About this role
Job summary
Reception Team Leader working approx 30 hours per week and 8:00 am and 6:30 pm finish as determined by reception team rota.
In addition to this there will be a requirement to work on a rota basis on a Saturdays for Wolverhampton Total Health Limited. These hours will be paid at an extended access rate per hour. You will be expected to cover for annual leave/sickness/training purposes and this could be at short notice.
The successful applicant should have proven and demonstrable experience of supervising/leading a GP receptionist team, be an effective communicator and able to work both independently within the reception team.
The post is subject to a Disclosure Barring Service check.
This advertisement may close earlier than the closing date due to amount of numbers.
Main duties of the job
Job Summary:
Manage the reception area and line manage the reception team. Manage the clinical including WTHL rotas and staff rotas to ensure smooth running of the service. Provide administrative support to the Practice Manager and Practice Co-ordinator roles.
Job Responsibilities:
Organise reception staff rota including Saturday and Extended Hours cover arrangements
* Organise clinical rotas and co-ordinate and backfill annual leave requests
Update EMIS appointments system for leave/duty changes
Update Clarity system regarding annual leave / sickness
Update policies and procedures pertaining to reception
Arrange locum cover, where needed
Liaise with management concerning staffing and organisation of work
Attend Partners meetings as necessary
Attend Patient Participation meetings
Organise Room Bookings for clinical staff and arrange recharges
Rota for Saturday staff and Extended Hours
About us
Newbridge Surgery is a well established GP Surgery within the Tettenhall area.
Free car parking
Staff uniform
Job description Job responsibilities
Job Responsibilities:
RotaOrganise reception staff rota including Saturday and Extended Hours cover arrangements
Organise clinical rotas and co-ordinate and backfill annual leave requests
Update EMIS appointments system for leave/duty changes
Update Clarity system regarding annual leave / sickness
Update policies and procedures pertaining to reception
Arrange locum cover, where needed
Liaise with management concerning staffing and organisation of work
Attend Partners meetings as necessary
Attend Patient Participation meetings
Organise Room Bookings for clinical staff and arrange recharges
Rota for Saturday staff and Extended Hours
Patient Services
Participate in the reception rota, including weekend cover
Oversee the appointment system for the practice
Friends and Family survey compilations
Administration of patient prescriptions (manually and computerised).
Make / cancel appointments for patient to see Doctor, Nurse and other clinical staff associated with the Practice.
Deal with telephone enquiries from patients and general public
Promote online access for patients
Hold NHS App sessions for patients and act as a NHS champion
Deal with registration and deduction processes
Manage telephony recording system and report necessary issues
Ensure patients are redirected appropriately to Out of Hours or Thursday afternoon with Wolverhampton Doctors on Call arrangements when Surgery is closed at 5:30 pm.
Ensure telephone system has the correct telephone message playing and rerecord as necessary
Staff
Assist with Reception staff recruitment processes
Conduct reception staff induction, training, appraisals and ongoing progress reviews
Assist with patient complaints processes
Monitor staff attendance and annual leave requests and organised cover
Ensure practice policies are followed and maintain administrative records
Liaise with other members of the primary health care team, including external teams
Ensure fire safety/alarm systems are adhered to
Ensure staff are appropriately trained, supervised and are aware of practice protocols
Ensure smooth operational of reception workflow
Assist Locums with temporary logging in arrangements and inductions
Health and Safety
Ensure Reception area is clutter free and ensure that any parcels or deliveries are removed from main area
Ensure fridges are checked when there is no clinical team in
Participate in weekly Fire Alarm system and record any issues
Participate in Annual Fire Alarm
Ensure equipment is fully operational (patient pod, patient call in and patient check in) with any defunct equipment reported
Ensure lift is working for patients and report any issues
Ensure any trip hazards are reported and resolved
Administration
Administer patient out of area notifications
Resolve and deal with lower level patient complaints and escalate when needed
Assist management with investigating patient complaints
Assist management with completing significant events
Attend Patient Participation Group (PPG) meetings where on a rota basis and when necessary
Deal with minor patient complaints to seek resolutions where appropriate
PCSE documentation and any anomalies
Monitoring of tasks to ensure they are completed timely
Hold regular meetings with reception staff
InformationEnsure communication systems are running smoothly, doctors and reception staff are kept fully informed of changes in procedures
Assist with production and upkeep of Practice Procedures documents
Manage paperwork systems including post, internal and external
Have a working knowledge of all EMIS and Docman software used and hardware
Person Specification
Qualifications Essential
GCSE grade A to C in English and Maths
Desirable
NVQ in supervisory / administration
Skills and Knowledge Essential
To be flexible and adaptable to a changing and busy GP environment Be able to calm down irate patients / staffing / situations Be professional and polite to external customers and internal staff at all times
Desirable
Previous experience of dealing and resolving with patient complaints in a timely manner
Experience Essential
Previous experience of supervising or leading within a General Practice reception team environment Care Navigation techniques for patients and sign post as appropriate Ensure all information is recorded and filed accurately.
Desirable
Demonstrable experience and knowledge of working in General Practice. Demonstrable experience of working as GP Administration & Receptionist
Communication Essential
Good written and verbal skills
Desirable
Present at staff meetings or PPG meetings
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Newbridge Surgery
Address 255 Tettenhall Road
Wolverhampton
WV6 0DE
United Kingdom
Employer's website https://www.newbridgesurgerywolverhampton.nhs.uk (Opens in a new tab)