Reception Team Leader

Weekly staff Rota

Assignment of daily administrative duties

co-ordinate leave requests and ensure cover is in place.

management of the daily workload and guidance on completion

Point of contact for reception team

Point of contact for GPs for reception support

Patient services:

Deal with low level complaints in accordance with practice complaints procedure

Ensure patient information boards are maintained and up to date.

Review and updating of Non-NHS services

Updating and maintaining social media presence

Updating and maintaining the practice website

Support annual Flu Clinics coordinating the administration, patient flow, coding, refusals.

Attend and support coordination of the Patient Participation Group

Finance:

To oversee the recording of petty cash transactions

To ensure patients are aware of the associated charges of private work.

Employed staff:

Provide induction training of new admin staff and ongoing review

Set up non-clinical staff with appropriate IT log ins, e.g. SystmOne, Docman, Accurx, smartcards

Ensure practice policies are followed and accurate records are kept, with particular reference to: appointments, messages, visits, post, and patient registration, repeat prescriptions, filing systems, births and deaths.

Liaise with Practice Manager/Deputy Practice Manager concerning staffing levels and organisation of workload

Inform the Practice Manager immediately of any backlog of work

Liaise with other member of the primary health care team, outside agencies and patient participation group as required.

Audit:

Ensuring the administration team have a fair distribution of workload/that they are covered if they are on annual leave/sickness

Run contract searches and reports, as required and instructed by the management team

Ensure data is consistently entered and run searches to find anomalies as directed by the management team.

Advise the Practice Manager/Deputy Practice Manager of any problems arising from data entry which are otherwise unresolvable

Ensure that clinical audit on SystmOne runs and report any issues to SystmOne promptly to avoid monitoring problems.

Administration:

Assist the Practice Manager/Deputy Practice Manager with the preparation and review of Administrative CQC standards, requirements, policies and procedures.

Completion of weekly staffing rota (4 weeks in advance)

Ensure Friends and Family is completed by ALL admin staff.

Information technology:

Have a full understanding of the design and adjustment of the appointment system

Have a working knowledge of all software and hardware required for use by the practice

Maintain patient information systems

Deal with any IT, telephone or equipment problems including smartcards

Building;

Have a clear understanding of telephone systems, daytime and out of hours

Monitor and report maintenance as required, e.g. Fire Tests, IT Updates

Assist with re-modelling and room moves as required.

Understand security measures and safe systems in the building.

Report any faults to CHP as necessary.

Ensure all staff and new starters are aware of Fire tests and evacuation procedures

Information;

Ensure communication systems are running smoothly, and doctors and reception staff are kept fully informed of changes in procedures

Assist with production and upkeep of practice policies and procedures as directed by the Practice Manager

Ensure adequate stocks of Practice leaflets, Compliments slips, Friends and Family questionnaires etc. are maintained

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 implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include (but will not be limited to):

Ensuring job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management.

Maintaining an up-to-date knowledge of health and safety

Using personal security systems within the workplace, according to practice guidelines

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business

Making effective use of training to update knowledge and skills, and initiate and manage the training of others

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiating remedial / corrective action where needed

Actively identifying, reporting, and correcting health and safety hazards and infection hazards immediately when recognised

Keeping own work areas and general / patient areas generally clean, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers

Undertaking periodic infection control training (minimum annually)

Demonstrate due regard for safeguarding and promoting the welfare of children and vulnerable adults.

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation

Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues

Support the practice Pride in Practice ethos

Sign up to and abide by the practice homeless pledge

Behaving in a manner that is welcoming to and, is non-judgmental and respects the circumstances, feelings priorities and rights of all of our patients.

Safeguarding:

The care and protection of children, young people and vulnerable adults who have contact with the Practice is the responsibility of all members of staff, irrespective of individual roles. All members of staff share the responsibility for safeguarding and promoting the welfare of children, young people, and vulnerable adults.

To this end all members of staff are to ensure that they have completed, at least annually, safeguarding, domestic violence and prevent training. They are responsible for familiarising themselves of the Safeguarding Policies (which can be found on the practice shared drive) and responsible for understanding the line of reporting within the practice and their responsibility for reporting concerns.

Personal/professional development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development

Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality:

The post-holder will strive to maintain quality within the practice, and will:

Alert other team members to issues of quality and risk

Assess own performance and take accountability for own actions, either directly or under supervision

Contribute to the effectiveness of the team by reflecting on own and team 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

Communication:

The post-holder should recognize the importance of effective communication within the team and will strive to:

Always keep the Practice Manager/Deputy Practice Manager up to date with practice, operational, staff, patient issues

Communicate effectively with other team members

Communicate effectively with patients and carers

Recognise peoples needs for alternative methods of communication and respond accordingly

Contribution to the implementation of services:

The post-holder will:

Apply practice policies, standards and guidance

Discuss with other team members how policies, standards and guidelines will affect own work

Participate in audit where appropriate

Other Duties:

Any other duties in line with practice policy and procedure that are appropriate to the grade