Lead Care Coordinator

**Job Title**:Lead Care Coordinator (Reception Supervisor)

**Reports to**:Practice Manager

**Hours**:Part time - 35.5 hours per week, Monday 8am-6pm, Tuesday 8am-6.30pm, Wednesday 8am-1.30pm, Friday 8am-6.30pm

**Contract type**: Permanent Part time

**Location**:Poole Road Medical Centre (Shore Wide)

Shore Medical is a GP Super Partnership with 6 practices across Poole and Bournemouth. We aspire to offer exceptional care to our 58,000 patients and are innovative in our approach to developing new teams and pathways to ever improve how general practice is delivered. We have a friendly and supportive team of more than 200 staff, with over 40 GP’s, Pharmacists, Paramedics, Nurses, Mental Health specialists and our range of administrative staff. We have a great social side to our team with Summer and Christmas parties, running and paddle boarding groups as well as many other events throughout the year.

The Practices in the Partnership are:

- Lilliput Surgery
- Poole Road Medical Centre
- Wessex Road Surgery
- Heatherview Medical Centre
- Fernside Surgery
- Parkstone Tower Practice

Situated in beautiful Dorset with the prestigious Blue Flag beaches of Bournemouth and Sandbanks, the Jurassic coastline and a wealth of attractions and countryside to visit we are lucky to be in such a fantastic area.

We are seeking an experienced **Lead Care Coordinator** to be responsible for the efficient day-to-day running of Reception/admin teams, ensuring this is carried out in accordance with agreed Practice procedures, protocols, and timescales, reporting to the Practice Manager as necessary. Based at **Poole Road Medical Centre, in Poole, Dorset **on a permanent part-time basis.

**Job Summary**
- To lead our team of Receptionist/Administrators at site.
- To be responsible for the efficient day-to-day running of Reception/admin ensuring this is carried out in accordance with agreed Practice procedures, protocols, and timescales, reporting to the Practice Manager as necessary.
- To be a champion for excellent customer care by projecting a positive and friendly image to patients and other visitors, either in person or via the telephone.
- To ensure the Reception/admin Team present a warm welcome to patients and provide excellent customer service.
- To facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.

**Duties and responsibilities**
- To undertake the reception staff rota to ensure that all annual leave, sickness and extended hours are covered.
- Continually assess and evaluate systems recommending changes and improvements to the Practice Manager as appropriate.
- Deal with general telephone enquiries from patients, their families and or carers, secondary care and other outside organisations.
- Make appointments for patients to see a Doctor, Nurse and other clinical staff associated with the practice.
- Process prescriptions as required and according to Practice protocols
- To manage the workload of the Reception/admin Team and ensure that all work is fairly distributed and completed in a timely manner.
- Ensuring all receptionists and administrators provide a high-quality service to the practice and patients and work completed to a high standard
- Respond to patient concerns or complaints/feedback in the first instance by recording these and, if necessary, escalating them to the Practice Manager.
- To ensure all Receptionists are aware of Practice Processes and ensure any training gaps are identified and training given.
- To be one of the Practice Fire Marshals and assist the PM in undertaking regular fire drills and alarm testing.
- To be involved with the recruitment, final selection and then induction and new staff training for all new members of the Reception Team/admin.
- To arrange regular Reception staff meetings
- To be the point of contact for all Receptionist/admin and patient queries.
- To keep on top of Receptionists/admin tasks, ensuring they are completed in a timely manner following protocol and monitored daily.
- Responsibility for Reception/Admin to complete Klinik consultations and ensure they are processed within the timeline provided.
- Participating in Reception/admin staff annual performance appraisal and assisting to set work and personal goals for the reception/admin team in the coming year.
- Ensuring a high level of personal presentation is maintained throughout the surgery.
- To be a positive influence and advocate of change to all staff
- To support Shore in the implementation of any new systems or processes.
- To cover for Practice Manager during annual leave or sickness

**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 performance of the duties outl