Shift Lead

Job description

Job responsibilities

Job Responsibilities :

• Provide supervision and guidance for the reception and administration team
• Act as the communication link between the management team and reception staff
• Support the Practice Manager, Deputy Practice Managers and Reception Manager with continuous improvement change initiatives.
• Ensure that the reception team receive, assist and direct patients in accessing the appropriate service or healthcare professional in a caring, courteous and effective way
• Lead the team though positive role-modelling and example
• Ensure the implementation of practice procedures and policies
• Ensure all daily duties are completed before end of day
• Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors
• Assist the practice in achieving target based functions such as Quality and Outcomes Framework or Locally Commissioned Services
• Maintain a safe efficient working environment, have a thorough knowledge of practice procedures and ensure the reception team works in accordance with protocols
• Resolve queries/problems from patients
• Plan the reception rota together with the Reception Manager, ensuring there is adequate cover at all times, including during periods of staff absence and to accommodate lunch and staff breaks
• Quickly resolve any IT issues including issues with printers, EMIS system, calling board and check in machine
• Train new and existing staff to ensure they are able to undertake their role

Services

Maintain effective communication with the Practice Management Team

Develop and assist in the development of protocols, standard procedures and performance standards

General

Deal with general administrative issues

Attend regular and ad hoc staff meetings as required

Undertake other relevant duties assigned by the Practice Management Team from time to time, in order to ensure the smooth running of the practice

Confidentiality

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately

In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential

Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Health and Safety

Under the Health and Safety at Work Act 1974, as an employee, you must take reasonable care for the health and safety of yourself and for other persons who may be affected by your acts or omissions at work. The Act also states that you must not intentionally or recklessly interfere with or misuse anything provided in the interests of health, safety and welfare.

You will assist in promoting and maintaining your own and others health, safety and security as set out in applicable Practice polices and protocols. This will include:

Using personal security systems within the workplace as directed

Identifying risks involved in work activities and managing those risks

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards

Reporting health and safety hazards and infection hazards immediately when recognised

Keeping own work areas and general / patient areas clean and assisting in the maintenance of general standards of cleanliness

Equality and Diversity

The practice is committed to developing, supporting and sustaining a diverse workforce, representative of the community it serves, through the creation of a work environment where staff are able to do their jobs to the best of their abilities without discrimination or harassment. The post-holder has a responsibility to ensure that they understand the standards we expect and to promote and adhere to the policies and measures adopted by the practice.

The post-holder will support the equality, diversity and rights of patients, carers and colleagues by:

Acting in a way that recognizes the importance of peoples rights and that is consistent with practice policies and current legislation

Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues

Behaving in a welcoming manner which is non-judgmental and respects the circumstances, feelings priorities and rights of others

Vulnerable Adults, Children & Young People

All members of staff have a duty to safeguard and promote the welfare of vulnerable adults, children and young people in all relevant areas of their work. This will include timely attendance at relevant training events and compliance with practice procedures.

Personal/Professional Development

The post-holder will participate in any training or development programme implemented by the practice as part of your employment. This will include:

Participating in an annual individual development and performance review, including taking responsibility for maintaining a record of your own personal and/or professional development

Taking responsibility for your own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Keeping abreast of legislative changes and guidance relating to your role

Quality

The post-holder will strive to maintain quality within the practice, and will:

Alert other team members to issues of quality and risk

Assess your own performance and take accountability for your own actions, either directly or under supervision

Contribute to the effectiveness of the team by reflecting on your own and team activities and making suggestions on ways to improve and enhance the teams performance

Work effectively with individuals in other agencies to meet patients needs

Effectively manage your own time, workload and resources

Communication

The post-holder should recognize the importance of effective communication within the team and will strive to:

Communicate effectively with other team members

Communicate effectively with patients and carers

Recognize peoples needs for alternative methods of communication and respond accordingly

Contribution to the Implementation of Services

The post-holder will:

Apply Practice policies, standards and guidance

Discuss with other members of the team how the policies, standards and guidelines will affect own work

Participate in audit where appropriate

Person Specification

Skills

• Ability to co-ordinate and lead a team to achieve goals
• Exemplary communication skills with patients
• Clear and professional written communication skills
• Ability to de-escalate situations and manage critical situations
• Ability to train and teach other staff
• Knowledge of internal processes and procedures
• Ability to meet tight deadlines and keep up with change
• Organisational and logistical skills

Qualifications

• GCSE or equivalent (required)

Experience

• Abiliity to use EMIS
• Ability to meet tight deadlines and keep up with change

• Ability to solve IT and technical issues independently

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.

Employer details

Employer name

Morris House Group Practice

Address

239 Lordship Lane

London

N17 6AA

United Kingdom

Employer's website

https://www.mhgp.co.uk