Long Eaton, with excellent access to Nottingham or Derby or further afield, with junction 25 of the M1 being less than 2 miles away. We are seeking an enthusiastic and highly motivated GP to join our friendly and caring Practice as a Salaried GP.
We pride ourselves on being a well-established training practice providing general medical services for our practice list of 5800 patients. This is a rewarding and varied role for a GP who shares our ethos of providing patient centred care and is motivated to maintain and improve our high QOF achievement and contribute to the development of the organisational and business aspect of the Practice.
We are a fully computerised Practice, using TPP SystmOne and working towards becoming paper light. We have an integrated nursing team including a Nursing team, Health Care Assistant and an efficient and supportive administration team.
We are a fully computerised Practice, using TPP SystmOne and working towards becoming paper light. We have an integrated nursing team including a Nursing team, Health Care Assistant and an efficient and supportive administration team.
Job description
Job responsibilities
The following are the core responsibilities of
the Lead Receptionist 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:
a. Oversee the
administration and support operations of the practice, ensuring staff achieve
their primary responsibilities
b. Line manage all
administrative staff, supporting staff development, providing guidance and
direction, ensuring staff are up to date with mandatory training
c. Support, create and
maintain clinical rotas for all types of appointments
d. Support in the
coordination of the home visits rota
e. Complete staff
appraisals as required
f. Identify and deliver
team training where required
g. Compile administration
staff rotas
h. Review and update all
administrative and reception policies and procedures as required
i. Support the management
team in the compilation of practice reports and the practice development plan
j. Develop, implement and
embed efficient office processes and procedures to adhere to extant legislation
k. Act as a focal point
for the practice, managing requests from external organisations such as the
local police, solicitors, DVLA and other agencies
l. Coordinate the
provision of temporary administrative and reception staff, ensuring sufficient
cover is provided for periods of leave and other staff absences
m. Update the appointment
system to reflect leave and other approved absences
n. 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
o. Manage all deliveries
to the practice, ensuring adherence to the cold chain policy as necessary
p. Act as building fire
marshal, ensuring evacuation lists are current and that the visitors log is
used appropriately
q.
Be
instrumental in ensuring that both Enhanced Service and QOF achievements have
been maximised
r.
Be
an integral part of the general practice team
s.
Be
aware of duties and responsibilities regarding current legislation and adhere
to practice policies and procedures on Safeguarding Adults and Safeguarding
Children
t.
Support
in the delivery of enhanced services and other service requirements
u. Undertake all mandatory
training and induction programmes
v.
Contribute
to and embrace the spectrum of clinical governance
w. Maintain a clean, tidy,
effective working area at all times
x.
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, there are wider responsibilities as follows:
a. Deputise for the Practice Manager in their absence
b.
Coordinate
and produce meeting agendas and record the minutes of meetings
c.
Support
the Practice Manager in the maintenance of the practice website and social
media accounts
d.
Monitor
and promote the use of the Friends and Family Test
e.
Champion
continuous improvement, encouraging staff to participate and make suggestions
for CI initiatives
f.
Coordinate
and act as secretary for the Patient Participation Group meetings
g.
Participate
in any audits as directed
h. Attend and actively
participate in practice management meetings
i. Attend any external
meetings pertinent to this role
j.
Support
and participate in shared learning
Job description
Job responsibilities
The following are the core responsibilities of
the Lead Receptionist 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:
a. Oversee the
administration and support operations of the practice, ensuring staff achieve
their primary responsibilities
b. Line manage all
administrative staff, supporting staff development, providing guidance and
direction, ensuring staff are up to date with mandatory training
c. Support, create and
maintain clinical rotas for all types of appointments
d. Support in the
coordination of the home visits rota
e. Complete staff
appraisals as required
f. Identify and deliver
team training where required
g. Compile administration
staff rotas
h. Review and update all
administrative and reception policies and procedures as required
i. Support the management
team in the compilation of practice reports and the practice development plan
j. Develop, implement and
embed efficient office processes and procedures to adhere to extant legislation
k. Act as a focal point
for the practice, managing requests from external organisations such as the
local police, solicitors, DVLA and other agencies
l. Coordinate the
provision of temporary administrative and reception staff, ensuring sufficient
cover is provided for periods of leave and other staff absences
m. Update the appointment
system to reflect leave and other approved absences
n. 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
o. Manage all deliveries
to the practice, ensuring adherence to the cold chain policy as necessary
p. Act as building fire
marshal, ensuring evacuation lists are current and that the visitors log is
used appropriately
q.
Be
instrumental in ensuring that both Enhanced Service and QOF achievements have
been maximised
r.
Be
an integral part of the general practice team
s.
Be
aware of duties and responsibilities regarding current legislation and adhere
to practice policies and procedures on Safeguarding Adults and Safeguarding
Children
t.
Support
in the delivery of enhanced services and other service requirements
u. Undertake all mandatory
training and induction programmes
v.
Contribute
to and embrace the spectrum of clinical governance
w. Maintain a clean, tidy,
effective working area at all times
x.
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, there are wider responsibilities as follows:
a. Deputise for the Practice Manager in their absence
b.
Coordinate
and produce meeting agendas and record the minutes of meetings
c.
Support
the Practice Manager in the maintenance of the practice website and social
media accounts
d.
Monitor
and promote the use of the Friends and Family Test
e.
Champion
continuous improvement, encouraging staff to participate and make suggestions
for CI initiatives
f.
Coordinate
and act as secretary for the Patient Participation Group meetings
g.
Participate
in any audits as directed
h. Attend and actively
participate in practice management meetings
i. Attend any external
meetings pertinent to this role
j.
Support
and participate in shared learning
Person Specification
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
- Experience of leading/managing a team
- Experience of working in a healthcare setting
- Experience of successfully developing and implementing projects
- Experience of providing appraisal writing and staff development
Desirable
- Experience of health and safety requirements and needs within a small business
- Experience of chairing meetings, and producing agendas and minutes
Qualifications
Essential
- A good standard of education, with an expectation of having both GCSE Maths and English at Grade C or above, or Functional Skills Level 2 in Maths and English
Desirable
- AMSPAR qualification (L3 in Medical Administration)
- NVQ Level 2 in Health and Social Care
- Leadership and/or management qualification
Knowledge & Skills
Essential
- Excellent communication skills (written and oral)
- Competent in the use of MS Office and Outlook
- Problem solver with the ability to process information accurately and effectively, interpreting data as required
- Ability to use own initiative, discretion, and sensitivity
- Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity
- Ability to work as a team member and autonomously
- Sensitive and empathetic in distressing situations
- Experience of performance management, including appraisal writing, staff development and disciplinary procedures
- Ability to exploit and negotiate opportunities to enhance service delivery
- Strategic thinker with a solutions-focused approach
- Effective time management (planning and organising)
- Good organisational skills
- Ability to effectively utilise resources
- Punctual and committed to supporting the team effort
- High levels of integrity and loyalty
- Ability to network and build relationships
- Flexible, cooperative and motivated
- Confident, assertive and resilient
- Ability to drive and deliver change effectively
- Ability to use initiative and judgement
- Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions
- Understanding of safeguarding adults and children
- Proven problem-solving and analytical skills
- Demonstrate personal accountability, emotional resilience and the ability to work well under pressure
- Ability to work to key policies and procedures
- Disclosure Barring Service (DBS) check
- Occupational Health clearance
Person Specification
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
- Experience of leading/managing a team
- Experience of working in a healthcare setting
- Experience of successfully developing and implementing projects
- Experience of providing appraisal writing and staff development
Desirable
- Experience of health and safety requirements and needs within a small business
- Experience of chairing meetings, and producing agendas and minutes
Qualifications
Essential
- A good standard of education, with an expectation of having both GCSE Maths and English at Grade C or above, or Functional Skills Level 2 in Maths and English
Desirable
- AMSPAR qualification (L3 in Medical Administration)
- NVQ Level 2 in Health and Social Care
- Leadership and/or management qualification
Knowledge & Skills
Essential
- Excellent communication skills (written and oral)
- Competent in the use of MS Office and Outlook
- Problem solver with the ability to process information accurately and effectively, interpreting data as required
- Ability to use own initiative, discretion, and sensitivity
- Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity
- Ability to work as a team member and autonomously
- Sensitive and empathetic in distressing situations
- Experience of performance management, including appraisal writing, staff development and disciplinary procedures
- Ability to exploit and negotiate opportunities to enhance service delivery
- Strategic thinker with a solutions-focused approach
- Effective time management (planning and organising)
- Good organisational skills
- Ability to effectively utilise resources
- Punctual and committed to supporting the team effort
- High levels of integrity and loyalty
- Ability to network and build relationships
- Flexible, cooperative and motivated
- Confident, assertive and resilient
- Ability to drive and deliver change effectively
- Ability to use initiative and judgement
- Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions
- Understanding of safeguarding adults and children
- Proven problem-solving and analytical skills
- Demonstrate personal accountability, emotional resilience and the ability to work well under pressure
- Ability to work to key policies and procedures
- Disclosure Barring Service (DBS) check
- Occupational Health clearance
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.