Key Responsibilities Team Leadership & Supervision Support, train and mentor reception staff, ensuring the team consistently delivers a high-quality, patient-focused service. Encourage and empower staff to use initiative and problem-solve effectively. Monitor performance and suggest improvements to enhance service delivery. Manage reception team rotas, ensuring appropriate cover and fair allocation of breaks.
Operational Management Oversee all reception duties, ensuring enquiries are handled courteously and efficiently. Ensure timely completion of tasks including prescription requests and online consultation forms. Manage repeat prescription processing to ensure accuracy and efficiency. Supervise the management of non-NHS and insurance-related work.
Define, delegate and monitor workload in line with changing practice needs. Quality, Compliance & Reporting Monitor daily tasks outstanding on SystmOne, escalating concerns to the Operations Manager as needed. Ensure all reception staff complete mandatory training and maintain up-to-date knowledge. Record and monitor staff absence on GP TeamNet.
Ensure relevant significant events relating to reception services are logged and reported. Patient Experience & Service Development Ensure reception services contribute positively to patient satisfaction. Encourage uptake of online services among patients. Identify opportunities to improve efficiency and generate additional practice income.
Monitor and respond to the practice generic email account when required. Other Duties Provide cover for reception colleagues during absence. Attend practice meetings including in-house PLT and Clinical Meetings. Assist with the safe management of patient records, including paper notes.
Support health, safety and security standards as outlined in the Practice Health & Safety Policy. Assist with searches for QOF activities and LD checks Undertake other ad-hoc tasks as directed by the Practice Manager. Essential Skills & Experience Minimum of 2 years Care Navigator experience in a GP practice using SystmOne. Strong organisational skills with the ability to prioritise and manage competing demands.
Effective communicator with proven leadership and mentoring skills. Proactive, adaptable and confident in problem-solving. High attention to detail and commitment to patient confidentiality Confidentiality In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, and other healthcare workers. The post holder may also have access to confidential information related to the business.
All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.