About this role
Job summary
The post-holder has overall responsibility for the smooth running of the reception, admin and waiting room. They will be responsible for leading and managing reception and admin teams to ensure they can provide an efficient reception and admin service. They will implement appropriate HR policies to do this. They will have a major impact in promoting a positive image of the practice to patients and other visitors and will need to pay particular attention to the needs of the diverse population of Brownlow Health.
Main duties of the job
Line manage the reception and admin staff to ensure a professional, efficient and effective service with an emphasis on high quality customer service to our patients.
To monitor and manage the daily reception/admin duties and rotate workload as appropriate and delegate as and when required.
To ensure that there is a high emphasis on the provision of customer care throughout the team.
To co-ordinate the provision of reception and administration services and provide support for clinical and health promotion activities ensuring that all information is up to date and relevant.
To assist with the setting up, monitoring and management of both clinical and reception rotas, always ensuring adequate cover at all times.
To continually monitor/manage flow of calls coming into practice ensuring there is adequate cover on the phones at all times.
Liaise with the Deputy Operations Manager at all times and ensure they are up to date with any risks, staffing issues or workload.
Work as part of a close team of Site managers and ensure you display good communication and teamwork at all times.
Line manage clerks ensuring they have workload delegated daily and ensure there time sheets are maintained accurately and sent to HR within the desired timescale.
Full list of duties can be found in the Job Description
About us
Brownlow is proud to be an exceptional employer, offering strong support for staff wellbeing through a dedicated wellbeing team and a wide range of benefits and incentives. These include protected study leave with a financial allowance and a comprehensive six-month mentorship and induction programme.
We are committed to equality, diversity, and inclusion, and aim for our workforce to reflect the diverse community we serve. We actively encourage applications from individuals who identify as having protected characteristics, particularly those with linguistic diversity, members of the LGBTQ+ community, people from Black, minority ethnic or minority faith backgrounds, and those who are disabled and/or neurodiverse. We recognise that structural and systemic barriers may discourage some groups from applying, and we welcome feedback on any such barriers so we can work to address them.
Extended access sessions will form part of your contracted hours. If you are successful at interview and are registered with any Brownlow practice, you will be required to change practices as a condition of employment.
Other job locations include
Brownlow Group Practice, 70 Pembroke Place, L69 3GF
Princes Park Health Centre, Bentley Road Liverpool L8 0SY
Student Health Centre, Peach Street Liverpool L69 7ZL
Ropewalks Surgery, 26 Argyle Street Liverpool L1 5DL
Marybone Health Centre,2 Vauxhall Road Liverpool L3 2BG
Job description
Job responsibilities
To organise maintenance schedules, recommend purchase of new pieces of equipment, undertake feasibility studies plan and monitor premises maintenance and cleaning services, liaising with or supervising contractors as necessary; report any problems to the relevant persons.
Ensure practice complies with Health & Safety.
Communicate effectively with the Building Managers at each site regarding any premises issues.
Ensure that there are adequate stock of stationary is maintained at sites.
To ensure, along with the prescribing clerks, the ordering, accurate record keeping and safe distribution of prescriptions in line with the practice procedures
Mentor staff and maintain regular 121s and appraisals.
Ensure the holiday policy is adhered to, and action staff leave as and when required.
Follow the practice guidelines on staff timekeeping, sickness, unauthorised absence, support, capability and discipline and take appropriate action and carry out any necessary measures.
Ensure staff personal files are kept up to date and any meetings are recorded.
Discuss any concerns and seek support from the HR Manager when required.
Manage any patient concerns or complaints as they arise and try to resolve at the time of occurrence ensure that any issues highlighted are sent to the relevant complaints/Learning events team in a timely manner.
Ensure that the Zero-tolerance policy is always adhered to.
To ensure the implementation of all procedures and ensure appropriate training is provided for all reception and allocated admin staff.
To have active involvement in staff recruitment and ensure all HR and contractual requirements are met.
To ensure all personnel data i.e. job descriptions, specifications, inductions, job plans and recruitment info are updated and passed on to the HR Manager.
To take part in induction programmes for all new recruits and student placements.
To ensure that any changes to staff contracts are documented and agreed in accordance with the Practice Procedures.
Monitor and carry out the delegated workflow tasks, ensure compliance and take remedial action adapt where required (eg FP22, FP69, GP2GP etc).
Support the performance lead in ensuring all admin tasks are maintained and any resource issues or risks are highlighted.
Support the Quality lead in ensuring QOF targets are maintained at the site and staff are proactive in achieving these targets.
Monitor messaging services via Accurix.
To support locums/registrars/salaried GPs working in the practice.
To attend, participate in and contribute to staff meetings and to be responsible for chairing the Reception Meetings.
Be aware of relevant decisions from partners meetings and implement action as appropriate.
Attend Patient Participation Group meetings and feedback any concerns/issues to the relevant team.
Any other reasonable delegated duties considered appropriate to the post.
Person Specification
Other Requirements
Essential
- Flexibility to ensure cross site working where and when necessary.
- Demonstrate your competence in the English language. Assessed at interview/ Certificate of English proficiency
Experience
Essential
- Experience of managing or supervising staff.
- Experience of giving feedback and training to improve staff performance.
Desirable
- Experience of working in a healthcare setting with knowledge of QoF CQC, Enhanced Services, prescribing.
- Experience of managing and dealing with complaints.
- Experience of recruitment and selection of staff
- Experience of making improvements to working practices, e.g. the development and implementation of new systems, polices and protocols.
- Managing teams across multiple sites
Personal Qualities
Essential
- The ability to work independently and use own initiative
- The ability to produce work that is accurate, thorough and well presented.
- A friendly and approachable manner, good with people skills, showing understanding, care and assertiveness when appropriate.
- A conscientious approach and commitment to working in an adaptable and flexible manner.
- The ability to work calmly and effectively and deal with multiple demands even when busy.
- The ability to cope with occasional exposure to challenging behaviour, distressing circumstances or emotional events.
- The ability to deal with personal information sensitively and respect peoples right to confidentiality.
- The ability to work positively as a member of a busy team
- The ability to influence others positively, negotiate constructively and resolve conflict successfully.
- The ability and willingness to engage with individuals to improve their personal performance.
- The ability to give good and regular attendance.
Qualifications
Essential
- A sound general education to A-level or equivalent, or equivalent working experience.
- A good standard of grammar and spelling in the English language.
Desirable
- Training or qualifications in management, administration, IT or other related areas.
Skills
Essential
- Excellent computer skills, including Microsoft Office. Good keyboard skills
- Excellent administration and organisational skills with the ability to manage time effectively to meet deadlines.
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
Brownlow Group Practice
Address
Brownlow Health PCN
Kensington Health Centre
157 Edge Ln, Edge Hill
Liverpool
Merseyside
L7 2AB
United Kingdom
Employer's website
https://www.brownlowhealth.co.uk/ (Opens in a new tab)