Job summary
Sunray Surgery is a progressive, and friendly training practice with a patient list size in excess of 5,000 patients. Sunray is based in Tolworth, which is well served by local transport links and amenities on the nearby high street.
The surgery was acquired by Kingston GP Chambers (GP federation of Kingston) in April 2023 and have ambitious plans of increasing the patient list size following regeneration of the surrounding area.
The practice has achieved a rating of good by the Care Quality Commission (CQC) and sits within the Chessington and Surbiton Primary Care Network.
The surgery are looking for a talented Reception Team Leader to lead by example and provide day to day oversight to the reception team.
The post-holder is expected to have knowledge within general practice, and be adept at resolving issues, leading a team and providing coaching and mentoring opportunities.
The successful applicant will work closely with the Practice Service Manager to ensure a helpful and comprehensive service is provided to all patients of the surgery.
Main duties of the job
Staff line management
- Provide expertise and guidance in all key areas of performance for the reception/admin team
- Ensure reception staff carry out agreed administrative duties
- Collate and maintain an effective rota for the reception/admin team; ensuring that there is adequate cover for the reception desk, ensuring minimum disruption across busy periods, breaks and staff absence.
- Support the reception team in ensuring that targets in relation to call pick up, waiting and drop rates are met and maintained.
- Assist Receptionists in dealing with and managing minor complaints or concerns raised by patients at point of contact.
- In collaboration with the Practice Service Manager delegate administrative workload related to Patient Services, appropriately and fairly to colleagues to ensure the smooth running of practice operations.
- Provide support to the Practice Service Manager with the recruitment of new practice staff
- Deliver and ensure a comprehensive induction and training of new starters in conjunction with the Practice Service Manager
Administration
- Provide reception cover where necessary
- Process repeat prescription requests
- Collect data for new patient health checks to include measuring height, weight and blood pressure
- Carry out system searches as requested
About us
Kingston GP Chambers is a Federation of all NHS General Practices within the Royal Borough of Kingston upon Thames. It was founded in 2008 as a limited company whose shareholders are all 20 GP Practices within Kingston. The company is led by a Board of Directors who are also GP Partners in their own Practices within Kingston.
Kingston GP Chambers has worked collaboratively with both secondary care and the private sector. At present we provide community clinics for Dermatology, Urology, Neurology, Dementia and Diabetes.
In addition, Kingston GP Chambers are at the forefront of improving patient access to primary care.
We deliver a comprehensive extended hours service offering GP appointments across three hubs in the evenings Monday to Friday, over the weekend and on Bank Holidays.
Kingston GP Chambers has the ability to respond rapidly, and we have continued to demonstrate the capability to provide high-quality, innovative and timely solutions to improving patient care and experience.
We work closely alongside the other GP Federations in Southwest London to continue the government's five-year forward plan and deliver patient services in the community.
We aim to continue to grow as we are increasingly recognised as the provider of choice for extended, enhanced and urgent GP services.
We also expect an increasing role as we support, reinforce and develop the position of general practice as the core building block for an increasing range of jointly-provided services.
Job description
Job responsibilities
Staff line management
- Provide expertise and guidance in all key areas of performance for the reception/admin team
- Ensure reception staff carry out agreed administrative duties
- Collate and maintain an effective rota for the reception/admin team; ensuring that there is adequate cover for the reception desk, ensuring minimum disruption across busy periods, breaks and staff absence.
- Support the reception team in ensuring that targets in relation to call pick up, waiting and drop rates are met and maintained.
- Assist Receptionists in dealing with and managing minor complaints or concerns raised by patients at point of contact.
- In collaboration with the Practice Service Manager delegate administrative workload related to Patient Services, appropriately and fairly to colleagues to ensure the smooth running of practice operations.
- Provide support to the Practice Service Manager with the recruitment of new practice staff
- Deliver and ensure a comprehensive induction and training of new starters in conjunction with the Practice Service Manager.
- Monitor performance of the team through the annual appraisal process and probationary review.
Clinic management
- Oversee the appointment system, ensuring all slots are filled appropriately.
- Ensure all clinical sessions are accurate and up to date on both the EMIS system and Doctor/Nurse/HCA session rota in conjunction with the Practice Service Manager
- Monitor the telephone assessment system, regular completing regular telephone audits
- Provide reception duties including: working as part of the administration team; receiving patients; booking appointments; extracting and filing patients records; filing results and letters in patients records.
- Prepare reception staff rota a month in advance and to keep it updated on adaily basis.
Patient experience
- Work closely with the Management team on planning and overseeing clinical sessions effectively.
- Support patient satisfaction analysis (e.g. Friends & Family Test).
- Organise and book QOF recalls as per clinicians instructions
- Ensure that reception and clinical rooms are clean, tidy, safe and well stocked.
- Manage and coordinate the private medical reports
- Ensure maintenance of computer and telephone systems escalating any technical issues
- Collate daily/weekly DNA and Extra patient appointments for audits.
- Participate in and delegate read coding in liaison with the Lead Clinician
Administration
- Provide reception cover where necessary
- Process repeat prescription requests
- Collect data for new patient health checks to include measuring height, weight and blood pressure
- Carry out system searches as requested
Communications and working relationships
Internal:
- Practice Service Manager
- Practice staff including administration and clinical teams
- GP Clinical Lead
- COO (Operations)
- Senior CQC Compliance Specialist
- Kingston Education Centre Manager
- Clinical Services Manager
- Digital and Transformation Project Manager
- Recruitment and Retention Manager
- Wider KGPC team
External:
- Kingston GP Practice Managers and PCN Managers
- External contractors
- Locum recruitment agencies
General Duties
- To undertake any other reasonable duty, which is appropriate to the band when requested by senior staff.
- To be familiar with and comply with all the Companys policies, procedures, protocols and guidelines.
- To demonstrate an understanding and commitment to the Companie values.
Information Technology
- Have a working knowledge of all software and hardware relevant to the clinical system,
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, Company staff and other healthcare workers. They may also have access to information relating to the company 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 company may only be divulged to authorised persons in accordance with the company policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Company Health & Safety Policy, to include:
- Using personal security systems within the workplace according to company guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Reporting potential risks identified.
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 company 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-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development:
The post-holder will participate in any training programme implemented by the organisation 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.
- Developing their own portfolio of expertise and knowledge in line with the philosophy of the Education Centre.
Quality:
The post-holder will strive to maintain quality within the organisation, 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.
Communication:
The post-holder should recognise the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognise peoples needs for alternative methods of communication and respond accordingly.
Job description
Job responsibilities
Staff line management
- Provide expertise and guidance in all key areas of performance for the reception/admin team
- Ensure reception staff carry out agreed administrative duties
- Collate and maintain an effective rota for the reception/admin team; ensuring that there is adequate cover for the reception desk, ensuring minimum disruption across busy periods, breaks and staff absence.
- Support the reception team in ensuring that targets in relation to call pick up, waiting and drop rates are met and maintained.
- Assist Receptionists in dealing with and managing minor complaints or concerns raised by patients at point of contact.
- In collaboration with the Practice Service Manager delegate administrative workload related to Patient Services, appropriately and fairly to colleagues to ensure the smooth running of practice operations.
- Provide support to the Practice Service Manager with the recruitment of new practice staff
- Deliver and ensure a comprehensive induction and training of new starters in conjunction with the Practice Service Manager.
- Monitor performance of the team through the annual appraisal process and probationary review.
Clinic management
- Oversee the appointment system, ensuring all slots are filled appropriately.
- Ensure all clinical sessions are accurate and up to date on both the EMIS system and Doctor/Nurse/HCA session rota in conjunction with the Practice Service Manager
- Monitor the telephone assessment system, regular completing regular telephone audits
- Provide reception duties including: working as part of the administration team; receiving patients; booking appointments; extracting and filing patients records; filing results and letters in patients records.
- Prepare reception staff rota a month in advance and to keep it updated on adaily basis.
Patient experience
- Work closely with the Management team on planning and overseeing clinical sessions effectively.
- Support patient satisfaction analysis (e.g. Friends & Family Test).
- Organise and book QOF recalls as per clinicians instructions
- Ensure that reception and clinical rooms are clean, tidy, safe and well stocked.
- Manage and coordinate the private medical reports
- Ensure maintenance of computer and telephone systems escalating any technical issues
- Collate daily/weekly DNA and Extra patient appointments for audits.
- Participate in and delegate read coding in liaison with the Lead Clinician
Administration
- Provide reception cover where necessary
- Process repeat prescription requests
- Collect data for new patient health checks to include measuring height, weight and blood pressure
- Carry out system searches as requested
Communications and working relationships
Internal:
- Practice Service Manager
- Practice staff including administration and clinical teams
- GP Clinical Lead
- COO (Operations)
- Senior CQC Compliance Specialist
- Kingston Education Centre Manager
- Clinical Services Manager
- Digital and Transformation Project Manager
- Recruitment and Retention Manager
- Wider KGPC team
External:
- Kingston GP Practice Managers and PCN Managers
- External contractors
- Locum recruitment agencies
General Duties
- To undertake any other reasonable duty, which is appropriate to the band when requested by senior staff.
- To be familiar with and comply with all the Companys policies, procedures, protocols and guidelines.
- To demonstrate an understanding and commitment to the Companie values.
Information Technology
- Have a working knowledge of all software and hardware relevant to the clinical system,
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, Company staff and other healthcare workers. They may also have access to information relating to the company 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 company may only be divulged to authorised persons in accordance with the company policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Company Health & Safety Policy, to include:
- Using personal security systems within the workplace according to company guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Reporting potential risks identified.
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 company 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-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development:
The post-holder will participate in any training programme implemented by the organisation 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.
- Developing their own portfolio of expertise and knowledge in line with the philosophy of the Education Centre.
Quality:
The post-holder will strive to maintain quality within the organisation, 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.
Communication:
The post-holder should recognise the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognise peoples needs for alternative methods of communication and respond accordingly.
Person Specification
Qualities/Attributes
Essential
- Ability to organise workload priorities
- Ability to motivate others and provide strong leadership skills
- Ability to use own judgement and initiative when dealing with problems and enquiries
- Good verbal and oral communication skills
- Excellent telephone manner
- Ability to communicate positively with patients and all members of the practice team and outside organisations
- Ability to recognise, accept and adhere to the need for strict confidentiality
- Good knowledge of English language and grammar
- Ability to work independently, but also as a team member
- Flexible and adaptable
Knowledge and skills
Essential
- Good computer skills including working knowledge of Microsoft Word and Excel
Desirable
Qualifications
Essential
- GCSE Maths
- GCSE English
- Demonstrable commitment to professional development
Experience
Essential
- GP Reception experience
- Leading or managing a team
- Experience using EMIS and DOCMAN
Person Specification
Qualities/Attributes
Essential
- Ability to organise workload priorities
- Ability to motivate others and provide strong leadership skills
- Ability to use own judgement and initiative when dealing with problems and enquiries
- Good verbal and oral communication skills
- Excellent telephone manner
- Ability to communicate positively with patients and all members of the practice team and outside organisations
- Ability to recognise, accept and adhere to the need for strict confidentiality
- Good knowledge of English language and grammar
- Ability to work independently, but also as a team member
- Flexible and adaptable
Knowledge and skills
Essential
- Good computer skills including working knowledge of Microsoft Word and Excel
Desirable
Qualifications
Essential
- GCSE Maths
- GCSE English
- Demonstrable commitment to professional development
Experience
Essential
- GP Reception experience
- Leading or managing a team
- Experience using EMIS and DOCMAN
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.
