To be responsible for the efficient management and direction of the reception team, ensuring all administrative duties are performed effectively and to the required standard, meeting the objectives of the practice.
As this role will have access to a higher level of confidential data in the course of their employment, there is an expectation that the post holder will always maintain the highest level of confidentiality and integrity. Sensitive information could be from either internal sources, or from external partner organisations.
To support the management team in promoting ED&I, SHEF, quality and continuous improvement, confidentiality, collaborative working, service delivery, and learning and development, and ensure the organisation complies with CQC regulations.
To provide support towards the maximisation of both enhanced services and QOF achievements, reporting to the Partners and Practice Manager.
The post‑holder will be an integral part of the general practice team.
Main duties of the job
* Oversee day‑to‑day operation of reception and administrative functions within the practice, ensuring efficient service delivery.
* Line manage and develop reception staff, including rota coordination, induction, training, appraisals, and providing guidance and direction.
* Maintain policies and procedures, ensuring compliance with confidentiality, safeguarding, health & safety, mandatory training, and CQC regulations.
* Support patient access and complaints handling.
* Manage reception staff rotas, including clinical rotas for appointments.
* Compile staff appraisals and identify team training needs.
* Review and update reception policies and procedures.
* Support the management team in compiling practice reports and development plans.
* Develop, implement, and embed efficient office processes and procedures, ensuring adherence to legislation.
* Act as focal point for the practice, managing requests from external organisations (police, solicitors, DVLA, etc.).
* Coordinate temporary reception staff cover during leave and absences.
* Update appointment system for leave and absences.
* Provide initial guidance for verbally complaint patients and ensure the team is aware of the complaints procedure.
* Manage deliveries ensuring compliance with cold chain policy.
* Act as building fire marshal, ensuring evacuation lists and visitor log.
* Ensure Enhanced Service and QOF achievements are maximised.
* Maintain the practice website and communication channels.
* Be an integral part of the general practice team and ensure adherence to safeguarding policies and legislation.
* Support the delivery of enhanced services and other service requirements.
* Undertake mandatory training and induction programmes.
* Contribute to clinical governance and continuous improvement.
* Maintain a clean working area.
* Attend formal appraisal with manager every 12 months, reviewing objectives.
* Deputise for Deputy Practice Manager in their absence.
* Coordinate and produce meeting agendas, minutes, and social media accounts.
* Monitor Friends and Family test usage and champion continuous improvement.
* Coordinate and act as secretary for Patient Participation Group meetings.
* Participate in audits, practice management meetings, and external meetings.
* Support and participate in shared learning.
Qualifications
* A good standard of education, with an expectation of having both GCSE Maths and English at Grade C or above, or Functional Skills Level 2 in Maths and English
* AMSPAR qualification (L3 in Medical Administration)
* NVQ Level 2 in Health and Social Care
Knowledge and skills
* Excellent communication skills (written and oral)
* Competent in the use of MS Office and Outlook
* Problem solver with the ability to process information accurately and effectively, interpreting data as required
* Ability to use own initiative, discretion, and sensitivity
* Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity
* Ability to work as a team member and autonomously
* Sensitive and empathetic in distressing situations
* Experience of performance management, including appraisal writing, staff development and disciplinary procedures
* Ability to exploit and negotiate opportunities to enhance service delivery
* Strategic thinker with a solutions‑focused approach
* Effective time management (planning and organising)
* Good organisational skills
* Ability to effectively utilise resources
* Punctual and committed to supporting the team effort
* High levels of integrity and loyalty
* Ability to network and build relationships
* Flexible, cooperative and motivated
* Confident, assertive and resilient
* Ability to drive and deliver change effectively
* Ability to use initiative and judgement
* Ability to motivate teams, enhance morale and maintain a positive working environment, including team‑building sessions
* Understanding of safeguarding adults and children
* Proven problem‑solving and analytical skills
* Demonstrate personal accountability, emotional resilience and the ability to work well under pressure
* Ability to work to key policies and procedures
Experience
* Experience of working with the general public
* Experience of administrative duties
* Experience of leading/managing a team
* Experience of working in a healthcare setting
* Experience of successfully developing and implementing projects
* Experience of providing appraisal writing and staff development
* Experience of health and safety requirements and needs within a small business
* Experience of chairing meetings, and producing agendas and minutes
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.
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