Reception & Patient Liaison Lead - London, United Kingdom - Putneymead Group Medical Practice

Description

Job summary

We are looking for a skilled and experienced Reception& Patient Liaison Lead to join our practice team.

Thepost holder will be managing a large dynamic team comprising ofreceptionist/care navigators/GP Assistants

Main duties of the job

Work autonomously and effectivelyto meet all necessary deadlines.

Communicate with team members,patients, carers, tenants and third parties in a professional and timely manneralways.

Assist in CQC and other externalinspections as required.

Be accountable for the workstreams and responsibilities outlined in this document.

Work in collaboration with staffat the branch surgery to ensure patient liaison activities are met in a timely manner.

Support and enforce internalprocesses, policies and procedures with diligence and integrity.

Offer support to colleagues andhelp with additional work streams occasionally when unforeseen and exceptionalcircumstances arise.

Attend Lead or Partners meetingsduring working hours.

Work closely with the Partners,COO and Leads to ensure they are updated on current, planned, and unforeseen issues.

Act as mediator in situationsinvolving conflict as required.

To work collaboratively with theother management Leads to ensure the smooth running of the practice.

To support theappropriate covering of reception roles throughout the practices opening hours

About us

Putneymead Group Medical Practice is alarge, forward thinking, supportive & friendly training practice operatingin a spacious modern premises. We possess multiple services within our premisesincluding pharmacy,osteopathy & sports rehab, private consultant clinics.We have a large clinicalteam which includes 20+ GPs, 3 PA, 4 Pharmacists, 3 Physios, 5 nurses, 4 HCAs.We support an approximate26,000 patient population which offers great exposure to a variety of patientneeds. As a teaching practice we hold a strong ethos in learning anddevelopment of our staff

Job responsibilities

JOBTITLE: Reception& Patient Liaison Lead

HOURSOF WORK: hours perweek

REPORTSTO: ChiefOperations Officer

Overview of the role:

Towork within a team of management Leads, and working closely with the clinicalPartners, in a large, modern GP surgery. The post-holder will be supported by aReceptionist Supervisor to carry out aspects of the role related to managementof the reception team.

Location of work

The Reception Team Lead will be based at the main Practice site (266Upper Richmond Road) however in exceptional circumstances the responsibilitiesmay extend to arranging for the reception cover of the branch site(s) whichcurrently includes the Student Medical Centre at Roehampton University andtherefore the Lead will need to liaise with colleagues working in branch sites.

Collaborative and autonomous working

TheReception Team Lead will:

work autonomously and effectively to meet all necessary deadlines

Communicate with team members, patients, carers, tenants and thirdparties in a professional and timely manner at all times.

assist in CQC and other external inspections as required

be accountable for the work streams and responsibilities outlined inthis document

work in collaboration with staff at the branch surgery to ensurepatient liaison activities are met in a timely manner

offer support to colleagues and help with additional work streamsoccasionally when unforeseen and exceptional circumstances arise

attend Lead or Partners meetings during working hours

work closely with the Partners and Leads to ensure they are updatedon current, planned and unforeseen issues

act as mediator in situations involving conflict as required

To work collaboratively with the other management Leads to ensurethe smooth running of the practice

To cover extended hours at the practice on a Rota basis with the other management Leads

Duties & responsibilities

1. Recruitment

To work collaboratively and lead jointly with the HR Lead in therecruitment process for all receptionists

Ensure HR, Rota and Finance leads are given all necessaryinformation in good time to support the reception team recruitment

To develop recruitment packs in conjunction with the HR Lead

Ensure all necessary HR information for reception staff and CareCoordinators is complete and up-to-date in line with external guidance and CQC

2. SignificantEvent Reviews

Manage and complete SEA investigations in collaboration with allother parties involved

Share SEA information with external organisations as necessary, toinclude the escalation of serious incidents with NHSE in collaboration with theGP SEA lead

Act as the main point of contact for all non-clinical SEAs

3. Organisational feedback

Manage all feedback received from patients and external parties

To identify themes arising from feedback and work with patientgroups or practice team to address themes

Share feedback with the team as necessary

Ensure timely high quality formal written responses are sent toindividuals who have provided feedback including online reviews.

4. Patientengagement activities

Promote a culture of patient-centered care at all times and helpdevelop a deeper understanding of the importance of patient engagement acrossthe organisation

Take a lead in implementing changes as proposed by patients wherepossible

Chair Patient Participation Group (PPG) meetings and act as the mainliaison point for the PPG members

5. Personalabsence, leave & cover

Ensure the Standard Operating Procedure for this role is easilyaccessible by colleagues during periods of planned or unplanned absence fromthe premises

Ensure adequate cover is in place for periods of planned leave

Remain easily contactable during working hours and inform staff whenoff-site with instructions of how to seek advice for urgent matters

Ensure adequate handover and necessary training has taken place whenon leave

6. Supportfor the Partners

The post holder will research, monitor, produce and/or type anydocumentation for the Partners that pertains to clinical and administrativematters related to the practice. On occasions these matters may fall outside ofthe remit of work streams outlined in this document. These must be presented inan accurate, neat and timely fashion within deadlines provided specific to eachoccasion

7. Induction and Training of reception staff

Ensure you are competent in all reception tasks, duties and cansupport cover if required

Undertake full induction and training for all new receptionists incollaboration with the Reception Supervisor and undertake an assessment ofcompetencies in relation to all reception procedures and processes

Ensure all mandatory and regulatory training has been undertaken atthe start of employment and keep a record of all training

Ensure all receptionists have a formal one-to one review at the endof their induction and probation periods

8. OngoingSupervision, Training, Mentoring and Support

In collaboration with the Reception Supervisor ,continue ongoingsupervision, mentoring and support of all receptionists after their inductionand probation period in relation to all of their roles

Work behind reception regularly to maintain own skills and observethe practice of others

Arrange regular reception training update sessions

9. Appraisals

Undertake a formal annual individual appraisal for all receptionists

10. Performance Management

Act as immediate line manager to all receptionists and Care Coordinators

Address performance management issues early and promptly, in keeping with regulatory and practicepolicy

Seek early advice from the HR & Rota Lead for all mattersrelating to performance management

Maintain up-to-date knowledge of HR policy in relation to theperformance management of receptionists

Ensure accurate, detailed, objective and timely electronicdocumentation is kept of all issues relating to performance of receptionistsincluding the actions taken

Notify the HR Lead and Partners of all potential grievance issues

Manage matters relating to grievance in collaboration with the HR Leadand Partners

11. Complaints

Manage all formal complaints received by the practice and ensure allcomplaints are dealt with in keeping with practice, statutory, legal and bestpractice guidelines

Act as the main point of contact in the organisation for all formalcomplaints

Support the clinical Complaints Leads with administrative function,co-ordination and support

12. Assessment,analysis and improvement of Reception systems, processes & policies

Work in collaboration with the IT Lead to ensure that the practicetelephone system is operational throughout the day and during practice closure.

Monitor activity on the online triage system (AccuRX) and ensurethat all reception staff are trained in the use of this tool. Ensure thatworkflow through this tool is managed effectively on a daily basis.

Maintain patient registration policies and monitor patient turnoverand capitation. Share this information regularly with the reception team andother Leads

Implement systems to regularly analyse, assess, improve and updatereception processes, policies and procedures

Provide and share regular audits of reception related tasks such ascall handling times, demand on telephone lines and dropped calls. Take actionto improve in these areas as required

Regularly monitor efficiency of works streams and outputs on allprocesses including new patient registrations, Docman EPS, processing of FP69s,FP22s, summarising, Summary Care Records, script processing and ElectronicDischarge Summaries and implement changes to improve quality and efficiency

13. Managing Processes and Policies

Ensure robust policies and process are in place for SEAs,complaints, dealing with organisational feedback and Patient ParticipationInitiative (PPI) activities

Chair regular team meetings to discuss SEAs, complaints, feedbackand PPI suggestions

Undertake and share regular audits in relation to the feedback, SEAsor complaints received and demonstrate organisational change as a result

Ensure timely responses to media feedback forums such as NHS Choices

Work with IT, Reception and team leads to ensure the practicewebsite and patient-related information throughout the building and on-line isaccurate, update and representative of the services offered

14. Rota

Liaise with the Rota Lead regularly to ensure the reception Rotameets the operational needs of the Practice

15. Team meetings& Reception representation

Arrange and lead regularreception and Care Coordinator team meetings and discussions

Ensure adequate minutes aretaken for each meeting and shared with all receptionists

16. Reception areas

Undertake daily walk round inspections of all reception areas

17. Flexibility& additional evolving responsibilities

Tocarry out other duties that are required within the role as it evolves withinthe development of the organisation

Thepost holder is required to carry out any duties that may reasonably berequested by the Partners

ThisJob Description is neither exhaustive nor exclusive and will be reviewedperiodically in conjunction with the post holder.

Qualifications

Essential

Experience

Essential

Desirable

Key Attributes

Essential

Core Knowledge

Essential