We are seeking a full time Reception & Administration Team Manager who will be responsible forthe operational and line management of an established Reception & Administration Team to contribute to the smooth running of VillaStreet Medical Centre.
The successful candidate will lead a team of eight in providing apatient focused service, ensuring well designed and robust processes are performed within a timely manner.
We view our Reception & Administration team as the heart of our practice and are very proud of the fantastic feedback they regularly receive from our patients that is always reflected in Friends and Family Test comments and the annual National GP Patient Survey data.
The role will initially be full time for a fixed period of one year of maternity leave cover. However, future opportunities may still arise within our practice as our neighbourhood working develops over the coming year.
Main duties of the job
* To manage the day-to-day operations of our reception area and non-clinical practice administration to ensure a smooth running service.
* To take a lead in supporting patients to access health care appropriate for their clinical needs in a timely manner.
* To provide leadership and first line management support for an established team of eight receptionists and administrators.
* To deputise for the Practice Manager in her absence.
* To be a key contact for practice clinicians to advise on administrative queries.
* To take a lead role in supporting the practice partnership team in improving and developing our digital provision.
* To understand and adhere to all practice policies, systems and processes to ensure we provide a consistently safe, effective, confidential and caring service for our patients.
* To take support the practice partnership and wider team in ensuring the practice is a good place to work for all of our colleagues.
About us
Villa Street Medical Centre is a friendly GP surgery located a 20 minute walk from Elephant & Castle. We are committed to providing excellent, inclusive healthcare with easy access for our local population. We believe that to be a satisfying place to work, we need to create a supportive and collaborative working environment, where all members of our team have a voice in contributing to how we develop our services and with opportunities to grow in their roles. If our team isn't happy then our patients won't receive the high standard of compassionate care that we think is so important.
We have a list size of 9000 patients that is consistently growing with a diverse and evolving demographic, as our local environment is regenerated over time. We have high volume of non-English speaking patients that we take the time to access interpreting services for.
We are a training practice, with three GP trainers and a nurse trainer. The practice benefits from having fresh input from our trainees each year, reminding us how important it is to have clear processes that are easy to understand in order to support the induction of new team members.
We are signed up as a Safe Surgery, have Pride in Practice gold standard accreditation and support the London Living Wage as our minimum hourly rate.
As well as being part of a lovely team, we offer 5 weeks holiday p.a. (plus bank hols), access to the NHS pension scheme and can apply for NHS staff discounts via the 'blue light card'.
Job responsibilities
To line manage the Reception and Administration Team:
* Providing 1st point of contact for staff queries
* Managing daily personnel issues arising withinthe team to create a supportive and productive work environment.
* Updating and escalating to the partnership where appropriate
To manage Reception and Admin Team attendance and rota:
* Ensuring enough cover at right times of the dayand in line with business and operational priorities
* Identifying and planning in liaison with the team how to cover any rota gaps, prioritising duties based on operational needand clinical effectiveness.
* Process and sign off annual leave requestsbalancing both individual and wider team requirements.
* Ensuring effective record keeping andinformation sharing where appropriate, escalating any areas of concern to the Manager or another partner.
To identify and plan training and development requirements for the Reception and Admin Team:
* Identifying areas for development within theteam and working with the Manager to agree and support development plans in linewith practice business and operational requirements using the establishedskills matrix and linking in with appraisal development plans.
* Identify training needs for individuals withinthe team and working with the Manager to agree appropriate training and follow upfor the individual in line with practice business and operational requirementsusing and updating the established skills matrix and linking in with appraisaldevelopment plans.
* Planning and leading on inductions
* Contribute to recruitment and interviewing
* Contribute to annual staff appraisals andreviews
To manage, delegate and monitor the Reception and Admin Team workload:
* Having a comprehensive overview of all the reception and administration roles that need to be completed such as EMIS workflow, GP2GP, new patient registrations,ERS, Immunisations, Cytology, summarising, scripts, messages, email inbox mgt.
* Liaise with the Docman team to ensure any adminteam cover needs are being planned for.
* Ensuring daily / weekly tasks and additionalrole responsibilities are being actioned in a timely manner, allocating time toindividuals to complete whilst keeping in mind the range of priorities andstaffing levels.
* To appropriately escalatethe any identified issuesthat may need additional support or planning.
* To lead on new staff IT set ups being completedwithin a timely manner.
* To develop a step by step guide of how to dothis including up to date contact details of support desks etc to ensure otherscan do when needed.
* To process leaver admin in a timely manner.
* Follow up on user queries referring to OptumNOWand helpdesks.
* Proactively, developing own expertise withexperience and attending training sessions or monthly neighbourhood meetings.
* Proactively sharing IT knowledge to empowerothers to resolve simple issues, providing support where individuals lackconfidence or time.
To take a leading role in the digital development of the practice:
* Attend monthly digital development meetings on behalf of the practice to ensure we aremeeting contractual requirements and to support the partners in makingdecisions about digital development within the practice.
* Attend relevant webinars to develop knowledgeof digital tools such as Ardens Manager and to support the VSMC team to useeffectively and in line with contractual requirements.
* Form strong links with Primary Care ITfacilitators and lead on the annual digital maturity review.
* To contribute to the development of qualityimprovement projects in
To provide first line responses for patient complaints/feedback
* A working understanding of the practicecomplaints policy.
* First point of contact for patients to raiseissues with verbally. If no resolution available, elevate to the Complaints Manager in writing where appropriate.
To develop connections within local primary care networks:
* Attend monthly Practice Management Forums
* Attend monthly NHS digital webinars
* Attend Primary Care Network Neighbourhoodmeetings where appropriate.
To provide practical support to the Reception and Admin Team to perform their allocated duties listed below:
* To offer patients the most appropriate service or appointment type to meet their clinical needs by employing effective communication skills to ascertain what is required, set realistic expectations, follow up as appropriate and to use the full range of options available.
* To take ownership of keeping up to date with new information, process and clinic changes by reading emails, referring to EMIS home page, checking the orange folder or any other standardized process for sharing information such as staff noticeboards, whiteboard and meeting notes.
* To work with colleagues to continually improve our services by considering the way we work. Highlighting any issues that arise and considering solutions and what the wider implicationof any changes might be whilst being prepared to be influenced by sound arguments and new information.
* To assist and support colleagues by the efficient use of EMIS and IT software, following agreed processes, recording information accurately and clearly communicating messages by including all relevant details to ensure services run smoothly.
* To be reliable, flexible and have a supportive approach towards colleagues and the running of the practice suchas helping to cover shifts, contributing to vaccination clinics, regularlyattending and contributing to team meetings, contributing to work groups,attending training.
* Taking an active role in supportingnew team members with induction training and ongoing mentoring and development.
* To promote healthy well-beingand to develop own knowledge about local support services, community networksand roles such as Social Prescribing Link Workers, Primary Care Navigators,Vital 5, Making Every Contact Count in order to share information appropriatelywith patients and new team members.
* To take responsibility for keeping all mandatory training up to date.
* To take ownership for following up on opportunities for personal development, learning and training.Considering ways to develop career in areas of own interest that are alsoaligned with the needs of the practice and or local network.
Person Specification
Qualifications
* Minimum of two years experience working in primary care.
* Minimum of two years experience of team leadership.
* Can demonstrate reliable attendance - as a guide, less than 100 on Bradford Scale for the previous 12 month.
* Can demonstrate good verbal and written communication skills.
* Can demonstrate good organisational skills and the ability to prioritise multiple tasks within overlapping and competing timeframes.
* Can demonstrate a good understanding and efficient use of relevant IT & software such as but not limited to: EMIS, Accurx, LCR, Valida, Outlook (network and online), MS Word, MS Excel, MS Teams, eRs, Immsform/
* Can demonstrate examples of personal accountability and taking ownership of workload, completing tasks, decision-making and personal development.
* Can demonstrate a commitment to team working and contributing to a good working environment.
* Can demonstrate ability to understand new information and apply learning.
* Can demonstrate the ability to learn by experience recognising mistakes when they happen and learning from them.
* Can demonstrate the ability to reflect on own actions, considering the impact our actions have on others and be open and receptive to feedback to aid personal development.
* Can demonstrate a tolerant and respectful approach to allow for the differing attitudes, views, roles and responsibilities of others.
* Can demonstrate empathy and understanding for others.
* Can respond constructively to the mistakes of others.
* Can demonstrate an ability to balance the ownership of decision-making with asking for advice and support when needed.
* Can demonstrate being receptive to change and innovation.
* Can demonstrate an ability to maintain confidentiality.
* Can demonstrate commitment to ongoing training and education
* Can demonstrate high standards of professionalism, integrity and honesty.
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.
£33,094 to £37,259 a yeardepending on experience
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