Senior Receptionist

Clinical Rotas Working with Site Manager (SM) to create rotas and maintain them; planning ahead (at least 4 weeks) for annual leave and study leave; finding solutions for sickness and short notice absences. Bringing to SMs attention if unable to find solutions With SM liaise with GPs, ANPs, Nurses, and other clinicians to ensure safe working at all times. (Minimum/Safe Working Policy) Reception/Admin Rota Create and maintain weekly rotas; planning ahead (at least 4 weeks) for annual/other leave; finding solutions for sickness and short notice absences. Bringing to SMs attention if unable to find solutions.

Keep Operations Managers Reception/Admin Baseline rota of work patterns and hours up to date. Annual Leave Approval Manager rights on Natural HR to approve annual leave requests from Reception/Admin staff Manager rights on Natural HR to approve annual leave requests from GPs in the absence of the SM Transitional HR/Finance Supervision of Reception/Admin team Complete sickness reports for reception/admin team on Natural HR Complete Return to Work Interviews and record on Natural HR for Reception/Admin staff Identify Training needs of Reception/Admin staff and provide mentoring where needed Monitor/audit mandatory training on BlueStream Academy of Reception/Admin staff Assist SM with annual appraisals of Reception/Admin staff Assist SM with Inductions and Probations for new Reception/Admin staff Assist SM with monthly payroll, checking overtime, sickness and any additional hour/pay for the SM to sign off before sending to Finance Governance and Compliance Health & Safety monthly checks to ensure that fire alarm and water checks etc., are being done; ensure actions from Hazard/Incident reports are completed and forwarded to SM, ownership of maintenance reporting, ensuring actions are completed Information Governance checks on weekly and/or monthly basis to ensure prescription governance is being adhered to including resolution, logging and destruction of error prescriptions and reporting back to SM to confirm completed; ensuring security of prescriptions at all times. Ensuring confidentiality of patient information within the reception team at all times Communication/Team Meetings To act as the communication link for the reception/admin team ensuring all staff are updated appropriately; including Alerts, Notice Board Updates, PHE Promotions, changes to ways of working, templates etc. Regular team meetings with reception/admin team; feeding back issues and areas of concern to the SM and leading the team meeting in the absence of the SM Ensure standard agenda, notes and action plans are in place Process Improvement To be proactive in identifying opportunities for improvement, working with the SM and Operations Manager to enable appropriate change Escalations Support the reception team with resolving complex queries or patient concerns in a timely manner Sending the initial response letter to all formal complaints received and bring to SMs attention Work with the SM to investigate all reception/administration complaints, finding solutions to reach a satisfactory outcome Work with the SM to investigate significant events involving reception/admin and share learning outcomes with the team Support reception team to identify occurrences of zero tolerance behaviour and escalating this at an early stage Cross Site Working Enable cross site working for reception/admin staff with buddy site Work closely with Senior Receptionist at buddy site Patient Services Ensure good customer service from reception/admin team at all times Manage patient expectations by being clear and honest in what we can do Have an understand of QOF, UPO and Enhanced Services and support SM with these activities when required Support To support the SM and Ops Manager as and when required