Job responsibilities
Team Manager Front
Desk Administrators
Department: Patient Services
Reports
to: Deputy Patient
Services Manager
FTE:
1FTE / 37.5 hours
Responsible for: Front Desk 9.4FTE
Overall Aim
The Team Manager for Front Desk is
responsible for the delivery of a professional, efficient and effective front
desk service. Manage real-time actions and long-term planning ensuring that
KPIs ae achieved, whilst providing a compassionate, attentive, consistent and
responsive service to our patients. Lead, coach, training and support the team
to effectively respond to calls, maintain protocols and work collaboratively
with all teams involved in patient contact and communications.
Key Responsibilities
1. Patient Services Front Desk
- Deliver
front desk service KPIs and attain highest levels of patient satisfaction
from patient contacts with the team
- Manage
resource schedule, recruitment, onboarding, absence (planned / unplanned)
to deliver KPIs within agreed budget
- Manage
and be accountable for day-to-day activities at the practice front desk at
all sites, including branch sites (7 sites in total)
- Ensuring
verbal communications are effective and appropriate and dealt with in line
with documented processes
- Working
with other team to use underutilised times to complete other patient
tasks, including calling patients to book appointments
- Reporting
to the Deputy Patient Services Manager, notifying of service affecting
incidents and leading on resolution as appropriate
- Provide
leadership, inspiring the team and cultivating a culture of ownership,
responsibility and collaboration to achieve excellent service to
patients
- Implement
framework of continuous improvement learning from events that increase the
speed of changes being applied
- Provide real-time responses to patient complaints
received verbally, to reduce the number of written complaints and
effectively apply the Partnership complaints policy
- Investigate,
record and identify learnings for significant events related to the team
of Front Desk Administrators, in line with the Significant Event Policy
- Take
ownership and delegate responsibility for opening and closing of all sites
as appropriate
- Take ownership for signage and posters in the
waiting rooms of all sites to keep them up to date and reflective of LWP
projects
- Take ownership for and ensure notice boards in
reception are kept up to date and in line with requirements from the
Partnership and CQC
- Undertake
regular audits of individual and team performance including requirements
for Information Governance, Security, IT, CCG, NHS England and CQC
- Maintain
suite of protocols, processes to equip new starters and assess
competencies and implement effective method of applying changes
- Provide
real-time, daily, weekly, monthly visibility of service performance,
analysing trends, abnormal events, detailed narrative with
recommendations, including tracking the impact of changes
- Provide
emergency cover for front desk team if/when necessary due to employee
absences
- Support
the Partnership in preparation of area of focus for CQC or other external
inspections
2.
HR Focus
Line manage team Front Desk staff
Manage rotas for team to ensure appropriate
front desk cover at all sites when they are open, including cover for extended
hours
- Ensure effective
cascade of communication to whole tea through multiple avenues including
verbal, email, in-house systems and other appropriate communication
systems
- Use team input and own initiative to
ensure attendance and retention targets are achieved
- Host and record
probations, 1-2-1s, appraisals and team meetings and follow up on agreed
actions and next steps
- Take
accountability for the onboarding and training of all new staff into the
team
- Support the
recruitment process for new team members
- Deliver training
and development plans and ensure they are maintained for all team members,
utilising TARGET sessions where possible
- Manage the fair
and consistent application of performance management and disciplinary
measures as necessary
- Travel between partner
sites, ensuring all team members are supported and fair and equal time is
given to coaching, training, and engagement activities
3.
IT Focus
Ensure IT is being used effectively
and consistently to support call handling function
Oversee local
training for new IT applications
Support the
team in the use and local maintenance of IT systems, including communication
systems, ensuring all employees are competent and confident in the use of such
systems
Report IT
issues to IT co-ordinator via internal Spiceworks system
4.
Health
& Safety Focus
Comply
with Health & Safety requirements of the Partnership
Undertake regular Health and Safety Audits across all sites.
5.
Other Duties
- Lead assigned Task & Finish projects
as requested
- Act as a representative of the
organisation
- Keeping up to date with business
development
- Participation and support
with variable Patient Support projects and initiatives as required by the
business.
Key Results
- Manage resource
and skills to achieve Front Desk KPIs [Improve Access]
- Continuous
reduction in complaints and significant events relating to the team
[Patient Experience]
- Continuous
improvement and achievement of high patient satisfaction with front desk
services [Patient Experience]
- Achieve high
levels of team engagement and satisfaction [People Engagement]
Please also be aware of and follow the
Partnerships policies and procedures, with particular attention to patient
confidentiality, health and safety, equality and diversity and customer service
excellence. To further your development and knowledge you will be expected to
attend training as necessary.
The Partnership reserves the right to amend
this role profile as necessary, after consultation with the post holder, to
reflect changes in or to the job.
