Job responsibilities
Job Purpose
The
main role of the Reception Manager is to manage the day-to-day operation of
reception and to ensure that the reception team perform duties in an efficient,
professional, and courteous manner.
Main duties/responsibilities
Operational Management
Enable
the efficient running and management of the reception department. Oversee the
day-to-day running of the reception acting as a hands-on trouble shooter where
required.
Building
an effective team to ensure all objectives and tasks are carried out
efficiently, on time and according to protocols and guidelines.
Ensure
staff are trained to manage start up and end of day reception process,
consulting room checks and general building security.
Manage
reception rotas, ensuring adequate staff cover for reception, keeping extra
hours to a minimum.
Oversee
and support management of the room rota for the practice.
Oversee
the patient areas i.e. reception and waiting room.
Ensure
that the team adhere to and supports the surgeries QOF objectives.
Ensure
that the team adhere to our access requirements,
Implement
and maintain processes, procedures, and protocols to ensure business
continuity.
Adhere
to the confidentiality policy keeping confidential matters such as complaint
investigations, employee salaries, individuals performance, partners business,
practice business private.
Manage
petty cash transactions associated with the reception area.
Oversee
all administrative tasks completed by the reception team such as the Emails,
incoming/outgoing post, issuing of patient prescriptions, new patient
registrations and home visit requests.
Support
the receipt of incoming deliveries.
Be
the first point of contact for any complaints that come into the surgery.
Aiming to manage and diffuse the complaint before it becomes an official
complaint.
Oversee
the appointment system by ensuring correct booking of appointments by reception
staff.
Staff and process management
Authorise,
manage, monitor, and be accountable for all reporting staff overtime.
Authorise,
and manage all holiday requests and cover.
Contribute
towards and assist the practice manager/assistant manager to
Keep
and maintain sickness and absence records.
Keep
and maintain disciplinary records.
Keep
and maintain training records for all reception staff.
Support
annual appraisals for reception staff.
Support
and motivate staff.
Create
and maintain a supportive and cooperative environment.
Staff Development
Manage
the Practices induction program for all new reception staff members.
Delegate
work according to subordinates competences.
Investigate
staff skills gaps and implement individual development plans and objectives.
Communication
Contribute
to any reception meetings and staff huddles.
Keep
staff up to date by various methods of communication face-to-face, group
meetings, and Emails to communicate such matters as targets, new protocols,
standards, and changes.
Listen
to staff such as issues, complaints, and feedback. Encourage staff to suggest
ideas for improvements and efficiencies.
Leadership
Act
as a single point of contact for all line management issues.
Lead
and implement new protocols, initiatives, and programs.
Communicate
with and support the practice manager/deputy manager.
Employ
influencing skills to implement change and to manage staff.
Confidentiality
In
the course of seeking treatment, patients entrust us with, or allow us to
gather, sensitive information in relation to their health and other matters.
They do so in confidence and have the right to expect that staff will respect
their privacy and act appropriately.
In
the performance of the duties outlined in this Job Description, the post-holder
may have access to confidential information relating to patients and their
carers, Practice staff and other healthcare workers. They may also have access
to information relating to the Practice as a business organisation. All such
information from any source is to be regarded as strictly confidential.
Information
relating to patients, carers, colleagues, other healthcare workers or the
business of the Practice may only be divulged to authorised persons in
accordance with the Practice policies and procedures relating to
confidentiality and the protection of personal and sensitive data.
Health & Safety
The
post-holder will assist in promoting and maintaining their own and others
health, safety and security as defined in the Practice Health & Safety
Policy to include:
Using
personal security systems within the workplace according to Practice guidelines
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
Reporting
potential risks identified
Equality
and Diversity
The
post-holder will support the equality, diversity and rights of patients, carers
and colleagues, to include:
Acting
in a way that recognises the importance of peoples rights, interpreting them in
a way that is consistent with Practice procedures and policies, and current
legislation
Respecting
the privacy, dignity, needs and beliefs of patients, carers and colleagues
Behaving
in a manner which is welcoming to and of the individual, is non-judgmental and
respects their circumstances, feelings, priorities and rights.
Personal/professional Development
The
post-holder will participate in any training programme implemented by the
Practice as part of this employment, such training to include:
Participation
in an annual individual performance review, including taking responsibility for
maintaining a record of own personal and/or professional development
Taking
responsibility for own development, learning and performance and demonstrating
skills and activities to others who are undertaking similar work
Quality
The
post-holder will strive to maintain quality within the Practice and will:
Alert
other team members to issues of quality and risk
Assess
own performance and take accountability for own actions, either directly or
under supervision
Contribute
to the effectiveness of the team by reflecting on own and team activities and
making suggestions on ways to improve and enhance the teams performance
Work
effectively with individuals in other agencies to meet patients needs
Effectively
manage own time, workload and resources.