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Reception Team Leader
1 month ago
Job summary
To be accountable to the Practice Manager and Partners of The Grove Medical Centre.
Job Summary
The Reception Team Leader is primarily responsible for the day-to-day smooth running of the Practice reception.
Oversee all work activities of the Reception team.
To act as a source of information and advice for the Reception team and to cascade any changes/ learnings.
Assist in any HR matters alongside the Practice Manager.
Assist the Practice Manager in the Recruitment and selection process for the Reception Team.
To ensure Statutory and Mandatory training standards are met and staff are prepared for their Appraisals.
Confirm holidays are within agreed rules and manage team sickness.
Ensure appropriate rota cover for all reception tasks.
Provide support to the Practice Manager.
Main duties of the job
Patient Services
Ensure adequate reception staffing for patient services and take on receptionist duties when short of staff.
Ensure systems are in place for effective and confidential patient records movement and recording of data.
Working with the Practice Manager to deal with complaints and in accordance with the practice complaints and policy.
Liaise with the Duty doctor and all other clinicians to resolve patient issues promptly.
Process and assign admin queries in the patient Accurx Inbox.
Process and raise repeat prescriptions for patients, as per guidance.
Work with the Practice Manager and Partners to implement service improvement initiatives.
Be in charge of Social prescribing referrals for the practice and liaise with the councils appointed link worker.
Staff Support
Ensure practice policies and protocols are followed and accurate records are kept, with particular reference to appointments, messages, visits, post, patient registrations, repeat prescriptions, filing systems, births, and deaths.
Provide receptionists with information about changes to any relevant policies and protocols and keep the team updated on any other changes which affect their daily work.
Administer weekly staff rotas and coordinate annual leave, ensuring reception is neither over or under-staffed.
Serve as a link between management and employees by handling questions and helping resolve work-related problems.
Lead reception team meetings and join other meetings as needed.
About us
Grove Medical Centre is a GP practice located in a residential area of Egham. The practice provides GP services to 15,500 patients.
Services are provided from one location:
Grove Medical Centre - The Grove, Church Road, Egham, Surrey TW20 9QN.
There is a team of 3 GP partners, 6 salaried GPs (male and female). The practice is also a training practice for doctors.
Training practices help qualified doctors, known as registrars, complete the final stages of their GP training. The practice also provides training for nurses and paramedic practitioners.
The practice has a team of 3 nurses who provide nurse-led clinics and 3 healthcare assistants. The practice was supported by 4 clinical pharmacists and a Physician Associate who were employed by the Primary Care Network SASSE 2. GPs and nurses are supported by the practice manager, operations manager, team leaders and a team of reception, administration staff and care coordinators.
Grove Medical Centre is open 8am to Monday to Friday. The practice is part of a hub of GP practices which provides extended access appointments for patients during the week until 8pm and at weekends. Patients are able to access Out of Hours services through NHS 111.
Job description
Job responsibilities
Accountability
To be accountable to the Practice Manager and Partners of The Grove Medical Centre.
Job Summary
The Reception Team Leader is primarily responsible for the day-to-day smooth running of the Practice reception.
Oversee all work activities of the Reception team.
To act as a source of information and advice for the Reception team and to cascade any changes/ learnings.
Assist in any HR matters alongside the Practice Manager.
Assist the Practice Manager in the Recruitment and selection process for the Reception Team.
To ensure Statutory and Mandatory training standards are met and staff are prepared for their Appraisals.
Confirm holidays are within agreed rules and manage team sickness.
Ensure appropriate rota cover for all reception tasks.
Provide support to the Practice Manager.
Patient Services
Ensure adequate reception staffing for patient services and take on receptionist duties when short of staff.
Ensure systems are in place for effective and confidential patient records movement and recording of data.
Working with the Practice Manager to deal with complaints and in accordance with the practice complaints and policy.
Liaise with the Duty doctor and all other clinicians to resolve patient issues promptly.
Process and assign admin queries in the Accurx Inbox.
Process and raise repeat prescriptions for patients, as per guidance.
Work with the Practice Manager and Partners to implement service improvement initiatives.
Be in charge of Social prescribing referrals for the practice and liaise with the councils appointed link worker.
Staff Support
Coordinate and provide training for new members of the team and undertake ongoing performance reviews along with the Practice Manager/Partners.
Complete induction documents for new members of staff.
Conduct training needs analysis in conjunction with the Practice Manager.
Ensure practice policies and protocols are followed and accurate records are kept, with particular reference to appointments, messages, visits, post, patient registrations, repeat prescriptions, filing systems, births, and deaths.
Provide receptionists with information about changes to any relevant policies and protocols and keep the team updated on any other changes which affect their daily work.
Administer weekly staff rotas and coordinate annual leave, ensuring reception is neither over or under-staffed.
Coordinate with the Ear Micro suction team regarding their sessions at the Practice.
Serve as a link between management and employees by handling questions and helping resolve work-related problems.
Lead reception team meetings and join other meetings as needed.
Liaise with the management team concerning staffing and organisation of work.
Liaise with other members of the practice staff and other agencies as required.
Reception Administration
Represent reception at practice meetings, raising relevant reception issues and proposing improvement initiatives and solutions.
Attend to and resolve or escalate ad hoc issues and problems as they arise in the day-to-day running of reception.
Ensure all complaints and significant events related to reception are marked and completed on Clarity and any learnings cascaded to staff.
Assist the Practice Manager in adhering to Care Quality Commission standards and in preparation for inspections.
IT Technical/User Support
Install and configure computer software operating systems and applications when required.
Become confident in the functions of the EVAD telephone systems and produce monthly reports for the Practice Manager.
Use data to make changes in reception staffing and processes, to better support the patients.
Raise to providers and resolve system failures.
Monitor and maintain computer systems and networks.
Troubleshoot system and network problems, diagnosing and solving faults.
Replace parts as required.
Provide support, including training documentation when required.
Support the roll-out of new applications and services and train the team as relevant.
Assist with the development of the practices standard operational procedures.
Have a full understanding of IT systems in place at the surgery.
To ensure the Data Protection Act and implications for patient record sharing are implemented.
Liaise with Support groups when IT problems arise. Maintaining a good working relationship.
Confidentiality :
In the performance of the duties outlines in their Job Description, the post-holder may have access to confidential information relating to the patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice 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 practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of person 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 practice Health & Safety Policy, to include:
Using personal security systems within the workplace according to practice 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:
Activing in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
Behaving in a manner which his 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 practice as part of its 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.
Quality
The post-holder will strive to maintain quality within the practice, 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 recognize the importance of effective communication within the team and will strive to:
Communicate effectively with other team members.
Communicate effectively with patients and carers.
Recognize peoples needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services :
The post-holder will:
Apply practice policies, standards and guidance.
Discuss with other members of the team how the policies, standards and guidelines will affect own work.
Participate in audit where appropriate.
Person Specification
Experience
Essential
Experience in managing people.
Desirable
Experience of working with healthcare professionals and or previous experience in the NHS. Advanced experience of using word, excel and PowerPoint including ability to use word processing skills, emails and the internet to create simple plans and reports