*MUST HAVE PRIMARY CARE/ GP PRACTICE experience for application to be considered *
We are looking for an experienced Admin/ Reception Team Lead to join our friendly, established team. You must have experience of working in general practice and have held a similar position as a medical receptionist/ administrator previously with Systmone experience.
At Ashcroft Surgery we have two Admin Team Leads, to manage the reception and back-office admin team. Ensuring the smooth daily running of the reception, incoming calls, and dealing with patient enquiries. As well as the clerical back-office admin work which includes dealing with patient enquiries, secondary care interface, third parties, referrals and supporting the clinical team. This role will directly line manage the reception and admin staff. Which includes staff forecasting, recruiting, retention, inductions, rotas, training, and performance management. Ensuring the admin team deliver first class patient care, whilst providing support and motivation.
More about us…
We are a practice consisting of 5 GP Partners, 5 salaried GP’s, 4 Practice Nurses, 3 Health Care Assistants, and a lovely admin team. We have around 8,900 patients. We operate from a large multi-purpose building in Eccleshill, where we also have Physiotherapists Social Prescribers, Ultrasound, Epilepsy and memory clinics and the District Midwives. We have a strong training focus in practice, training 6 GP registrars, FY2 doctors, medical students, advanced nurse practitioners, and nursing students. We are an understanding, flexible, warm, supportive multi-disciplinary team, with experienced staff that have worked with us for many years. And we are proud to have a very low staff turnover due to the friendly, professional, rewarding, and supportive environment.
Job Overview:
The Admin Team Lead role will work with the Practice Management Team and Partners, to implement an advanced Care Navigation pathway. To improve the efficiency and effectivity of the reception team and improving customer service to patients. This includes implementing changes and improvements, to reduce call volumes and waiting time, and deal with calls more efficiently. Managing and monitoring the utilisation of all clinical appointments, such as Extended Access appointments and specialised clinics. The Admin Team Lead will also evaluate clerical pathways to make improvements and efficiencies to improves back-office processes and reduce the workload. This role is line managed by Practice Manager.
Key Responsibilities:
Operational duties:
· Support the day to day running of the reception and admin team.
· Supporting the Practice Manager with on the day staff sickness. Changing rotas and coordinating the communication to patients via the admin team.
· Ensuring there is a robust admin/ reception staff rota to open and close the practice daily. With sufficient cover at all times.
· Ensure all clinical rooms are set-up for the day and allocated correctly.
· Evaluate current work practice for reception team and suggest and implement structured improvements.
· Implement and oversee the Care Navigation process, improving services to patients, whilst improving appointment utilisation. And patient record keeping.
· Auditing the on-call list, identifying non- emergencies, and updating and training the team on appropriate use of the emergency board in collaboration with the on-call GP.
· Management of telephony systems, updating contacts, staff lists, analysing call data and implementing improvements, practice updates and staff training.
· Decrease call volumes, waiting times and call durations, improving efficiency.
· Monitor throughout the day the daily call volumes, abandoned calls, and ensuring all available staff are answering calls promptly and efficiently.
· Deal with on the day patient complaints, trying to resolve these from escalating to written complaints.
· Issue zero tolerance letters to patients, checking that all the sufficient information.
· Oversee the registration process for all new patients and introduce efficiencies where possible. Complex registration problem solving, Immigration issues, adoptions, gender reassignment etc.
· Oversee the private letter requests from patients, logging, and processing these in a timely and accurate manner.
· Responsible for self-service arrivals screens and improving customer service in practice.
· Health & Safety Officer for the reception area. Identifying any concerns and addressing and escalating to senior management.
· Manage and monitor Extended Access appointment utilisation.
· Significant Event Analysis (SEA) reporting for all on non-clinical SEA’s.
· GDPR & Information Governance Lead for Reception, auditing, and reporting.
Staff Management:
· Assist Practice Manager in performance management, staff sickness, return to work, appraisals, staff risk assessments.
· Rota management, Workforce planning (holiday distribution, arbitration, cover).
· Holding daily huddles with the team.
· Help in Staff forecasting, Recruitment and Induction.
· Creation, implementation and updating all Reception Team training modules.
· Ensuring the reception team are up to date with mandatory training.
· Protected learning time (PLT) planning and delivery for the year.
Communication:
· Recognise the importance of effective communication and strive to communicate effectively with staff members and patients.
· Efficiently communicate with staff on policies and procedures, practice updates etc.
· Deal with queries from doctors, other staff, patients, and other agencies.
· Problems solving and supporting staff within practice and patients.
· Problem solving and reporting to the senior management team.
· Overseeing all staff communication boards in the reception and back-office areas.
· GDPR and Information Governance Officer, to ensure Reception is compliant.
· Attend and participate in regular Lead and Management meetings.
The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the Practice.
Qualifications, Skills & Experience Required:
· Must have primary care/ healthcare experience.
· Experience with SystemOne (essential).
· Ability to share the role with another very experienced Admin/Reception Team Lead.
· Ability and proven track record to manage a team effectively, confidently, positively, and fairly.
· A minimum of 2 years admin/ clerical experience.
· Excellent verbal and written communication.
· Experience of complaint handling.
Offer:
- Location: On site working Monday to Friday at Newlands Way, Eccleshill, Bradford, BD10 0JE.
- Contract: Permanent
- Salary & Benefits: Competitive salary based on experience, with opportunities for professional development and training.
- Supportive Team Environment: Work alongside other healthcare professionals such as GPs, healthcare assistants, and administrative staff.
Job Types: Full-time, Part-time, Permanent
Pay: From £24,000.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
Education:
- GCSE or equivalent (preferred)
Experience:
- Customer service: 2 years (preferred)
- Administrative experience: 2 years (preferred)
Language:
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
