Job description

Job responsibilities

1. To support the Team Leaders in dealing with daily issues/queries raised by staff by staff and patients on site.

2. To ensure sickness absence is reported through to the Team Leader, along with any issues identified as a result of the absence ie locking up procedures

3. Ensure regular daily updates/communications with Team Leader as appropriate to ensure fully aware of factors that could affect the role, using the appropriate method of communication

4. Supervise the Admin team ensuring maximum productivity and efficiencies and update the rota accordingly to ensure on the day work volumes and processes are prioritised, using the appropriate methods of communication

5. Monitor incoming call volume and call waiting times whilst ensuring all admin staff are taking calls in line with the rota at appropriate times plotted between 8 6.30. Escalate to TL where calls peak and become unmanageable and support is required

6. Review resourcing hours v demand for 'Admin ' Smart requests and oversee 'Medical requests' process

7. React positively and be flexible with regard to rota changes. Ensure staff are aware of these changes

8. Conduct first and second, non-complexed, return to work interviews, ensuring absence management procedures are followed and team members are provided with relevant information to improve their attendance at work, SC2 information is completed, and the Team Leader is advised accordingly to ensure working in line with policies & procedures

9. Conduct Staff 1:1 meetings at 3 months and 9 months, updating the Training Needs Analysis spreadsheet following reviews and whenever staff develop their skills

10. Ensure that the reception team are directing the patient to the most appropriate health professional or service and care navigation tools used e.g., hub star

11. Ensure that the reception team are informing patients how to make the best use of the service, using technology and systems as appropriate

12. Effectively deal with informal complaints specific to the remit of the role and document accordingly in line with procedure

13. Liaise with the Team Leader if a training requirement is identified

14. Undertake key processes/support the Admin Operations function in specific trained areas e.g., pathlinks, scripts, o-line appointment systems, reception, phones as and when needed

15. In the absence of the Team Leader update the rota when there is reactive staff absence, ensuring the relevant absence form is completed / accurate information documented

16. Report any performance management issues to Team Leader immediately and ensure the form is completed / accurate and full information documented

17. Assist with inductions for new staff members

18. Relay information from GPs and Management to the Admin team as necessary as instructed by TL / Manager

19. Share knowledge and have input in the development of Office Protocols and changes to processes

20. Assist with IT issues on site

21. Liaise with Team Leader in the first instance where health and safety or premises issues are identified and escalate to Estates Manager in Team Leader absence

Job responsibilities

1. To support the Team Leaders in dealing with daily issues/queries raised by staff by staff and patients on site.

2. To ensure sickness absence is reported through to the Team Leader, along with any issues identified as a result of the absence ie locking up procedures

3. Ensure regular daily updates/communications with Team Leader as appropriate to ensure fully aware of factors that could affect the role, using the appropriate method of communication

4. Supervise the Admin team ensuring maximum productivity and efficiencies and update the rota accordingly to ensure on the day work volumes and processes are prioritised, using the appropriate methods of communication

5. Monitor incoming call volume and call waiting times whilst ensuring all admin staff are taking calls in line with the rota at appropriate times plotted between 8 6.30. Escalate to TL where calls peak and become unmanageable and support is required

6. Review resourcing hours v demand for 'Admin ' Smart requests and oversee 'Medical requests' process

7. React positively and be flexible with regard to rota changes. Ensure staff are aware of these changes

8. Conduct first and second, non-complexed, return to work interviews, ensuring absence management procedures are followed and team members are provided with relevant information to improve their attendance at work, SC2 information is completed, and the Team Leader is advised accordingly to ensure working in line with policies & procedures

9. Conduct Staff 1:1 meetings at 3 months and 9 months, updating the Training Needs Analysis spreadsheet following reviews and whenever staff develop their skills

10. Ensure that the reception team are directing the patient to the most appropriate health professional or service and care navigation tools used e.g., hub star

11. Ensure that the reception team are informing patients how to make the best use of the service, using technology and systems as appropriate

12. Effectively deal with informal complaints specific to the remit of the role and document accordingly in line with procedure

13. Liaise with the Team Leader if a training requirement is identified

14. Undertake key processes/support the Admin Operations function in specific trained areas e.g., pathlinks, scripts, o-line appointment systems, reception, phones as and when needed

15. In the absence of the Team Leader update the rota when there is reactive staff absence, ensuring the relevant absence form is completed / accurate information documented

16. Report any performance management issues to Team Leader immediately and ensure the form is completed / accurate and full information documented

17. Assist with inductions for new staff members

18. Relay information from GPs and Management to the Admin team as necessary as instructed by TL / Manager

19. Share knowledge and have input in the development of Office Protocols and changes to processes

20. Assist with IT issues on site

21. Liaise with Team Leader in the first instance where health and safety or premises issues are identified and escalate to Estates Manager in Team Leader absence

Person Specification

Qualifications

Essential

• You must hold GCSE grades 49 (or equivalent) in at least five subjects, including Maths and English
• Relevant training or courses that support the ability to supervise a team

Skills

Essential

• Excellent communication skills (written, oral, listening)
• IT Skills
• Clear, polite, telephone manner
• Interpersonal skills
• Problem Solving skills
• Confidential

Desirable

• Knowledge of SystmOne IT system

Experience

Desirable

• Working within a GP Practice

Qualifications

Essential

• You must hold GCSE grades 49 (or equivalent) in at least five subjects, including Maths and English
• Relevant training or courses that support the ability to supervise a team

Skills

Essential

• Excellent communication skills (written, oral, listening)
• IT Skills
• Clear, polite, telephone manner
• Interpersonal skills
• Problem Solving skills
• Confidential

Desirable

• Knowledge of SystmOne IT system

Experience

Desirable

• Working within a GP Practice

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

Larwood Health Partnership

Address

56 Larwood Avenue

Worksop

Nottinghamshire

S81 0HH

Employer's website

https://www.larwoodhealthpartnership.co.uk/ (Opens in a new tab)