Job responsibilities
The list of duties listed is not exhaustive and may be subject to change as deemed necessary.
To fully supervise the Reception team including; assisting and guiding Reception staff, ensuring that all front line services run smoothly at all times, providing front desk and telephone cover.
Assess the Reception workload, prioritise and allocate/delegate appropriately to members of the Reception team, ensuring all deadlines are met and administrative items are kept up-to-date.
Ensure opening up/locking up procedures of the premises are maintained and adhered to.
To initiate and develop new ideas on Reception organisation, working with the Deputy Practice Manager.
Ensure that the waiting rooms are kept clean and tidy and maintaining this 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 promote team working and encourage development of the Reception team within a positive working environment, acting as a role model, supporting and motivating team members and promoting good staff relations.
Work with the Deputy Practice Manager to produce weekly staff rotas to ensure staffing levels are adequate at all times, including late evening shifts. Inform the Deputy Practice Manager of any anticipated difficulties with cover.
Ensure practice policies and procedures are followed and adhered to by all members of the Reception team and inform the Deputy Practice Manager of any issues arising.
Ensure the Reception team is made aware of and trained in any changes in Reception protocols and procedures, with particular attention to patient confidentiality issues.
Work with the Deputy Practice Manager to ensure that Personal Learning Plans for the Reception 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 work with the Lead Administrator to sign off any other training for the Reception team.
Work with the Lead Administrator to keep the Induction pack up-to-date.
Carry out general Reception duties as per Reception job description.
Ensure stock control/supplies within Reception are adequate and report any shortage to the Deputy Practice 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 Deputy Practice Manager.
To ensure appropriate handover/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 Deputy Practice Manager to discuss any Reception 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 Deputy Practice Manager.
To ensure all Reception/Admin staff complete their mandatory training annually and liaise with the Practice Manager with updates.
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 Deputy Practice Manager/Lead Administrator.
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 Deputy Practice 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 Deputy Practice Manager
To attend relevant Practice staff meetings, away days and training days as appropriate.
To assist the Reception Manager and ensure cancelled clinics are appropriately delegated and dealt with by the Reception 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 Reception staff and report these to the Deputy Practice Manager.
To monitor and record holiday requests and validate overtime (paid or lieu) for Reception 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 understand and act upon the prompts (QOF/Pink box) in patients notes.
To develop, implement and embed efficient Reception processes and procedures.
To ensure the originals of scanned documents are destroyed on a rolling 3 month basis (to be introduced).
To assist the Lead Administrator to co-ordinate training and staff inductions, ensuring they are completed by the appropriate deadlines.
To act as a role model for Reception staff, supporting, motivating and promoting good staff relations.
To act as Holiday Manager for the Reception team.
To perform Reception Staff appraisals annually, with the Deputy Practice Manager.
To address any poor performance with the Receptionist concerned and liaise with the Deputy Practice Manager to plan any remedial actions.
Use Practice Index to record any absence, holidays or training.
Liaise with the Practice Manager concerning staffing and organisation of work, suggesting improvements where appropriate.
Conduct Return to Work interviews with the Lead Administrator and staff returning from sickness absence, document the meeting and record in employees HR file
The post holder will recognise the importance of effective communication within the team and will strive to:
Communicate effectively with all team members.
Communicate effectively with patients and carers.
Communicate effectively with Out of Hours Clients and Locums.
Recognise peoples needs for alternative methods of communication and respond accordingly.
Communicate on a proactive basis, as well as a responsive basis.
Assist with the gathering of statistics and information when required.
Provide cover for members of the support team during periods of absence
Carry out administrative tasks as delegated by clinicians and non-clinical staff.
Any working issues identified should be proactively brought to the attention of the relevant person, or escalated appropriately.
Manage and prioritise own workload.
To ensure safeguards are robustly followed, in order to minimise errors and reduce risk.
Any other tasks allocated by Managers.
The post-holder will strive to maintain and improve standards within the Practice, and will proactively:
Alert other team members to issues of quality and risk.
Assess own performance and assume accountability for their own actions, either directly or under supervision.
Contribute to the effectiveness of the team, by reflecting on their own and the teams activities, and making suggestions on ways to improve and enhance the teams performance.
Work effectively with individuals in other agencies to meet patients needs.
Effectively manage own time, workload and resources.
The post-holder will:
- Apply practice policies, standards and guidance.
- Discuss with other members of the team how the policies, standards and guidelines will affect their work.
- Participate in audits where appropriate.
- Work closely with the Practice Manager.
- Hold fortnightly meetings with the Practice Manager, and provide updates in all the above areas.
- Assist the Practice Manager and Deputy Practice Manager, as and when required, with other jobs.
