Job summary
We
are looking for a Reception Manager to undertake a new and exciting role at
Woolpit Health Centre. The post-holder
will be responsible for overseeing the operational management of the Reception
team, ensuring all reception duties are performed effectively and to the
required standards, meeting the objectives of the Practice.
The
post-holder will work closely with our Lead Receptionist's and Management team
to provide continual improvements of standards and implement new Reception
procedures across a wide range of administrative functions. The successful
applicant will be part of a busy multiskilled administration team and will have
a key role working closely with all staff [clinical and non-clinical] across
the Health Centre, providing a high quality and professional service to
patients, GPs and other health care professionals.
The
successful candidate must be able to work on their own initiative and have
supervisory experience, along with strong IT skills and experience of working
in a fast-paced environment. You must be organised and confident, have a
friendly and approachable manner and can work under pressure. You will be
innovative in nature, and will implement solutions to problems that arise as
part of the day-to-day running of the Reception Team and work with staff to
develop and implement processes to ensure we continue to provide high quality
care which is efficient and effective to all our patients.
Main duties of the job
To
lead, monitor, motivate and inspire the Reception Team, providing guidance and
day to-day support alongside our Lead Receptionist's
To
provide supervision of reception and associated functions, ensuring that duties
are carried out in accordance with the practice procedures, protocols and
timescales
To
monitor workload within the reception team
To
review existing standards and procedures while implementing new best practice
to ensure a seamless delivery of Reception Services
To
work alongside the Administration Manager and Lead Receptionist's to review
workflows and manage capacity and demand efficiently and proactively
To
ensure that reception polices and protocols are up to date and regularly
reviewed
To
record and monitor staff annual leave and sickness, completing return to work interviews
To
complete staff one-to-ones, appraisals, probation reviews and performance
management of staff
To
be a first point of contact for informal patient complaints relating to
reception services
To support the Practice Manager and
Administration Manager to strive to achieve the highest standards in terms of
CQC compliance
To undertake specific assigned tasks, project
support or development work
To attend Practice meetings as required
About us
Why work for us?
Based in the Suffolk village of Woolpit, the Health Centre aims to provide:
the type of care that we would expect for ourselves and our own families.
We provide services to over 16,000 patients who live in a practice area of 75 square miles of rural West Suffolk, straddling the A14, between Thurston in the west, and Haughley in the east.
We pride ourselves on the high standards of our care we are holders of the Royal College of General Practitioners Practice Accreditation Award, a quality mark held by only 19 practices in the UK.
Our 7 GP partners and 5 non-partner GPs lead a multidisciplinary team of nurses, health care assistants, pharmacists and midwives all of whom are based in our purpose-built premises.
Benefits of working for Woolpit Health Centre include:
- Attractive rates of pay with annual pay review (not agenda for change)
- Regular one-to-ones to aid good communication
- Generous annual leave entitlement
- Voluntary overtime when available
- Plenty of training opportunities
- Membership of the NHS contributory pension scheme
The NHS Pension Scheme is a defined benefits scheme
Life insurance
Family benefits including an adult dependents pension and childrens pension
Ill health benefits
20% employer contribution
- Free uniform
- Option of NHS discount and Blue Light Card for retail/dining/holidays etc
Job description
Job responsibilities
Key Responsibilities
To
lead, monitor, motivate and inspire the Reception Team, providing guidance and
day to-day support alongside our Lead Receptionist's
To
provide supervision of reception and associated functions, ensuring that duties
are carried out in accordance with the practice procedures, protocols and
timescales
To
monitor workload within the reception team
To
review existing standards and procedures while implementing new best practice
to ensure a seamless delivery of Reception Services
To
continually assess and evaluate systems, recommending changes and improvement
to the Practice Manager and Administration Manager
To
exhibit safe, professional decision making and high level of care for patients
within the Practice
To
work alongside the Administration Manager and Lead Receptionist's to review
workflows and manage capacity and demand efficiently and proactively
To
ensure that reception polices and protocols are up to date and regularly
reviewed
To
record and monitor staff annual leave and sickness, completing return to work interviews
To
complete staff one-to-ones, appraisals, probation reviews and performance
management of staff
To
be a first point of contact for informal patient complaints relating to
reception services
To
provide effective communication flow between patients, doctors and other
practice staff
To identify and deliver team training where
required
To ensure statutory and mandatory training
has been completed within the Reception Team
To support staff through conflict resolution,
effective time management, workload prioritisations and individual staff
development
To undertake specific assigned tasks, project
support or development work
To support the Practice Manager and
Administration Manager to strive to achieve the highest standards in terms of
CQC compliance
To support the Lead Receptionist's and
Management Team in the recruitment and induction of all new reception staff
To
manage and operate the reception rota, checking future planned absences,
planning cover to ensure adequate staffing levels and ensuring overtime is
provided when necessary
To
support the Lead Receptionist's to maintain effective methods of communication
between team members to ensure all receptionists are aware of any changes
relevant to their role
To undertake specific assigned tasks, project
support or development work
To attend Practice meetings as required
To conduct regular staff meetings and record
meeting minutes
To resolve IT issues and reporting complex IT
problems to the relevant organisation
To
carry out any reasonable duties requested by the Doctors, or Administration
Manager
The Reception Manager
will be expected to participate in
the day-to day-reception duties during periods of staff shortage and will be able
to cover all reception positions when required.
This job description
is not exhaustive and the post holder may be required to undertake
such other duties
from time to time as are consistent with the responsibility of the grade.
This job description
is subject to review and development from time to time in liaison with
the
post holder.
Job description
Job responsibilities
Key Responsibilities
To
lead, monitor, motivate and inspire the Reception Team, providing guidance and
day to-day support alongside our Lead Receptionist's
To
provide supervision of reception and associated functions, ensuring that duties
are carried out in accordance with the practice procedures, protocols and
timescales
To
monitor workload within the reception team
To
review existing standards and procedures while implementing new best practice
to ensure a seamless delivery of Reception Services
To
continually assess and evaluate systems, recommending changes and improvement
to the Practice Manager and Administration Manager
To
exhibit safe, professional decision making and high level of care for patients
within the Practice
To
work alongside the Administration Manager and Lead Receptionist's to review
workflows and manage capacity and demand efficiently and proactively
To
ensure that reception polices and protocols are up to date and regularly
reviewed
To
record and monitor staff annual leave and sickness, completing return to work interviews
To
complete staff one-to-ones, appraisals, probation reviews and performance
management of staff
To
be a first point of contact for informal patient complaints relating to
reception services
To
provide effective communication flow between patients, doctors and other
practice staff
To identify and deliver team training where
required
To ensure statutory and mandatory training
has been completed within the Reception Team
To support staff through conflict resolution,
effective time management, workload prioritisations and individual staff
development
To undertake specific assigned tasks, project
support or development work
To support the Practice Manager and
Administration Manager to strive to achieve the highest standards in terms of
CQC compliance
To support the Lead Receptionist's and
Management Team in the recruitment and induction of all new reception staff
To
manage and operate the reception rota, checking future planned absences,
planning cover to ensure adequate staffing levels and ensuring overtime is
provided when necessary
To
support the Lead Receptionist's to maintain effective methods of communication
between team members to ensure all receptionists are aware of any changes
relevant to their role
To undertake specific assigned tasks, project
support or development work
To attend Practice meetings as required
To conduct regular staff meetings and record
meeting minutes
To resolve IT issues and reporting complex IT
problems to the relevant organisation
To
carry out any reasonable duties requested by the Doctors, or Administration
Manager
The Reception Manager
will be expected to participate in
the day-to day-reception duties during periods of staff shortage and will be able
to cover all reception positions when required.
This job description
is not exhaustive and the post holder may be required to undertake
such other duties
from time to time as are consistent with the responsibility of the grade.
This job description
is subject to review and development from time to time in liaison with
the
post holder.
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent
Desirable
- GCSE Mathematics and English (C or above)
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
- Experience of working in a healthcare setting
- Experience of working within a Reception Team
- Experience of leading/managing a team
- Proven ability to provide excellent customer service
- Experience of handling confidential information and managing difficult conversations
Desirable
- Experience of developing administrative procedures/ protocols
Skills
Essential
- Excellent ICT skills
- Excellent oral and written communication skills
- Able to communicate effectively with a wide variety of people with different skill sets, verbally and in writing
- Excellent communication skills including the ability to listen, discuss and to inform clearly
- Methodically and accurate approach to work with attention to detail
- Excellent time management skills, capable of prioritising and managing competing demands and workloads
- Able to work efficiently and calm under pressure and in emergency situations
- Able to use initiative and develop new ideas to improve services
- Ability to work as a team member and autonomously
- Excellent inter-personal skills and ability to work within a busy team-based environment
- Ability to follow policies and procedures
- Diplomatic when dealing with sensitive information or managing potential conflict
- Self-motivated and able to work independently, resourcefully and under pressure, without direct supervision
- Able to multi-task and be adaptable and comfortable with dealing with changing priorities
Personal qualities
Essential
- Polite and confident
- Motivated
- Forward thinker
- A flexible and adaptable approach to maintain the consistent delivery of high-quality services
- Flexibility in working hours
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent
Desirable
- GCSE Mathematics and English (C or above)
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
- Experience of working in a healthcare setting
- Experience of working within a Reception Team
- Experience of leading/managing a team
- Proven ability to provide excellent customer service
- Experience of handling confidential information and managing difficult conversations
Desirable
- Experience of developing administrative procedures/ protocols
Skills
Essential
- Excellent ICT skills
- Excellent oral and written communication skills
- Able to communicate effectively with a wide variety of people with different skill sets, verbally and in writing
- Excellent communication skills including the ability to listen, discuss and to inform clearly
- Methodically and accurate approach to work with attention to detail
- Excellent time management skills, capable of prioritising and managing competing demands and workloads
- Able to work efficiently and calm under pressure and in emergency situations
- Able to use initiative and develop new ideas to improve services
- Ability to work as a team member and autonomously
- Excellent inter-personal skills and ability to work within a busy team-based environment
- Ability to follow policies and procedures
- Diplomatic when dealing with sensitive information or managing potential conflict
- Self-motivated and able to work independently, resourcefully and under pressure, without direct supervision
- Able to multi-task and be adaptable and comfortable with dealing with changing priorities
Personal qualities
Essential
- Polite and confident
- Motivated
- Forward thinker
- A flexible and adaptable approach to maintain the consistent delivery of high-quality services
- Flexibility in working hours
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.
