Administration Supervisor / Team Leader

Alyn Family Doctors is looking for a new supervisor/team leader for its Patient Advisor and Administration team. Following the retirement of a long-serving member of staff, we are looking for someone to join our group of leaders.

Hours are available for up to 36 hours per week, but we welcome applications from people who would like to work flexibly and on fewer hours.

Our Patient Advisor and Administration team is the backbone of the practice and keeps everything running smoothly. It's a large and friendly team, ensuring that patients' journeys through our services are smooth and efficient. It will be pressured at times, but also very rewarding.

The supervisors/team leaders are key in ensuring that the team works efficiently and effectively. You will be joining in the work of the team, but also responsible for the team's organisation, HR, and additional duties. There are three other members of the leadership team in post presently, who undertake additional duties such as rota co-ordination, line management support, patient engagement work, social media, invoicing, and more specialist tasks such as managing recall schedules for chronic diseases. For this post, we are particularly interested in candidates with line management and training experience for teams.

Main duties of the job

The Patient Advisor team creates a positive, friendly, and caring patient experience, responsible for both the traditional reception role of welcoming and signposting patients to appropriate healthcare professionals and administering the busy back-office work of prescriptions, scanning and coding the correspondence, and providing task-based support to the clinicians and management.

This is a fast-paced role in a busy and demanding environment. We need our staff to be flexible, resilient, well-organised, and able to problem-solve and multi-task whilst maintaining a friendly and approachable manner. It will be your job to ensure the members of the team act accordingly.

As a supervisor/team leader, you will be the first point of call for the Patient Advisors and to receive enquiries from patients and members of the public. You will be a key member of the team which co-ordinates the rotas, arranges cover as appropriate, trains new members of the team, and performs line management duties including appraisals and additional higher administrative tasks.

An important part of the role is acting as a bridge between the team and higher management. You will be consulted on changes to procedures in the practice that may be required for new IT or new ways of working and your expertise and advice will be highly respected. You will be expected to introduce changes to the team and ensure that all members are appropriately trained.

About us

We are a long-established group of family doctors working in partnership in the villages of Llay and Rossett. The practice has approximately 12,700 patients on its list, served by a team of 7 GP partners and 1 non-clinical partner and a team of associated healthcare professionals.

The administration team is the engine room of the practice and keeps everything running smoothly. There are fourteen members of the team, working a variety of shift patterns. We pride ourselves on maintaining a friendly work environment. It's very busy, and can be pressured, but there's always tea and biscuits on hand and often cake! Staff run a book swap club and regular staff socials and events. We think it's genuinely a nice place to work where you will feel supported and respected.

The environment is very busy, and we expect staff to work hard, but there's a real sense of shared ownership and teamwork. You will be part of the huge bureaucratic machine that is the NHS, which can be frustrating, but immensely rewarding when you can help navigate a patient through it.

Job responsibilities

Job Summary & Purpose

This is a fast-paced role in a busy and demanding environment. We need our staff to be resilient, well-organised, able to problem solve and multi-task in a self-motivated manner, whilst maintaining a friendly and approachable demeanour.

Our Patient Services Team works across our surgeries to:

1. Create a positive, friendly and caring patient experience;
2. Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a personable, efficient and effective manner;
3. Undertake a variety of administrative duties to assist in the smooth running of the Practice, including the provision of clerical support to all members of the clinical and non-clinical team;
4. Facilitate effective communication between patients, team members and other healthcare agencies;
5. Maintain a thorough knowledge of Practice procedures and processes;
6. Ensure GDPR requirements are followed;
7. Ensure accuracy when recording details onto patient records.

A flexible approach to the needs of the service we are providing is required.

Main duties and responsibilities of the Supervisors/Team Leaders:

• Line management of the Patient Advisor team
• Rota co-ordination for the team
• Training new members of the team and promulgating new procedures and protocols as they arise
• Consulting on proposed changes to the practice
• Processing requests for appointments, visits and consultations clearly, politely and efficiently
• Signposting patients to appropriate healthcare professionals and services
• Dealing with all telephone and email queries from patients and acting as liaison with doctors and other staff as necessary
• Allocate appointments sensibly, using initiative where appropriate
• Registering new patients and explaining practice procedures
• Processing repeat prescription requests
• Updating the patient record system using agreed codes
• Ensuring the reception area and waiting areas are tidy and clean during surgery hours
• Scanning and filing of correspondence into patients records
• Dealing with incoming emails, letters and electronic triage requests
• Tasks from GPs and senior management

Person Specification

Skills

• Ability to speak Welsh

Qualifications

• Good standard of written English, e.g. GCSE English at grade C or equivalent
• ECDL or equivalent training/experience in using basic Microsoft Office applications

Experience

• Excellent communication and interpersonal skills
• Proven experience in managing a team
• Experience of providing excellent customer service
• Thorough and able to maintain a high standard of accuracy and quality
• Calm under pressure
• A flexible approach to the needs of the service
• Experience dealing with people in distress
• Experience of working in primary care
• Experience of EMIS clinical system

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.

£26,052 a year. Amount is FTE. NHS Pension payable.