Job Purpose To support the Practice Management team in ensuring the effective and efficient management of the reception team. To fulfil the role of the line manager of the reception team. Main Duties and Responsibilities Promote the services offered by the Practice. Induction and training of all new Reception staff as per the Practice Induction Programme.
To provide ongoing training, supervision and support to all Reception staff. Ensure adequate staffing levels within the Reception team and manage leave, absences and reception staff rotas, bearing in mind patient demand. Manage GP and PA rotas and appointments to ensure that the practice has adequate capacity. Apply, monitor, and manage the appointment system in line with agreed policies, highlighting the requirements for locum cover.
Assist staff with telephone enquiries from patients and the general public. Monitor, analyse and responding to reporting on patient demand, via practice telephony and digital communications. To be first point of contact for patient related complaints in-line Practice complaints procedure. Monitor requests for home visits.
Oversee Reception duties on a day-to-day basis. Assess and evaluate systems, recommending changes and improvements to the Practice Management team as appropriate. Ensure that the reception team receive, assist and direct patients in accessing the appropriate service or healthcare professional in a caring, courteous and effective way using Care Navigation. Lead the team though positive role-modelling and example.
Ensure the implementation of practice procedures and policies Ensure all daily duties are completed before end of day. Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors. To lead on health promotion campaigns and maintain up to date information for patients in the waiting area. Implement and deliver initiatives for the practice in achieving target based functions such as Quality and Outcomes Framework or Locally Commissioned Services.
Provide IT support to the team in the form of system administration support for Smart Cards. Manage Practice Reception Staff Managing the performance of staff, including staff appraisals. Encourage and support staff induction, training, and development (including personal) using Personal Development Plans. Encourage team working, team development and effective communication.
Manage change and contribute to the change process. Information and Communication Assist the PM in the following Develop effective internal and external communication systems. Gather and present information to support decision making. Network with colleagues from other Practices.
Other Tasks and Assistance Mediate with staff. Develop and write practice protocols and policies. Assisting with work to achieve CQC standards.