Lead for Reception and Admin Services

Burney Street Practice

The closing date is 23 May 2025

Job summary

Job Purpose:

The post holders main responsibility will be to lead the Reception & Administrative (R&A) staff in order to ensure patient services are delivered smoothly at all times with adequate cover. The Lead, will ensure that contact between members of the public and the Practice are of the highest quality and meet the clinical needs of the Practice. This includes; front desk and telephone services, all back office tasks and day-to-day supervision of R&A staff and associated functions, in accordance with agreed procedures, protocols and time-scales.

The post holder will work closely with the Operations Manager to ensure that R&A staff are continually developing, both as individuals and to meet the continuing changes within the Practice to agreed standards. The post holder will give feedback to the Operations Manager to ensure that all issues are addressed within both Reception and Administrative services and the wider context of Practice development.

Main duties of the job

Job Responsibilities

The list of duties listed is not exhaustive and may be subject to change as deemed necessary.

To fully supervise the Reception and Admin team including assisting and guiding Reception staff, ensuring that front line, back office and telephone services run smoothly.

Assess the Reception and Admin workload, prioritise and allocate/delegate appropriately to members of the team, ensuring all deadlines are met and administrative items are kept up-to-date.

Ensure opening and locking up procedures of the premises are maintained and adhered to, covering yourself when needed.

To promote team working and encourage development of the team within a positive working environment, acting as a role model, supporting and motivating team members and promoting good staff relations.

Ensure practice policies and procedures are followed and adhered to by all members of the Reception and Admin team and inform the Operations Manager of any issues arising.

To carry out the induction of new staff members in a timely manner and to sign off any other training for the team.

To supervise post opening, and scanning of the documents received, ensuring it is completed on a daily basis and in a timely manner.

To hold weekly meetings with the Operations Manager to discuss any Reception and/or Admin issues and action the outcomes accordingly.

About us

Our Practice

Burney Street Practice is one GP Practice that operates from two sites in the Boroughs of Greenwich and Lewisham (less than a 10 minute walk from each other).

The practice is managed by 4 GP Partners, supported by a HR Manager, a Patient Services & Complaints Manager, a Governance Manager and a Operations Manager.

Additional team members are salaried GPs, a nursing team, and administrative and reception team members as well as Primary Care Network and community staff.

What We Require

We are looking for an excellent Lead for Receptionist & Administrator Services. Ideally we would prefer someone who has GP experience or experience of working in a medical environment, but we would still welcome applications from someone who has no experience.

Our ETHOS:

"Caring for our patients, caring for each other, caring for self":

Our MISSION STATEMENT

Our Patients

At the heart of everything we do is a commitment to compassionate care. We prioritise the well-being of our patients by delivering high-quality, personalised healthcare, endeavouring to ensure that every individual feels valued and respected.

Our Staff

As the Partners of the practice, we fully understand and are committed to a duty of care towards our staff.

Our personal well being

By caring for ourselves as individuals, we will become resilient and dedicated to facilitating our ethos.

Our VISION STATEMENT

Our vision is to bring our ethos to life.

Date posted

02 May 2025

Pay scheme

Other

Salary

£15 an hour

Contract

Permanent

Working pattern

Full-time

Reference number

A3762-25-0004

Job locations

48 Burney Street

Greenwich

London

SE10 8EX

The Wallace Health Centre

Clarence Road

Lewisham

SE8 3BX

Job description

Job responsibilities

Job Responsibilities:

The list of duties listed is not exhaustive and may be subject to change as deemed necessary.

To fully supervise the Reception and admin team including assisting and guiding Reception staff, ensuring that front line, back office and telephone services run smoothly.

Assess the Reception and Admin workload, prioritise and allocate and delegate appropriately to members of the team, ensuring all team deadlines are met and administrative items are kept up-to-date.

Ensure opening and locking up procedures of the premises are maintained and adhered to, covering yourself when needed.

To initiate and develop new ideas on Reception and Admin team organisation, working with the Operations Manager.

Ensure that the waiting rooms are kept clean, tidy and safe on a daily basis to ensure no hazardous objects are left in the Reception area i.e. boxes are folded down and put in the recycle bin outside the front of the surgery.

To ensure that name tags, couch rolls and general clinical room administration is fit for purpose at the start and end of the day.

To promote team working and encourage development of the team within a positive working environment, acting as a role model, supporting and motivating team members and promoting good staff relations.

Work with the Operations Manager to produce weekly staff rotas to ensure staffing levels are adequate at all times, including late evening shifts. Inform the Operations Manager of any anticipated difficulties with cover.

Ensure practice policies and procedures are followed and adhered to by all members of the team and inform the Operations Manager of any issues arising.

Ensure the Reception and Admin group is made aware of and trained in any changes in Reception and Administrative protocols and procedures, with particular attention to patient confidentiality issues.

Work with the Operations Manager to ensure that Personal Learning Plans for the team are reviewed regularly to ensure that appropriate training and learning needs are met.

To carry out the induction of new staff members in a timely manner and to sign off any other training for the team.

Work with the Human Resources Manager to keep the Induction pack up-to-date.

Carry out general Reception and Admin duties as per Reception and Admin job description.

Ensure stock control and supplies within Reception and Admin are adequate and report any shortage to the Operations Manager.

To supervise post opening, and scanning of the documents received, including post to host scanning, ensuring it is completed on a daily basis and in a timely manner.

To supervise and ensure the maintenance of incoming medical records so that they are summarised in a timely manner. Any issues are reported to the Operations Manager.

To ensure appropriate handover and communication processes are in place on a daily basis and remind staff who are not adhering to the protocol.

To hold weekly meetings with the Operations Manager to discuss any Reception and or Admin issues and action the outcomes accordingly.

To ensure the room rotas are completed at both sites for the following day. Any issues should be reported to the Operations Manager.

To ensure all staff complete their mandatory training annually and liaise with the Operations Manager and Human Resources Manager with updates.

Services for Patients

To ensure information in the waiting rooms is accurate and up-to-date, and liaise with those responsible for the noticeboards where appropriate.

To ensure telephone calls are answered in a timely manner by Reception, monitoring waiting times and queue length and reporting any issues to the Operations Manager.

To deal with both general telephone enquiries from patients and the general public, and the more complex enquiries from patients, as well as supporting the team with more challenging phone calls.

Ensure the patient check-in system is accurate, reflecting clinicians whereabouts on any given day, including information on locum doctors or nurses.

To identify and troubleshoot problems that will affect the services offered to patients, reporting them to the Operations Manager as necessary.

To ensure the Home Visit book is completed by both Reception staff and the clinician visiting the patient, and that the correct patient records are printed and kept ready for the clinician prior to their visit.

To monitor and ensure repeat prescription requests received over the phone, via e-Consult and the collection box are dealt with by the prescription clerk.

Audit the prescription collection boxes, letters and tests drawers and any other collection documents to ensure out of date documents such as prescriptions are destroyed following the Practice protocol. This is to be monitored on a weekly basis and findings reported to the Operations Manager.

General Duties

To attend relevant Practice staff meetings, away days and training days as appropriate, for which time in lieu will be credited if not on your working day.

To ensure cancelled clinics are appropriately delegated and dealt with by the team.

To ensure the front desk is always staffed and that staff are rotated around all functions of Reception front desk, telephones, on-call administration and scanning desk.

To monitor and ensure that patient confidentiality is adhered to and data security is maintained.

To monitor late attendance by staff and report these to the Operations Manager.

To monitor and record holiday requests and validate overtime paid or lieu for Reception and Admin staff, ensuring adequate cover at all times.

To communicate effectively and promptly in response to all enquires using a high level of discretion, tact, diplomacy and empathy in a calm and collected manner, which will ensure a smooth, efficient, friendly and welcoming Practice.

To take accurate messages and relay them to the relevant personnel in the most appropriate manner.

Ensure the building is secure upon exit at the end of the day.

Ensure that all staff within Reception and Admin understand and act upon the prompts QOF Pink box in patients notes.

To develop, implement and embed efficient Reception and Admin processes and procedures.

To ensure the originals of scanned documents are destroyed on a rolling 3 month basis - to be introduced.

Lead and Supervisory Duties:

To co-ordinate training and staff inductions, ensuring they are completed by the appropriate deadlines in association with the HR Manager, and Operations Manager.

To act as a good role model for the team, supporting, motivating and promoting good staff relations.

To act as Holiday Manager for the Reception and Admin team.

To perform Reception Staff appraisals annually, with the Operations Manager.

To address any poor performance with the R&A member concerned and liaise with the Operational Manager to plan any remedial actions.

Use Practice Index to record any absence, holidays or training.

Liaise with the Operations Manager concerning staffing and organisation of work, suggesting improvements where appropriate.

Conduct Return to Work interviews with staff returning from sickness absence, document the meeting and pass to HR Manager, for recording in employees HR file.

Admin Services (not the full list):

To fully understand the New Patient Registration Processes GMS1/GMS3.

Understand FP69s and process them in accordance with the Practice policy.

To ensure DOCMAN, all tasks, triage and internal mailboxes are completed and managed effectively.

To ensure Patient Registrations and Deductions are carried out in a timely manner.

To train Reception staff and ensure they understand the correct Registration processes, along with their Reception duties.

To ensure all staff understand the access to medical records process, safeguarding process and all admin functions relating to clinical admin support.

Please see uploaded full job description and person specification