Job responsibilities
Job Title -Reception Manager
Line Manager -Operations Manager
Accountable to -Practice Manager, Partners
Hours per week -37.5 hours
Job Summary
To provide the highest standards of administrative and patient services to the GP Partnership at the Spa Medical Centre. Acting as an ambassador for the surgery, acting in a helpful, caring and courteous manner to patients and staff at all times.
- Responsible for the day-to-day management of the reception and ensuring their associated roles and tasks are carried out in accordance with agreed procedures, protocols and timescales, reporting to the Operations Manager as necessary.
- Responsible for delegating, overseeing and managing the workload of the Care Navigator team as well as providing support and training to the staff.
- Responsible for the management of the staff rota for the reception always ensuring there is a minimum of 4 weeks of rotas on the system.
- To ensure that arrangements are made to cover staff absences, using resources effectively.
- Responsible for ensuring the smooth running of all designated Reception areas.
- To offer general support to the practice team and project a positive, friendly and professional image to patients and other visitors, either in person or via the telephone.
- To carry out receptionist duties when required/necessary to do so.
- To pro-actively work to diffuse complaints at an early stage at Reception.
- To facilitate effective communication between patients, members of the Primary Care team, Secondary Care and other associated healthcare agencies.
- To work with the Operations Manager to ensure that the Practice fulfils its CQC requirements and staff receive all necessary training.
- To undertake a variety of administrative duties to assist in the smooth running of the Practice.
- To manage the various appointments screens on a daily basis.
- To update all policies and procedures relating to Reception.
Job Responsibilities:
Office Management:
Manage and control all aspects of office, reception and filing.
Organise procedures within the departments to ensure an efficient process of accurate data entry and scanning of documents.
Maintain and organise computer functions specifically on Systmone, also on Microsoft Office Applications Word, Outlook, Excel
Collate statistical data as and when required.
Manage the development and running of new patient registrations, amendments and deductions, path links and searches on TPP system.
Manage all administrative functions within Systmone, relevant to Reception, Pharmacy referrals and communication links with Community Teams
Co-ordinate and maintain housebound and Carers registers, delegating the work to team members.
Monitor appointment DNAs on a monthly basis, issuing appropriate correspondence in line with practice policy.
Oversee Extended Access appointments, ensuring all appointments are bookable and filled.
Monitor and promote the use of the Friends and Family Test and complete the monthly returns.
Manage NHS health checks, recalls, to maximize uptake
Stationery ordering through PCSE.
Lead on ensuring practice noticeboards are updated, current and relevant.
Induction and training of new Care Navigators, ongoing coaching and mentoring role.
Monitor daily clinics and notify patients if clinics are running late
Manage waiting lists and flagging if support is required
Monitoring clinics and ensuring clinics are full, notifying relevant departments if further invites need to be sent.
Liaise with the IT lead adding DNAs, Friends and Family and monthly statistics to social media, Information screen and website.
TASKS monitor reception in box and flagging if any further support is needed.
Monitor daily calls on the telephone system
Ensure patient medical records are always kept neat and tidy.
To Assess & evaluate systems recommending changes and improvements to the Operations Manager as appropriate
Actively participate in staff meetings.
Take responsibility for ensuring all cash, cheques and receipts taken at Reception are stored in the safe.
Acting as a building fire marshal, ensuring the team are following the correct processes and procedures this includes ensuring evacuation lists are current and that the visitors log is used appropriately.
Customer Care:Be responsible for ensuring the highest standards of customer service within the surgery, by telephone, e-mail, eConsult and face to face.
Ensure the home visits are distributed and entered on Systmone daily, liaising closely with the visiting GP and Melksham Older Peoples team.
Be an initial point of contact for patients with complaints, compliments or comments alongside Operations Manager
Ensure the reception areas are tidy, clean, notice boards up to date, music playing, queues dealt with, emergency drills handled well
To act as a Patient Services Coordinator at all times, developing ways and ideas of improving communication and access to the patients of Spa.
Information Technology:Be familiar with the practice computer systems, both clinical and office systems.
Develop an understanding of the practice IT system, forging strong links with the IT service desk.
Be prepared to train staff in various office applications, e.g. the internet and e-mail, NHS net mail
Be prepared to train staff in eConsult.
Staff Supervision:
Line managing all Care Navigators, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
Identifying and delivering team training where required
Carry out 3 and 5-month probation reviews with HR Lead
Completing staff appraisals as required with the HR Lead
Look after the general welfare of staff
Hold weekly informal staff briefing meetings to ensure information is cascaded down to the whole team and any current issues are dealt with
Take responsibility for providing full training to staff on new areas of work, and induction training for new staff
Ensure the efficient deployment of staff during peak times, prioritising the phones and desk.
Manage Reception Rota and room rota.
Involved in the recruitment of Care Navigator staff when necessary
Support the Care Navigator team regarding referrals to the Pharmacy first
Support the team with call management
Training the team on telephone and customer care
Monitor and approve Annual leave for the Care Navigator team and raise any queries with the Operations Manager
To build a good working relationship with the Admin Lead
Daily Reception huddle to update the team with any changes
Ensure all policies and procedures are up to date relating to Reception, ensuring that all relevant staff have read the policies.
General:
Provide adequate cover for staff during holidays and sickness
Ensure all building repairs are flagged up to the appropriate staff member
Follow all company policies and procedures
Liaise with the Operations Manager regularly on staff/business issues
Be aware of the need for self-development and take part in training as required.
To be fully aware of the importance of confidentiality at all times
Ensure all aspects of the reception function is running smoothly at all times, raising any issues or concerns with the Operations Manager.
