Job responsibilities
Working
under the direction of the Practice Manager, manage the Reception and administration
(including care coordinators) and support operations of the practice, ensuring
staff achieve their primary responsibilities, providing ongoing support and
ensuring they deliver their duties to a high standard. This involves supporting
the Patient Services Lead in day-to-day management and problem-solving of the
non clinical team.
Line
manage reception and administrative staff, supporting staff development,
providing guidance and direction, ensuring staff are up to date with mandatory
training and completing staff appraisals as required.
Ensure
staff are performing to the requirements of their role and expectations managing
their performance and supporting staff in their learning needs.
Identify training needs for the
team and develop or source relevant training programs.
Create and maintain rotas for the
reception and administration staff.
Review and update administrative
and reception policies and procedures to ensure compliance with regulations.
Collaborate with the management
team to compile practice reports and develop a strategic plan.
Design, implement, and refine
efficient office processes to enhance efficiency and comply with relevant legislation.
Act as the primary contact for
external organizations, including the police, solicitors, DVLA, and others.
Manage temporary staff recruitment
to maintain adequate cover during staff absences.
Update the appointment system to
reflect staff leaves and absences.
Provide initial guidance and
support to patients initiating verbal complaints.
Oversee all deliveries to the
practice, ensuring adherence to the cold chain policy where applicable.
Assume the role of the building
fire marshal, maintaining evacuation lists and managing the visitor's log.
Management of the petty cash and
ensuring accurate record keeping as well as reporting to the managing partner
on a monthly basis.
Working alongside the Practice
Manager and HR to manage sickness absence amongst the administrative and reception
teams, carrying out return to work meetings and managing high sickness absence
levels.
Ensure staff are following
practice policies, protocols and procedures and where necessary, conduct performance
reviews
Investigating complaints directly
linked or connected to the front of house and back office administrative
functions supporting the Practice Manager in responding to complaints in a
timely and effective manager
Set targets for achievement on
reception and administrative work such as telephone answering, document management
etc and work with the management team in managing risk and reward.
To organise regular staff meetings
with the teams and ensure topics are relevant as well as cover all areas of
compliance within the practice relevant to front of house and back office
functions.
To ensure learning from complaints
and continuous improvement.
To take key responsibility for excellent
customer services and ensure excellent patient experience. This would involve
regular monitoring and auditing of staff interaction with patients and recognizing
areas of improvement.
Ensure a culture of professionalism
is maintained within the practice and holding oneself and others to account.
Ensure staff follow the practice
code of conduct.
Working as part of the team and
carrying out reception, admin and care coordinator functions.
Provide IT support as and when
required.
Secondary Responsibilities
Deputise for the Practice Manager
during their absence (as required).
Participate in audits as directed
by the audit lead.
Prepare meeting agendas, record
minutes, and support the Practice Manager with website and social media
management.
Monitor and promote the Friends
and Family Test to gather patient feedback.
Champion continuous improvement
initiatives, encouraging staff participation and suggestions.
Assist with achieving QOF (Quality
and Outcomes Framework) targets.
Schedule and take minutes for
Patient Participation Group meetings.