Patient Services Team Leader

Reception Manage the day to day running of the admin staffing levels, ensuring all periods of sickness are fully covered, including personal attendance if necessary. Take responsibility for management of the PSO rota to ensure effective allocation of resource depending on workload demands with particular reference to: answering telephone calls, manning front desk, repeat prescriptions, patient registrations, repeat, filing systems, births and deaths, waiting lists and full access request. Supervise and manage the on-the-day workload demands, ensuring that the team are responsive to backlogs, queues and wait times. Oversee the delegation of and report on progress with waiting lists and other administrative workstreams including registrations, full access and blood test requests.
Be proactive in reviewing the appointment book and room allocations, working directly with the Appointments Administrator to identify issues. Act as a first point of contact for all members of the PSO team and for the wider Practice team relating to all reception duties. Review, delegate and oversee administrative processes relating to reception functions; managing daily, weekly and monthly workloads effectively. Be able to cover all reception positions as necessary, including processing repeat prescriptions.
Be responsible for the review, initial acknowledgement, initial investigation and where possible directly provide a solution, when patients highlight dissatisfaction with the service. Dissatisfaction may be notified through multiple channels including but not limited to face-to-face at the front desk, phone calls or through our Practice website. Complaints will be handled in line with the Practice policy and procedures. Actively support members of the reception team by adhering to procedures outlined in the Practice Zero Tolerance and Unreasonable Behaviour Policy.
Participate in audits where appropriate. Assist the Patient Liaison Manager in the recruitment of reception staff. Supporting the wider Practice Management team with the operational management of additional services. Conduct induction, training and performance related appraisals with appropriate staff.
The PSO staff team will be split across all team leaders. Have a positive attitude and approach towards helping solve the problems and challenges that face General Practice today and be part of the process to help the Practice achieve its objectives. To have a thorough knowledge of all practice procedures and ensure PSO team members adhere to them and conduct their duties in a professional manner. Promote effective teamwork and ensure communication systems are running smoothly, clinical, administrative and reception staff are kept fully informed of changes in procedures.
Liaise with other members of the primary health care team, outside agencies and Practice volunteers as required. Work effectively with individuals in other departments to meet organisational needs. Act as a central source of information. Quality & Compliance Process and record information in accordance with practice procedures.
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 departments to meet organisational needs.
Effectively manage own time, workload and resources. Communication Recognise the importance of effective communication within the team Communicate effectively with all Practice staff. Communicate effectively with patients and carers. Recognise peoples needs for alternative methods of communication and respond accordingly.
Develop harmonious and effective relationships across all practice teams and with patients. Personal/Professional Development Participate in any training programme implemented by the Practice as part of their role and employment including that relating to organisational standards and changes in software or systems Participate 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. Data Protection & 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 to 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. Safeguarding It is