Job summary
We are expanding on
the current structure within our reception team, with an aim to improve the
services delivered to our practice population. We are looking for a Reception
Manager who will provide excellent leadership to our fantastic reception team, enjoy
working within a fast-paced environment and ensure the practice provides a high
quality and caring service to our patients.
Previous experience
in a GP surgery is desirable but not essential as long as the candidate can
demonstrate suitability for the role in their covering letter & CV.
Role is full time at 37hrs pw but can be a minimum of 35hrs pw.
Starting salary £13.50ph, but DOE.
Main duties of the job
The successful candidate will demonstrate:
- Leadership skills able to motivate and guide the team, delegate work appropriately and be able to deliver both positive and negative feedback.
- Strong organisational skills able to plan/prioritise the various workloads effectively and to meet deadlines without compromising the quality of work.
- Ownership and accountability taking pride in your work and the work of the team as well as being proactive in your day-to-day work.
- Confident, flexible, professional communicator approachable, friendly with tact and empathy to enable effective communication with everyone in the practice and our patients.
- Fast learner and good teacher you'll need to pick up the processes and systems quickly as they change and pass on to your team effectively.
About us
New Pond Row Surgery
is a forward-thinking NHS GP practice with 8,600 registered patients, working
collaboratively within an efficient and enthusiastic Primary Care Network (PCN)
alongside two other local surgeries, caring for 29,700 patients in our area.
Job description
Job responsibilities
- To be
responsible for the smooth running of the reception function, and efficient
management of the reception team, ensuring all
reception duties are performed effectively and to the required standard,
meeting the objectives of the organisation.
- To act as a central point of contact for patients, the
distribution of information, messages and enquiries for the clinical team,
liaising with multi-disciplinary team members and external agencies such as
secondary care and community service providers.
-
Support the Management Team in promoting ED&I,
SHEF, quality and continuous improvement, confidentiality, collaborative
working, service delivery, learning and development and carry out other duties
as directed by the Management Team.
- The Reception Manager is responsible for:
- Leading by example, maintaining a
professional attitude at all times and championing practice processes
- Working closely with the practices
Management Team; attending weekly meetings to collaborate on projects and
processes to ensure the practice provides a high level of care and service to
our patients
- Working closely with the Reception
Seniors to ensure staff are supported and adhere to practice protocols
- Line managing all reception staff,
supporting staff development, providing guidance and direction, ensuring staff
are up to date with mandatory training
- Completing staff reviews and appraisals in
appropriate timescales, ensuring documentation is passed to the Management Team
for filing and/or action
- Support reception staff development,
providing guidance and direction, ensuring staff are trained in all aspects of
reception by their six month probation review
- Ensuring reception staff are up to
date with mandatory training, working with the Management Team to allow for
allocated training time
- Identifying and delivering additional
team training where required
- Managing staff absence by way of the
Sickness Absence Management Policy and ensuring absences are logged on Practice
Index, flagging any areas of concern to the Management Team
- Monitoring
the staffing levels on a daily and weekly basis, ensuring adequate cover at key
periods by advance rota planning of at least five weeks
- Lead
on recruitment of new staff with the support of the Management Team
- Reviewing and updating all reception
policies and procedures as required, liaising with the Administration
Supervisor and team as necessary
- Monitoring
the practice appointment system, ensuring that slots are used effectively and
appropriately
- Resolving
clinic issues due to staff absence and informing management of absences
- Monitoring
the daily workload, and planning for contingencies at peak times
- Daily
oversight of the management of Klinik ProUI, ensuring tasks are completed in
appropriate timescales
- Daily
monitoring of the Surgery Connect portal to ensure calls are answered in the
agreed timescale, and managing via group management available receptionists
for the taking of calls
- Daily
monitoring of the New Pond Row website portal to ensure all submissions are
downloaded and managed appropriately
- Daily
monitoring of the Heathtech portal for automated patient registrations and
ensuring registrations rejected by Healthtech are completed on-site
- Daily
monitoring of the generic email accounts, managing/delegating as required
- Managing
any IT issues with the relevant provider
- Monitoring
the quality and accuracy of the processing of prescriptions by the reception
team, and taking responsibility for the security of prescriptions, including
the receiving of deliveries, storage and logging
- Acting
as a mentor to new reception staff and ensuring induction plans are drafted
- Appointment
analysis, workload reviews, call volume etc. when requested
- Answer
incoming phone calls, transferring calls or dealing with the callers request
appropriately
- Signposting
patients to the correct service
- Provide initial guidance and advice to patients who wish to
verbally complain, with a view to resolving any concerns before they become an
official complaint
- Initiating
contact with and responding to, requests from patients, team members and
external agencies
Job description
Job responsibilities
- To be
responsible for the smooth running of the reception function, and efficient
management of the reception team, ensuring all
reception duties are performed effectively and to the required standard,
meeting the objectives of the organisation.
- To act as a central point of contact for patients, the
distribution of information, messages and enquiries for the clinical team,
liaising with multi-disciplinary team members and external agencies such as
secondary care and community service providers.
-
Support the Management Team in promoting ED&I,
SHEF, quality and continuous improvement, confidentiality, collaborative
working, service delivery, learning and development and carry out other duties
as directed by the Management Team.
- The Reception Manager is responsible for:
- Leading by example, maintaining a
professional attitude at all times and championing practice processes
- Working closely with the practices
Management Team; attending weekly meetings to collaborate on projects and
processes to ensure the practice provides a high level of care and service to
our patients
- Working closely with the Reception
Seniors to ensure staff are supported and adhere to practice protocols
- Line managing all reception staff,
supporting staff development, providing guidance and direction, ensuring staff
are up to date with mandatory training
- Completing staff reviews and appraisals in
appropriate timescales, ensuring documentation is passed to the Management Team
for filing and/or action
- Support reception staff development,
providing guidance and direction, ensuring staff are trained in all aspects of
reception by their six month probation review
- Ensuring reception staff are up to
date with mandatory training, working with the Management Team to allow for
allocated training time
- Identifying and delivering additional
team training where required
- Managing staff absence by way of the
Sickness Absence Management Policy and ensuring absences are logged on Practice
Index, flagging any areas of concern to the Management Team
- Monitoring
the staffing levels on a daily and weekly basis, ensuring adequate cover at key
periods by advance rota planning of at least five weeks
- Lead
on recruitment of new staff with the support of the Management Team
- Reviewing and updating all reception
policies and procedures as required, liaising with the Administration
Supervisor and team as necessary
- Monitoring
the practice appointment system, ensuring that slots are used effectively and
appropriately
- Resolving
clinic issues due to staff absence and informing management of absences
- Monitoring
the daily workload, and planning for contingencies at peak times
- Daily
oversight of the management of Klinik ProUI, ensuring tasks are completed in
appropriate timescales
- Daily
monitoring of the Surgery Connect portal to ensure calls are answered in the
agreed timescale, and managing via group management available receptionists
for the taking of calls
- Daily
monitoring of the New Pond Row website portal to ensure all submissions are
downloaded and managed appropriately
- Daily
monitoring of the Heathtech portal for automated patient registrations and
ensuring registrations rejected by Healthtech are completed on-site
- Daily
monitoring of the generic email accounts, managing/delegating as required
- Managing
any IT issues with the relevant provider
- Monitoring
the quality and accuracy of the processing of prescriptions by the reception
team, and taking responsibility for the security of prescriptions, including
the receiving of deliveries, storage and logging
- Acting
as a mentor to new reception staff and ensuring induction plans are drafted
- Appointment
analysis, workload reviews, call volume etc. when requested
- Answer
incoming phone calls, transferring calls or dealing with the callers request
appropriately
- Signposting
patients to the correct service
- Provide initial guidance and advice to patients who wish to
verbally complain, with a view to resolving any concerns before they become an
official complaint
- Initiating
contact with and responding to, requests from patients, team members and
external agencies
Person Specification
Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills
- Clear, calm and polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (Planning & Organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving & analytical skills
- Ability to follow policy and procedure
Desirable
Qualifications
Essential
- Educated to GCSE level or equivalent
Desirable
- GCSE Mathematics & English (C or above)
- AMSPAR Receptionists Qualification
- NVQ Level 2 in Health and Social Care
- Leadership and/or management qualification
Experience
Essential
- Experience of working with the general public
- Experience of leading/managing a team
Desirable
- Experience of administrative duties
- Experience of working in a health care setting
- Experience of holding appraisals and staff development sessions
Person Specification
Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills
- Clear, calm and polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (Planning & Organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving & analytical skills
- Ability to follow policy and procedure
Desirable
Qualifications
Essential
- Educated to GCSE level or equivalent
Desirable
- GCSE Mathematics & English (C or above)
- AMSPAR Receptionists Qualification
- NVQ Level 2 in Health and Social Care
- Leadership and/or management qualification
Experience
Essential
- Experience of working with the general public
- Experience of leading/managing a team
Desirable
- Experience of administrative duties
- Experience of working in a health care setting
- Experience of holding appraisals and staff development sessions
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.
