Working under the direction of the Practice Manager, manage the Reception and administration (including care coordinators) and su.....
Working under the direction of the Practice Manager, manage the Reception and administration (including care coordinators) and support operations of the practice, ensuring staff achieve their primary responsibilities, providing ongoing support and ensuring they deliver their duties to a high standard. This involves supporting the Patient Services Lead in day-to-day management and problem-solving of the non clinical team. Line manage reception and administrative staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training and completing staff appraisals as required. Ensure staff are performing to the requirements of their role and expectations managing their performance and supporting staff in their learning needs. Identify training needs for the team and develop or source relevant training programs. Create and maintain rotas for the reception and administration staff. Review and update administrative and reception policies and procedures to ensure compliance with regulations. Collaborate with the management team to compile practice reports and develop a strategic plan. Design, implement, and refine efficient office processes to enhance efficiency and comply with relevant legislation. Act as the primary contact for external organizations, including the police, solicitors, DVLA, and others. Manage temporary staff recruitment to maintain adequate cover during staff absences. Update the appointment system to reflect staff leaves and absences. Provide initial guidance and support to patients initiating verbal complaints. Oversee all deliveries to the practice, ensuring adherence to the cold chain policy where applicable. Assume the role of the building fire marshal, maintaining evacuation lists and managing the visitor's log. Management of the petty cash and ensuring accurate record keeping as well as reporting to the managing partner on a monthly basis. Working alongside the Practice Manager and HR to manage sickness absence amongst the administrative and reception teams, carrying out return to work meetings and managing high sickness absence levels. Ensure staff are following practice policies, protocols and procedures and where necessary, conduct performance reviews Investigating complaints directly linked or connected to the front of house and back office administrative functions supporting the Practice Manager in responding to complaints in a timely and effective manager Set targets for achievement on reception and administrative work such as telephone answering, document management etc and work with the management team in managing risk and reward. To organise regular staff meetings with the teams and ensure topics are relevant as well as cover all areas of compliance within the practice relevant to front of house and back office functions. To ensure learning from complaints and continuous improvement. To take key responsibility for excellent customer services and ensure excellent patient experience. This would involve regular monitoring and auditing of staff interaction with patients and recognizing areas of improvement. Ensure a culture of professionalism is maintained within the practice and holding oneself and others to account. Ensure staff follow the practice code of conduct. Working as part of the team and carrying out reception, admin and care coordinator functions. Provide IT support as and when required. Secondary Responsibilities Deputise for the Practice Manager during their absence (as required). Participate in audits as directed by the audit lead. Prepare meeting agendas, record minutes, and support the Practice Manager with website and social media management. Monitor and promote the Friends and Family Test to gather patient feedback. Champion continuous improvement initiatives, encouraging staff participation and suggestions. Assist with achieving QOF (Quality and Outcomes Framework) targets. Schedule and take minutes for Patient Participation Group meetings.
