Reception Team Leader

General Duties and Responsibilities Supervisory / Managerial To manage, and lead the RECEPTION TEAM on a day to day basis ensuring there is a robust rota and adequate staffing in place at all times, and that the service is coordinated in an efficient and professional manner. To ensure contingency plans are in place for cover if there is unforeseen absences/sickness of staff. Line management responsibility for reception staff. This will include appraisals and performance management of staff. Assisting in the recruitment and selection of Reception Staff. Ensuring new starters are given appropriate induction and documentation and that they understand their job descriptions and workplace procedures. To undertake 3 or 6 monthly probation reviews with new staff and feed back to the practice manager prior to issuing contracts. To monitor and approve annual leave requests, ensuring adequate cover is in place. To monitor and log sickness absence of staff, conducting return to work interviews, notifying the practice manager of any anomalies. To check that time sheets are completed daily and the attendance register is up to date. To collate monthly spreadsheet for the Practice Manager to go onto the payroll system. Develop, maintain and continually review/improve best practice work procedures, processes and behaviours that are consistent with delivering a cost effective first class service. To monitor quality of service in the reception area. To ensure staff understand their roles and are suitably qualified/undertake training in accordance with their annual appraisal. To remain vigilant and proactive in identifying opportunities to improve services and reduce costs. To provide a point of contact and act as a focal point of communication between patients, doctors, other medical staff and the practice manager. To initially respond to incidents and complaints. To act as an escalation point for issues, resolve wherever possible, escalate issues to the Practice Manager where necessary, ideally with recommended actions. To oversee patient communications, including practice website, practice newsletter and patient participation group. Support the scheduling of clinical rotas/annual leave, highlighting any clinical staff shortages to the Senior Partner or Practice Manager. To ensure the appointment system is kept up to date with changes of clinics, doctor and nurse holidays, courses etc. To be confident in and responsible for setting up of appointment templates and GP rotas. To ensure security of the building at all times and ensure safety of staff and patients at all times. To identify and report on building maintenance issues. Be available to assist in any area of the Practice when asked to do so by the Practice Manager and/or the Practice Partners. Quality and Outcomes Framework To ensure staff are aware of their responsibilities with QoF (in accordance with agreed list of QoF champions and supporting roles). To regularly monitor QoF achievement advising the Practice Manager of any risk areas. To ensure the following are being undertaken in a timely manner: - Summarising, OpenExeter (cytology), recalls, smoking cessation, smoking status. Administration and Informatics Be responsible for Pathology Links and ensure that at least two other members of staff are fully trained in this area. Be responsible for Registration Links (EDI) and ensure that at least two other members of staff are fully trained in this area. Change of patient details, scanning and post, DNA letters. IT admin new starters/leavers, password access to PCs and smartcard access. Monitoring and maintenance of IT system, act as computer trouble-shooter, escalating issues to IT support where appropriate. Ordering stationery and consumables for administration/reception areas, checking and maintaining stock levels (refer orders over £50 to the practice manager for approval). Ordering of prescriptions/sick notes and any other stationary from the Health Authority as required, checking and maintaining stock levels. Ensure that all memos are read and actioned by practice staff returning the same to the sender in a timely manner. To arrange Protected Time Rep cover To lead on designated areas of work to achieve targets Any other reasonable tasks at the request of the Partners and Practice Manager General Reception Duties To provide additional support to reception when necessary. To cover duties of other reception staff during holidays/sickness should the need arise ensuring that consideration is given to moving own shift times to cover busy times to avoid overtime cover. To take the lead in the operational delivery of reception services Telephone answering, greeting and directing patients and visitors Taking prescription request and handing out prescriptions Making appointments, responding to general queries Arranging home visits, ambulance bookings. Ensuring the Task list is completed on a daily basis Responding to the needs of both Doctors and Nurses during surgery Preparing the consulting rooms prior to surgery and tidying the rooms after surgery Ensure data protection and confidentiality is maintained at all times Ensure the security of the building and ensure safety of the staff and patients at all times. Health and Safety awareness (e.g handling samples) General housekeeping e.g keeping the waiting areas and reception tidy Inputting and extracting information from the practice computer system Collecting monies from patients for non NHS services Ensure the visitors book is always completed and that vistors unknown to the practice are escorted around the building to ensure confidentiality and security. Ensure the waiting room is maintained to provide a tidy and safe environment. Check that toilet logs are maintained and other daily practice checks Accident reporting as appropriate Keep H&SAW poster up to date with relevant personnel details This job description is not definitive or exhaustive and may be reviewed in the light of changing circumstances at a personal or organisational level. Any changes will be made in consultation with the post holder and through the appraisal and review process.