Support Manager

Job description

Job responsibilities

The following are the core responsibilities of the Support 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 Support Manager is responsible for:

a. Overseeing the Reception Team, ensuring staff achieve their primary responsibilities;

b. Line managing the Reception Supervisors, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training;

c. Completing Reception Team appraisals;

d. Identifying and delivering Reception Team training, where required;

e. Planning Reception Team staff rotas (including breaks, annual leave, and Enhanced Services Hub cover);

f. Reviewing and updating all Reception policies and procedures, as required;

g. Supporting the Management Team dealing with patient complaints, when required;

h. Developing, implementing and embedding efficient office processes and procedures to adhere to extant legislation;

i. Coordinating the provision of temporary Reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences;

j. Providing initial guidance and advice to patients who wish to verbally complain.

In addition to the primary responsibilities, the Support Manager may be requested to:

a. Deputise for the Practice Manager / Assistant Practice Manager during periods of absence;

b. Monitor and promote the use of the NHS Friends and Family Test.

Person Specification

Personal qualities

Essential

• Polite and confident;
• Flexible and cooperative;
• Motivated;
• Initiative and judgement (knowing when to ask for help);
• Forward thinker;
• High levels of integrity and loyalty;
• Sensitive and empathetic in distressing situations;
• Ability to work under pressure.

Qualifications

Essential

• GCSE English (C or above) and at three other GCSEs.

Desirable

• Educated to A-level/equivalent or higher with relevant experience;
• AMSPAR 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 administrative duties;
• Experience of working in a Primary Healthcare setting;
• Experience of leading/managing a team or particular area of work.

Desirable

• Experience of providing appraisal writing and staff development.

Skills

Essential

• Excellent communication skills (written and oral);
• Strong IT skills (generic);
• Clear, polite telephone manner;
• Competent in the use of Microsoft Office and Microsoft Outlook;
• Effective time management (planning and organising);
• Ability to work as a team member and autonomously;
• Good interpersonal skills;
• Problem solving and analytical skills;
• Ability to follow policy and procedure.

Desirable

• SystmOne user skills.

Other requirements

Essential

• Flexibility to work outside of core office hours;
• Disclosure Barring Service (DBS) check;
• Maintain confidentiality at all times.

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

Woodhouse Health Centre

Address

Woodhouse Health Centre

5-9 Skelton Lane

Woodhouse

Sheffield

S13 7LY

Employer's website

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