Reception & Patient Liaison Lead

Job description

Job responsibilities

JOB TITLE: Reception & Patient Liaison Lead

HOURS OF WORK: 37.5 hours per week

REPORTS TO: Chief Operations Officer

Overview of the role:

To work within a team of management Leads, and working closely with the clinical Partners, in a large, modern GP surgery. The post-holder will be supported by a Receptionist Supervisor to carry out aspects of the role related to management of the reception team.

Location of work

The Reception Team Lead will be based at the main Practice site (266 Upper Richmond Road) however in exceptional circumstances the responsibilities may extend to arranging for the reception cover of the branch site(s) which currently includes the Student Medical Centre at Roehampton University and therefore the Lead will need to liaise with colleagues working in branch sites.

Collaborative and autonomous working

The Reception Team Lead will:

work autonomously and effectively to meet all necessary deadlines

Communicate with team members, patients, carers, tenants and third parties in a professional and timely manner at all times.

assist in CQC and other external inspections as required

be accountable for the work streams and responsibilities outlined in this document

work in collaboration with staff at the branch surgery to ensure patient liaison activities are met in a timely manner

offer support to colleagues and help with additional work streams occasionally when unforeseen and exceptional circumstances arise

attend Lead or Partners meetings during working hours

work closely with the Partners and Leads to ensure they are updated on current, planned and unforeseen issues

act as mediator in situations involving conflict as required

To work collaboratively with the other management Leads to ensure the smooth running of the practice

To cover extended hours at the practice 07.30 18.30 on a Rota basis with the other management Leads

Duties & responsibilities

1. Recruitment

To work collaboratively and lead jointly with the HR Lead in the recruitment process for all receptionists

Ensure HR, Rota and Finance leads are given all necessary information in good time to support the reception team recruitment

To develop recruitment packs in conjunction with the HR Lead

Ensure all necessary HR information for reception staff and Care Coordinators is complete and up-to-date in line with external guidance and CQC

2. Significant Event Reviews

Manage and complete SEA investigations in collaboration with all other parties involved

Share SEA information with external organisations as necessary, to include the escalation of serious incidents with NHSE in collaboration with the GP SEA lead

Act as the main point of contact for all non-clinical SEAs

3. Organisational feedback

Manage all feedback received from patients and external parties

To identify themes arising from feedback and work with patient groups or practice team to address themes

Share feedback with the team as necessary

Ensure timely high quality formal written responses are sent to individuals who have provided feedback including online reviews.

4. Patient engagement activities

Promote a culture of patient-centered care at all times and help develop a deeper understanding of the importance of patient engagement across the organisation

Take a lead in implementing changes as proposed by patients where possible

Chair Patient Participation Group (PPG) meetings and act as the main liaison point for the PPG members

5. Personal absence, leave & cover

Ensure the Standard Operating Procedure for this role is easily accessible by colleagues during periods of planned or unplanned absence from the premises

Ensure adequate cover is in place for periods of planned leave

Remain easily contactable during working hours and inform staff when off-site with instructions of how to seek advice for urgent matters

Ensure adequate handover and necessary training has taken place when on leave

6. Support for the Partners

The post holder will research, monitor, produce and/or type any documentation for the Partners that pertains to clinical and administrative matters related to the practice. On occasions these matters may fall outside of the remit of work streams outlined in this document. These must be presented in an accurate, neat and timely fashion within deadlines provided specific to each occasion

7. Induction and Training of reception staff

Ensure you are competent in all reception tasks, duties and can support cover if required

Undertake full induction and training for all new receptionists in collaboration with the Reception Supervisor and undertake an assessment of competencies in relation to all reception procedures and processes

Ensure all mandatory and regulatory training has been undertaken at the start of employment and keep a record of all training

Ensure all receptionists have a formal one-to one review at the end of their induction and probation periods

8. Ongoing Supervision, Training, Mentoring and Support

In collaboration with the Reception Supervisor ,continue ongoing supervision, mentoring and support of all receptionists after their induction and probation period in relation to all of their roles

Work behind reception regularly to maintain own skills and observe the practice of others

Arrange regular reception training update sessions

9. Appraisals

Undertake a formal annual individual appraisal for all receptionists

10. Performance Management

Act as immediate line manager to all receptionists and Care Coordinators

Address performance management issues early and promptly, in keeping with regulatory and practice policy

Seek early advice from the HR & Rota Lead for all matters relating to performance management

Maintain up-to-date knowledge of HR policy in relation to the performance management of receptionists

Ensure accurate, detailed, objective and timely electronic documentation is kept of all issues relating to performance of receptionists including the actions taken

Notify the HR Lead and Partners of all potential grievance issues

Manage matters relating to grievance in collaboration with the HR Lead and Partners

11. Complaints

Manage all formal complaints received by the practice and ensure all complaints are dealt with in keeping with practice, statutory, legal and best practice guidelines

Act as the main point of contact in the organisation for all formal complaints

Support the clinical Complaints Leads with administrative function, co-ordination and support

12. Assessment, analysis and improvement of Reception systems, processes & policies

Work in collaboration with the IT Lead to ensure that the practice telephone system is operational throughout the day and during practice closure.

Monitor activity on the online triage system (AccuRX) and ensure that all reception staff are trained in the use of this tool. Ensure that workflow through this tool is managed effectively on a daily basis.

Maintain patient registration policies and monitor patient turnover and capitation. Share this information regularly with the reception team and other Leads

Implement systems to regularly analyse, assess, improve and update reception processes, policies and procedures

Provide and share regular audits of reception related tasks such as call handling times, demand on telephone lines and dropped calls. Take action to improve in these areas as required

Regularly monitor efficiency of works streams and outputs on all processes including new patient registrations, Docman EPS, processing of FP69s, FP22s, summarising, Summary Care Records, script processing and Electronic Discharge Summaries and implement changes to improve quality and efficiency

13. Managing Processes and Policies

Ensure robust policies and process are in place for SEAs, complaints, dealing with organisational feedback and Patient Participation Initiative (PPI) activities

Chair regular team meetings to discuss SEAs, complaints, feedback and PPI suggestions

Undertake and share regular audits in relation to the feedback, SEAs or complaints received and demonstrate organisational change as a result

Ensure timely responses to media feedback forums such as NHS Choices

Work with IT, Reception and team leads to ensure the practice website and patient-related information throughout the building and on-line is accurate, update and representative of the services offered

14. Rota

Liaise with the Rota Lead regularly to ensure the reception Rota meets the operational needs of the Practice

15. Team meetings & Reception representation

Arrange and lead regular reception and Care Coordinator team meetings and discussions

Ensure adequate minutes are taken for each meeting and shared with all receptionists

16. Reception areas

Undertake daily walk round inspections of all reception areas

17. Flexibility & additional evolving responsibilities

To carry out other duties that are required within the role as it evolves within the development of the organisation

The post holder is required to carry out any duties that may reasonably be requested by the Partners

This Job Description is neither exhaustive nor exclusive and will be reviewed periodically in conjunction with the post holder.

Person Specification

Qualifications

Essential

• GCSE grade A to C in English and Maths

Experience

Essential

• Experience of working in a GP practice
• Excellent supervisions skills
• Excellent communication skills in keeping with leadership & training
• Effective listening
• Excellent standard of written communication
• Excellent grammar, spoken language & verbal skills
• Managing complex professional inter-personal difficulties
• Managing conflict
• Ability to give effective feedback
• Ability to defuse high emotions effectively & professionally
• Effective leadership skills
• Excellent training, teaching and mentoring skills
• Ability to undertake learning needs assessment and assessment of competency
• High standard of IT skills including emailing & use of Microsoft Excel & Word
• Ability to use EMIS

Desirable

• Ability to use other Primary Care related IT databases

Key Attributes

Essential

• Approachable
• Empathic
• Learner-centered
• Passionate about supervision, training, development and learning
• Self-motivated
• Able to engender authority, trust & respect
• Ability to undertake highly detailed and accurate work
• Methodical
• Non-judgemental & impartial
• Able to work within clear personal and professional boundaries at all times
• Team orientated
• Able to complete & finish tasks to a high standard effectively within clear deadlines
• Able to prioritise work streams effectively
• Organised
• Able to manage time efficiently
• Able to work under pressure

Core Knowledge

Essential

• Up to date knowledge of relating to Human Resources in particular recruitment, employment, contracts & grievance policies and guidelines in relation to the practice
• Knowledge of adult learning principles
• NHS Significant Event Processes & guidelines
• NHS complaints processes & guidelines
• NHS patient feedback processes & requirements
• Patient Participation and Engagement Initiative requirements
• CQC information in relation to aspects of the role as outlined in the Job Description

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

Putneymead Group Medical Practice

Address

266 Upper Richmond Road

Putney

London

SW15 6TQ

Employer's website

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