Clinical Services - Reception Lead

Job Description

Reports to: Senior Service Lead Hours: 37.5 Main duties of the job The post holder will lead the administrative function within the Service Delivery Team, providing a comprehensive, efficient, and effective administration service to support the team. The post holder will be responsible for the smooth running of the patient journey by ensuring that co-ordinated and streamlined administrative processes revolve around the patient and their individual needs. The post holder will contribute to the delivery of contracts and will support the improvement of processes and procedures to ensure effective contract delivery. They will need to respond to and resolve operational issues decisively and effectively and meet performance targets and deliver to tight deadlines whilst efficiently managing a complex and changing workload. The post holder will need to demonstrate the ability to work collaboratively with administrative staff as well as clinical colleagues to facilitate effective and integrated clinical care. An eye for detail whilst working under pressure is essential, as is having a good grasp of data and information whilst simultaneously providing proactive, confident, and visible leadership of the Reception Team based across multiple sites. About us Nimbuscare is a not-for-profit Organisation that aims to be a collaborative and agile provider that cares for its people and patients. Nimbuscare is based in York and is owned by all the practices in the city; however, we deliver services over a wider footprint. We deliver Urgent Care Services in collaboration with the hospital and GP practices in York, Scarborough, Selby, Malton, and Whitby. We also provide community-based frailty care which focuses on treating people in the community where we can. We aim to shift services into the community where possible, for example, our Community Diagnostic Centre runs in partnership with the Acute Trust. We are committed to contributing towards a better NHS based on equity, fairness, innovation, collaboration, and quality. In line with the General Data Protection Regulations (GDPR), Nimbuscare will use and hold your personal data for the intended purpose. We are committed to safeguarding the welfare of children/vulnerable adults and expect the same commitment from all staff and volunteers. Nimbuscare is committed to improving the diversity of its workforce to better reflect the communities it serves. We welcome applications from everyone and work to promote an inclusive supportive culture that values and celebrates our differences. As a Disability Confident Committed employer, disabled applicants who meet the essential criteria for this job are guaranteed an interview. Nimbuscare holds a license to sponsor visa applications. Job responsibilities Main Duties and Responsibilities Duties may be varied from time to time under the direction of the Senior Service Lead dependent on current and evolving Nimbuscare contracts: To have direct line management responsibility for the Reception Team including 121s, annual appraisal reviews, absence, annual leave, and performance-related issues. To work with and support the Service Delivery Team in undertaking tasks and referrals on SystmOne. Ensure effective processes and procedures are in place to support the monitoring and tracking of performance and recording of activity. To be responsible for the effective operation of all administrative functions, managing issues efficiently and escalating concerns appropriately. On a day-to-day basis manage and prioritise own workload to ensure tasks are completed effectively and ensure deadlines are met with minimum supervision. Be flexible with the workload and demands of the service and be able to manage conflicting deadlines whilst working proactively. To be responsible for the delivery of high-quality service delivery across multiple services. Recognise and work within own competence and remit. Provide administrative support with monthly reporting submissions. Work with colleagues to deliver transformation and improvements across the administration services to drive organisational development. Continually review administration systems and processes to ensure quality. Adapt and implement changes and updates where needed to meet service delivery needs. Develop and embed standards ensuring they are achieved and maintained in all aspects of administration work and communications to support the achievement of organisational targets. Ensure all team members are appropriately trained and competent in all appropriate electronic systems and standard operating procedures relating to their role. Arrange appropriate training and development where updating of skills/knowledge is required. Set expectations for levels of customer service and ensure staff understand and maintain this. Responsible for individual and team performance management. Business responsibilities: Maintain ethos and culture of Nimbuscare Limited. Positively promote Nimbuscare Limited both in and out of the workplace. Attend educational and staff meetings as requested. To support the introduction of new working processes to optimise quality. To build and maintain relationships with relevant personnel. Learning and Development: You will participate in any training programme implemented by Nimbuscare Limited as part of this employment, such training to include: Participation in individual performance reviews, including maintaining a record of own personal and/or professional development. Make effective use of learning opportunities within and outside the workplace. Undertake mandatory and statutory training as required. Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working. Accept delegation from senior staff, prioritise own workload and ensure effective time management strategies are embedded in own practice. Participate in team activities that create opportunities to improve patient care. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance. Confidentiality: To understand and be aware of the confidentiality of information gained during the course of your duties, which may include access to personal information relating to clients, patients, and members of staff. It is expected that you understand the importance of treating information in a discreet and confidential manner. Health & Safety: Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. Making effective use of training to update knowledge and skills. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards. Equality and Diversity: To actively support equality, diversity, and inclusion and ensure that all work colleagues, patients, and staff are valued and treated with dignity and respect. Quality: Alert other team members to issues of quality and risk. Assess own performance and take accountability for own actions, either directly or under supervision. Effectively manage own time, workload, and resources. Work within own limitations and experience. Be aware of and co-operate with audit. Work effectively with individuals in other agencies to meet patients' needs. Portray a professional image at all times. Communication: Communicate effectively with colleagues, patients, and external parties. Recognise and have awareness of people's needs for alternative methods of communication and respond accordingly. Other: This job description is neither exhaustive nor exclusive and will be reviewed periodically in conjunction with you. You are required to carry out any duties that may reasonably be requested. Person Specification Experience Able to demonstrate a minimum of 1 year's relevant work experience in a supervisory/leadership capacity. Experience of working within the NHS or Primary Care. Experience in working with SystmOne. Ability to work to high standards of accuracy. Excellent attention to detail. Strong ability to re-evaluate priorities. Good numeracy, administrative, and organisational skills. Computer literate with experience using Outlook, Excel, and Word. Understand and observe strict confidentiality. Ability to meet targets and deadlines in a fast-paced environment. Experience in processing referrals and use of Gateway. Ability to work well under pressure. To be an effective team player. Able to use own initiative and be pro-active. Self-motivated, enthusiastic, approachable, and accessible. Ability to listen and empathise. Hard working and willing. Flexible and adaptable, able to work according to changing need. Commitment to professional/personal development. Qualifications GCSE (or equivalent) passes at Grade C or above. NVQ Level 3 or similar in Business Administration or Office Practice. Other Flexibility of hours for cover. Ability to travel across various sites when required. 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. #J-18808-Ljbffr