Team Leader

Job Summary: To oversee, supervise and ensure that the practice reception runs smoothly and that patient queries and needs are met in a timely, courteous and efficient manner. Provide effective leadership to the reception team. Sharing duties and workload at the reception desk as and when required To undertake specific administrative duties as required by the practice and outlined below To proactively meet both practice current as well as future needs, which occur as a result of changes within and as required by the NHS To comply with all NHS processes and procedures as required by the practice and NHS Lambeth. The post holder will be fully supported in their role by the Partners, Practice Manager and Assistant Practice Manager. Primary Responsibilities The post holder will supervise the reception team, waiting areas, the overall smooth running of the clinics and administrative functions in relation to the Reception & Administration Team, supported by the Assistant Practice Manager. To provide effective leadership and offer general assistance to the Practice team and attached staff at the practice. To provide cross site working when required and working closely with and liaising with the Team leader at Pavilion Medical Centre and Assistant Practice Managers. Reception Team To oversee and ensure that the practice reception runs smoothly and that patient queries and needs are met in a timely, courteous and efficient manner. Maintain a weekly staffing rota for the reception team, ensuring adequate cover and duties are covered in the event of annual leave or unplanned absences. Organising the reception team Saturday rota. In liaison with the Assistant Practice Manager, manage leave requests from reception team. To supervise the reception team and their workload. Ensuring daily/weekly duties are completed within specified time frame. Supervising the performance of reception team in line with their job/role descriptions, motivating the team, providing them with guidance and feedback in relation to their work, with support from Assistant Practice Manager. Hold monthly team meetings to update the team on any relevant practice changes, raise and deal with any issues and identify any areas to discuss with the Assistant Practice Manager, including circulating the minutes after each meeting. Ensuring adequate training and personal development of the reception team. In liaison with Assistant Practice Manager design induction plans for new staff and provide them with the training they require and review of their progress. In liaison with the Assistant Practice Manager, ensure all staff are booked onto relevant training for Protected Learning Sessions and assisting in the organisation of training for practice only PLT. Support the Assistant Practice Manager in conducting annual individual performance reviews of direct reports with yearly review, designed to be a 2-way review of work objectives and work behaviours/skills. To assist with reception duties as and where required during busy periods both face to face and via the telephone and not excluding reception duties such as covering the practice email, task messages, prescriptions. Administration Allocate incoming Accurx Triage online forms to appropriate staff in line with practice protocols. Ordering and ensuring adequate stock levels of stationery related to Clinical areas e.g. Rx/Lab forms etc Collating and co-coordinating information returns to the Prescription Pricing Authority (PPA) and send completed spreadsheet to the finance partner. Operational Ensuring that the reception/waiting areas are kept clean, tidy and presentable in order to ensure a positive image to patients and visitors and to maintain health and safety standards. Maintaining up to date notices and patient information on practice premises. Manage the practice meetings diary and send invites to external parties Assist the Assistant Practice Manager with maintenance of the practice appointments system, including being responsible for adding clinical sessions to EMIS from within the given timeframe, managing clinic cancellations and rescheduling of appointments. Assist the Assistant Practice Manager with the setting up new users on EMIS Web Assist the Assistant Practice Manager with practice audits relating to appointments and repeat prescribing. Meet weekly with Assistant Practice Manager to discuss reception and operational issues. Attend practice wide meetings, regular meetings with the Practice and Assistant Practice Manager and external meetings as appropriate. Following practice complaints procedures as and when required. To ensure that any damaged or faulty medical equipment that is observed is reported to the relevant Practice staff member and that under no circumstances, repairs, tampering or modifying of such equipment is attempted To work with and support the Practice Manager to ensure the practice operates efficiently and productively. 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 recognizes 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. 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. This role is considered to be a developmental position and the jobholder will be encouraged to develop personal and business skills. Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Communication: The post-holder should recognise the importance of effective communication within the team and will: Communicate effectively with other team members. Communicate effectively with patients and carers. Recognise peoples needs for alternative methods of communication and respond accordingly. Most instruction and communication of activity will be via the practice manager. External communication will be with patients, Clinical Commissioning Groups and other NHS bodies, and other GP practices and service providers. 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 Job description Job responsibilities Job Summary: To oversee, supervise and ensure that the practice reception runs smoothly and that patient queries and needs are met in a timely, courteous and efficient manner. Provide effective leadership to the reception team. Sharing duties and workload at the reception desk as and when required To undertake specific administrative duties as required by the practice and outlined below To proactively meet both practice current as well as future needs, which occur as a result of changes within and as required by the NHS To comply with all NHS processes and procedures as required by the practice and NHS Lambeth. The post holder will be fully supported in their role by the Partners, Practice Manager and Assistant Practice Manager. Primary Responsibilities The post holder will supervise the reception team, waiting areas, the overall smooth running of the clinics and administrative functions in relation to the Reception & Administration Team, supported by the Assistant Practice Manager. To provide effective leadership and offer general assistance to the Practice team and attached staff at the practice. To provide cross site working when required and working closely with and liaising with the Team leader at Pavilion Medical Centre and Assistant Practice Managers. Reception Team To oversee and ensure that the practice reception runs smoothly and that patient queries and needs are met in a timely, courteous and efficient manner. Maintain a weekly staffing rota for the reception team, ensuring adequate cover and duties are covered in the event of annual leave or unplanned absences. Organising the reception team Saturday rota. In liaison with the Assistant Practice Manager, manage leave requests from reception team. To supervise the reception team and their workload. Ensuring daily/weekly duties are completed within specified time frame. Supervising the performance of reception team in line with their job/role descriptions, motivating the team, providing them with guidance and feedback in relation to their work, with support from Assistant Practice Manager. Hold monthly team meetings to update the team on any relevant practice changes, raise and deal with any issues and identify any areas to discuss with the Assistant Practice Manager, including circulating the minutes after each meeting. Ensuring adequate training and personal development of the reception team. In liaison with Assistant Practice Manager design induction plans for new staff and provide them with the training they require and review of their progress. In liaison with the Assistant Practice Manager, ensure all staff are booked onto relevant training for Protected Learning Sessions and assisting in the organisation of training for practice only PLT. Support the Assistant Practice Manager in conducting annual individual performance reviews of direct reports with yearly review, designed to be a 2-way review of work objectives and work behaviours/skills. To assist with reception duties as and where required during busy periods both face to face and via the telephone and not excluding reception duties such as covering the practice email, task messages, prescriptions. Administration Allocate incoming Accurx Triage online forms to appropriate staff in line with practice protocols. Ordering and ensuring adequate stock levels of stationery related to Clinical areas e.g. Rx/Lab forms etc Collating and co-coordinating information returns to the Prescription Pricing Authority (PPA) and send completed spreadsheet to the finance partner. Operational Ensuring that the reception/waiting areas are kept clean, tidy and presentable in order to ensure a positive image to patients and visitors and to maintain health and safety standards. Maintaining up to date notices and patient information on practice premises. Manage the practice meetings diary and send invites to external parties Assist the Assistant Practice Manager with maintenance of the practice appointments system, including being responsible for adding clinical sessions to EMIS from within the given timeframe, managing clinic cancellations and rescheduling of appointments. Assist the Assistant Practice Manager with the setting up new users on EMIS Web Assist the Assistant Practice Manager with practice audits relating to appointments and repeat prescribing. Meet weekly with Assistant Practice Manager to discuss reception and operational issues. Attend practice wide meetings, regular meetings with the Practice and Assistant Practice Manager and external meetings as appropriate. Following practice complaints procedures as and when required. To ensure that any damaged or faulty medical equipment that is observed is reported to the relevant Practice staff member and that under no circumstances, repairs, tampering or modifying of such equipment is attempted To work with and support the Practice Manager to ensure the practice operates efficiently and productively. 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 recognizes 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. 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. This role is considered to be a developmental position and the jobholder will be encouraged to develop personal and business skills. Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Communication: The post-holder should recognise the importance of effective communication within the team and will: Communicate effectively with other team members. Communicate effectively with patients and carers. Recognise peoples needs for alternative methods of communication and respond accordingly. Most instruction and communication of activity will be via the practice manager. External communication will be with patients, Clinical Commissioning Groups and other NHS bodies, and other GP practices and service providers. 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