Job summary
The post holder will support the Patient Services Manager across the
locality practices to ensure efficient and effective service for patients.
Focus for the postholder is on the patient
experience, from their welcome at reception, the waiting room environment,
access to appointments and services, to the overall care and consideration
shown. The postholder will manage the Team Leaders and Reception team encourage
effective communication between patients, members of the primary health care
team, and other associated healthcare agencies.
The post holder may be required to undertake
some core receptionist duties
Main duties of the job
·
Manage the front of house operations of the practice
to ensure smooth, efficient operation of the practice including: reception, telephone
hub, room availability, general administration, patient care and services
Managing the reception and GP rotas on S1 including weekly
reviews status reporting to the Patient Services Manager
·
Use the
telephone software to profile call
volumes and staffing levels, working with staff to reduce variation in how they
deal with calls and how the team functions overall on calls
·
Optimise patient care through embedding good
working practices and raising opportunities to improve
·
Resolution of patient complaints in a timely and
considerate manner ensuring implementation of NHS complaints process at all
times
·
Minor Surgery clinic nurse rota, room bookings, provision
of data to Finance Officer for invoicing and cross charging of nursing time
·
Work closely with the PSM provide support to the GPs
and relevant clinicians depending on the area of work, including support for
new GP registrars e.g. induction in the premises/people, organising SMART card
activation
·
Supporting the delivery of practice
targets/measures where the reception role or premises plays a part in
achievement e.g. QoF
About us
We are Affinity Care Primary Care Network covering a population of over 64,000 patients over 6 GP practices and 8 sites, all in the Bradford area. Our ethos is to provide patient focused care based on the model of GP-led family orientated general practice tailored to local population needs. Our practices are highly accredited training practices, level 3 research ready sites within an embedded ethos of our learning organisation.
We are a friendly enthusiastic and hard working team with opportunities for career progression and will provide support and development for anyone demonstrating capability, enthusiasm, commitment and strong work ethic.
Benefits include:
- 5 weeks annual leave (pro rata for part time hours)
- Birthday Holiday
- Well-being day
- NHS pension
Job description
Job responsibilities
·
Manage the front of house operations of the practice
to ensure smooth, efficient operation of the practice including: reception, telephone
hub, room availability, general administration, patient care and services
·
Managing
the reception and GP rotas on S1
including weekly reviews status reporting to the Patient Services Manager
·
Use the
telephone software to profile call
volumes and staffing levels, working with staff to reduce variation in how they
deal with calls and how the team functions overall on calls
·
Optimise patient care through embedding good
working practices and raising opportunities to improve
·
Resolution of patient complaints in a timely and
considerate manner ensuring implementation of NHS complaints process at all
times
·
Minor Surgery clinic nurse rota, room bookings, provision
of data to Finance Officer for invoicing and cross charging of nursing time
·
Work closely with the PSM provide support to the GPs
and relevant clinicians depending on the area of work, including support for
new GP registrars e.g. induction in the premises/people, organising SMART card
activation
·
Supporting the delivery of practice
targets/measures where the reception role or premises plays a part in
achievement e.g. QoF
·
Work collaboratively and support both localities
and the wider Affinity Care organisation
Line Manager:
·
Line management responsibility for the practice’s
receptionists and Reception Team Leaders including induction, sickness absence management, return to work interviews,
staff appraisals, performance
management, training and development
·
To
provide competent, strong and supportive
leadership of the team
·
Improve
the customer service function and help develop the role of the receptionist as
a signposter
·
Provision
of training to members of the reception team
·
Development
and maintenance of reception team rota including overseeing cover for holidays,
sickness absences etc
·
Liaise
with the Finance Officer regarding the cross charging of staff hours when
working at other practices
·
Management
of SMART cards
Premises
·
Oversee the general premises maintenance including
responsibility for repairs to all facilities and managing the day to day health
& safety aspects.
·
Oversee cleaning of premises, ensuring both practice
and agency staff carry out their duties efficiently and effectively.
·
Oversee the day to day security of premises
paying particular attention to both staff and patient safety
Teamwork
·
Work as an effective
and responsible team member, supporting other members of clinical and
non-clinical staff in a flexible and approachable manner.
·
Participate in team
activities that create opportunities to improve patient care.
·
Ensure clear
understanding and utilisation of services and referral mechanisms and policies
to meet patient need.
Support
Ongoing support and development will be provided to the
postholder by the Patient Services Manager, along with support on line management
and people management by the Head of Human Resources.
Job description
Job responsibilities
·
Manage the front of house operations of the practice
to ensure smooth, efficient operation of the practice including: reception, telephone
hub, room availability, general administration, patient care and services
·
Managing
the reception and GP rotas on S1
including weekly reviews status reporting to the Patient Services Manager
·
Use the
telephone software to profile call
volumes and staffing levels, working with staff to reduce variation in how they
deal with calls and how the team functions overall on calls
·
Optimise patient care through embedding good
working practices and raising opportunities to improve
·
Resolution of patient complaints in a timely and
considerate manner ensuring implementation of NHS complaints process at all
times
·
Minor Surgery clinic nurse rota, room bookings, provision
of data to Finance Officer for invoicing and cross charging of nursing time
·
Work closely with the PSM provide support to the GPs
and relevant clinicians depending on the area of work, including support for
new GP registrars e.g. induction in the premises/people, organising SMART card
activation
·
Supporting the delivery of practice
targets/measures where the reception role or premises plays a part in
achievement e.g. QoF
·
Work collaboratively and support both localities
and the wider Affinity Care organisation
Line Manager:
·
Line management responsibility for the practice’s
receptionists and Reception Team Leaders including induction, sickness absence management, return to work interviews,
staff appraisals, performance
management, training and development
·
To
provide competent, strong and supportive
leadership of the team
·
Improve
the customer service function and help develop the role of the receptionist as
a signposter
·
Provision
of training to members of the reception team
·
Development
and maintenance of reception team rota including overseeing cover for holidays,
sickness absences etc
·
Liaise
with the Finance Officer regarding the cross charging of staff hours when
working at other practices
·
Management
of SMART cards
Premises
·
Oversee the general premises maintenance including
responsibility for repairs to all facilities and managing the day to day health
& safety aspects.
·
Oversee cleaning of premises, ensuring both practice
and agency staff carry out their duties efficiently and effectively.
·
Oversee the day to day security of premises
paying particular attention to both staff and patient safety
Teamwork
·
Work as an effective
and responsible team member, supporting other members of clinical and
non-clinical staff in a flexible and approachable manner.
·
Participate in team
activities that create opportunities to improve patient care.
·
Ensure clear
understanding and utilisation of services and referral mechanisms and policies
to meet patient need.
Support
Ongoing support and development will be provided to the
postholder by the Patient Services Manager, along with support on line management
and people management by the Head of Human Resources.
Person Specification
Experience
Essential
- Proven experience of working in General Practice
- Experience of using SystmOne or similar clinical system
- Excellent verbal and written communication skills including the ability to communicate effectively with professionals at all levels
Desirable
- Experience of forward planning of service activity
- Experience of managing and supervising teams
- Experience of management of health services, facilities and resources
Skills and Knowledge
Essential
- Proficient in the use of Microsoft Office and the use of the internet, intranet and ability to update databases.
- Ability to follow and apply policies
- Excellent organising and prioritising skills
- Ability to deal with people tactfully and empathetically
- Knowledge, understanding and application of equal opportunities
- Ability to understand complex issues, problem solve and to develop practical workable solutions
- Ability to use own judgement, resourcefulness and common sense
- Ability to communicate information that requires tact and persuasive skills, or where there may be barriers to understanding; instil confidence in those being advised.
- Ability to work to scheduled timelines and prioritise own workload
- Excellent team player and ability to work autonomously
- Acceptance and adherence to the need for strict confidentiality
Desirable
- Demonstrate ability to analyse and interpret data
Qualifications
Essential
- GSCE Grade C/4 or above in English Language and Mathematics
Desirable
- Educated to 'A' Level standard or above
- Leadership Qualification
Other
Essential
- The ability and confidence to act as a deputy for the Patient Services Manager
- Willingness to develop new skills
- Must be willing and able to travel between sites
- Flexible with ability to multi-task and work in a fast paced environment
- Ability to remain calm under pressure, exhibiting resilience
- Enthusiastic, pro-active and self-motivated
- Adaptable to change and varying roles/responsibilities
- Strong work ethic with a mature and professional approach to work
Person Specification
Experience
Essential
- Proven experience of working in General Practice
- Experience of using SystmOne or similar clinical system
- Excellent verbal and written communication skills including the ability to communicate effectively with professionals at all levels
Desirable
- Experience of forward planning of service activity
- Experience of managing and supervising teams
- Experience of management of health services, facilities and resources
Skills and Knowledge
Essential
- Proficient in the use of Microsoft Office and the use of the internet, intranet and ability to update databases.
- Ability to follow and apply policies
- Excellent organising and prioritising skills
- Ability to deal with people tactfully and empathetically
- Knowledge, understanding and application of equal opportunities
- Ability to understand complex issues, problem solve and to develop practical workable solutions
- Ability to use own judgement, resourcefulness and common sense
- Ability to communicate information that requires tact and persuasive skills, or where there may be barriers to understanding; instil confidence in those being advised.
- Ability to work to scheduled timelines and prioritise own workload
- Excellent team player and ability to work autonomously
- Acceptance and adherence to the need for strict confidentiality
Desirable
- Demonstrate ability to analyse and interpret data
Qualifications
Essential
- GSCE Grade C/4 or above in English Language and Mathematics
Desirable
- Educated to 'A' Level standard or above
- Leadership Qualification
Other
Essential
- The ability and confidence to act as a deputy for the Patient Services Manager
- Willingness to develop new skills
- Must be willing and able to travel between sites
- Flexible with ability to multi-task and work in a fast paced environment
- Ability to remain calm under pressure, exhibiting resilience
- Enthusiastic, pro-active and self-motivated
- Adaptable to change and varying roles/responsibilities
- Strong work ethic with a mature and professional approach to work
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.
