Job summary
An exciting new role has become available working
with Bosvena Health the collaborative name for our two forward-thinking GP
surgeries in Bodmin: Carnewater Practice and Stillmoor House Medical Practice.
The role is primarily line managing the practice
reception/administration team at both surgeries which are based a short walk
apart in Bodmin town centre but who have exciting plans for a new premises in
Bodmin where the surgeries can co-locate.
Managing the reception teams and associated administrative duties, the
postholder will be an excellent team player, with an effective and
compassionate leadership style as well as excellent organisation skills.
This is a full time post, working Monday to Friday.
Hours:37.5 per week to be agreed but noting that the practices is required to
be open 8am-6.30pm Monday to Friday and also some evenings and Saturday
mornings flexibility is important.
Main duties of the job
The successful candidate will ideally have primary
healthcare experience, must be able to work on their own initiative and have
some supervisory experience, along with strong IT skills. You must be organised
and confident, have a friendly and approachable manner and can work under
pressure.
This role would suit someone with aspirations to further
develop a career in management within primary care and would be joining at a
very exciting time for our two practices.
Please
see the job description and person specification for further information.
About us
The collaborative name for our two
GP surgeries in Bodmin is Bosvena Health.Between our twopractices we have approximately 24,000 patients registered.
The administrative teams at Bosvena are friendly, hardworking, conscientious and dedicated in their role to provide an excellent service to our patients and clinical team alike.
Job description
Job responsibilities
The role is primarily line managing the practice
reception/administration team at both Carnewater Practiceand Stillmoor House Medical Practice. The aim is to work towards establishing
consistent procedures and processes across both practices which will, in time,
enable staff to be able to cross-cover as required.
The post holder will work closely with (and under
the direction of) the General Services Manager to provide the continual
improvement of standards across a wide range of clinical and administrative
activity, as well as providing an element of cover or source of advice in the
event of their absence.
The successful candidate must be able to work on
their own initiative and have some supervisory experience, along with strong IT
skills. You must be organised and confident, have a friendly and approachable
manner and can work under pressure.
Previous primary care experience is essential. This role would suit someone with aspirations
to develop a career in management within primary care.
The post holder will ideally:
- Be an experienced
supervisor/manager/leader of staff, providing leadership to the reception
and administration team.
- Have excellent service,
leadership, communication and project management skills.
- Be suitably proficient with
IT systems and software applications in a general practice setting (although
training on specific IT systems will be available for the suitable
candidate).
- Hold a relevant supervisory/management
qualification.
- Exhibit safe, professional
decision-making and high level of care for patients within the Practice.
- Be a brilliant team player
and work collaboratively with the wider Practice team to meet the needs of
our diverse range of patients.
- Support the delivery of required
policy and procedures.
Key Responsibilities
The following are the core responsibilities of the Reception
and Administration Team Leader. There may be on occasion, a requirement to
carry out other tasks; this will be dependent upon factors such as workload and
staffing levels:
To provide day-to-day support,
leadership, first line management and guidance for the practice reception and
administration teams, ensuring an efficient and professional manner is
maintained and to provide cover to the reception teams when needed.
To manage the reception rotas, including
annual leave and unplanned absence.
Ensure all reception and administration
duties are completed to the highest standard.
To support effective communications
between patients, doctors and other staff.
Support the General Services Manager in
the recruitment and induction of all new reception and administration staff.
Support the General Services Manager in
the running of elements and/or services within the practice relevant to the
postholders responsibilities e.g. compliance with CQC, Effective working
procedures etc.
Support the General Services Manager in
the reviewing and updating of practice policies and procedures as appropriate.
Ensure staff reference files are kept
up-to-date on both sites, so that reception staff can easily access up-to-date
guidance and information.
Work with the General Services Manager
and other members of the practice to identify areas for improvement and assist
in change management where appropriate.
To undertake specific assigned tasks,
project support, or development work which may arise during changes to
the NHS.
To introduce new policies and procedures
in line with current regulations under the direction of the General Services
Manager.
- To be a point of contact
for staff and patient queries and concerns, dealing with their enquiries
in a courteous and polite manner.
- Dealing with patient
complaints relating to front desk/reception services in association with
the General Services Manager.
- Use phone system statistics
to plan effective levels of cover to ensure phones are always answered in
a timely manner.
- Helping to arrange and
re-arrange clinics as required in association with the wider management
team.
- Responding to and resolving
local IT issues where appropriate liaising with IT leads within the practice
or others as appropriate, in order to help resolve hardware and software
issues.
- Ensure the effective use of
clinical systems, IT programmes and other systems used by the
reception/admin staff.
- Providing support and ensure
training for current and new staff is carried out.
- Training of staff on
practice IT systems as necessary.
- To provide front-line
cover, whether on reception, on the phones or other administrative support
when required due to absence of staff.
GOVERNANCE
- Support and
participate in shared learning across the practice and wider organisation
- Help disseminate identified
learning from complaints, incidents and near-miss events relating to the
practice, team and self.
- Awareness of
statutory safeguarding, notification processes and local guidance for
children/vulnerable patients, applying relevant policies and legislation
to protect them
- Ensure compliance
with policies, procedures and guidelines for self and others, by acting or
alerting senior management team if the practice appears to contravene
policy, or if there are concerns over any aspect of patient care.
CONFIDENTIALITY
- Maintain
confidentiality of information, acting within the terms of the Data
Protection Act and Caldicott guidance on patient confidentiality at all
times.
- Maintain
an awareness of the Freedom of Information Act.
- 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 personal and sensitive data
HEALTH & SAFETY
- The post-holder
will manage their own and others health & safety and infection
control as defined in the Practices Health & Safety Policy, the
Practice Health & Safety Manual, and the Practices Infection Control
Policy and published procedures.
- Comply
with Practice health and safety policies by following agreed safe working
procedures and actively reporting of health and safety hazards and
infection hazards immediately when recognised
- Keeping work and
general areas clean and tidy, and using appropriate infection control
procedures to keep work areas hygienic and safe from contamination.
- Awareness and
compliance with national standards of infection control, hygiene,
regulatory / contractual / professional requirements, and good practice
guidelines.
- Reporting
incidents using the organisations Incident Reporting System
EQUALITY AND DIVERSITY
- The post-holder
will support, promote and maintain the Practices Equality & Diversity
Policy.
- No person whether
they are staff, patient or visitor should receive less favourable
treatment because of their gender, ethnic origin, age, disability, sexual
orientation, religion etc.
- The jobholder
must comply with all policies and procedures designed to ensure equality
of employment and that services are delivered in ways that meet the
individual needs of patients and their families.
OTHER DELEGATED DUTIES
This job description is not intended to be exhaustive - it may be changed
after consultation with the post holder. The employee shares with the employer
the responsibility for review and modification of duties.
Job description
Job responsibilities
The role is primarily line managing the practice
reception/administration team at both Carnewater Practiceand Stillmoor House Medical Practice. The aim is to work towards establishing
consistent procedures and processes across both practices which will, in time,
enable staff to be able to cross-cover as required.
The post holder will work closely with (and under
the direction of) the General Services Manager to provide the continual
improvement of standards across a wide range of clinical and administrative
activity, as well as providing an element of cover or source of advice in the
event of their absence.
The successful candidate must be able to work on
their own initiative and have some supervisory experience, along with strong IT
skills. You must be organised and confident, have a friendly and approachable
manner and can work under pressure.
Previous primary care experience is essential. This role would suit someone with aspirations
to develop a career in management within primary care.
The post holder will ideally:
- Be an experienced
supervisor/manager/leader of staff, providing leadership to the reception
and administration team.
- Have excellent service,
leadership, communication and project management skills.
- Be suitably proficient with
IT systems and software applications in a general practice setting (although
training on specific IT systems will be available for the suitable
candidate).
- Hold a relevant supervisory/management
qualification.
- Exhibit safe, professional
decision-making and high level of care for patients within the Practice.
- Be a brilliant team player
and work collaboratively with the wider Practice team to meet the needs of
our diverse range of patients.
- Support the delivery of required
policy and procedures.
Key Responsibilities
The following are the core responsibilities of the Reception
and Administration Team Leader. There may be on occasion, a requirement to
carry out other tasks; this will be dependent upon factors such as workload and
staffing levels:
To provide day-to-day support,
leadership, first line management and guidance for the practice reception and
administration teams, ensuring an efficient and professional manner is
maintained and to provide cover to the reception teams when needed.
To manage the reception rotas, including
annual leave and unplanned absence.
Ensure all reception and administration
duties are completed to the highest standard.
To support effective communications
between patients, doctors and other staff.
Support the General Services Manager in
the recruitment and induction of all new reception and administration staff.
Support the General Services Manager in
the running of elements and/or services within the practice relevant to the
postholders responsibilities e.g. compliance with CQC, Effective working
procedures etc.
Support the General Services Manager in
the reviewing and updating of practice policies and procedures as appropriate.
Ensure staff reference files are kept
up-to-date on both sites, so that reception staff can easily access up-to-date
guidance and information.
Work with the General Services Manager
and other members of the practice to identify areas for improvement and assist
in change management where appropriate.
To undertake specific assigned tasks,
project support, or development work which may arise during changes to
the NHS.
To introduce new policies and procedures
in line with current regulations under the direction of the General Services
Manager.
- To be a point of contact
for staff and patient queries and concerns, dealing with their enquiries
in a courteous and polite manner.
- Dealing with patient
complaints relating to front desk/reception services in association with
the General Services Manager.
- Use phone system statistics
to plan effective levels of cover to ensure phones are always answered in
a timely manner.
- Helping to arrange and
re-arrange clinics as required in association with the wider management
team.
- Responding to and resolving
local IT issues where appropriate liaising with IT leads within the practice
or others as appropriate, in order to help resolve hardware and software
issues.
- Ensure the effective use of
clinical systems, IT programmes and other systems used by the
reception/admin staff.
- Providing support and ensure
training for current and new staff is carried out.
- Training of staff on
practice IT systems as necessary.
- To provide front-line
cover, whether on reception, on the phones or other administrative support
when required due to absence of staff.
GOVERNANCE
- Support and
participate in shared learning across the practice and wider organisation
- Help disseminate identified
learning from complaints, incidents and near-miss events relating to the
practice, team and self.
- Awareness of
statutory safeguarding, notification processes and local guidance for
children/vulnerable patients, applying relevant policies and legislation
to protect them
- Ensure compliance
with policies, procedures and guidelines for self and others, by acting or
alerting senior management team if the practice appears to contravene
policy, or if there are concerns over any aspect of patient care.
CONFIDENTIALITY
- Maintain
confidentiality of information, acting within the terms of the Data
Protection Act and Caldicott guidance on patient confidentiality at all
times.
- Maintain
an awareness of the Freedom of Information Act.
- 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 personal and sensitive data
HEALTH & SAFETY
- The post-holder
will manage their own and others health & safety and infection
control as defined in the Practices Health & Safety Policy, the
Practice Health & Safety Manual, and the Practices Infection Control
Policy and published procedures.
- Comply
with Practice health and safety policies by following agreed safe working
procedures and actively reporting of health and safety hazards and
infection hazards immediately when recognised
- Keeping work and
general areas clean and tidy, and using appropriate infection control
procedures to keep work areas hygienic and safe from contamination.
- Awareness and
compliance with national standards of infection control, hygiene,
regulatory / contractual / professional requirements, and good practice
guidelines.
- Reporting
incidents using the organisations Incident Reporting System
EQUALITY AND DIVERSITY
- The post-holder
will support, promote and maintain the Practices Equality & Diversity
Policy.
- No person whether
they are staff, patient or visitor should receive less favourable
treatment because of their gender, ethnic origin, age, disability, sexual
orientation, religion etc.
- The jobholder
must comply with all policies and procedures designed to ensure equality
of employment and that services are delivered in ways that meet the
individual needs of patients and their families.
OTHER DELEGATED DUTIES
This job description is not intended to be exhaustive - it may be changed
after consultation with the post holder. The employee shares with the employer
the responsibility for review and modification of duties.
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent, including Maths and English (C/4 or above)
Desirable
- Hold a relevant management qualification
- Hold relevant IT qualifications
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
- Experience of working in a healthcare setting
- Excellent communication skills (written and oral)
- Strong IT skills
- Effective time management
- Ability to work on their own and as part of a team
- Problem solving and analytical skills
- Clear and respectful telephone skills
- Experience of, and displays, good customer care
- Ability to maintain confidentiality
Desirable
- Experience in supervising/managing staff
- Experience of working in General Practice
Personal Attributes
Essential
- Ability to work flexibly to meet Practice demands
- Sensitive, caring and shows empathy in difficult situations
- Ability to communicate effectively with colleagues, patients, relatives, nurses, other staff and agencies
- Must value and appreciate the worth of others
- Progressive, forward-thinking attitude
- Commitment to continuing education and professional development
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent, including Maths and English (C/4 or above)
Desirable
- Hold a relevant management qualification
- Hold relevant IT qualifications
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
- Experience of working in a healthcare setting
- Excellent communication skills (written and oral)
- Strong IT skills
- Effective time management
- Ability to work on their own and as part of a team
- Problem solving and analytical skills
- Clear and respectful telephone skills
- Experience of, and displays, good customer care
- Ability to maintain confidentiality
Desirable
- Experience in supervising/managing staff
- Experience of working in General Practice
Personal Attributes
Essential
- Ability to work flexibly to meet Practice demands
- Sensitive, caring and shows empathy in difficult situations
- Ability to communicate effectively with colleagues, patients, relatives, nurses, other staff and agencies
- Must value and appreciate the worth of others
- Progressive, forward-thinking attitude
- Commitment to continuing education and professional development
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.
