Job summary
We have a fantastic opportunity to join the team at East
Park Medical Centre as our Reception Lead - a crucial role in Primary Care. You will lead a team of care navigators to support our patients with accessing the appropriate services for their
needs.
You will be based at East Park Medical Centre, or our annex
site Halton Medical Practice to cover shifts.
We are looking for a candidate experienced in general practice and able or will to learn how to lead a team.receptionist, care navigator or office manager
The successful candidate will work within a supportive team of clinicians and admin staff.
Main duties of the job
This role will be responsible
for the day-to-day supervision of all
reception staff/care navigators and associated functions, ensuring all functions are carried
out in accordance with agreed protocols, standard operating procedures and time
scales, and reporting to the Practice Manager as
necessary. Promote a harmonious and professional atmosphere in this patient
facing role.
About us
East Park Medical Centre (LS9) & Halton Medical Practice
(LS15) supports around 10,500 patients, across diverse and multicultural
communities.
We are part of the BHR (Burmantofts, Harehills &
Richmond Hill) Primary Care Network, one of the largest PCNs in Leeds.
Culture is important to us here, so the right candidate must
be hard-working, punctual and adaptable with a strong focus on teamwork.
The building has recently undergone a full refurbishment and
modernisation, so you would be joining the team in a period of transformation.
Job description
Job responsibilities
- Induction and training of all new staff to agreed standards.
- Oversee elearning of all reception staff.
- Ensure adequate staffing levels, approve annual and other leave, and organise staff rotas ensuring all functions are covered as required, if devolved ensuring completed appropriately.
- Managing reception staff team including HR functions and escalating as required.
- Deal with more complex enquiries from patients including informal complaints relating to reception functions.
- Troubleshoot IT problems and identify solutions. Where appropriate, report IT faults to the relevant system provider.
- Continually assess and evaluate systems and quality, recommending changes and improvements to the Practice Manager as appropriate
- Manage day to day issues that may arise within the team or with individuals
- Regularly evaluate quality of individual and team performance, working with the wider team to achieve competencies and key performance indicators where available.
- Organise and chair monthly team meetings with support from the Practice Manager
- Complete team appraisals with support from practice manager and/or senior leadership team when required.
- Deal with general telephone enquiries from patients and public
- Book appointments and home visits
- Escalation of concerns around appointment rotas
- Overseeing the team daily opening of the premises, deactivating alarm systems, checking the heating and ventilation.
- Overseeing: the telephone system and call answering through x-ON Dashboard
- Overseeing online consultation requests and processing
- Overseeing the post and subsequent distribution to coding team,
- Overseeing the teams registration of patients to the list ensuring a comprehensive capture of all relevant data.
- Overseeing the reception team receiving and directing patients on arrival, monitoring of patients whilst waiting in the reception area.
- Overseeing and participating in the booking of appointments for the doctors, nurses, and other healthcare staff including home visits,
- Ensuring adequate supplies of stationery/equipment is available in the consulting and reception areas. This may include moving stationery to and from the storeroom as required,
- Overseeing the tidying of the waiting area following surgeries; ensuring the reception area is kept tidy for incoming colleagues; ensuring there is a handover of information to incoming colleagues, escalating any concerns around cleanliness to the IPC lead.
- Overseeing the recording and despatch of medical specimens with accurate detail on the relevant accompanying forms.
- Responding as a first contact in an emergency in line with training given
- Ensuring team are performing the evening checklist procedure prior to departing the building; liaising with the practice cleaners as required.
- Ensuring team are securing the premises, exterior gates, shutters and windows setting alarms as required
- To work collaboratively with other users of the centre; to work in a flexible and positive manner with colleagues, to assist in the promotion of a professional, competent and caring delivery of healthcare to the users of the service.
- To always work safely in accordance with Legislative requirements and Practice Policy and Procedures.
- This job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out any reasonable duties, which may be requested from time-to-time.
Job description
Job responsibilities
- Induction and training of all new staff to agreed standards.
- Oversee elearning of all reception staff.
- Ensure adequate staffing levels, approve annual and other leave, and organise staff rotas ensuring all functions are covered as required, if devolved ensuring completed appropriately.
- Managing reception staff team including HR functions and escalating as required.
- Deal with more complex enquiries from patients including informal complaints relating to reception functions.
- Troubleshoot IT problems and identify solutions. Where appropriate, report IT faults to the relevant system provider.
- Continually assess and evaluate systems and quality, recommending changes and improvements to the Practice Manager as appropriate
- Manage day to day issues that may arise within the team or with individuals
- Regularly evaluate quality of individual and team performance, working with the wider team to achieve competencies and key performance indicators where available.
- Organise and chair monthly team meetings with support from the Practice Manager
- Complete team appraisals with support from practice manager and/or senior leadership team when required.
- Deal with general telephone enquiries from patients and public
- Book appointments and home visits
- Escalation of concerns around appointment rotas
- Overseeing the team daily opening of the premises, deactivating alarm systems, checking the heating and ventilation.
- Overseeing: the telephone system and call answering through x-ON Dashboard
- Overseeing online consultation requests and processing
- Overseeing the post and subsequent distribution to coding team,
- Overseeing the teams registration of patients to the list ensuring a comprehensive capture of all relevant data.
- Overseeing the reception team receiving and directing patients on arrival, monitoring of patients whilst waiting in the reception area.
- Overseeing and participating in the booking of appointments for the doctors, nurses, and other healthcare staff including home visits,
- Ensuring adequate supplies of stationery/equipment is available in the consulting and reception areas. This may include moving stationery to and from the storeroom as required,
- Overseeing the tidying of the waiting area following surgeries; ensuring the reception area is kept tidy for incoming colleagues; ensuring there is a handover of information to incoming colleagues, escalating any concerns around cleanliness to the IPC lead.
- Overseeing the recording and despatch of medical specimens with accurate detail on the relevant accompanying forms.
- Responding as a first contact in an emergency in line with training given
- Ensuring team are performing the evening checklist procedure prior to departing the building; liaising with the practice cleaners as required.
- Ensuring team are securing the premises, exterior gates, shutters and windows setting alarms as required
- To work collaboratively with other users of the centre; to work in a flexible and positive manner with colleagues, to assist in the promotion of a professional, competent and caring delivery of healthcare to the users of the service.
- To always work safely in accordance with Legislative requirements and Practice Policy and Procedures.
- This job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out any reasonable duties, which may be requested from time-to-time.
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
Experience
Essential
- 2-3 years experience of working within general practice reception
Desirable
- experience working with Systemone
- experience in patient registrations/deductions
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
Experience
Essential
- 2-3 years experience of working within general practice reception
Desirable
- experience working with Systemone
- experience in patient registrations/deductions
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
