Administration Team Lead

Job summary

We are looking for someone with excellent communication skills, a compassionate and friendly nature, and an aptitude for great customer service. You will have the ability to work in a demanding environment and be committed to offering the best possible care to patients and excellent support to our clinical team.

To lead, manage and develop the Reception team to deliver the highest quality service and support to patients and colleagues while meeting the goals and objectives of the practice. To implement agreed policies and consider the introduction of new services to ensure the quality and efficiency of services we deliver.

Main duties of the job

To lead, manage and develop the Reception team to deliver the highest quality service and support to patients and colleagues while meeting the goals and objectives of the practice. To implement agreed policies and consider the introduction of new services to ensure the quality and efficiency of services we deliver.

About us

We are a friendly, busy, rural, dual-site practice serving approx. 9,100 patients in the catchment areas of Reepham and Aylsham in Norfolk. Our vacancy is for a part or full time Receptionist/Call Handler with enthusiasm and commitment to provide exceptional customer service to our patient population. Applicants should be motivated, flexible and able to travel between the two sites.

Previous experience of working in a GP surgery or medical setting is desirable but we welcome applications for candidates who have exceptional customer service and administration skills.

You should have previous experience of working both face to face and on the telephone with the public. There will also be a requirement to use the Practice IT systems.

Job description

Job responsibilities

All staff at Reepham and Aylsham Medical Practice have a duty to conform to the following:

Equality, Diversity & Inclusion

A good attitude and positive action towards ED&I creates and environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.

Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that you treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire (SHEF)

This practice is committed to supporting and promoting opportunities to for staff to maintain their health, well-being and safety. You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.

Confidentiality

This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times. It is essential that if, the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.

Quality & Continuous Improvement (CI)

To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.

This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Induction Training

On arrival at the practice all personnel are to complete a practice induction programme; this is managed by the Deputy Practice Manager.

Learning and Development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake and complete mandatory training as directed by the training coordinator, as well as participating in the practice training programme. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and ultimately, enable them to improve processes and service delivery.

Collaborative Working

All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.

Service Delivery

Staff at Reepham and Aylsham Medical Practice must adhere to the information contained with practice policies and regional directives, ensuring protocols are adhered to at all times. Staff will be given detailed information during the induction process regarding policy and procedure.

Security

The security of the practice is the responsibility of all personnel. Staff must ensure they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks to anyone and are to ensure that restricted areas remain effectively secured.

Professional Conduct

At Reepham and Aylsham Medical Practice staff are required to dress appropriately for their role. Administrative staff will be provided with a uniform whilst clinical staff must dress in accordance with their role.

Leave

All personnel are entitled to take leave. Line managers are to ensure all of their staff are afforded the opportunity to take a minimum of (as per HR profile, Teamnet) days leave each year, and should be encouraged to take all of their leave entitlement.

Primary Responsibilities

The following are the core responsibilities of the reception manager. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.

The administration manager is responsible for:

Overseeing the reception services of the practice, ensuring staff achieve their primary responsibilities

b. Line managing all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training

c. Completing staff reviews and appraisals as required

d. Identify and deliver team training where required, including team meetings.

e. Compiling reception staff rotas, and annual leave requests

f. Reviewing and updating all reception procedures as required, including administration topics teamnet pages.

g.Support the management team in the compilation of practice reports and the practice development plan

h. Develop, implement and embed efficient reception processes and procedures to adhere to extant legislation

i. Maintain an effective appointment system for all services

as a focal point for communication, advising reception and administrative staff on methods of communication and best practice

k.Coordinate the provision of temporary reception staff ensuring sufficient cover is provided for periods of leave and other staff absences

l. Update appointment system to reflect leave and other approved absences

m. Provide initial guidance and advice to patients who wish to complain

all deliveries to the practice, ensuring adherence to the cold chain policy as necessary

o. Act as building fire Marshall, ensuring evacuation lists are current and that the visitors log is used appropriately

p. Provide initial guidance to troubleshoot, IT.

q. Compliance of clear desk policy

r. Staff compliance of uniform and ID badges

Secondary Responsibilities

In addition to the primary responsibilities, may be requested to:

a. Partake in audit as directed by the audit lead

b. Support administrative and reception staff, providing cover during staff absences

c. Complete opening and closing procedures in accordance with the duty rota and ensuring compliance from team

d. Ordering and monitoring of stationery supplies/sundries

e. Coordinate and Produce meeting agendas and record the minutes of meetings

f. Monitor and promote Healthwatch feedback, friends and family

g. Champion continuous improvement, encouraging staff to participate and make suggestions.

h. Daily allocation of pathology to clinicians

i. Re-allocation of work as and when necessary to both clinical and non-clinical team

j. Attend meetings as and when required.

k. Support administrative and reception staff, providing support for scanning/administration records.

l. Review Policies relevant to administrative and reception teams to keep up to date via teament

m. Champion for DNAs

n. NHS H Check/Minor Ops co-ordinator

Person Specification

Experience

Desirable

Experience of working in primary care Experience of working in a GP practice Experience of leading a team

Qualifications

Essential

GCSE grade A to C in English and Maths

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