Job summary
OPPORTUNITY FOR RECEPTION TEAM MANAGER- SALARY £28500 PER ANNUM
We're seeking a proactive and enthusiastic
Reception Team Manager to lead our reception team at Bewick Crescent Surgery.
This pivotal role involves overseeing daily operations, managing staff, and ensuring
a positive experience for patients. You'll play a crucial part in enhancing
communication across our healthcare teams and supporting the practice's smooth
functioning.
As a dedicated team
within the NHS, using our knowledge and skills we are determined to deliver the
highest quality healthcare service to our patients. Join us to make a meaningful impact in a vibrant
and supportive environment.
Main duties of the job
As the Reception Team Manager at Bewick, you will oversee
the reception team, ensuring efficient day-to-day operations. Your key
responsibilities will include staff rotas, streamlining processes, and
maintaining high standards of patient care. You will also play a vital role in delivering
effective communication between patients and healthcare providers. You will support the team with training and
development plans This role is perfect for someone who thrives in a dynamic,
patient-focused environment and enjoys leading and motivating a team.
Responsible for the day-to-day supervision of the reception
team duties and ensuring they are carried out in accordance with agreed
procedures, protocols and timescales, reporting to the Deputy Practice Manager
as necessary.
To manage the reception team and support the receptionists.
To monitor the call volumes within the Practice,
taking action when required to eliminate the queue.
To offer general assistance to the practice team
and project a positive and friendly image to patients and other visitors,
either in person or via the telephone.
To facilitate effective communication between
patients, members of the primary healthcare team, secondary care and other
associated healthcare agencies.
Act as a role model to the reception team,
supporting, motivating and promoting staff relations
To undertake a variety of administrative duties to
assist in the smooth running of the practice.
Conduct call listening with individuals in the
Team.
About us
Bewick Crescent Surgery is a large GP surgery, with over 13,500 patients. We are a friendly and enthusiastic team who work to achieve our mission - to deliver the highest quality healthcare to our patients. We have 5 GP Partners, 6 Salaried GP's, 4 Nurse Practitioners alongside Nurse, Healthcare assistants and over 20 admin staff.
We endeavour to place staff's welfare at the forefront of our work and deliver Better at work schemes, flexible working and support when needed.
Job description
Job responsibilities
Job responsibilities
Ensure adequate staffing levels: Liaise with Deputy
Practice Manager to cover Holiday/Sick rotas in line with agreed policy.
Produce
weekly Admin Staff Rotas.
Attend fortnightly HoDs
Meetings.
Chair monthly Team Meetings.
Give feedback to Deputy Practice Manager for appraisals.
Have weekly 1:1 with Deputy Practice Manager.
Provide side-by-side coaching within the Team to help
support and improve performance.
Continually assess and evaluate
systems recommending changes and improvements to the Practice Manager as
appropriate.
Computer data entry/data
allocation and collation; processing and recording information in accordance
with practice procedures.
Assist with problems which may
lead to complaints.
Oversee the
alteration/cancellation of surgeries and make alternative arrangements in an emergency.
Oversee and delegate daily tasks.
Have a full understanding of
appointment system.
Monitor Workflow and delegate
duties as necessary.
Real Time monitory of call queue and demand.
The above list of duties is not
exhaustive and may be subject to change as deemed necessary.
Job description
Job responsibilities
Job responsibilities
Ensure adequate staffing levels: Liaise with Deputy
Practice Manager to cover Holiday/Sick rotas in line with agreed policy.
Produce
weekly Admin Staff Rotas.
Attend fortnightly HoDs
Meetings.
Chair monthly Team Meetings.
Give feedback to Deputy Practice Manager for appraisals.
Have weekly 1:1 with Deputy Practice Manager.
Provide side-by-side coaching within the Team to help
support and improve performance.
Continually assess and evaluate
systems recommending changes and improvements to the Practice Manager as
appropriate.
Computer data entry/data
allocation and collation; processing and recording information in accordance
with practice procedures.
Assist with problems which may
lead to complaints.
Oversee the
alteration/cancellation of surgeries and make alternative arrangements in an emergency.
Oversee and delegate daily tasks.
Have a full understanding of
appointment system.
Monitor Workflow and delegate
duties as necessary.
Real Time monitory of call queue and demand.
The above list of duties is not
exhaustive and may be subject to change as deemed necessary.
Person Specification
Experience
Essential
- Leadership Experience: Experience of managing staff in a busy environment
- GP Reception Experience At least 1 year of experience as a GP receptionist, with a deep understanding of patient care.
- People Skills: An approachable, calm, and reliable individual who thrives in a team environment and can maintain composure under pressure.
- Experience of de-escalating verbal complaints.
- Experience of delegation
Desirable
- Problem-Solving: The ability to adapt quickly and make sound decisions, especially in busy and challenging situations.
- Flexibility: A willingness to cover shifts and adapt to changing schedules when necessary.
- SystmOne experience.
- Leadership Experience: in a GP practice.
- Experience of multi-tasking and prioritising.
- Coaching skills regarding staff development
Qualifications
Essential
- Qualifications
- Essential
- GCSE English, Maths C or above and at least two others
- Leadership or Management experience in any patient or customer setting
Desirable
- AMSPAR qualification
- NVQ Level 3 in Line Management
- Leadership or management qualification
Person Specification
Experience
Essential
- Leadership Experience: Experience of managing staff in a busy environment
- GP Reception Experience At least 1 year of experience as a GP receptionist, with a deep understanding of patient care.
- People Skills: An approachable, calm, and reliable individual who thrives in a team environment and can maintain composure under pressure.
- Experience of de-escalating verbal complaints.
- Experience of delegation
Desirable
- Problem-Solving: The ability to adapt quickly and make sound decisions, especially in busy and challenging situations.
- Flexibility: A willingness to cover shifts and adapt to changing schedules when necessary.
- SystmOne experience.
- Leadership Experience: in a GP practice.
- Experience of multi-tasking and prioritising.
- Coaching skills regarding staff development
Qualifications
Essential
- Qualifications
- Essential
- GCSE English, Maths C or above and at least two others
- Leadership or Management experience in any patient or customer setting
Desirable
- AMSPAR qualification
- NVQ Level 3 in Line Management
- Leadership or management qualification
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.
