Reception/Admin Team Leader
This job is now closed
Job summary
Job summary:
Manage the reception area, lead PCAs in reception and admin duties to ensure the smooth running while providing administrative support to the Operations Manager.
Main duties of the job
Organise weekly PCA working planner/rotas, co-ordinate leave requests for staff within own team.
Record any sickness leave reporting to the operations manager for payroll.
To ensure the relevant stock is available for the team.
About us
We are a large, training practice of over 20,000 patients and over 45 staff.
We strongly believe in helping our staff be the best they can be. We will help you grow and support you professionally with in-house teaching and regular feedback. And we will pay for suitable courses to help you develop - with 50% of staff in all departments currently taking part in training courses.
Staff welfare is important. We pride ourselves in team building and creating a happy working environment.
Details
Date posted
22 July 2024
Pay scheme
Other
Salary
£15.50 an hour
Contract
Permanent
Working pattern
Full-time
Reference number
A2871-24-0003
Job locations
20 Market Street
Hyde
SK14 1AT
Job description
Job responsibilities
Job responsibilities:
Organise weekly PCA working planner/rotas, co-ordinate leave requests for staff within own team.
Record any sickness leave reporting to the operations manager for payroll.
To ensure the relevant stock is available for the team.
Patient services
Action verbal complaints raised in reception in accordance with practice complaints policy and evaluate suggestions.
Ensure the monthly health campaign board and mandatory notices are up to date in the waiting room.
Employed staff
Provide reception and admin training and ongoing reviews.
Ensure practice policies are followed and accurate records are kept, with particular reference to - appointments, messages, visits, incoming post, new patient registrations, repeat prescriptions, filing systems, births and deaths.
Liaise with the operations manager concerning staffing issues and organisation of work
Fire protocols
Administration
Attend staff meetings, participate in the rota to chair and ensure minutes are taken / approved and cascaded in a timely manner
Oversee appointments, patient access, telephone call monitoring, registrations, summarising, deductions, Docman filing, read coding, ensuring referrals are completed in timely manner.
Authorise overtime for staff with initial consultation with the operations manager
Action emails from outside services
Sending message campaigns when required
Daily workforce planning reports to the ICB
Setting up of cross organisational appointments to allow services i.e., NHS111 to book directly.
Information technology
Have full understanding of EMIS, Docman and AskmyGP systems.
Have a working knowledge of all software and hardware.
Approach IT issues while consulting with the operations manager.
Train PCA staff in use of systems i.e., T quest, MJOG, Accurx, AskmyGP
Building
Have a clear understanding of telephone systems, daytime and out of hours.
Hands-on maintenance reporting as required e.g., plumbing and cleaning and the business continuity plan.
Assist with remodelling and room moves as required.
Update the weekly room rota ensuring appropriate rooms are available for clinicians.
Information
Ensure communication systems are running smoothly, and all staff are kept fully informed of changes in procedures within the department.
Assist with production and upkeep of practice procedures manual.
Manage paperwork systems, including prescriptions.
Ensure staff (PCA) are addressing the QOF prompt boxes.
Ensure staff (PCA) are checking correct patient data on the system i.e., contact numbers
Other Tasks
Assist with Health and safety including receiving visitors.
Cover staff if necessary and assist on reception/phones/tasks as and when required to support the team
Confidentiality:
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
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. To ensure the privacy and confidentiality of all patient identifiable information at all times.
Health & safety:
The post-holder will implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures.
This will include (but will not be limited to):
Ensuring the PCA team adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management.
Ensure the reception and waiting area is kept clean and tidy.
Maintaining an up-to-date knowledge of health and safety and infection control (statutory and best practice guidelines) and ensure implementation across the business.
Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business.
Making effective use of training to update knowledge and skills and initiate and manage the training of others.
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiating remedial / corrective action where needed
Actively identifying, reporting, and correcting health and safety hazards and infection hazards immediately when recognised.
Keeping own work areas and general / patient areas generally clean, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers.
Ensure the team have a clear desk policy and information governance i.e., removing smartcards / locking of screens is adhered to.
Demonstrate due regard for safeguarding and promoting the welfare of children.
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/professional development:
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality:
The post-holder will strive to maintain quality within the practice, and will:
Alert other team members to issues of quality and risk
Assess own performance and take accountability for own actions, either directly or under supervision
Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
Work effectively with individuals in other agencies to meet patients needs
Effectively manage own time, workload, and resources
Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to:
Communicate effectively with other team members, patients, and carers.
Recognise peoples needs for alternative methods of communication and respond accordingly
Contribution to the implementation of services:
The post-holder will:
Apply practice policies, standards, and guidance.
Discuss with other team members how policies, standards and guidelines will affect own work.
Participate in audits where appropriate.
Job description
Job responsibilities
Job responsibilities:
Organise weekly PCA working planner/rotas, co-ordinate leave requests for staff within own team.
Record any sickness leave reporting to the operations manager for payroll.
To ensure the relevant stock is available for the team.
Patient services
Action verbal complaints raised in reception in accordance with practice complaints policy and evaluate suggestions.
Ensure the monthly health campaign board and mandatory notices are up to date in the waiting room.
Employed staff
Provide reception and admin training and ongoing reviews.
Ensure practice policies are followed and accurate records are kept, with particular reference to - appointments, messages, visits, incoming post, new patient registrations, repeat prescriptions, filing systems, births and deaths.
Liaise with the operations manager concerning staffing issues and organisation of work
Fire protocols
Administration
Attend staff meetings, participate in the rota to chair and ensure minutes are taken / approved and cascaded in a timely manner
Oversee appointments, patient access, telephone call monitoring, registrations, summarising, deductions, Docman filing, read coding, ensuring referrals are completed in timely manner.
Authorise overtime for staff with initial consultation with the operations manager
Action emails from outside services
Sending message campaigns when required
Daily workforce planning reports to the ICB
Setting up of cross organisational appointments to allow services i.e., NHS111 to book directly.
Information technology
Have full understanding of EMIS, Docman and AskmyGP systems.
Have a working knowledge of all software and hardware.
Approach IT issues while consulting with the operations manager.
Train PCA staff in use of systems i.e., T quest, MJOG, Accurx, AskmyGP
Building
Have a clear understanding of telephone systems, daytime and out of hours.
Hands-on maintenance reporting as required e.g., plumbing and cleaning and the business continuity plan.
Assist with remodelling and room moves as required.
Update the weekly room rota ensuring appropriate rooms are available for clinicians.
Information
Ensure communication systems are running smoothly, and all staff are kept fully informed of changes in procedures within the department.
Assist with production and upkeep of practice procedures manual.
Manage paperwork systems, including prescriptions.
Ensure staff (PCA) are addressing the QOF prompt boxes.
Ensure staff (PCA) are checking correct patient data on the system i.e., contact numbers
Other Tasks
Assist with Health and safety including receiving visitors.
Cover staff if necessary and assist on reception/phones/tasks as and when required to support the team
Confidentiality:
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
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. To ensure the privacy and confidentiality of all patient identifiable information at all times.
Health & safety:
The post-holder will implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures.
This will include (but will not be limited to):
Ensuring the PCA team adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management.
Ensure the reception and waiting area is kept clean and tidy.
Maintaining an up-to-date knowledge of health and safety and infection control (statutory and best practice guidelines) and ensure implementation across the business.
Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business.
Making effective use of training to update knowledge and skills and initiate and manage the training of others.
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiating remedial / corrective action where needed
Actively identifying, reporting, and correcting health and safety hazards and infection hazards immediately when recognised.
Keeping own work areas and general / patient areas generally clean, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers.
Ensure the team have a clear desk policy and information governance i.e., removing smartcards / locking of screens is adhered to.
Demonstrate due regard for safeguarding and promoting the welfare of children.
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/professional development:
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality:
The post-holder will strive to maintain quality within the practice, and will:
Alert other team members to issues of quality and risk
Assess own performance and take accountability for own actions, either directly or under supervision
Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
Work effectively with individuals in other agencies to meet patients needs
Effectively manage own time, workload, and resources
Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to:
Communicate effectively with other team members, patients, and carers.
Recognise peoples needs for alternative methods of communication and respond accordingly
Contribution to the implementation of services:
The post-holder will:
Apply practice policies, standards, and guidance.
Discuss with other team members how policies, standards and guidelines will affect own work.
Participate in audits where appropriate.
Person Specification
Experience
Essential
- Either to have previous experience of a team leader or reception managers role in a GP Surgery or to be a highly skilled receptionist in a GP Surgery.
Person Specification
Experience
Essential
- Either to have previous experience of a team leader or reception managers role in a GP Surgery or to be a highly skilled receptionist in a GP Surgery.
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
The Brooke Surgery
Address
20 Market Street
Hyde
SK14 1AT
Employer's website
Employer details
Employer name
The Brooke Surgery
Address
20 Market Street
Hyde
SK14 1AT
Employer's website
Employer contact details
For questions about the job, contact:
Details
Date posted
22 July 2024
Pay scheme
Other
Salary
£15.50 an hour
Contract
Permanent
Working pattern
Full-time
Reference number
A2871-24-0003
Job locations
20 Market Street
Hyde
SK14 1AT