Southwell Medical Centre are looking to recruit an experienced Care Navigation/Reception Manager to join our friendly, diverse, multi-disciplinary team. The successful candidate will be required to work 35 hours per week, over 4 days, with hours of work confirmed on a rota basis two weeks in advance. The hours worked will be between 8am and 6pm.
You will be joining an experienced team who are dedicated to ensuring our patients have the best possible experience when visiting the surgery.
The role is key to the success of "front of house" services at the surgery. The post holder has responsibility for day to day management of our reception team; will also provide fundamental reception duties whilst working closely with the practice manager, deputy practice manager, team managers, clinicians, dispensary staff and administrators. The Reception Manager will represent all aspects of reception services at a senior level, supported by by an experienced reception deputy manager.
Main duties of the job
The role provides line management to reception staff whilst also carrying out the fundamental duties of reception. There is an expectation that the successful candidate will be the first point of contact for patient complaints relating to reception services and appointments and will represent the team at senior management meetings.
The role requires a keen sense of duty; excellent organisational, written and oral skills and will also be the line manager to a small group of reception staff; conducting appraisals and performance management meetings alongside the deputy practice manager.
The care navigation/reception manager will be responsible for ensuring all policies and protocols for the department are current and up to date and provide appropriate training to the team.
Additionally, there is an expectation of undertaking searches and audits, maintaining the practice website and providing IT support and problem solving for staff in the building.
About us
Southwell Medical Centre is a well established training Practice and we currently look after a patient population of around 12300 patients.
We have a friendly, diverse team that consists of 4 GP partners, 3 Salaried GPs, 4 ACP, 4 Nurses, 1 HCA's, 2 Nurse Associates, 2 Phlebotomy staff, 4 dispensing staff, 2 clinical pharmacists, 1 FCP, 3 GP Trainees currently, 8 reception staff and a team of 5 currently within our administration/secretarial team. We are also supported by other PCN roles.
Job responsibilities
The following are the core responsibilities of theReception-Care Navigation Manager. There may be, on occasion, arequirement to carry out other tasks. This will be dependent upon factors suchas workload and staffing levels:
a. Manage, maintain and monitorthe practice appointment system
b. Oversee the team to processpersonal, telephone and e-requests for appointments
c. Ensure that incoming phonecalls are answered in a timely manner, with calls transferred or dealt withappropriately
d. Ensure patients are signpostedto the correct service
e. Manage the Initiation ofcontact with and responses to, requests from patients, team members andexternal agencies
f. Ensure that relevantinformation is coded appropriately and correctly on SystmOne
g. Oversight and management of thePractice Emails coming into the surgery, ensuring that they are dealt with bythe most appropriate person within the required timeframe
h. Oversight of the process ofdata entry of new and temporary registrations and relevant patient informationas required
i. Ensuring members ofthe team input data into patients healthcare records as necessary
j. Ensure that theappropriate opening and closing procedures are followed
k. Ensuring that requests forprescriptions are dealt with in line with practice policies and procedures.
l. Providing allaspects of direct line management support to all members of your team
m. Ensuring team members direct requests forinformation, i.e., SAR, insurance letters, solicitors letters and DVLA forms to theadministrative team or are dealt with appropriately in line with PracticePolicy
n. Ensuring that all queries aremanaged as necessary in an efficient manner
o. Audit the practice DNA (Did NotAttend) figures and communicate these to our patients online and within thebuilding
p. Calculate the monthly GPfigures for usual GP and ensure that new patient registrations are allocated tothe appropriate practitioner each month
q. Carry out system searches asrequested
r. Maintain the practiceFriends and Family information, publishing results online and creating a yousaid, we did update to communicate with patients about upcoming changes thatare made as a result of their feedback. This is to be done in collaboration withthe Partners and Practice Manager.
s. Maintain a clean, tidy,effective working area at all times
t. Monitor and maintain thereception area and notice boards
u. Support all clinical staff withgeneral tasks as requested
v. Ensure all members of your teamare trained as appropriate in the role and provide up to date protocols formembers of the team to use and reflect upon
w. Act as the Practice IT lead, ensuringall IT systems are running appropriately and maintained in line with PracticePolicies
x. Updating IT systems each monthto ensure all systems such as laptops and computers are appropriately updatedas directed by NHIS
y. Manage smartcard replacementrequests/issues as they happen and organise for them to be set up/repaired orreplaced as necessary
z. Manage additional duties asundertaken by members of your team such as smear recall procedures and carerschampion responsibilities
Person Specification
Qualifications
* GCSE grade A to C in English and Maths
* Educated to A-level/equivalent or higher, with relevant experience.
* NVQ Level 2 in Health and Social Care.
Knowledge and Skills
* Polite and confident
* Flexible and cooperative
* Motivated
* Initiative and judgement (knowing when to ask for help)
* Forward thinker
* High levels of integrity and loyalty
* Sensitive and empathetic in distressing situations
* Ability to work under pressure
* Flexibility to work outside of core office hours
* Maintain confidentiality at all times
Experience
* Experience of working in general practice
* Experience of working with the general public
* Experience of administrative duties
* Experience of working in a healthcare setting
* Experience of leading/managing a team
* Experience of providing appraisal writing and staff development
* Excellent communication skills (written and oral)
* Clear, polite telephone manner
* Competent in the use of Office and Outlook
* Effective time management (planning and organising)
* Ability to work as a team member and autonomously
* Good interpersonal skills
* Problem solving and analytical skills
* Ability to follow policy and procedure
* Experience of using SystmOne clinical system
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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