Reception Manager Team Leader Derby, England
Job description
WILLINGTON SURGERY
JOB SUMMARY
This is a great opportunity for someone either currently working in general practice or for someone who has a background in supporting a team to perform effective. You will support the reception team and work alongside them to consistently provide a ‘client focused’ service, which promotes good customer service within the general practice environment.
Give support to all colleagues to enhance their skills and become a super user of systmone and our processes.
To work within and improve systems and policies ensuring that highest clinical and administrative standards are achieved.
To work with health professionals in the team to assist in identifying and addressing health needs of patients.
To have the ability to relate to all grades of staff and public with a good face to face and telephone manner providing an efficient, courteous, and friendly service.
Organise reception team rotas including breaks / holidays and work with the team to cover all shifts.
Manage appointments day to day making sure adequate appointments are available and highlighting issues.
Project manager the process of AccuRX and other technologies into the team.
Work to predetermined policies and procedures to ensure the efficient and smooth running of the surgery, working closely with the Practice Manager highlighting any areas where change may improve service provision.
DIMENSIONS
9950 Patients
5 Partners
1 Salaried General Practitioner
22 Additional staff; nursing team, admin and secretarial
ORGANISATIONAL POSITION
The post holder will be required to cover duties at Willington Surgery, Kingfisher lane, Willington, DE65 6QT
KNOWLEDGE SKILLS AND EXPERIENCE
- Some proven experience of training and developing people to support the running of a reception / administration team with appropriately skilled and systems
- Have already a high level of skill to work with systmone or a proven track record of working with CRM systems.
- Ensuring that the team functions to the professional and consistent standards expected to provide a high level of customer focus to meet the surgery needs.
- Some knowledge of complaint handling ideally with the general public.
- With the support of the Practice Manager to ensure adequate cover at the surgery at all times to ensure the provision of a consistent service.
- Experience of front-of-house ideally in an environment with the public.
- Some experience of managing or supervising a team would be beneficial but not essential.
- The ability to understand and meet the requirements of GMS contract.
PERSONAL SKILLS
- Experience of working in a highly customer focussed service delivery role.
- An excellent customer focused manner at all times.
- Demonstrating the ability to be proactive and to possess strategic thinking skills.
- The ability to want to support and develop people.
- The ability to communicate effectively at all levels.
- The ability to manage change.
- A very high standard of personal appearance.
- A good eye for detail and a desire to take responsibility, through to resolution, for issue and concerns generated.
KEY RESULT AREAS
The duties and responsibilities to be undertaken may include any or all the items in the following list. Duties may vary from time to time under direction of the GP partners and Practice Manager, dependent on current and evolving Practice workload and staff levels.
Manage the opening up and closing of the surgery, observing security procedures and management guidelines.
To manage and focus the training schedules to100% for both clinical and non-clinical teams.
Project manage to produce a working document for all new starters and supporting the training of any new staff members.
Help to plan and facilitate monthly training sessions alongside the Practice Manager.
To be the first line for patients' complaints, to try and create a workable solution or to escalate if required.
Understand the registration of new patients or detail changing ensuring all relevant documentation has been completed and relevant identification has been obtained.
Support with assigned tasks allocated to the administration team and manage that the work is completed including prescription processing.
Have a working knowledge of word/data processing, medical recalls, scanning record and good IT skills would be a benefit.
Learn processes and update reception/administration documents as processes change.
Order, re-ordering and monitoring of stationery and other supplies.
Maintain all public areas to a high standard throughout the day by walk about.
Working with and as part of the whole practice team to deliver excellent care, communicating directly with the appropriate person.
COMMUNICATIONS AND WORKING RELATIONSHIPS
Internal
Patients, Relatives, Carers
GP(s)
Practice Nurses
Practice Management
Practice team members
Members of the public and visitors to the building
External
Community nursing staff including district nurses, health visitors, school nurses, community matrons, intermediate care team
Specialist community clinical staff including chronic disease management specialists, continence advisers, infection control adviser, practice pharmacist etc
Local pharmacists
Matrons and managers of local nursing and residential care homes
Other PCN & ICB personnel
Local authority staff, including social services
Local hospitals, particularly pathology laboratories
Medical equipment and pharmaceutical suppliers
CONTRIBUTION TO THE IMPLEMENTATION OF SERVICES
Apply practice policies, standards and guidelines. Seek to continually improve the overall effectiveness of duties undertaken; informing Management of improvements to be considered to policies already in place.
This job description is intended to outline the main duties and responsibilities of the employee. This is not an exhaustive list of duties, you may be required to undertake any other duties, as required to meet the needs of the practice.
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 assist in promoting and maintaining their own and others’ health, safety and security as defined in the Practice Health and Safety policy, to include:
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.
Making effective use of training to update knowledge and skills
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
Reporting potential risks identified
EQUALITY & 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 people’s 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.
Behaving in manner, which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
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
Job Type: Full-time
Salary: £11.50-£13.50 per hour
Benefits:
- On-site parking
Schedule:
- Monday to Friday
COVID-19 considerations:
Our current policy (Sept 2022) is that masks are to be worn when customer facing or walking round the building
Ability to commute/relocate:
- Derby: reliably commute or plan to relocate before starting work (required)
Reference ID: ARMSept2022
