Job Description

This job description is subject to a flexibility clause and may change according to business requirements.

Managing people

Responsible for staffing and service levels (i.e. Holiday, overtime, absence).

Supporting your team to deliver and fulfil patient's needs with continued 'on the job' training and development of your team.

Regular 1-1 employee engagement meetings and performance reviews. Know your team and how to motivate them, adjusting your leadership style to get the best out of individuals.

Support team engagement by scheduling, conducting and documenting team meetings, ensuring you champion practice goals and initiatives.

Take the lead on informal complaint resolution.

Support your team and other colleagues with the incident and zero tolerance process.

Identify training needs for your team and any highlight to your line manager.

Organisation

Ensure the smooth running of the reception area so that it is welcoming, friendly and clean.

Ensure posters/patient and information leaflets in the surgeries are replenished and ensure that any patient literature (such as Welcome Letters) is always up to date.

Act as the first point of contact for all clinicians and other surgery staff, regarding any concern or issue, resolving where possible and/or feeding up the reporting line.

Responsible for ensuring that the practice is opened and closed on time, highlighting any potential issues to your line manager.

Lead on operational inductions for new staff/locums/trainees etc.

Co-ordinate best use of clinical rooms.

Ensure that patients are aware that there is an effective complaint process in operation and escalate any appropriate and formal complaints.

Propose new ideas that would benefit the patient experience.

Monitor the practice website and ensure that any updates are highlighted to the Patient Experience Manager.

Management of petty cash, if applicable.

Premises, Fire, Health & Safety, Infection Control

Take the lead on resolving H&S and maintenance issues and liaising with contractors and ensuring your Line Manager is kept up to date.

Ensure premises are cleaned and maintained, with adequate security and fire protection. Arrange maintenance contracts as required.

Assist in the assessment and evaluation of accommodation requirements. Co-ordinate any future developments.

Monitoring of all servicing / repair requests.

Providing meter readings to suppliers as required (Gas, Electric, Fax).

Support the organisational Assurance Framework inputting and evidencing information as required.

Weekly testing of fire alarm/s.

Weekly and monthly Legionella checks.

Ordering and monitoring of internal distribution of FP10 prescriptions..

Monitoring all stationery levels including printer toners / drums and placing orders. according to organisations preferred supplier.

Recording and filing of documents such as cleaning schedules.

Person Specification

Qualifications and experience

Previous experience of supervising people in a fast-paced service environment (essential)

A desire to develop the skills and confidence within a team to fulfil their potential whilst continuously improving patient services (essential)

Willingness and ability, to assertively manage difficult conversations with patients and colleagues (essential)

Enthusiasm to challenge the 'status-quo' and skilfully manage conflicting priorities in the workplace (essential)

Ability to build strong working relationships with your team, the wider surgery colleagues and our muti-disciplinary PCN team, and external agencies (essential)

Excellent communication skills both orally and in writing (essential)

Ability to work under pressure while maintaining a positive professional attitude (essential)

Working knowledge of medical terminology (desirable)

Experience in maintaining a successful maintenance, repairs and servicing program (desirable)

Job Types: Full-time, Part-time

Pay: 26,598.00-27,651.00 per year

Work Location: In person