Senior Receptionist

Job description

Job responsibilities

Clinical Rotas

Working with Site Manager (SM) to create rotas and maintain them; planning ahead (at least 4 weeks) for annual leave and study leave; finding solutions for sickness and short notice absences. Bringing to SMs attention if unable to find solutions

With SM liaise with GPs, ANPs, Nurses, and other clinicians to ensure safe working at all times. (Minimum/Safe Working Policy)

Reception/Admin Rota

Create and maintain weekly rotas; planning ahead (at least 4 weeks) for annual/other leave; finding solutions for sickness and short notice absences. Bringing to SMs attention if unable to find solutions.

Keep Operations Managers Reception/Admin Baseline rota of work patterns and hours up to date.

Annual Leave Approval

Manager rights on HR System to approve annual leave requests from Reception/Admin staff

Manager rights on HR Systemto approve annual leave requests from GPs in the absence of the SM

Transitional HR/Finance

Supervision of Reception/Admin team

Complete sickness reports for reception/admin team on HR System

Complete Return to Work Interviews and record on HR Systemfor Reception/Admin staff

Identify Training needs of Reception/Admin staff and provide mentoring where needed

Monitor/audit mandatory training on BlueStream Academy of Reception/Admin staff

Assist SM with annual appraisals of Reception/Admin staff

Assist SM with Inductions and Probations for new Reception/Admin staff

Assist SM with monthly payroll, checking overtime, sickness and any additional hour/pay for the SM to sign off before sending to Finance

Governance and Compliance

Health & Safety monthly checks to ensure that fire alarm and water checks etc., are being done; ensure actions from Hazard/Incident reports are completed and forwarded to SM, ownership of maintenance reporting, ensuring actions are completed

Information Governance checks on weekly and/or monthly basis to ensure prescription governance is being adhered to including resolution, logging and destruction of error prescriptions and reporting back to SM to confirm completed; ensuring security of prescriptions at all times.

Ensuring confidentiality of patient information within the reception team at all times

Communication/Team Meetings

To act as the communication link for the reception/admin team ensuring all staff are updated appropriately; including Alerts, Notice Board Updates, PHE Promotions, changes to ways of working, templates etc.

Regular team meetings with reception/admin team; feeding back issues and areas of concern to the SM and leading the team meeting in the absence of the SM

Ensure standard agenda, notes and action plans are in place

Process Improvement

To be proactive in identifying opportunities for improvement, working with the SM and Operations Manager to enable appropriate change

Escalations

Support the reception team with resolving complex queries or patient concerns in a timely manner

Sending the initial response letter to all formal complaints received and bring to SMs attention

Work with the SM to investigate all reception/administration complaints, finding solutions to reach a satisfactory outcome

Work with the SM to investigate significant events involving reception/admin and share learning outcomes with the team

Support reception team to identify occurrences of zero tolerance behaviour and escalating this at an early stage

Cross Site Working

Enable cross site working for reception/admin staff with buddy site

Work closely with Senior Receptionist at buddy site

Patient Services

Ensure good customer service from reception/admin team at all times

Manage patient expectations by being clear and honest in what we can do

Have an understand of QOF, UPO and Enhanced Services and support SM with these activities when required

Support

To support the SM and Ops Manager as and when required

Person Specification

Experience

Essential

• Excellent knowledge of primary care clinical and IT systems
• Exceptional interpersonal skills
• Experience in managing people

Desirable

• Experience of working in a GP practice
• Experience of rota management

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

GPS Healthcare

Address

Tanworth Lane Surgery

Tanworth Lane

Shirley

Solihull

West Midlands

B90 4DD

Employer's website

https://www.gpshealthcare.co.uk/ (Opens in a new tab)