GP Reception Team Leader

Forum Health Centre is a CQC outstanding rated practice with 20,500 registered patients in award winning, modern premises leading a network of ten practices and 84,000 patients.

We are looking to hire an enthusiastic, inspirational and experienced leader to lead, inspire and manage our reception and care coordination team with a focus on the delivery of exceptional care to our patient population.

You will present a professional and positive impression of the practice to all patients and visitors to the practice. Work closely with the Practice Manager, Operational Manager and other teams to deliver outstanding patient services.

The ideal candidate will be forward thinking, committed to continued personal development and self-motivated. A good knowledge and understanding of Quality and Outcome Framework, CQC, EMIS Web and general practice systems is essential.

We are prepared to invest in training and development for the right candidate.

Main duties of the job

The successful candidate will be a strong team leader who will act as the focal point for the reception and care coordination teams coordinating the delivery of exceptional patient care, adherence to standard operating procedures and performance targets.

The main duties of the role includes:

• Leadership of the reception and care coordination teams
• Rota and leave management
• Standard operating procedures
• Training and compliance
• Optimising patient care and pathways
• Performance management
• Management reports
• Complaints management
• Recruitment and induction
• Service delivery

Job responsibilities

Leadership

Proactively lead the reception team as a visible and charismatic leader ensuring delivery of outstanding patient care within practice standard operating procedures

Contribute to monthly quality and governance reports and be confident in short report writing

Manage the reception team rota, annual leave requests and ensure reception is adequately covered whilst practice is operational

Lead contact for reception team responsible for keeping reception team staff fully informed of any changes to policies or operational procedures

Attend weekly practice meetings to provide operational updates and reports

Manage and record sickness absence and conduct return to work interviews

Ensure reception team action any messages and alerts in the patient pop up boxes and complete all tasks within the agreed timeframe

Conduct monthly one to one meetings with each team member identifying any training or support needs and reporting back to the senior team.

Lead on performance management, disciplinary and grievance issues

Ensure mandatory training is completed by all team members within timescales

Ensure that all staff meet the regulatory standards required by CQC and prepare the team for CQC inspection

Manage Systems and Procedures

Monitor EMIS workflow in global view daily to ensure all actions are completed and the system maintained

Monitor and action patient messages using E-consult and AccuRX

Action emails received and manage external stakeholder communication

Continually develop systems currently in place for maintaining accuracy and security of all patient data held and ensure that it is compliant with Information Governance requirements

Report any incidents through Significant Event Reporting and make the senior team aware immediately

Manage EMIS appointment rota adding sessions and managing leave rotas

Manage patient DNAs (Did Not Attend) in accordance with agreed procedures.

Monitor reception, care coordinator and clinical admin team performance against agreed standards and proactively deal with any underperformance

Report IT problems to the helpdesk and progress chase

Administration

Be the first point of contact to action any complaints in line with the complaint procedure.

Contribute to the patient newsletter produced by the senior team

Update the practice website and social media platforms with news and notices

Check the waiting room monthly to ensure the information displayed in the waiting room is current, complies with legislation and CQC requirements.

Ensure all reception policies, procedures, documents and letter templates are updated when required or annually and are stored on TeamNet.

Assist senior team with monthly patient recalls.

Lead online access processes in line with national guidance

Premises and Personnel Checks

Conduct monthly room audits and display screen equipment checks reporting any safety issues to the senior team.

Ensure weekly fire alarm / health and safety checks are completed and recorded

Ensure staff work within Infection Control guidelines.

Ensure the waiting room is kept clean, tidy and free from any potential hazards.

Make sure that all staff are fully trained in the opening and closing of the premises and act as a keyholder

he above list of duties may be subject to change as deemed necessary to ensure the smooth running of the practice or dictated by new legislation, regulation or a state of emergency.

Person Specification

Qualifications

Essential

• GCSE grade A to C in English and Maths
• A-levels or equivalent

Desirable

• Degree or higher education

Experience

Essential

• Experience in leading teams
• Experience working in the NHS
• Experience in customer facing roles
• Experience in complaint management
• Experience in staff management

Desirable

• Experience in leading change

Job Types: Full-time, Part-time, Permanent
Part-time hours: 37.5 per week

Salary: £26,000.00-£34,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Store discount

Schedule:

• Monday to Friday

Ability to commute/relocate:

• COVENTRY: reliably commute or plan to relocate before starting work (required)

Education:

• A-Level or equivalent (required)

Experience:

• team leader or management: 1 year (required)

Work Location: One location

Application deadline: 17/02/2023