Manage reception area and staff to ensure smooth running; provideadministrative support to the Clinical GP Lead and Practice Manager.
Main duties of the job
Administration
Dealing with staff
Information Technology
Building
Information
Confidentiality
Health and Safety
Adhoc
About us
Briercliffe Surgery is a well-established General MedicalPractice located in Burnley, Lancashire. The practice has a patient list sizeof just over 8000 patients and has a dynamic multi-disciplinary teamconsisting of four GPs, one Specialist Paramedic, one Nurse Practitioner, oneClinical Pharmacist, two Physiotherapist, two Practice Nurses, two part time HCAs, Practice Manager, Office Manager and ateam of 8 Admin and Reception staff. We are based in a modern purpose builtLIFT building with dedicated onsite parking. We are involved in the training ofMedical Students and are looking to become a Training Practice for ST2 and ST3Doctors over the next 6 months. Mentoring and support is available for newlyqualified GPs.
Job responsibilities
JOB TITLE: RECEPTIONMANAGER
REPORTS TO: ClinicalGP Lead and Practice Manager
HOURS: 37.5hours per week
Jobsummary:
Manage reception area and staff to ensure smooth running; provideadministrative support to the Clinical GP Lead and Practice Manager.
Administration
Oversee weekly clinician rotas, availability, allocations andchanges of appointment books on clinical system are carried out accurately.
Update appointments system for leave/duty changes
Oversee the implementation of Care Navigation
Deal with patients who fail to attend booked appointment in linewith the practice DNA Policy
Coordinate the completion of Significant Event Audits within thereception team
Attend meetings as required and cascade any updates/learningpoints
Deal with complaints in accordance with practice complaints procedureand evaluate suggestions
Co-ordinate home visit requests
Deal with patient registrations/deductions
Set up and maintain computerised appointment system for all services
Ensure adequate staffing for patient services
Organise vaccination campaigns and clinics ensuring appropriatestaffing levels
Ensure efficient systems are in place for smooth delivery patientregistrations/deductions
Oversee efficient process for medication requests/online ordering
Update waiting room noticeboards
Manage reception/admin team
Provide induction training and ongoing review
Ensure practice policies are followed and accurate records arekept, with particular reference to: appointments, messages, visits, post,patient registration, repeat prescriptions, filing systems, births and deaths ensuring all functions arecarried out in accordance with agreed procedures, protocols and time-scales,and reporting to the Clinical GP Lead and Practice Manager.
Staff rotas
Liaise with management team concerning staffing and organisationof work
Liaise with other members of the primary health care team, outsideagencies and practice volunteers as required
Informationtechnology
Have full understanding of appointment system
Have a working knowledge of all software and hardware
Deal with IT problems in the absence of the practice manager
Train staff in use all systems
Have a clear understanding of telephone systems, daytime and outof hours
Understand security systems alarms & cameras
Ensure all clinical rooms are tidy and well stocked on a weeklybasis
Ensure communication systems are running smoothly, and cliniciansand reception staff are kept fully informed of changes in procedures
Assist with production and upkeep of practice procedures
Manage paperwork systems, including post, internal and external
Act as a central source of information
OtherTasks
Health and safety
Co-ordinate voluntary agencies
Arrange collections and cards for staff leaving, marriages, birthsetc
Deputise for practice manager in their absence
Confidentiality:
* In thecourse of seeking treatment, patients entrust us with, or allow us togather, sensitive information in relation to their health and othermatters. They do so in confidenceand have the right to expect that staff will respect their privacy and actappropriately
* In theperformance of the duties outlined in this job description, thepost-holder may have access to confidential information relating topatients and their carers, practice staff and other healthcareworkers. They may also have access toinformation relating to the practice as a business organisation. Allsuch information from any source is to be regarded as strictlyconfidential
* Informationrelating to patients, carers, colleagues, other healthcare workers or thebusiness of the practice may only be divulged to authorised persons inaccordance with the practice policies and procedures relating toconfidentiality and protection of personal and sensitive data
Health & safety:
The post-holder willimplement and lead on the full range of promotion and management of their ownand others health, safety and security as defined in the practice health &safety policy, the practice health & safety manual, and the practiceinfection control policy and published procedures. This will include (but willnot be limited to):
* Ensuringjob holders across the practice adhere to their individual responsibilitiesfor infection control and health and safety, using a system ofobservation, audit and check, hazard identification, questioning,reporting and risk management.
* Maintainingan up-to-date knowledge of health and safety and infection control (statutoryand best practice guidelines) and ensure implementation across thebusiness
* Usingpersonal security systems within the workplace, according to practiceguidelines
* Identifyingthe risks involved in work activities and undertaking such activities in away that manages those risks across the business
* Makingeffective use of training to update knowledge and skills, and initiate andmanage the training of others
* Usingappropriate infection control procedures, maintaining work areas in a tidyand safe way and free from hazards, and initiating remedial / correctiveaction where needed
* Activelyidentifying, reporting, and correcting health and safety hazards andinfection hazards immediately when recognised
* Keepingown work areas and general / patient areas generally clean, identifyingissues and hazards / risks in relation to other work areas within thebusiness, and assuming responsibility in the maintenance of generalstandards of cleanliness across the business in consultation (whereappropriate) with other sector managers
* Undertakingperiodic infection control training (minimum annually)
* Routinemanagement of own team / team areas, and maintenance of workspacestandards
Equality and Diversity:
The post-holder will support the equality, diversity and rights ofpatients, carers and colleagues, to include:
* Actingin a way that recognises the importance of peoples rights, interpretingthem in a way that is consistent with practice procedures and policies,and current legislation
* Respectingthe privacy, dignity, needs and beliefs of patients, carers and colleagues
* Behavingin a manner that is welcoming to and of the individual, is non-judgmentaland respects their circumstances, feelings priorities and rights.
The post-holder will participate in any training programmeimplemented by the practice as part of this employment, such training toinclude:
* Participationin an annual individual performance review, including takingresponsibility for maintaining a record of own personal and/orprofessional development
* Takingresponsibility for own development, learning and performance anddemonstrating skills and activities to others who are undertaking similarwork
Quality:
The post-holder will strive to maintain quality within the practice,and will:
* Alertother team members to issues of quality and risk
* Assessown performance and take accountability for own actions, either directlyor under supervision
* Contributeto the effectiveness of the team by reflecting on own and team activitiesand making suggestions on ways to improve and enhance the teams performance
* Workeffectively with individuals in other agencies to meet patients needs
* Effectivelymanage own time, workload and resources
Communication:
Thepost-holder should recognize the importance of effective communication withinthe team and will strive to:
* Communicateeffectively with other team members
* Communicateeffectively with patients and carers
* Recognisepeoples needs for alternative methods of communication and respondaccordingly
Contribution to theimplementation of services:
The post-holder will:
* Apply practicepolicies, standards and guidance
* Discusswith other team members how policies, standards and guidelines will affectown work
* Participatein audit where appropriate
Theduties above may change in the light of developments within the Practice andare subject to review
Person Specification
Qualifications
* GCSE in Maths and English
Knowledge and Skills
* The practice occasionally provides other services out of normal hours (e.g. flu clinics, extended hours) and the post holder may be required to take part in this.
* Give good and regular attendance.
* Maintain a tidy and organised work area.
* Any other duty as requested, including covering for absent colleagues.
Experience
* Leadership and line management
* Experience of working under pressure, and deploying a flexible approach to changing priorities
* Good understanding of Primary and Secondary Care
* IT Skills
* Good understanding of EMIS
* Experience of managing a team
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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