Team Manager

Job description

Job responsibilities

• Responsible for the day-to-day management of the reception administration teams, ensuring their associated roles and tasks are carried out in accordance with agreed procedures, protocols and time-scales, reporting to the Practice Manager as necessary.
• Responsible for delegating, overseeing and managing the workload of the Receptionist/Administration as well as providing support and training to these staff.
• Responsible for monitoring the Phone dashboard and calls
• Responsible for the management of the clinical rota ensuring there is a minimum of 4 weeks of rota's on the EMIS system and sufficient cover on rota's, to amend and update where required.
• Responsible for all reception / Admin authorisation of annual leave, ensuring at all times there is sufficient cover.
• Responsible for the Reception Staff Rota and extended Hours rota reception / Admin and to include GP and Nurses
• Responsible for ensuring the smooth running of all designated Reception/ Admin areas.
• Responsible for up to date Care Navigation to support the reception / Admin team and update any documentation regularly.
• Work closely with the Clinical staff, Practice Manager and Senior Partner
• To offer general support to the practice team and project a positive, friendly and professional image to patients and other visitors, either in person or via the telephone.
• To carry out receptionist duties when required/necessary to do so and to muck in with the team when short staffed or in periods of absences
• To pro-actively work to diffuse complaints at an early stage at Reception.
• To facilitate effective communication between patients, members of the Primary Care team, Secondary Care and other associated healthcare agencies.
• To work with the Practice Manager to ensure that the Practice fulfils its CQC requirements and staff receive all necessary training.
• To manage the various appointments screens on a daily basis.
• Assist the Practice Manager in updating all policies and procedures relating to the Practice where required.
• To assist the Senior Partner with Qof and Qof Plus work (Adhocly)
• Health and Safety lead and responsible for all health and safety and keeping Team Net Updated
• Support the Practice Manager with Project Work as and when required
• Job responsibilities
• • Ensure adequate staffing levels are covered with the Reception Rota
  • Deal with general day-to-day queries from staff members.
  • Deal with general telephone enquiries from patients and general public.
  • Manage bereavements, Nurse Clinics and over see overall work
  • Work closely with the Practice Manager and others to evaluate staffing establishment and training requirements associated with Reception and admin teams.
  • Manage the various appointments, visit and other books in line with agreed policies.
  • Support the GP Partner with any clinical Coding as and when required
  • Ensure all visitors are signing in and out following Practice procedures.
  • Continually assess and evaluate systems, recommending changes and improvements to the Practice Manager as appropriate.
  • Promptly notify relevant staff of deliveries received, following all Practice guidance and ensure the deliveries are dealt with in a timely manner and put away by a designated staff member.
  • Actively ensure all Reception areas, meeting rooms, kitchen spaces, waiting areas and medical records storage areas are kept free of clutter, clean and tidy. (This is everyones responsibility)
  • Make sure with staff that the close down of the Practice is adequately completed following all protocols and that the clinical rooms are left clear and tidy with no patient data.
  • Ensure all issues raised by other staff are investigated and dealt with and reported to the Practice Manager.
  • Identify areas where further training/systems/improvements are needed and ensure action is taken and changes implemented.
  • Take responsibility for the security of prescriptions, including the receiving of deliveries, storage and any Invoices given to Practice Manager
  • Carry out staff updates at Practice opening times and shift handover and update the Reception communication board regularly.
  • Follow all reasonable management requests from the Practice Manager or Senior partner.
  • Prepare Agenda for Reception / Admin Meeting, lead and take minutes to circulate and upload on Team Net.
  • Oversee the processing of repeat prescriptions and staff workloads
  • Assist the Practice Manager with the PPG (Patient Participation Group and attend meetings)
  • Support the Admin Team with Medical Reports, Path Links, Recalls, Searches and new Registrations (where necessary)
  • To ensure staffing levels are covered in any absences and a designated staff member or yourself can mulitskill with admin tasks so all work is completed.
  • Support Admin in the responsibility for assisting with Smartcard issues and queries in admin in staff absence.
  • Responsible for the 6 week baby immunisations adding onto the Clinical Rota
  • Human Resources
  • Take responsibility for the operational line management of staff working in the reception and administrator / Secretarial roles.
  • Carry out the reception and administrator teams annual appraisals and, their return to work interviews after short periods of sick or other leave alongside the Practice Manager
  • Involvement in the recruitment process for new members of the reception and administrator teams, from evaluating staffing requirements through to the employees Induction.
  • Develop, arrange and carry out/oversee staff induction, training and development opportunities for the reception and administrator teams, liaising with the Practice Manager to ensure staff are appropriately trained to fulfil their roles and to maximise opportunities for motivating staff to fulfil their potential.
  • Deal with change of hours requests in conjunction with the Practice Manager / Senior Partner.
  • Work closely with the Practice Manager and Senior Partner to involve staff as appropriate in the introduction of any change.
  • Assisting with Disciplinary and Grievance procedures, this could include investigations, meetings and note taking if applicable.
  • Take responsibility for cross line management when the Practice Manager is absent, ensuring line management duties are carried out and any other duties required.
  • Organise and manage inductions for new staff in the reception and administrator teams.
  • Assist the Practice Manager in ensuring all policies and procedures are up to date relating to Reception and administrator teams, ensuring that all relevant staff have read the policies.
  • Deal with requests for annual leave/TOIL/time off for other reasons, authorising or rejecting any requests in line with the Staff Handbook and in discussion with the Practice Manager as appropriate.
  • Assist the Practice Manager with the PPG (Patient Participation Group and attend meetings)

  Finance

  • Take responsibility for ensuring all petty cash, receipts are taken and stored safely
  • Producing a monthly petty cash spreadsheet.
  • Ordering appropriate stock

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

  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.

  Health & Safety

  • The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:
  • Using personal security systems within the workplace according to practice guidelines
  • Testing and Operating the Fire Alarm weekly
  • Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
  • Making sure all 6 monthly and annual checks are updated and uploaded into team net
  • Making effective use of training to update knowledge and skills
  • Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
  • Reporting potential risks identified.
  • Reporting all Datixs and near misses to Practice Manager

Person Specification

Qualifications

Essential

• English and Maths GCSE grade C or above.

Experience

Essential

• Good sickness record (e.g. max 3 events in last 12 months).
• Good communicator (verbal & written) both upwards and downwards, using a wide range of media I.e. Phone, Email or Face to Face
• Good standard of education with excellent literacy and numeracy skills.
• Ability to work autonomously and initiate / self-direct own workload.
• Evidence of the ability to grasp new concepts and work on a self-directed basis.
• Experience of Managing a team
• Experience of dealing with Complaints
• Excellent Leadership Skills
• Adaptable, innovative and forward thinking
• Hard working, reliable and resourceful. Ability to use own judgement and common sense.
• Confident in decision making with proven problem-solving skills.
• Confident, assertive and resilient.
• Ability and skills to manage and motivate staff.
• Ability to work within a management team.
• Ability to deal with external organisations at all levels
• Ability to carry out staff appraisals.
• Knowledge and skills of line management including being involved in recruitment, staff training and being able to motivate a team.
• Excellent leadership skills.
• Over 6 months experience in a management role. (Managing a team)
• Experience of chairing meetings, producing agendas and minutes.
• Ability to carry out complex administration and record keeping in an office environment.
• Ability to understand and learn new software and administrative procedures.
• Accurate and thorough approach.
• IT literate, including experience in using Word and Excel at intermediate level, proficient at using email and the internet.
• Ability to work in a changing environment and work under pressure.
• Experience of dealing with members of the public

Desirable

• Experience in General Practice
• Experience of using EMIS software
• Experience of analysing Data and producing reports

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

Duncan Street Primary Care Centre

Address

Duncan Street

Blakenhall

Wolverhampton

WV2 3AN

Employer's website

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