Normally promoted from within the organisation, a Team leader is responsible for overseeing the daily operations of the non-clinical teams (reception/admin), ensuring the smooth functioning of the practice and supporting the management team.
Scope of Practice
- Supervising and Supporting Staff:
- Managing a team of receptionists or admin staff, ensuring that duties are carried out efficiently.
- Providing guidance, support, and problem-solving assistance to team members.
- Addressing staff concerns, conducting one-to-one meetings, and helping with personal development.
- Workload and Rota Management:
- Allocating daily tasks, ensuring all administrative duties, such as appointment scheduling, patient record management, and phone answering, are covered.
- Preparing and managing staff rotas to ensure adequate cover during peak times, holidays, and sickness absences.
- Ensuring Quality and Efficiency:
- Monitoring performance against key performance indicators (KPIs) such as appointment handling, patient satisfaction, and administrative accuracy.
- Implementing new processes to improve efficiency and patient care.
- Handling Escalated Issues:
- Acting as the first point of contact for any escalated patient queries or complaints.
- Resolving conflicts between staff members and addressing any issues raised by the team.
- Training and Development:
- Identifying training needs within the team and organizing relevant training sessions (e.g., customer service, safeguarding).
- Supporting new staff during their induction and ensuring that mandatory training is completed.
- Liaising with Management and Other Departments:
- Acting as a link between the team and practice management, ensuring clear communication of priorities, policies, and changes.
- Collaborating with other departments (e.g., clinical staff, finance) to ensure smooth operations.
- Maintaining Compliance:
- Ensuring the team adheres to NHS guidelines, General Data Protection Regulation (GDPR), and health and safety protocols.
- Keeping records updated to ensure compliance with CQC (Care Quality Commission) requirements.
- Managing Resources:
- Ensuring the availability of necessary resources (e.g., stationary, medical supplies) and maintaining smooth operational processes.
- Assisting in budgeting and resource allocation.
Training Requirements
- Leadership and Management Training:
- ILM (Institute of Leadership and Management) Level 3 or 5: Focuses on developing practical leadership skills for managing teams effectively.
- NVQ Level 3/4 in Team Leading: Provides hands-on leadership training for team leaders.
- CIPD Level 3 in People Management: Suitable for team leaders involved in HR processes, covering people management, communication, and conflict resolution.
- PMA Evolved Leader –Operations/Departmental Manager Level 5 Apprenticeship Standard incorporating the “Devonway” proficiency certificate. PMA Evolved Leader – Incorporating the Operations/Departmental Manager Level 5 Apprenticeship Standard – PMA (pma-uk.org) This apprenticeship is suitable for anyone working at a Team leader/Ops Manager relating the apprenticeship learning back into practice focusing on Devon specific arrangements.
Funding
Government funding is available to cover tuition and end point assessment fees associated with apprenticeship programmes. Most Primary Care organisations are non-levy paying (i.e. have a wages bill of under £3 million each year)
There are 2 ways to access funding.
- Co- investment funding – the government will cover 95% of the tuition fees and the practice/PCN would need to cover the remaining 5%.
- Levy Share – Larger levy paying organisations can share their Levy with others and this would cover the total cost of tuition fees.
Supervision Requirements
Although this role is fairly autonomous supervision would be provided by an Operational Manager, Practice Manager and/or GP Partner.
Learning & Development
Team Leaders can progress on to become Operational Managers/Practice Managers.
- Devon Way – Level 5 Operational/Departmental Manager Apprenticeship in Primary Care.
Non-Clinical Apprenticeships | Workforce & Careers | Devon Training Hub
