Reception Manager

Job description

Job responsibilities

Manage and lead the Reception team and maintain suitable processes for the smooth running of activities

Ensure that existing reception systems are functioning efficiently and effectively

Work closely with the Patient Admin Lead to provide support for patient administration

Monitor systems and make suggestions for improvement

Be responsible for the day-to-day running of the team including managing routine HR issues

Implement objectives for the Reception team and evaluate progress, oversee implementation of objectives and identify any barriers to reaching these objectives. These objectives will be agreed in line with overall practice objectives.

Provide feedback to the team about practice matters, run reception meetings, attend other team meetings as required, and represent the team to the rest of the practice in practice meetings

Disseminate information to the whole practice team in relation to Reception including appointment availability and any agreed system changes

Ensure that the team delivers high quality services to patients

Ensure that the registration processes for new patients (including the provision of appropriate information to patients) are followed and to review and make suggestions for changes to this system.

Implement the practice confidentiality policy and ensure training for all staff is included as part of their induction and that regular updates take place.

Ensure that the notice boards in the waiting areas are kept up to date and that a regular rotation of appropriate displays takes place during the year

Help to develop information about the services provided by the practice and work with the admin team to ensure that the practice website and leaflet contains up to date information about Reception.

Be prepared to regularly undertake reception duties in the case of unplanned absence of reception staff

Attend external meetings to assist the development of the practice

Patients

Work with the Practice Manager and others foster and develop a patient focused service with a strong customer ethos

Ensure that patient satisfaction is maintained at every opportunity and to provide opportunities for regular feedback including the implementation of patient surveys.

Ensure that all Reception staff are adequately trained to handle complaints sensitively

Be involved with the practice patient participation group, working with the Practice Manager and GP leads

Maintenance of the Reception and Waiting Area

Ensure that the reception and waiting areas are comfortable and there are suitable means to display and make information for patients available

Ensure that the waiting rooms, reception area and storage areas are kept clean and tidy.

Liaise with the Building Services Manager regarding any maintenance work identified in the patient and reception areas

Implement practice policies and procedures regarding health and safety in reception and waiting areas

Contribute to the updating of the practice business continuity plans (including IT)

Have a clear understanding of telephone systems, daytime and out of hours

Have a clear understanding of the security and fire alarms

Person Specification

Experience

Essential

• Leadership Experience: A proven track record in a leadership role, within a GP practice or healthcare setting.
• GP Reception Experience: At least 2 years of experience as a GP receptionist, with a deep understanding of practice operations and patient care.
• IT Proficiency: Strong hands-on experience with the clinical system and other relevant IT systems.
• People Skills: An approachable, calm, and reliable individual who thrives in a team environment and can maintain composure under pressure.
• Proven experience as team manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Proficient in MS Office and IT software programs
• Outstanding communication and interpersonal skills
• Excellent organisational and leadership skills with a problem-solving ability
• Positive and patient
• Problem-Solving: The ability to adapt quickly and make sound decisions, especially in busy and challenging situations.

Desirable

• Flexibility: A willingness to cover shifts and adapt to changing schedules when necessary.
• Experience in investigating and managing complaints

Qualifications

Essential

• Educated to GCSE Level

Desirable

• Educated to A - Level standard

Personable Skills

Essential

• Good IT skills
• Working within a Team environment
• Supporting Colleagues
• Delivering Patient Care
• Supporting Clinicians
• An understanding of Primary Care

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.

Employer details

Employer name

St Heliers Medical Practice

Address

15 St Heliers Road

Northfield

Birmingham

West Midlands

B31 1QT

Employer's website

https://stheliers.co.uk/ (Opens in a new tab)