Job summary
We are seeking an experienced, motivated and people focused
professional looking to take the next step in your primary care career. We are
a busy, forward thinking GP practice in Wigan seeking a Reception
Manager to help lead and support our patient-facing team.
This is a fantastic opportunity for someone with strong
operational skills, excellent communication abilities, and a passion for
delivering outstanding patient service in a fast-paced environment.
Main duties of the job
To be responsible for the efficient management
and direction of the administration team, ensuring all administrative duties
are performed effectively and to the required standard, meeting the objectives
of the practice. To support
the management team in promoting quality and continuous
improvement, confidentiality, collaborative working, service delivery, and
learning and development, and ensure the organisation complies with CQC regulations.
To
provide support towards the maximisation of both enhanced services and QOF
achievements, reporting to the Partners and Practice Manager.
The post-holder will be an integral
part of the general practice team.
About us
Pemberton Surgery is a warm, patient focused practice with a supportive, close- knit team. We pride ourselves on delivering high quality care while maintaining a friendly, collaborative atmosphere where everyone feels valued.
Our multidisciplinary team includes GP partners, Salaried GP's, Practice nurses, HCAs, Clinical pharmacists and technician, additional roles- mental health practitioners, FCPs, CLWs CYPT, and an experienced admin and management team who work together to provide safe, efficient, and compassionate care. We welcome new ideas, encourage open communication, and support each other through the daily challenges of primary care.
Working with us means joining a forward thinking practice that embraces innovation, invests in staff wellbeing, and promotes continuous learning. We offer flexible working where possible, protected time for development, regular team meetings, and strong administrative support to help reduce pressure on clinical staff.
As a recognised training practice for both GP and Nurse trainees, were committed to developing the next generation of clinicians. Learning, teaching, and continuous improvement are central to how we work.
If you're looking for a practice that combines professionalism with genuine team spirit and a place where you can make a real difference you'll feel right at home with us.
Job description
Job responsibilities
The following are the core responsibilities of
the Reception Manager in delivering health services. There may be, on occasion, a requirement
to carry out other tasks. This will be dependent upon factors such as workload
and staffing levels:
Oversee the
administration and support operations of the practice, ensuring staff achieve
their primary responsibilities.
Line manage all
administrative staff, supporting staff development, providing guidance and
direction, ensuring staff are up to date with mandatory training.
Assist the operations manager to support, and
maintain clinical rotas for all types of appointments
Complete staff
appraisals as required
Identify and deliver
team training where required
Review and update all
administrative and reception policies and procedures as required
Develop, implement and
embed efficient office processes and procedures to adhere to extant legislation
Manage requests from external organisations
such as the local police, solicitors, DVLA and other agencies
Coordinate the
provision of temporary administrative and reception staff, ensuring sufficient
cover is provided for periods of leave and other staff absences. From time to time the post holder may need to cover reception and day to day admin duties.
Provide initial
guidance and advice to patients who wish to verbally complain, and ensure that
the administration team is fully conversant with the complaints procedure
Be
instrumental in ensuring that both Enhanced Service and QOF achievements have
been maximised
Be
aware of duties and responsibilities regarding current legislation and adhere
to practice policies and procedures on Safeguarding Adults and Safeguarding
Children
Support
in the delivery of enhanced services and other service requirements
Undertake all mandatory
training and induction programmes
Contribute
to and embrace the spectrum of clinical governance
Maintain a clean, tidy,
effective working area at all times
Attend
a formal appraisal with their manager at least every 12 months. Once a
performance/training objective has been set, progress will be reviewed on a
regular basis so that new objectives can be agreed
In addition to the primary responsibilities, the
Reception Manager has the following wider responsibilities
Deputise for the operations manager in their absence
Support in maintaining the practice website and social media accounts
Champion continuous improvement, encouraging staff to participate and make suggestions for improvement initiatives
Participate in any audits as directed
Attend and participate in practice management meetings
Attend any external meetings pertinet to the role
Job description
Job responsibilities
The following are the core responsibilities of
the Reception Manager in delivering health services. There may be, on occasion, a requirement
to carry out other tasks. This will be dependent upon factors such as workload
and staffing levels:
Oversee the
administration and support operations of the practice, ensuring staff achieve
their primary responsibilities.
Line manage all
administrative staff, supporting staff development, providing guidance and
direction, ensuring staff are up to date with mandatory training.
Assist the operations manager to support, and
maintain clinical rotas for all types of appointments
Complete staff
appraisals as required
Identify and deliver
team training where required
Review and update all
administrative and reception policies and procedures as required
Develop, implement and
embed efficient office processes and procedures to adhere to extant legislation
Manage requests from external organisations
such as the local police, solicitors, DVLA and other agencies
Coordinate the
provision of temporary administrative and reception staff, ensuring sufficient
cover is provided for periods of leave and other staff absences. From time to time the post holder may need to cover reception and day to day admin duties.
Provide initial
guidance and advice to patients who wish to verbally complain, and ensure that
the administration team is fully conversant with the complaints procedure
Be
instrumental in ensuring that both Enhanced Service and QOF achievements have
been maximised
Be
aware of duties and responsibilities regarding current legislation and adhere
to practice policies and procedures on Safeguarding Adults and Safeguarding
Children
Support
in the delivery of enhanced services and other service requirements
Undertake all mandatory
training and induction programmes
Contribute
to and embrace the spectrum of clinical governance
Maintain a clean, tidy,
effective working area at all times
Attend
a formal appraisal with their manager at least every 12 months. Once a
performance/training objective has been set, progress will be reviewed on a
regular basis so that new objectives can be agreed
In addition to the primary responsibilities, the
Reception Manager has the following wider responsibilities
Deputise for the operations manager in their absence
Support in maintaining the practice website and social media accounts
Champion continuous improvement, encouraging staff to participate and make suggestions for improvement initiatives
Participate in any audits as directed
Attend and participate in practice management meetings
Attend any external meetings pertinet to the role
Person Specification
Experience
Essential
- Experience of working in General Practice
- Experience of administrative duties
- Experience of leading/managing a team
- Experience of successfully implementing projects or assisting with developing and implementing projects
Desirable
- Experience of providing appraisal writing and staff development
- Experience of health and safety requirements and needs within a small business
Knowledge and skills
Essential
- Excellent communication skills (written and oral)
- Competent in the use of MS Office and Outlook
- Ability to use own initiative, discretion, and sensitivity
- Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity
- Ability to work as a team member and autonomously
- Effective time management (planning and organising)
- Good organisational skills
- Punctual and committed to supporting the team effort
- High levels of integrity and loyalty
- Ability to network and build relationships
- Flexible, cooperative and motivated
- Confident, assertive and resilient
- Ability to use initiative and judgement
- Ability to motivate teams, enhance morale and maintain a positive working environment
- Understanding of safeguarding adults and children
- Demonstrate personal accountability, emotional resilience and the ability to work well under pressure
- Ability to work to key policies and procedures
Desirable
- Ability to drive and deliver change effectively
- Experience of performance management, including appraisal writing, staff development and disciplinary procedures
- Strategic thinker with a solutions-focused approach
- Ability to effectively utilise resources
- Proven problem-solving and analytical skills
Qualifications
Essential
- A good standard of education, with an expectation of having both GCSE Maths and English at Grade C or above, or Functional Skills Level 2 in Maths and English
Desirable
- AMSPAR qualification (L3 in Medical Administration)
- NVQ Level 2 in Health and Social Care
- Leadership and/or management qualification
Person Specification
Experience
Essential
- Experience of working in General Practice
- Experience of administrative duties
- Experience of leading/managing a team
- Experience of successfully implementing projects or assisting with developing and implementing projects
Desirable
- Experience of providing appraisal writing and staff development
- Experience of health and safety requirements and needs within a small business
Knowledge and skills
Essential
- Excellent communication skills (written and oral)
- Competent in the use of MS Office and Outlook
- Ability to use own initiative, discretion, and sensitivity
- Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity
- Ability to work as a team member and autonomously
- Effective time management (planning and organising)
- Good organisational skills
- Punctual and committed to supporting the team effort
- High levels of integrity and loyalty
- Ability to network and build relationships
- Flexible, cooperative and motivated
- Confident, assertive and resilient
- Ability to use initiative and judgement
- Ability to motivate teams, enhance morale and maintain a positive working environment
- Understanding of safeguarding adults and children
- Demonstrate personal accountability, emotional resilience and the ability to work well under pressure
- Ability to work to key policies and procedures
Desirable
- Ability to drive and deliver change effectively
- Experience of performance management, including appraisal writing, staff development and disciplinary procedures
- Strategic thinker with a solutions-focused approach
- Ability to effectively utilise resources
- Proven problem-solving and analytical skills
Qualifications
Essential
- A good standard of education, with an expectation of having both GCSE Maths and English at Grade C or above, or Functional Skills Level 2 in Maths and English
Desirable
- AMSPAR qualification (L3 in Medical Administration)
- NVQ Level 2 in Health and Social Care
- Leadership and/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.