Operations Support in Cleveland

Main duties of the job

The successful candidate will demonstrate:

• Leadership skills: able to motivate and guide the team, delegate work appropriately and be able to deliver both positive and negative feedback.
• Strong organisational skills: able to plan/prioritise the various workloads effectively and to meet deadlines without compromising the quality of work.
• Ownership and accountability: taking pride in your work and the work of the team as well as being proactive at all times.
• Lead by example: be highly competent in all aspects of reception work.
• Confident and professional communicator: be approachable, friendly with tact and empathy to enable effective communication with everyone in the practice and our patients.
• Fast learner and good teacher: you'll need to pick up the processes and systems quickly as they change and pass on to your team effectively.

Job responsibilities

• To be responsible for the smooth and effective running of the combined reception and administration function, providing day-to-day operational oversight and support to staff working across both areas.
• To ensure all reception and administrative duties are carried out efficiently, consistently, and to the required standard, in line with organisational objectives and patient service expectations.
• Where necessary to act as a central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multi-disciplinary team members and external agencies such as secondary care and community service providers.
• Support the Operations Manager promoting quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development and carry out other duties as directed by the Operations Manager and GP Partners.
• The Operations Support is responsible for:

• Leading by example, maintaining a professional attitude at all times and championing practice processes.
• Working closely with the practice's Operations Manager to collaborate on projects and processes to ensure the practice provides a high level of care and service to our patients.
• Providing day-to-day support and oversight within the integrated reception and administration function, ensuring staff work in line with agreed practice protocols.
• Support the development of reception and administration staff by providing guidance, coaching, and direction, ensuring all staff remain up to date with mandatory training.
• Ensure staff working within the reception and administration function are trained across all core duties by the completion of their 6-month probationary review.
• Identifying and delivering additional team training where required.
• Managing both non-clinical and clinical staff absence, ensuring absences are logged on Teamnet and flag any possible locum requirements to the Operations Manager.
• Monitoring the staffing levels on a daily and weekly basis, ensuring adequate cover at key periods by advance rota planning of at least two weeks.
• Contribute to the maintenance and update of all reception/administration policies and procedures.
• Monitoring the practice appointment system throughout the day, ensuring that slots are used effectively and appropriately.
• Monitoring the daily workload and planning for contingencies at peak times.
• Daily monitoring of the incoming calls to ensure calls are answered in the agreed timescale by the reception team.
• Managing any IT issues with the relevant provider.
• Oversee and distribute tasks within the integrated reception and administration function, ensuring timely and effective completion.
• Acting as a mentor to new non-clinical staff and ensuring staff rotas are created to allow for supervision and training.
• Provide initial guidance and advice to patients who wish to verbally complain, with a view to resolving any concerns before they become an official complaint.