Job responsibilities
MAIN DUTIES AND RESPONSIBILITIES
Policies and Procedures
Contribute to the continuous improvement and updating of processes, systems, policies and procedures, including proposing and implementing changes to those which impact the practices.
Workforce
Ensure reception and administration staffing levels are adequate across all areas.
Support the development of systems and processes to record, monitor and report on reception and administration workforce issues and staffing levels.
Ensure all staff have up to date appraisals and are compliant with mandatory training requirements for non-clinical staff.
Support the development of staff and manage performance and employee relations issues in line with advice and support from the Symphony HR team for non-clinical staff.
Manage non-clinical staff induction and training and ensure that all staff are adequately trained to fulfil their role.
Support and mentor non-clinical staff, both as individuals and as team members.
Smart Cards - to unblock smart cards and act as registration authority agent.
To assist in the smooth running of the surgery computer and telephone systems. To liaise with EMIS and X-on to maintain the smooth running of systems.
Help staff with IT issues and any training.
Patient Care
- Monitor and review patient access and focus on continual improvement of patient services.
Ensure the practice has sufficient clinical staff to meet demand and ensure that appointment capacity is sufficient to meet both planned and unscheduled demand.
- Ensuring the smooth running of reception procedures - front desk and telephone - ensuring adequate levels of staffing, training and supervising reception staff, helping recruit new staff and helping carry out staff appraisals.
- Acting as the primary point of contact in reception for clinicians asa provider of service to the clinical team.
Operational Management
Support the implementation of the Enhanced Primary Care model within the practice and work with clinical and non-clinical staff to implement new working practices.
Support that the practice links with Complex Care services.
Monitor and review performance and delivery of key operational targets and milestones for the area on a monthly basis.
Ensure protocols and procedures are in place, and are reviewed regularly and updated as required which support from the Operating Company.
Ensure regular reporting on operational performance is shared with the practice team.
Assist the Practice Manager to ensure that the Practice remains within agreed budgets.
Rota Management - have oversight of all clinical and non-clinical rotas and that they are planned (at least three months in advance) and reviewed regularly by the rota coordinator.
Ensure effective planning and management of annual leave for reception/administrator non-clinical levels of staff.
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 to be regarded as strictly confidential.
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
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, to include (but not limited to):
- 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, and initiate and manage the training of others.
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
- Reporting potential risks identified.
- Ensuring colleagues across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management.
- Maintain up to date knowledge of health and safety and infection control statutory and best practice guidelines and ensure implementation across the whole practice.
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 recognises the importance of peoples 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-judgemental 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:
- 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 teams performance.
- Work effectively with individuals in other agencies to meet patients 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 effectively with other team members.
- Communicate effectively with patients and carers.
- Recognise peoples needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation 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 audits where appropriate.
