Job responsibilities
Job Summary:
Responsible for the day
to day management of all Front of House Services including supervision of reception
staff, create and manage clinical rotas for GP/Nurses, managing telephone
systems and bookings, dealing with soft complaints and ensuring the reception
area is kept in a clean, tidy and presentable manner.
The Front of House
Manager will be required to ensure all functions are carried out in accordance
with agreed procedures, protocols and time-scales, reporting to the Practice
Manager as necessary.
To have a positive attitude and approach towards
helping solve the problems and challenges that face General Practice today, and
to be an integral team member to help the Practice achieve its goals.
Principle Responsibilities:
General:
- Ensuring that
all reception staff work to agreed procedures and perform their role
effectively. This will involve performance managing staff in an effective
way.
- Listening and
responding to issues raised by the team.
- Organise Reception
team rotas, GP/Nurse rotas, availability, allocation and changes to ensure
adequate staffing for patient services.
- Assigning GP
visits on a day to day basis.
- Participating in
and performance managing the reception teams contribution to the
Practices QOF achievement.
- Managing the
induction and job plan of HYMS year 3 and 5 students and co-ordination of
the FY2 GP.
- Working with
the Practice Manager, supporting the budget for all Front of House
expenditure.
- Have a clear
understanding of telephone systems, daytime and out of hours and managing
the telephone provider.
- Lead
responsibility for reporting call handling performance.
- Responsibility
for organising cover for holidays, sickness and compassionate leave
- Providing
relief cover for reception when other reception staff are on leave/absent
from work.
Co-ordinate
staffing for additional clinics/emergencies, including extended hours services,
COVID-19 vaccination programme and influenza programme, which can be 7 days per
weeks.
Organising
reception staff meetings ensuring accurate minute taking and action notes
produced.
Lead
reception staff recruitment.
Manage
all front line HR issues relating to reception staff.
- Ensure that
the reception as a working space is tidy; stationery and forms are up to
date and well sourced, equipment is in working order and displayed
information is up to date.
- Training of
new reception staff by organising and overseeing the induction.
- Training (in
house and organising external) and on-going reviews/appraisals of the
reception team.
- Communicate
effectively with other team members, patients and other health care
agencies.
- Ensure systems
are in place for accurate reporting of notes and recording of data
- Attend the
weekly management team meeting.
- Reviewing use
of text messaging for appointments and Did Not Attends (DNA).
- Any other
activities such as shall be reasonably requested by the Practice
leadership team.
Contribution to the Implementation of
Services:
- Apply and
contribute to Practice policies, standards and guidance.
- Discuss with
other members of your team how the policies, standards and guidelines will
affect own work to ensure Practice
policies are followed and accurate records are kept with particular
reference to: appointments, messages, visits, post, patient registration,
repeat prescriptions, filing systems, births and deaths.
- Assist the
practice Management Team to ensure Health & Safety policies & Fire
protocols are implemented.
- Continually
assess and evaluate systems recommending changes and improvements to the practice
Management Team as appropriate.
Information
Technology:
Have full understanding of appointment system within SystmOne.
Have a working knowledge of software and hardware used in
reception area and clinical rooms.
Maintain Jayex board, health booths and self-check in system.
Train staff in use of IT systems used in reception area.
Deal with IT problems and liaison with IT service desk.
Liaison with other NEL practices.
Information:
Ensure communication systems are running smoothly, doctors and
reception staff are kept fully informed of changes in procedures.
Assist with production and upkeep of the practices staff
handbook.
Manage paperwork systems including post, internal and external.
Act as a central source of information.
Other Tasks:
Health and safety.
Co-ordinate voluntary agencies.
Deal with patient complaints and general enquires regarding
reception.
Development
Responsibilities:
Building & Facilities:
Support the management of building maintenance, facilities &
infrastructure in conjunction with the Deputy & Practice Manager.
Assist with reorganisation of rooms and building as required.
Understand security systems alarms & cameras.
Manage room booking for internal and external clinics/meetings.
Patient
Experience:
- Enable use of
social media and technologies to support practice development, patient
consultation.
- Co-ordinate
Meet and Greet service for local health partnership and GP training
meetings.
Health & Safety:
Under the Health & Safety at Work Act
1974 it is the responsibility of the individual employees at every level to
take care of their own health and safety at work and that of others who may be
affected by their acts at work. This
includes co-operating with management in complying with health and safety
obligations particularly by reporting promptly any defects, risks or
potential hazards.
Fire Procedure:
The post holder must adhere to the current
Fire Policy which includes attending training sessions as required.
Equal Opportunities:
The partnership has policies covering equal
opportunities and harassment. These
policies are accepted as good practice.
The aim is to ensure that no colleagues, potential employees, patients
or clients are harassed or receive less favourable treatment on the grounds of
disability, age, sex, sexual orientation, marital status, colour, religion or
ethnic/national origin.
Confidentiality:
The post holder must not, either during
employment with the partnership or afterwards, disclose any information of a confidential
nature relating to the business carried out by the partnership, its associated
companies, suppliers or patients except to officials and partners whose duty it
is to know such information, or make use of any financial or business secrets
of the practice. A copy of the
partnerships policy on confidentiality will be handed out with the contract of
employment.
Safeguarding:
The Practice has in place both a
Safeguarding Children Policy and a Safeguarding Adults Policy in line with
national legislation. The Safeguarding Policies place a duty upon every
employee who has contact with children, families and adults in their everyday
work to safeguard and promote their welfare.
In the event that you have concerns about
possible harm to any child or adult you should seek advice and support
initially from the On-Call Doctor.
Note:
This job description outlines the main duties and responsibilities of the
position and is designed for the benefit of both the post holder and Scartho
Medical Centre in understanding the prime functions of the post. It should not be regarded as exclusive nor
exhaustive as there may be other duties and responsibilities associated with
and covered by the grading of the post.
Scartho
Medical Centre has the right to vary the duties after consultation with you.