Overview

As a GPEA Team leaderyou will be responsible for the day-to-day supervision and management of GPEAreception staff and associated functions, including the repeat prescribing andthe clinical system, ensuring all functions are carried out in accordance withagreed procedures, protocols and time-scales, and reporting to the practicemanager as necessary.

Shift Pattern

Week 1: Monday-Friday 12:00-20:00

Main duties of the job

• Organising the reception rota and ensuring sufficient cover is provided at all times.
• In agreement with the GPEA Lead Coordinator, arranging locum staff when required.
• To co-ordinate and participate in reception duties.
• Ensuring all patients and visitors are treated in a professional and pleasant manner.
• To assist with the registration of new patients, repeat prescription requests, booking appointments and take joint responsibility for dealing with any queries that arise in Reception.

About us

Sutton PCNs is the network of Sutton PCNs working togetherin Sutton and is also the local GP Federation. All GP practices in Sutton areshareholders (members) of the Sutton PCNs and our Board provides clearleadership through strong GP practice/PCN representation. Our mission is towork collaboratively with patients, practices, the emerging Primary CareNetworks (PCNs) and staff to deliver consistently outstanding health and careservices for all our communities.

As is the case elsewhere, Primary Care in Sutton is underextreme pressure. The challenge for Sutton PCNs is to work in partnership withour local ICB our four PCNs (and 24 practices) and the wider Integrated CareSystem in Southwest London to help shape and implement the transformation ofPrimary Care in Sutton to ensure that it can both survive and thrive whileshifting to population health approaches to health and care.

The Sutton PCNs shape and deliver health care with ourpractices to improve patient outcomes. We have developed a comprehensivestrategy for the development of the Sutton PCNs. The post holder will have akey role in supporting the development of our Extended Access and as such willbe required to have significant experience of either primary care ordevelopment of small or emerging organisations. You\'ll be joining a great teamin a great place, where your commitment will be genuinely valued, your skillsrespected, and your ambition rewarded.

Job responsibilities

• Manageand support a EA staff at any one time to ensure quality standards are metat all times
• Ensurethe smooth running of both the Enhanced Access Service
• Fillthe scheduled rota with the necessary staff required for each EA site
• Liaisewith Agencies & pool staff to fill all vacant sessions.
• Confirmall shifts with the relevant booked staff ahead of their session.
• Maintaincorrect data across different platforms. Rota and sessions should besynchronised on Lantum, Emis and Teamnet.
• Createcorresponding sessions on Emis once Clinical Staff are confirmed.
• Update shifts accordingly on Lantum for pool staff.
• Checkclinics on a daily basis to see if patients are booked and sessions filled
• Liaisewith service managers for up-to-date information
• Allocatetasks to Site Administrators to fill vacant sessions.
• Actas a central point of contact for external trouble shooting/crisismanagement, including out of hours service sites
• Collatedata reports for services as required by management and commissioners
• Completeprotocols, templates for computer input on EMIS
• Implement mandatory and personal developmenttraining for staff
• Monitorstaff sickness in accordance with the sickness policy, carry out 1:1return to work interviews, and take appropriate action (with the supportof PCNs HR team) when trigger points are breached.
• Responsible for the agenda, minute taking andcirculation of non-clinical meetings for reception
• Review and approve invoices from Lantum andsuppliers
• Audit HUB usage and respond to queries
• Participate in recall of patients
• Ordering, updating and keeping stock levels
• To ensure rapid response to incoming telephonecalls and ensure appropriate action is taken and messages are recorded and takeimmediate corrective action when needed.
• Useappointments analysis software to compile monthly activity including DNAs
• Learnand use medical terminology
• Ensureappropriate posters and leaflets are displayed
• Conductand assist with clinical and non-clinical audits
• Assistin reception duties when required
• Ensureall equipment is serviced and maintained regularly in line with procedures
• Implementand monitor all Health & Safety requirements, e.g., infection control
• To undertake work to support CQC compliance inregard facilities, documentation and the service e.g., SOP, Business ContinuityPlan, Reporting.

To be considered for this exciting role youmust have:

• Reception or customer care experience isessential
• Experience using: EMIS, Accurx, DART, ERS
• Ability to lead and manage a team
• The person must be an excellent communicatorboth spoken and written
• Must have PC skills will be able to use basicWord, Excel and e-mail
• Must be able to work withinprocesses/procedures
• Should be personable, polite and patient
• Needs to maintain confidentiality and datasecurity Needs to apply common sense when dealing with situations which do notfit the norm
• Must be adaptable and comfortable dealing withchanging priorities
• Must be flexible to work different shifts asrequired by business needs Must be a team player

Job description

Job responsibilities

• Manageand support a EA staff at any one time to ensure quality standards are metat all times
• Ensurethe smooth running of both the Enhanced Access Service
• Fillthe scheduled rota with the necessary staff required for each EA site
• Liaisewith Agencies & pool staff to fill all vacant sessions.
• Confirmall shifts with the relevant booked staff ahead of their session.
• Maintaincorrect data across different platforms. Rota and sessions should besynchronised on Lantum, Emis and Teamnet.
• Createcorresponding sessions on Emis once Clinical Staff are confirmed.
• Updateshifts accordingly on Lantum for pool staff.
• Checkclinics on a daily basis to see if patients are booked and sessions filled
• Liaisewith service managers for up-to-date information
• Allocatetasks to Site Administrators to fill vacant sessions.
• Actas a central point of contact for external trouble shooting/crisismanagement, including out of hours service sites
• Collatedata reports for services as required by management and commissioners
• Completeprotocols, templates for computer input on EMIS
• Implement mandatory and personal developmenttraining for staff
• Monitorstaff sickness in accordance with the sickness policy, carry out 1:1return to work interviews, and take appropriate action (with the supportof PCNs HR team) when trigger points are breached.
• Responsible for the agenda, minute taking andcirculation of non-clinical meetings for reception
• Review and approve invoices from Lantum andsuppliers
• Audit HUB usage and respond to queries
• Participate in recall of patients
• Ordering, updating and keeping stock levels
• To ensure rapid response to incoming telephonecalls and ensure appropriate action is taken and messages are recorded and takeimmediate corrective action when needed.
• Useappointments analysis software to compile monthly activity including DNAs
• Learnand use medical terminology
• Ensureappropriate posters and leaflets are displayed
• Conductand assist with clinical and non-clinical audits
• Assistin reception duties when required
• Ensureall equipment is serviced and maintained regularly in line with procedures
• Implementand monitor all Health & Safety requirements, e.g., infection control
• To undertake work to support CQC compliance inregard facilities, documentation and the service e.g., SOP, Business ContinuityPlan, Reporting.

To be considered for this exciting role youmust have:

• Reception or customer care experience isessential
• Experience using: EMIS, Accurx, DART, ERS
• Ability to lead and manage a team
• The person must be an excellent communicatorboth spoken and written
• Must have PC skills will be able to use basicWord, Excel and e-mail
• Must be able to work withinprocesses/procedures
• Should be personable, polite and patient
• Needs to maintain confidentiality and datasecurity Needs to apply common sense when dealing with situations which do notfit the norm
• Must be adaptable and comfortable dealing withchanging priorities
• Must be flexible to work different shifts asrequired by business needs Must be a team player

Health & Safety

• The post-holder will implement and lead on the full range of promotionand management of their own and others health, safety and security as definedin the practice health & safety policy, the practice health and safety manual, and the practice infection control policy and published procedures.This will include (but will not be limited to):
• Ensurejob-holders across the practice adhere to their individualresponsibilities for infection control and health and safety, using asystem of observation, audit and check, hazard identification,questioning, reporting and risk management.
• Maintainan up-to-date knowledge of health and safety and infection controlstatutory and best practice guidelines and ensure implementation acrossthe business
• Usingpersonal security systems within the workplace according to practiceguidelines
• Identifyingthe risks involved in work activities and undertaking such activities in away that manages those risks across the business
• Makingeffective use of training to update knowledge and skills, and initiate andmanage the training of others
• Usingappropriate infection control procedures, maintaining work areas in a tidyand safe way and free from hazards, and initiation of remedial/correctiveaction where needed
• Activelyidentifying, reporting, and correction of health and safety hazards andinfection hazards immediately when recognised
• Keepingown work areas and general/patient areas generally clean, identifyingissues and hazards/risks in relation to other work areas within thebusiness, and assuming responsibility in the maintenance of generalstandards of cleanliness across the business in consultation (whereappropriate) with other sector managers
• Undertakingperiodic infection control training (minimum annually)
• Routinemanagement of own team/team areas, and maintenance of work space standards
• Demonstratedue regard for safeguarding and promoting the welfare of children.

Equality and diversity

Thepost-holder will support the equality, diversity and rights of patients, carersand colleagues, to include:

• Actingin a way that recognises the importance of peoples rights, interpretingthem in a way that is consistent with practice procedures and policies,and current legislation
• Respectingthe privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behavingin a manner that is welcoming to and of the individual, is non-judgmentaland respects their circumstances, feelings priorities and rights.

Personal/professional development

The post-holder will participate in any training programmeimplemented by the practice as part of this employment, such training to include:

• Participationin an annual individual performance review, including takingresponsibility for maintaining a record of own personal and/orprofessional development
• Taking responsibility for owndevelopment, learning and performance and demonstrating skills andactivities to others who are undertaking similar work

Quality

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

• Alert other team members toissues of quality and risk
• Assess own performance and takeaccountability for own actions, either directly or under supervision
• Contribute to the effectivenessof the team by reflecting on own and team activities and makingsuggestions on ways to improve and enhance the teams performance
• Work effectively with individualsin other agencies to meet patients needs
• Effectively manage own time,workload and resources

Communication

The post-holder should recognise the importance ofeffective communication within the team and will strive to:

• Communicate effectively withother team members
• Communicate effectively withpatients and carers
• Recognise peoples needs foralternative methods of communication and respond accordingly

Contribution to the implementation of services

Thepost-holder will:

• Apply practice policies,standards and guidance
• Discuss with other members ofthe team how the policies, standards and guidelines will affect own work
• Participate in audit whereappropriate

EQUAL ACT 2010

PCNs will not tolerate discrimination relating to race, gender, socialclass, age, religion, sexual orientation, appearance, disability or medicalcondition

CONFIDENTIALITY

Your attention is drawn to the confidential natureof information collected within the National Health Service. The unauthoriseduse or disclosure of patient or other personal information is regarded as grossmisconduct and will be subject to the PCNs Disciplinary Procedure and couldresult in a prosecution of an offence or action for civil damages under theData Protection Act 2018.

JOB DESCRIPTION

This job description will be subject to discussionand review and changes in the job description may be made, by agreement, atany time.

Person Specification

Experience

• At least 3 years experience with proven track record of working in a multidisciplinary team and of taking lead responsibility for areas of work preferably in a health sector.
• Good knowledge of Emis, Docman
• Customer focused and experience of leading and managing a small team.
• Good understanding of how a GP Practice operates.
• Ability to manage resources and staff effectively to deliver services.
• Computer literate with the ability to use the full range of Microsoft office packages, including Word, Excel, applications and email.
• Must be a team player, with an ability to engage positively and with empathy at all levels.
• Ability to manage people from different background.
• Proven ability to integrate, build and motivate teams to improve performance.
• Must be a well-organised, flexible and adaptive to changing service needs and able to prioritise and work autonomously.
• Good problem solving skills, with the ability to seek and develop solutions including complaints.
• Ability to think outside traditional ways of working.
• Good written and verbal communication and interpersonal skills.
• Experience of working in the NHS
• Experience of supervising staff in a Primary Care setting.
• Working knowledge of clinical system

Qualifications

• Good level of education (5 GCSEs or equivalent)
• or
• Relevant team management qualification or equivalent experience of working as a team leader.
• or
• Evidence of on-going professional development
• Degree
• Sympathetic approach to patients & staff
• Excellent organisational & planning skills.
• Resilience to patient / staff pressure / complaints.
• Ability to make decisions / use initiative.
• Ability to work well within EA team, supporting and energising staff.
• Self-motivated, reliable and dedicated
• Ability to work to tight deadlines and resist pressure with confidence
• Well organised, excellent time management skills and flexible working attitude
• Confidence to deal with all levels within the practice.
• Able to provide support and cross cover at all levels

Personal Qualities

• Professional and positive.
• Leading by example
• Adhering to PCNs core values

Competency Skills

• Leading and managing
• Communication & interpersonal skills
• Planning and organising
• Delegation
• Team building
• Problem solving
• Multitasking
• Setting performance goals
• Teamwork

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.