Reception Team Leader – North Cardiff Medical Centre
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Practice Profile:
North Cardiff Medical Centre is a well organised, motivated and friendly training Practice, which is committed to high quality patient care and the continued development of our team. We are a long-established Practice with a strong emphasis on team work and good work/life balance. We are a friendly, positive and forward-thinking practice.
We have over 15,000 patients currently and the Practice is continuing to grow.
We currently have 6 GP Partners, 5 Salaried GPs, 4 GP registrars, a Pharmacy team, an Advanced Nurse Practitioner, a Nursing team and a team of experienced management, administrative and reception staff.
We also undertake the vocational training of new General Practitioners and Medical Students.
As a Practice we aim to ensure that staff are appropriately trained and confident in the work they do, and we provide opportunities to continuously learn, develop, gain job satisfaction and reach their full potential.
Job Summary
This is a diverse role within a busy and interesting GP practice. The post holder will be jointly responsible with another Team Leader for the day-to-day supervision and monitoring of reception staff and associated functions ensuring they are carried out in accordance with agreed procedures, protocols and time-scales, reporting to the Practice Manager as necessary.
Facilitate effective communication and general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
We are looking for a people person who is customer / patient centric that has experience in leading a diverse team of receptionists
Job Responsibilities:
- Provide day to day support, leadership, first line management and guidance for the practice team, ensuring an efficient and professional manner is maintained and to provide cover to the reception team, when needed.
- Produce weekly rotas for reception team whilst taking into account all leave, training and any other issues which need to be included or may impact on the rotas. Ensuring that there is adequate cover and developing solutions to maintain safe staffing levels where necessary.
- Receive staff annual leave requests from staff members and provide to Practice Manager for authorisation. Monitoring and recording reception staff annual leave.
- Identify any training needs for reception staff and arrange/provide necessary training.
- Coordinate the activities of the reception team daily and provide training with support from Management team to new and existing staff where appropriate.
- Ensure that the front desk premises are kept tidy and clean at all times.
- Ensure compliance with all company policies, procedures, and guidelines
- Continually assess and evaluate systems and quality, recommending changes and improvements to the management team as appropriate
- Manage day to day issues that may arise within the team or with individuals
- Regularly evaluate quality of individual and team performance
- Bi-monthly team meetings with all reception staff
- Support the annual appraisal process for reception staff
Reception Duties:
- Deal with both general and more complex enquiries from patients and general public
- First point of contact for dealing with patient concerns and informal complaints relation to reception functions. Where appropriate referring complaints to the Practice Manager
- Monitor the appointment system on a daily basis, ensuring patients are booked in with correct clinicians.
- Record messages for clinical and administrative staff.
- Promote My Health On-line to patients to allow the patients choice in how to manage their prescription
Administrative Duties:
- Typing of letters, memos, reports, minutes of meetings, etc.
- To ensure all information is up to date/current and communicate information with all reception staff, ensuring relevant changes are embedded. Amendment of processes and procedures in agreement with management team.
- To undertake a variety of administrative duties to assist in the smooth running of the practice including management of patient results etc.
- To support the practice management team in achieving QAIF standards and targets e.g. booking appointments, clinics.
- Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
- Responding to emails, telephone calls, letters and voicemail messages using initiative, giving information and taking due care in relation to Data Protection Act.
- Collate and store any documentary evidence for audit purposes
IT/Data
- Identify IT training needs for reception staff.
Data Quality
- Monitor data entered to ensure correct codes used by reception staff.
General
- Offer flexibility to cover annual leave or sickness of colleagues within the reception team
- Project a positive, confident and friendly image to patients and visitors at all times
- Respond well to work pressures and use own initiative
- Support the ongoing development of the Practice
- Undertake any other duties as requested by the Partners or Practice Manager.
Education and Training
- Ensure own knowledge and skills are kept up to date and in line to any changes
- Ensuring self and others attend any mandatory training sessions or up-dates as required
Confidentiality
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
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, Practice staff and other healthcare workers. They may also have access to information relating to the
Practice as a business organisation. All such information from any source is on a strict need to know basis and is to be regarded as strictly confidential.
Health & Safety
The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice Health & Safety Policy and the practice
Infection Control policy and published procedures. This will include:
- Using personal security systems within the workplace according to Practice guidelines. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Actively reporting of health and safety hazards and infection hazards immediately when recognised.
- Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder’s role
- Undertaking periodic infection control training (minimum annually)
- Reporting potential risks identified.
Equality and Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner which is welcoming to and of the individual, is non- judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development
The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:
- Mandatory e-learning
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality
The post-holder will strive to maintain quality within the Practice, and will:
- Alert other team members to issues of quality and risk
- Assess own performance and take accountability for own actions, either directly or under supervision
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance
- Work effectively with individuals in other agencies to meet patient’s needs
- Effectively manage own time, workload and resources.
Communication
The post-holder should recognise the importance of effective communication within the team and will strive to:
- Communicate respectfully and effectively with all patients, carers, staff and Partners
- Recognise people’s needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation and development of services
The post-holder will:
- Apply Practice policies, standards and guidance
- Discuss with other members of the team how the policies, standards and guidelines will affect own work.
- Participate in discussions on how to improve systems and processes.
Benefits:
- Company pension
- On-site parking
- Sick pay
- Free eye test
