Administration and Reception Team Lead

Warwick Square Group Practice

This job is now closed

Job summary

An integral role leading and supervising the practice administration and reception team, managing and coordinating non-clinical rotas and associated activities, ensuring the smooth and uninterrupted delivery of first point of contact patient services on a daily basis.

You will have excellent attention to detail ensuring that resources are effectively utilised to meet the patient demand. You will provide support and advice to staff on complex queries, troubleshoot rota complications, provide solutions and suggest improvements to the Practice Manager, and be the first line of support to patients for complaint resolution.

Main duties of the job

The duties and responsibilities to be undertaken by the Administration and Reception Team Lead may include any or all of the items in the following list. Duties may be varied and include additional work related activities from time to time under the direction of the Practice Manager.

To provide direct leadership and supervision primarily across the reception team and also wider administration team when required.

About us

NCPC ltd is an innovative not for profit social enterprise, established to create a network of great practices that sustains and supports the development of general practice across the local area. We enable our member general practices to continue to operate as local family practices with the benefit of a large and robust infrastructure to provide support.

We want our practices to become wellbeing practices, actively closing the gaps around mortality and morbidity. The ethos of the company is one of collaboration, learning and continuous improvement.

These positions are aimed at those who wish to be part of a supportive and friendly team working together to help shape the future of General Practice

Date posted

15 March 2024

Pay scheme

Other

Salary

£23,006 to £27,007 a year

Contract

Permanent

Working pattern

Full-time

Reference number

A1177-24-0000

Job locations

Grosvenor House Surgery

Warwick Square

Carlisle

Cumbria

CA1 1LB

Job description

Job responsibilities

To act as the first point of contact for the reception team, answering queries, directing workload and ensuring focus on telephone access at peak times to meet patient demand.

To lead with new staff inductions, design and facilitate regular staff training for the reception team.

To undertake reception staff 1/3/6 month reviews whilst in probationary period and provide feedback on performance to the Practice Manager.

To conduct all reception staff back-to-work interviews following absence through illness and other unforeseen reasons.

To act as the main practice point of contact for death administration protocol including liaison with the coroner office staff as required to ensure a seamless service to patient families.

To coordinate and maintain the team rota ensuring adequate staffing levels in the receptionist/telephonist team at all times. This will include awareness through PeopleHR of approved staff absence. To troubleshoot and resolve shortfalls in staffing levels as appropriate highlighting significant absence to the Practice Manager.

To provide support and resolution of complaints for patients in accordance with the NCPC complaints policy, escalating to the Practice Manager as required.

Daily troubleshooting to ensure minimal wastage of appointments. Highlight any clinical rota anomalies to the Practice Manager.

Making appointments and booking patients in for surgeries and clinics.

Answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely.

Contacting hospitals and various other agencies for results, appointments and patient information.

To ensure repeat medication is issued in line with the protocols that are already in place, and ensure that any queries raised are dealt with quickly and correctly.

To ensure that patient queries on medication are highlighted to the relevant clinical member.

To undertake associated jobs allocated by the Practice Manager when required.