Job responsibilities
Leadership & Team Management
To
provide day-to-day support, leadership, first line management and guidance for
the practice reception team, ensuring an efficient and professional manner is maintained
and to provide cover to the reception team when needed.
- Line
management of the reception team including regular team meetings, 1-2-1s,
appraisals, and performance reviews.
- Implement staff development plans based on performance
reviews.
- Managing
reception staff rotas and arranging staff cover. Looking at any gaps in the rotas to cover the
reception team and arranging appropriate cover.
Assist in the management of annual leave requests.
- Recruit,
induct and train new reception and administration staff.
- Manage staff absence management, including return-to-work
interviews and absence review meetings, escalating where appropriate.
- Support
staff during demanding situations, providing help and guidance where necessary.
- Act
as a point of contact for staff and patients queries and concerns.
Operational & Administrative Responsibilities
-Oversee
reception and administrative duties to ensure efficient operations.
- Ensure
the smooth running of the reception area, clinics, and patient waiting areas
Regularly reviewing progress of the clinics.
- Allocate
daily tasks to the reception team and monitor completion.
- Support
appointment system management, including adding/updating clinical and non-clinical
rotas in SystmOne when needed.
- Ensure
all clinical rooms are prepared daily and maintained to a high standard. Making
sure correct disposal of clinical waste, restocking of stationary, clinical,
and other supplies
- Responsible for patient
registrations and deductions including EDI links.
- Making sure all registration packs
are current and up to date with the correct patient information. Daily
monitoring of the EDI links actioning registrations, deductions and changes to patient
records included patient deaths.
- Management of repeat prescribing.
Ensure that all staff are trained and competent in dealing with repeat
prescribing. To action any electronic patient requests.
- Assist
with referrals via the ERS system when needed. Monitoring
the Choose and Book system for errors and actions for outgoing referrals.
Making sure all electronic/paper referrals are kept up to date with any changes.
Patient Interaction & Service Quality
- Ensure reception staff provide a high quality, patient
focused service.
- Greet patients and handle inquiries in a polite and
courteous manner.
- Oversee telephone management systems, ensuring calls are
answered efficiently by the reception team and issues are addressed
professionally.
- Address patient complaints related to reception
services, investigating, and responding appropriately.
- Act as a liaison between, patients, clinical and non-clinical
staff.
Compliance & Governance
- Support management in the running of elements and/or
services within the practice e.g. compliance with CQC.
- Manage and report safeguarding concerns in accordance
with policy and procedures.
- Utilising
auditing tools as a means of evaluating the quality of the work of self
and the team, implementing improvements where required.
- Ensure data protection
and confidentiality standards are upheld, following Caldicott guidance and
GDPR.
- Participate in
quality assurance and audits, ensuring compliance with NHS and local
requirements.
- Manage, review,
and identify learning from complaints, incidents and near-miss events
relating to the practice, team, and self.
- Awareness of
statutory safeguarding, notification processes and local guidance for
children/vulnerable patients, applying relevant policies and legislation
to protect them.
- Ensure
compliance with policies, procedures and guidelines for self and others,
by acting or alerting senior management team if the practice appears to
contravene policy, or if there are concerns over any aspect of patient
care.
- Work with the management team to identify areas for
improvement and assist in change management where appropriate.
- Support the monitoring and documentation of quality
outcome targets within the practice (including QOF) and using IT systems
and software.
- Maintain an
awareness of the Freedom of Information Act.
Training & Development
-Deliver staff
training and development, ensuring all reception and administration team
understand their roles and responsibilities. Including conducting ongoing
training sessions on new systems, policies, and operational updates.
- Subject to a
performance review, including taking responsibility for maintaining a
record of own personal and/or professional development.
- Encourage a
learning culture within the reception and administration team.
- Attend staff meetings and Practice
learning times, as necessary.
Equality, Diversion & Inclusion
-The post-holder will support, promote,
and maintain the Practices Equality & Diversity Policy.
- No person whether they are staff,
patient or visitor should receive less favourable treatment because of their
gender, ethnic origin, age, disability, sexual orientation, religion etc.
-Ensure services are delivered
inclusively, ensuring equality of employment and that services are delivered in
ways that meet the individual needs of patients and their families.
Health & Safety
-The
post-holder will manage their own and others health & safety and
infection control as defined in the Practices Health & Safety Policy,
the Practice Health & Safety Manual, and the Practices Infection
Control Policy and published procedures.
- Comply with
Practice health and safety policies by following agreed safe working
procedures.
- Actively
reporting of health and safety hazards and infection hazards immediately
when recognised.
- Keeping work and general areas clean and tidy,
and using appropriate infection control procedures to keep work areas
hygienic and safe from contamination.
- Undertaking periodic infection control
training (minimum annually)
- Awareness and compliance with national
standards of infection control, hygiene, regulatory / contractual /
professional requirements, and good practice guidelines.
- Reporting incidents using the organisations
Incident Reporting System
- Using personal security systems within the
workplace according to Practice guidelines
- Making effective use of training to update
knowledge and skills.
- Maintain patients, staff and
visitors safety and security within reception waiting areas.
- Maintain the tidiness, safety and
security of the patient waiting areas.
Additional Responsibilities
-Open or secure building as
required and ensure all security procedures are completed (Out of Hours
telephone arrangements, securing prescriptions and records, switching on/off
computers, securing doors/windows, setting/unsetting alarm)
- It is recognised that the requirements of the role are constantly
changing & evolving due to the significant nationally led changes within
the NHS & within Primary Care
This document is therefore intended to illustrate
the scope and responsibilities of the post, is not intended to be exclusive and
will be reviewed regularly.
