Senior Receptionist

Job summary

As Senior Receptionist Administrator you will responsible for assisting the team in meeting the needs of both the patients and the practice, this will be alongside your existing Reception/Admin Rota Duties. This includes; assisting with Staff Rotas, Training, Prescription Governance, Escalations, Patient Services and Process Improvements.

Main duties of the job To deliver a positive experience to all patients and service providers by the provision of an efficient, confidential and professional service. To provide reception and administrative support to all members of the practice team. Liaising, supporting and coordinating varied activities across all levels of the team.

About us

GPS Healthcare is a high-performing, single-practice Primary Care Network (PCN) operating across six sites in central and south Solihull. We provide care to nearly 40,000 patients and work collaboratively with partner PCNs, University Hospitals Birmingham (UHB), Solihull Council, Community Services, and the Integrated Care Board (ICB).

Our team is committed to providing outstanding patient care within a supportive, forward-thinking environment. Solihull offers excellent transport links, a semi-rural setting, proximity to Birmingham Airport and the NEC, and access to scenic Warwickshire countryside contributing to a high quality of life for both staff and residents.

We offer a comprehensive range of staff benefits including: Competitive salary aligned with experience and

qualifications

Flexible working options to support worklife balance Membership of the NHS Pension Scheme Car Lease Scheme (subject to eligibility) A paid day off for your birthday Access to our Employee Assistance Programme (EAP) A friendly, supportive and professional working culture where development is encouraged Join us at GPS Healthcare and be part of a team committed to improving patient experience, organisational safety and high-quality care.

Job description

Job

responsibilities

Clinical Rotas Working with Site Manager (SM) to create rotas and maintain them; planning ahead (at least 4 weeks) for annual leave and study leave; finding solutions for sickness and short notice absences.

Bringing to SMs attention if unable to find solutions With SM liaise with GPs, ANPs, Nurses, and other clinicians to ensure safe working at all times.

(Minimum/Safe Working Policy) Reception/Admin Rota Create and maintain weekly rotas; planning ahead (at least 4 weeks) for annual/other leave; finding solutions for sickness and short notice absences. Bringing to SMs attention if unable to find solutions.

Keep Operations Managers Reception/Admin Baseline rota of work patterns and hours up to date.

Annual Leave Approval Manager rights on HR System to approve annual leave requests from Reception/Admin staff Manager rights on HR Systemto approve annual leave requests from GPs in the absence of the SM Transitional HR/Finance Supervision of Reception/Admin team Complete sickness reports for reception/admin team on HR System Complete Return to Work Interviews and record on HR Systemfor Reception/Admin staff Identify Training needs of Reception/Admin staff and provide mentoring where needed Monitor/audit mandatory training on BlueStream Academy of Reception/Admin staff Assist SM with annual appraisals of Reception/Admin staff Assist SM with Inductions and Probations for new Reception/Admin staff Assist SM with monthly payroll, checking overtime, sickness and any additional hour/pay for the SM to sign off before sending to Finance Governance and Compliance Health & Safety monthly checks to ensure that fire alarm and water checks etc., are being done; ensure actions from Hazard/Incident reports are completed and forwarded to SM, ownership of maintenance reporting, ensuring actions are completed Information Governance checks on weekly and/or monthly basis to ensure prescription governance is being adhered to including resolution, logging and destruction of error prescriptions and reporting back to SM to confirm completed; ensuring security of prescriptions at all times.

Ensuring confidentiality of patient information within the reception team at all times Communication/Team Meetings To act as the communication link for the reception/admin team ensuring all staff are updated appropriately; including Alerts, Notice Board Updates, PHE Promotions, changes to ways of working, templates etc.

Regular team meetings with reception/admin team; feeding back issues and areas of concern to the SM and leading the team meeting in the absence of the SM Ensure standard agenda, notes and action plans are in place Process Improvement To be proactive in identifying opportunities for improvement, working with the SM and Operations Manager to enable appropriate change Escalations Support the reception team with resolving complex queries or patient concerns in a timely manner Sending the initial response letter to all formal complaints received and bring to SMs attention Work with the SM to investigate all reception/administration complaints, finding solutions to reach a satisfactory outcome Work with the SM to investigate significant events involving reception/admin and share learning outcomes with

the team

Support reception team to identify occurrences of zero tolerance behaviour and escalating this at an early stage Cross Site Working Enable cross site working for reception/admin staff with buddy site Work closely with Senior Receptionist at buddy site Patient Services Ensure good customer service from reception/admin team at all times Manage patient expectations by being clear and honest in what we can do Have an understand of QOF, UPO and Enhanced Services and support SM with these activities when required Support To support the SM and Ops Manager as and when required

Person Specification

Experience Essential Excellent knowledge of primary care clinical and IT systems Exceptional interpersonal skills Experience in managing people Desirable Experience of working in a GP practice Experience of rota management Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.