Job responsibilities
St James Medical Practice
Reception Manager job description &
person specification
Job
Title
Reception
Manager
Line
Manager
Dr. Shalini
Kawar
Accountable
to
Management
Team
Hours
per week
37.5 or as
contracted
Job
Summary
To be responsible for the efficient
management and direction of the reception team, ensuring all reception duties
are performed effectively and to the required standard, meeting the
objectives of the practice. Support the management team in promoting
ED&I, SHEF, Quality & CI, Confidentiality, Collaborative Working,
Service Delivery, Learning and Development and carry out other duties as
directed by the management team.
Mission
Statement
Here at St James
Medical Practice we endeavour to serve our local community in providing the
best quality medical care. We offer a friendly, welcoming environment in
which we hope patients feel comfortable and confident enough to confide in
us.
We
are sure you will enjoy working at St James Medical Practice and look forward
to a long and positive working relationship.
Generic
Responsibilities
All
staff at St James Medical Practice have a duty to conform to the following:
Equality, Diversity & Inclusion
(ED&I)
A good attitude and positive action towards
ED&I creates and environment where all individuals are able to achieve
their full potential. Creating such an environment is important for three
reasons: it improves operational effectiveness, it is morally the right thing
to do, and it is required by law.
Patients and their families have the right to be
treated fairly and be routinely involved in decisions about their treatment
and care. They can expect to be treated with dignity and respect and will not
be discriminated against on any grounds including age, disability, gender
reassignment, marriage and civil partnership, pregnancy and maternity, race,
religion or belief, sex or sexual orientation. Patients have a responsibility
to treat other patients and our staff with dignity and respect.
Staff have the right to be treated fairly in
recruitment and career progression. Staff can expect to work in an
environment where diversity is valued and equality of opportunity is
promoted. Staff will not be discriminated against on any grounds including
age, disability, gender reassignment, marriage and civil partnership,
pregnancy and maternity, race, religion or belief, sex or sexual orientation.
Staff have a responsibility to ensure that you treat our patients and their
colleagues with dignity and respect.
Safety, Health,
Environment and Fire (SHEF)
This practice is committed to supporting and
promoting opportunities to for staff to maintain their health, well-being and
safety. You have a duty to take reasonable care of health and safety at work
for you, your team and others, and to cooperate with employers to ensure
compliance with health and safety requirements. All personnel are to comply
with the Health and Safety at Work Act 1974, Environmental Protection Act
1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and
other statutory legislation.
Confidentiality
This
practice is committed to maintaining an outstanding confidential service. Patients
entrust and permit us to collect and retain sensitive information relating to
their health and other matters, pertaining to their care. They do so in
confidence and have a right to expect all staff will respect their privacy
and maintain confidentiality at all times. It is essential that if, the legal
requirements are to be met and the trust of our patients is to be retained
that all staff protect patient information and provide a confidential
service.
Quality & Continuous Improvement (CI)
To
preserve and improve the quality of our output, all personnel are required to
think not only of what they do, but how they achieve it. By continually
re-examining our processes, we will be able to develop and improve the
overall effectiveness of the way we work. The responsibility for this rests
with everyone working within the practice to look for opportunities to
improve quality and share good practice.
This
practice continually strives to improve work processes which deliver health
care with improved results across all areas of our service provision. We
promote a culture of continuous improvement, where everyone counts and staff
are permitted to make suggestions and contributions to improve our service
delivery and enhance patient care.
Induction Training
On arrival at the
practice all personnel are to complete a practice induction programme; this
is managed by the Deputy Practice Manager.
Learning and Development
The
effective use of training and development is fundamental in ensuring that all
staff are equipped with the appropriate skills, knowledge, attitude and competences
to perform their role. All staff will be required to partake and complete
mandatory training as directed by the training coordinator, as well as
participating in the practice training programme. Staff will also be permitted (subject to
approval) to undertake external training courses which will enhance their
knowledge and skills, progress their career and ultimately, enable them to
improve processes and service delivery.
Collaborative Working
All
staff are to recognise the significance of collaborative working. Teamwork is
essential in multidisciplinary environments. Effective communication is
essential and all staff must ensure they communicate in a manner which
enables the sharing of information in an appropriate manner.
Service Delivery
Staff
at St James Medical Practice must adhere to the information contained with
practice policies and regional directives, ensuring protocols are adhered to
at all times. Staff will be given detailed information during the induction
process regarding policy and procedure.
Security
The
security of the practice is the responsibility of all personnel. Staff must
ensure they remain vigilant at all times and report any suspicious activity
immediately to their line manager. Under no circumstances are staff to share
the codes for the door locks to anyone and are to ensure that restricted
areas remain effectively secured.
Professional Conduct
At
St James Medical Practice, staff are required to dress appropriately for
their role. Administrative staff will be provided with a uniform whilst
clinical staff must dress in accordance with their role.
Leave
All
personnel are entitled to take leave. Line managers are to ensure all of
their staff are afforded the opportunity to take a minimum of 20 days leave
each year, and should be encouraged to take all of their leave
entitlement.
Primary
Responsibilities
The
following are the core responsibilities of the reception manager. There may
be on occasion, a requirement to carry out other tasks; this will be
dependent upon factors such as workload and staffing levels.
The
reception manager is responsible for:
a.
Overseeing the reception services of the practice,
ensuring staff achieve their primary responsibilities
b.
Overseeing the waiting room areas and patient reception
areas
c.
Line managing all reception staff, supporting staff
development, providing guidance and direction, ensuring staff are up to date
with mandatory training
d.
Maintaining day to day discipline within the reception
working team
e.
Completing staff appraisals as required
f.
Identify and deliver team training where required
g.
Compiling reception staff rotas
h.
Reviewing and updating all reception procedures as
required
i.
Support the management team in the compilation of
practice reports and the practice development plan
j.
Develop, implement and embed efficient reception
processes and procedures to adhere to extant legislation
k.
Maintain an effective appointment system for all services
l.
Act as a focal point for communication, advising
reception and administrative staff on methods of communication and best
practice
m.
Coordinate the provision of temporary reception staff
ensuring sufficient cover is provided for periods of leave and other staff
absences
n.
Coordinate home visits rota in conjunction with the
Deputy Practice Manager
o.
Update appointment system to reflect leave and other
approved absences
p.
Provide initial guidance and advice to patients who wish
to complain
q.
Manage all deliveries to the practice, ensuring adherence
to the cold chain policy as necessary
r.
Act as building fire marshall, ensuring evacuation lists
are current and that the visitors log is used appropriately
s.
Any additional duties and responsibilities stated as per
your line manager
Secondary
Responsibilities
In
addition to the primary responsibilities, the reception manager may be
requested to:
a.
Deputise for the Deputy Practice Manager during periods
of absence
b.
Partake in audit as directed by the audit lead
c.
Coordinate and produce meeting agendas and record the
minutes of meetings as required
d.
Support the Practice Manager in the maintenance of the
practice website and social media accounts
e.
Monitor and promote the use of the Friends and Family
Test
f.
Champion continuous improvement, encouraging staff to
participate and make suggestions for CI initiatives
g.
Schedule and take minutes for the Patient Participation
Group Meetings
