clinical liaison London, England
Job description
JOB TITLE: Reception & Patient Liaison Lead HOURS OF WORK: 37.5 hours per week REPORTS TO: Chief Operations Officer Overview of the role: To work within a team of management Leads, and working closely with the clinical Partners, in a large, modern GP surgery. The post-holder will be supported by a Receptionist Supervisor to carry out aspects of the role related to management of the reception team. Location of work The Reception Team Lead will be based at the main Practice site (266 Upper Richmond Road) however in exceptional circumstances the responsibilities may extend to arranging for the reception cover of the branch site(s) which currently includes the Student Medical Centre at Roehampton University and therefore the Lead will need to liaise with colleagues working in branch sites. Collaborative and autonomous working The Reception Team Lead will: work autonomously and effectively to meet all necessary deadlines Communicate with team members, patients, carers, tenants and third parties in a professional and timely manner at all times.
assist in CQC and other external inspections as required be accountable for the work streams and responsibilities outlined in this document work in collaboration with staff at the branch surgery to ensure patient liaison activities are met in a timely manner offer support to colleagues and help with additional work streams occasionally when unforeseen and exceptional circumstances arise attend Lead or Partners meetings during working hours work closely with the Partners and Leads to ensure they are updated on current, planned and unforeseen issues act as mediator in situations involving conflict as required To work collaboratively with the other management Leads to ensure the smooth running of the practice To cover extended hours at the practice 07.30 18.30 on a Rota basis with the other management Leads Duties & responsibilities 1. Recruitment To work collaboratively and lead jointly with the HR Lead in the recruitment process for all receptionists Ensure HR, Rota and Finance leads are given all necessary information in good time to support the reception team recruitment To develop recruitment packs in conjunction with the HR Lead Ensure all necessary HR information for reception staff and Care Coordinators is complete and up-to-date in line with external guidance and CQC 2. Significant Event Reviews Manage and complete SEA investigations in collaboration with all other parties involved Share SEA information with external organisations as necessary, to include the escalation of serious incidents with NHSE in collaboration with the GP SEA lead Act as the main point of contact for all non-clinical SEAs 3. Organisational feedback Manage all feedback received from patients and external parties To identify themes arising from feedback and work with patient groups or practice team to address themes Share feedback with the team as necessary Ensure timely high quality formal written responses are sent to individuals who have provided feedback including online reviews.
4. Patient engagement activities Promote a culture of patient-centered care at all times and help develop a deeper understanding of the importance of patient engagement across the organisation Take a lead in implementing changes as proposed by patients where possible Chair Patient Participation Group (PPG) meetings and act as the main liaison point for the PPG members 5. Personal absence, leave & cover Ensure the Standard Operating Procedure for this role is easily accessible by colleagues during periods of planned or unplanned absence from the premises Ensure adequate cover is in place for periods of planned leave Remain easily contactable during working hours and inform staff when off-site with instructions of how to seek advice for urgent matters Ensure adequate handover and necessary training has taken place when on leave 6. Support for the Partners The post holder will research, monitor, produce and/or type any documentation for the Partners that pertains to clinical and administrative matters related to the practice.
On occasions these matters may fall outside of the remit of work streams outlined in this document. These must be presented in an accurate, neat and timely fashion within deadlines provided specific to each occasion 7. Induction and Training of reception staff Ensure you are competent in all reception tasks, duties and can support cover if required Undertake full induction and training for all new receptionists in collaboration with the Reception Supervisor and undertake an assessment of competencies in relation to all reception procedures and processes Ensure all mandatory and regulatory training has been undertaken at the start of employment and keep a record of all training Ensure all receptionists have a formal one-to one review at the end of their induction and probation periods 8. Ongoing Supervision, Training, Mentoring and Support In collaboration with the Reception Supervisor ,continue ongoing supervision, mentoring and support of all receptionists after their induction and probation period in relation to all of their roles Work behind reception regularly to maintain own skills and observe the practice of others Arrange regular reception training update sessions 9.
Appraisals Undertake a formal annual individual appraisal for all receptionists 10. Performance Management Act as immediate line manager to all receptionists and Care Coordinators Address performance management issues early and promptly, in keeping with regulatory and practice policy Seek early advice from the HR & Rota Lead for all matters relating to performance management Maintain up-to-date knowledge of HR policy in relation to the performance management of receptionists Ensure accurate, detailed, objective and timely electronic documentation is kept of all issues relating to performance of receptionists including the actions taken Notify the HR Lead and Partners of all potential grievance issues Manage matters relating to grievance in collaboration with the HR Lead and Partners 11. Complaints Manage all formal complaints received by the practice and ensure all complaints are dealt with in keeping with practice, statutory, legal and best practice guidelines Act as the main point of contact in the organisation for all formal complaints Support the clinical Complaints Leads with administrative function, co-ordination and support 12. Assessment, analysis and improvement of Reception systems, processes & policies Work in collaboration with the IT Lead to ensure that the practice telephone system is operational throughout the day and during practice closure.
Monitor activity on the online triage system (AccuRX) and ensure that all reception staff are trained in the use of this tool. Ensure that workflow through this tool is managed effectively on a daily basis. Maintain patient registration policies and monitor patient turnover and capitation. Share this information regularly with the reception team and other Leads Implement systems to regularly analyse, assess, improve and update reception processes, policies and procedures Provide and share regular audits of reception related tasks such as call handling times, demand on telephone lines and dropped calls.
Take action to improve in these areas as required Regularly monitor efficiency of works streams and outputs on all processes including new patient registrations, Docman EPS, processing of FP69s, FP22s, summarising, Summary Care Records, script processing and Electronic Discharge Summaries and implement changes to improve quality and efficiency 13. Managing Processes and Policies Ensure robust policies and process are in place for SEAs, complaints, dealing with organisational feedback and Patient Participation Initiative (PPI) activities Chair regular team meetings to discuss SEAs, complaints, feedback and PPI suggestions Undertake and share regular audits in relation to the feedback, SEAs or complaints received and demonstrate organisational change as a result Ensure timely responses to media feedback forums such as NHS Choices Work with IT, Reception and team leads to ensure the practice website and patient-related information throughout the building and on-line is accurate, update and representative of the services offered 14. Rota Liaise with the Rota Lead regularly to ensure the reception Rota meets the operational needs of the Practice 15. Team meetings & Reception representation Arrange and lead regular reception and Care Coordinator team meetings and discussions Ensure adequate minutes are taken for each meeting and shared with all receptionists 16.
Reception areas Undertake daily walk round inspections of all reception areas 17. Flexibility & additional evolving responsibilities To carry out other duties that are required within the role as it evolves within the development of the organisation The post holder is required to carry out any duties that may reasonably be requested by the Partners This Job Description is neither exhaustive nor exclusive and will be reviewed periodically in conjunction with the post holder.
