Job Description

Being responsible and accountable for the Practice reception/administration function including the development, improvement and implementation of admin processes, ensuring proficient use of the practice management software-System1. Managing the Practice reception to enhance culture and motivation to increase productivity to ensure a high level of service for our patients is maintained. Line-managing and supervising two Site Co-ordinators and, by extension, all Care Navigators. Ensure training and development for reception colleagues is delivered consistently to ensure practice and self-development in line with practice needs.



Overseeing reception/back-office resource planning, recruitment, induction, training, development and retention of Care Navigators delegating where appropriate to Site Co-ordinators. Carry out annual appraisals for staff who report directly to the Operations Manager to ensure that their team appraisals are undertaken annually, and play an active role in performance management, ensuring all probationary and annual review dates are diarised and fulfilled. Support colleague and patient engagement principles, assisting in the resolution of both customer and third-party provider complaints. Ensure accurate and up to date patient complaint and incident handling ensuring that all staff are fully aware of the process.



Offering support to our clinical team when required. Investigate all formal complaints, co-ordinating responses to patients within set deadlines. Be the first point of contact for our PPG members, planning and co-ordinating PPG meetings, developing action plans, recruiting new members and ensuring meetings and minutes are published within timeframes. Co-ordinate patient surveys, analysis and feedback.



Ensure clear and patient friendly messaging on surgery websites, telephones, SMS, surgery noticeboards and any social media platforms. Support the service delivery of new contracts, initiatives and projects. Ensure management information is provided on routine activities regularly for review / audit e.g. phone answering, DNAs, referrals etc.



Oversee the presentation of the practice ensure premises and grounds are welcoming, presentable & clean, and display materials are neat, clean and in date. Constantly review security of the practice and ensure policies are followed at all times. Feedback to OMT. Help ensure provisions are sourced economically and are suitable for the efficient running of the practice e.g.



stationery, vaccines. Ensure the practice works collaboratively with other local practices to redesign and deliver services for the benefit of patients and the practices involved. This is not an exhaustive list.