Reception Manager

Job description

Job responsibilities

Job Summary:

To supervise, develop and organise the Reception Team

To contribute to the planning, duties and functions of the Team and department

To embed a professional ethos, providing excellent levels of patient care in an environment of empathy at all times

To provide support to the Practice Manager to ensure the management of the Practice Reception function ensuring effectiveness and efficiency at all times

Duties and Responsibilities:

Patient Services

Provide general assistance to the Practice Team and project a positive and friendly image to patients

Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice

Understand the legislative requirements and Practice Polices for GDPR and Data Protection and act as the primary point of contact for the Reception Team to assist with any particular queries or concerns

Responsible for operating all procedures for Reception and Waiting Room including ensuring that noticeboards in both areas are kept updated

Understand the range of services on offer, how to use them effectively and guiding patients through their interactions with the Practice

Co-ordinate provision of reception services for clinics and health promotion activities

Ensure Practice policies are followed and accurate records kept with particular reference to: appointments, messages, visits, online services, patient registration, filing systems, births and deaths

Employed Staff

Ensure all members of the Reception Team are aware of, and adhere to, Practice policies and procedures to ensure the delivery of high quality patient services.

Working alongside the Practice Manager to authorise and monitor overtime, authorising annual leave, undertaking annual appraisals, sickness monitoring and participation in the recruitment and selection process for appointment of new reception staff

Supervise the Reception Team to ensure that all daily tasks are completed

Ensure all reception staff undertake appropriate induction training, undertake effective probationary reviews with new staff and ensure that all Reception staff are adequately trained to fulfil their role and that their continuing development is achieved

Act as a role model to reception staff, supporting motivating and promoting good staff relations.

Disseminate information to the Reception Team in relation to patient services and any agreed system changes

Implement and co-ordinate staff rotas taking into consideration sickness cover, holiday etc and liaise with reception staff to ensure appropriate cover is maintained ensuring cover and contingency plans are in place for all leave including unforeseen absence

Assess training needs for own training and that of reception staff

Ensure Reception staff are up to date with all mandatory and statutory training including the timely completion of all refresher training modules

Monitor staff time-keeping, unauthorised absences etc and be the first line of management to deal with disciplinary matters, speak to reception staff when appropriate and notify them of any action including accurately documenting all incidents and outcomes

Monitor development of reception staff to ensure a first class service to the Practice and patients

Support and mentor the Reception Team both as individuals and as team members

Co-ordinate and facilitate Reception Team meetings

Administration

Responsible for the delegation of tasks when there is a need to alter or cancel surgeries and making alternative arrangements in an emergency or in the event of changes to any surgeries

Acting as the primary point of contact in reception for clinicians

Lead and participate in Management Team meetings as appropriate

Provide data, as requested, for practice development plans and contribute thoughts and ideas to the smooth operation of the department

Contribute information on current activities towards reviews of clinical services

Liaise with other members of the Primary Health Care Team, outside agencies and carers as required

Maintain stock control for practice stationery and order supplies

Support the Practice Manager with CQC compliance as appropriate

Information Technology

Have full understanding of appointment system and booking rules for clinicians

Have full responsibility of clinic management ensuring sessions are utilised efficiently at all times

Responsibility for the practice telephone system including set up, message setting day time and out of hours

Have a working knowledge of all software and hardware

Train staff in the use of all relevant systems

Building

Have an understanding of Health & Safety with delegated responsibility to ensure all fire maintenance checks are undertaken in line with Practice policies by the Reception Fire Wardens

Contribute to ensuring premises security

Contact local builders, plumbers, electricians on behalf of the Practice Manager to keep the building running smoothly

Information

Ensure communication systems are running smoothly, doctors and reception staff are kept fully informed of changes in procedures

Act as a central source of information and delegate to staff/team as appropriate

Other Tasks

Ensure the team has a flexible approach to achieve changing priorities, with rapid response and delivery of appropriate changes/requests.

Continuously reviewing and improving the quality of own and teams output and processes, contributing to the embedding of a quality culture across the whole organisation and reporting findings to the Practice Manager.

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

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others health and safety and infection control as defined in the practice Health & Safety Policy, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures. This will include (but will not be limited to):

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 and initiation of remedial/corrective action where needed

Actively reporting of health and safety hazards and infection hazards immediately when recognised

Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role

Reporting potential risks identified

Routine management of own teams areas and maintenance of work space standards

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 recognizes 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

Attendance at all Mandatory and Statutory training requirements as indicated by the Practice Manager

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 whilst embracing the practices ethos of recording of any errors or near misses and learning by mistakes without blame

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

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

Communicate effectively with other team members, patients and carers

Recognize peoples needs for alternative methods of communication and respond accordingly

The post-holder will:

Apply all Practice policies, standards and guidance

Discuss with other members of the team how the policies, standards and guidelines will affect own work

Participate in audit where appropriate

This Job Description is neither exhaustive nor exclusive and will be reviewed annually in conjunction with the post-holder at the annual appraisal. The post-holder is also required to carry out any duties that may reasonably be requested by the Practice Manager or Partners.

Person Specification

Experience

Desirable

• Experience of working in a GP practice, preferably previous receptionist experience
• Team leader skills/management skills
• EMIS Web experience

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.

Employer details

Employer name

The Lunesdale Surgery

Address

Wellington Court

Kirkby Lonsdale

Carnforth

Lancashire

LA6 2HQ

Employer's website

https://www.lunesdalesurgery.co.uk/ (Opens in a new tab)