Job Description
· Responsible for the day to day supervision and first line management of all Patient Services.
· Overseeing all associated functions undertaken by the patient services team ensuring these are carried out in accordance with agreed procedures, protocols and time-scales, reporting to the Assistant Practice Manager as necessary.
1. Oversee the patient services team in ensuring that an effective and efficient reception service is provided to patients and any other visitors to the practice.
2. Ensure that all staff withing the patient services are fully occupied and working to correct practice procedures.
3. Ensure that the work required of the Patient Services Team is completed, and that the team morale and performance is maintained. Report any constructive suggestions for improvement to the Assistant Practice Manager.
4. Support the Assistant Practice Manager in the induction and training of all new staff to agreed standards, and monitoring of performance in relation to these.
5. Produce a daily rota for the Patient Services Team
6. Ensure that all absences are recorded on internal reporting system and all return to work are completed upon return of staff member and passed to Practice Manager for Payroll
7. Ensure adequate staffing levels by reviewing the weekly reception staff rota and arrange cover as appropriate.
8. Ensure that each staff member on your shift knows which area they are working on.
9. In liaison with the Assistant Practice Manager to coordinate the various appointments, visit and other books in line with agreed policies. This may include the GP rota, the Nurse rota.
10. Continually assess and evaluate Reception systems recommending changes and improvements to the Practice Manager as appropriate.
11. To be involved in helping to organise the preparation of leaflets, posters, letters and other information for patients as required. To ensure that the reception team pay attention to stocks available for patients, and to instruct additional copies to be produced by members of the reception team as required.
12. To be fully aware of all emergency procedures that relate to Reception or which have need for reception involvement. This will include a good knowledge of what is expected of reception staff in the event of any global computer problems, power failure, accident, fire, etc. To inform the Facilities Coordinator and Managers as appropriate, but to set an example to the Reception Team in how to follow these Emergency Reception procedures correctly and how and when to seek additional help.
· Dealing with a medical emergency presenting at reception
· What to do if the panic alarm goes off – toilet / medical room
· How to evacuate the patient areas in the event of a Fire alarm
· How to set/ unset building alarms in the absence of the Facilities Coordinator, Practice Manager and Assistant Practice Manager
· How to deal with spillages in the patient areas
· How to deal with a violent patient at the front desk or an aggressive patient on the telephone.
13. Assist the reception staff in their daily tasks and highlight to the Assistant Practice Manager when additional support, training or disciplinary action may be required.
14. Ensure that the correct GPs are approached for messages, and that messages are recorded and delivered appropriately.
15. Deliver a bi-monthly 121 meeting with all team members.
16. Listen to calls from all patient services team and provide feedback to individuals and where needed implement training to address any areas identified as areas of improvement
17. Review phone statistics to better manage training requirements within the team. Monitor daily to ensure best service provided
Job Types: Full-time, Permanent
Salary: £11.38 per hour
Benefits:
- Company pension
- Free parking
Schedule:
Ability to commute/relocate:
- Wakefield: reliably commute or plan to relocate before starting work (required)
Work Location: In person
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