Reception/Admin Team Lead

Job description

Job responsibilities

The Reception/admin team lead is responsible for:

Overseeing the reception services of the practice, ensuring staff achieve their primary responsibilities

Overseeing the admin services of the practice, ensuring staff achieve their primary responsibilities

Leading all reception/admin staff, supporting staff development and KPIs, providing guidance and direction with the team as a whole and with individuals

Carry out one-to-ones with the teams

Ensuring staff are up to date with mandatory training

Completing staff appraisals as required

Identify and deliver team training where required

Develop and implement a robust training and induction programme for use with new members of the team

Recording and maintenance of absences for both teams using ClarityTeamNet.

Organise and chair meetings (producing agendas and minutes) with the reception and admins teams as well as attend monthly meetings with the Practice Manager

Develop and promote effective communication between the team members as a group as well as with other departments

Compiling staff rotas, coordinating the provision of overtime ensuring sufficient cover is provided for periods of leave and other staff absences

Monitoring the appointment availability, identifying issues in advance and ensuring that unused embargos and appointments are identified and made available to waiting list patients in order to optimise the system fully

Reviewing and updating all reception and admin procedures as required and in collaboration with team members

Support the management team in the compilation of practice reports and the practice development plan

Develop, implement and embed efficient reception and admin processes, protocols and procedures to adhere to extant legislation, coordinating with clinicians and management where appropriate to ensure both reception and admin areas run efficiently

Maintain an effective appointment system for all services

Act as a focal point for communication, advising both reception and the administrative team on methods of communication and best practice

Together with the Practice Manager act as a reference point for any issues regarding requests from external organisations such as the local Police, solicitors, DVLA and other agencies

Coordinate home visits rota in conjunction with the GPs and Reception Team

Update appointment system to reflect leave and other approved absences in conjunction with the Practice Manager

Provide initial guidance and advice to patients who wish to complain, able to diffuse situations and attempting to resolve issues as appropriate

Oversee the management of all deliveries to the practice, ensuring adherence to the cold chain policy as necessary

Act as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriate.

Monitor and promote the use of the Friends and Family Test

Manage Care Navigation (if implemented) with other members of the team

Attend other practice meetings where required, ensuring adequate Reception cover in your absence

Ensure Practice Manager is informed of staff sickness and any problems with staffing, reception/admin functions or workload in general

Ensure telephone messages are kept up to date, identifying any telephony issues and coordinating with the Practice telephony company to rectify any issues.

Ensure that staff adhere to Information Governance and General Data Protection regulations

Assist with fire alarm testing on a weekly basis with the Practice Fire Warden

Person Specification

Qualifications

Essential

• GCSE English (C or above) and at least three others

Desirable

• Educated to A-level / equivalent or higher, with relevant experience
• AMSPAR Qualification
• NVQ Level 2 in Health and Social Care
• Leadership and / or Management Qualification

Experience

Essential

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a health care setting
• Experience of leading / managing a team
• Experience of creating/developing processes and protocols

Desirable

• Experience of providing appraisal writing and staff development

Skills

Essential

• Excellent communication skills (written and oral)
• Strong IT skills (generic)
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• EMIS / Systmone / Vision user skills
• Effective time management (Planning & Organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving & analytical skills
• Ability to follow policy and procedure

Personal Qualities

Essential

• Polite and confident
• Flexible and cooperative
• Motivated
• Initiative and judgement (knowing when to ask for help)
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure

Other requirements

Essential

• Flexibility to work outside of core office hours
• Disclosure Barring Service (DBS) check
• Maintains confidentiality at all times

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.

Employer details

Employer name

Long Bennington Medical Centre

Address

10 Valley Lane

Long Bennington

Newark

Nottinghamshire

NG23 5FR

Employer's website

https://www.longbenningtonmedicalcentre.nhs.uk/ (Opens in a new tab)