GP Enhanced Access Team Lead

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 together in Sutton and is also the local GP Federation. All GP practices in Sutton are shareholders (members) of the Sutton PCNs and our Board provides clear leadership through strong GP practice/PCN representation. Our mission is to work 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 under extreme pressure. The challenge for Sutton PCNs is to work in partnership with our local ICB, our four PCNs (and 24 practices) and the wider Integrated Care System in Southwest London to help shape and implement the transformation of Primary Care in Sutton to ensure that it can both survive and thrive while shifting to population health approaches to health and care.

The Sutton PCNs shape and deliver health care with our practices to improve patient outcomes. We have developed a comprehensive strategy for the development of the Sutton PCNs. The post holder will have a key role in supporting the development of our Extended Access and as such will be required to have significant experience of either primary care or development of small or emerging organisations. You'll be joining a great team in a great place, where your commitment will be genuinely valued, your skills respected, and your ambition rewarded.

Job responsibilities

• Manage and support an EA staff at any one time to ensure quality standards are met at all times.
• Ensure the smooth running of both the Enhanced Access Service.
• Fill the scheduled rota with the necessary staff required for each EA site.
• Liaise with Agencies & pool staff to fill all vacant sessions.
• Confirm all shifts with the relevant booked staff ahead of their session.
• Maintain correct data across different platforms. Rota and sessions should be synchronised on Lantum, EMIS and Teamnet.
• Create corresponding sessions on EMIS once Clinical Staff are confirmed.
• Update shifts accordingly on Lantum for pool staff.
• Check clinics on a daily basis to see if patients are booked and sessions filled.
• Liaise with service managers for up-to-date information.
• Allocate tasks to Site Administrators to fill vacant sessions.
• Act as a central point of contact for external trouble shooting/crisis management, including out of hours service sites.
• collate data reports for services as required by management and commissioners.
• Complete protocols, templates for computer input on EMIS.
• Implement mandatory and personal development training for staff.
• Monitor staff sickness in accordance with the sickness policy, carry out 1:1 return to work interviews, and take appropriate action (with the support of PCNs HR team) when trigger points are breached.
• Responsible for the agenda, minute taking and circulation of non-clinical meetings for reception.
• Review and approve invoices from Lantum and suppliers.
• Audit HUB usage and respond to queries.
• Participate in recall of patients.
• Ordering, updating and keeping stock levels.
• Ensure rapid response to incoming telephone calls and ensure appropriate action is taken and messages are recorded and take immediate corrective action when needed.
• Use appointment analysis software to compile monthly activity including DNAs.
• Learn and use medical terminology.
• Ensure appropriate posters and leaflets are displayed.
• Conduct and assist with clinical and non-clinical audits.
• Assist in reception duties when required.
• Ensure all equipment is serviced and maintained regularly in line with procedures.
• Implement and monitor all Health & Safety requirements, e.g., infection control.
• To undertake work to support CQC compliance in regard facilities, documentation and the service e.g., SOP, Business Continuity Plan, Reporting.

To be considered for this exciting role you must have:

• Reception or customer care experience is essential
• Experience using: EMIS, Accurx, DART, ERS
• Ability to lead and manage a team
• The person must be an excellent communicator both spoken and written
• Must have PC skills and be able to use basic Word, Excel and e-mail
• Must be able to work within processes/procedures
• Should be personable, polite and patient
• Needs to maintain confidentiality and data security. Needs to apply common sense when dealing with situations which do not fit the norm
• Must be adaptable and comfortable dealing with changing priorities
• Must be flexible to work different shifts as required by business needs. Must be a team player

Job description 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.