Senior Reception Coordinator

at  Kensington Partnership

Operational duties: Support the day to day running of reception team across all 4 sites. Direct Line management of Reception Coordinators (RCs) and developing a system of line management for all reception staffs with RCs. Evaluate current work practice for reception team and suggest and implement structured improvements. Implement and oversee the Care Navigation process, improving services to patients, whilst improving appointment utilisation.
Auditing the on-call list, identifying non- emergencies, and updating and training the team on appropriate use of the emergency board in collaboration with on-call ACP team. Management of telephony systems, updating contacts, staff lists, analysing call data and implementing improvements, practice updates and staff training. Decrease call volumes, waiting times and call durations, improving efficiency. Monitor throughout the day the daily call volumes, abandoned calls, and ensuring all available staff are answering calls promptly and efficiently.
Oversee the registration process for all new patients and introduce efficiencies where possible. Complex registration problem solving, Immigration issues. Responsible for self-service arrivals screens and improving customer service in practice. Involved with the PPG (Patient Participation Group) and collating patient feedback.
Monitor/ triage safeguarding task sent from the reception team to safeguarding lead (Jackie Moore). Complaints handling, resolving all none-clinical complaints with support of practice manager as needed and as per company policy. This includes escalated verbal complaints from RCs, and written complaints to the management team. Health & Safety Officer for the reception area.
Identifying any concerns and addressing and escalating to senior management. Zero-tolerance lead, and responsible for any patient deductions. This includes corresponding with patients and reporting. Assist in the organisation of patient engagement events and health check Days.
Manage and monitor Extended Access appointment utilisation. Significant Event Analysis (SEA) reporting for all on non-clinical SEAs. GDPR & Information Governance Lead for Reception, auditing, and reporting. Work with the nursing team to reach QOF targets through appointment bookings and patient health checks/ reviews.
Create an implement a contingency plan for when the system fails. Staff Management: Assist Reception Lead, Practice Manager and practice HR lead in performance management, staff sickness, return to work, appraisals, staff risk assessments. Rota management, Workforce planning (holiday distribution, arbitration, cover). Help in Staff forecasting, Recruitment and Induction.
Creation, implementation and updating all Reception Team training modules. Ensuring the reception team are up to date with mandatory training. Protected learning time (PLT) planning and delivery for the year. Communication: Recognise the importance of effective communication and strive to communicate effectively with staff members and patients.
Efficiently communicate with staff on policies and procedures, practice updates etc. Deal with queries from RCs, reception, doctors, other staff, patients, and other agencies. Problems solving and supporting RCs, the reception team, staff within practice and patients. Problem solving and reporting to the senior management team.
Overseeing all staff communication boards in the reception and back-office areas. GDPR and Information Governance Officer, to ensure Reception is compliant. The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organization and the overall business objectives of the Partnership

Please refer the Job description for details