Reception Manager

Job description

Job responsibilities

Main duties

Manage and lead Reception and Administration staff providing guidance and direction to deliver an effective, efficient and high quality reception service, supporting development and ensuring practice objectives and policies are adhered to.

Compile and monitor staff rotas to ensure adequate cover on reception and respond promptly to any unplanned absences being prepared to provide last minute cover.

Oversee and prioritise all reception work such as tasks, scanning, coding, recalls, registrations, summarising and all other administrative duties.

Monitor reception systems to ensure they are functioning effectively and introduce appropriate improvements for the smooth running of the team and disseminate information to the whole practice in relation to any changes.

Have a full understanding of the clinical appointment system, including setting up & inputting clinicians rotas onto SystmOne and overseeing any alterations including cancellation of any surgeries to make alternative arrangements and contacting locums.

Maintain confidentiality when having access to information relating to patients or staff members or running of the practice.

Monitor staff training and development ensuring staff are up to date with mandatory training.

Assisting the Practice Manager with recruitment, selection and induction of reception and administrative staff and providing any necessary training.

Undertake probation reports, annual appraisals and personal development reviews for the reception and administration team.

Have a clear understanding of the telephone systems and updating the answer message scripts to reflect any changes including any bank holiday opening hours.

Assist the Practice Manager with practice audits and contribute to continuous improvement.

Log and monitor annual leave and sickness absences and look after staff welfare.

Responsibility for monitoring patient DNAs and contacting patients in accordance with practice policy.

Assisting the Practice Manager to achieve QOF standards and targets.

Take a proactive role in dealing with informal complaints and taking responsibility for investigating and responding to more complex formal or complaints within set timeframes and in liaison with the Practice Manager or GP partners.

Effectively manage own time, workload and resources. Assess own performance and take accountability for agreeing priorities, timelines and delivery during times of high workload.

Deal with more complex enquires from patients and deputise for Practice Manager.

Organise and co-ordinate any specialist clinics e.g. flu & Covid vaccinations.

Promoting and maintaining own and others health, safety and security.

Support the equality, diversity and rights of patients, carers and colleagues recognising and implementing peoples needs for alternative methods of communication.

Undertake any other additional duties appropriate to the post as requested by the Partners and/or the Practice Manager.

Person Specification

Qualifications

Essential

• Experience of management of staff within working in General Practice, Public Sector or a Healthcare Environment.
• A strong track record of leading teams.
• A proactive work ethic with a positive and flexible attitude with the ability to manage multiple priorities in a fast-paced environment.
• Experience of giving feedback and training to improve staff performance.
• Extensive knowledge of using a clinical system.
• Excellent interpersonal and communication skills with an exceptional command of written English and the ability to draft correspondence.
• Proven experience of managing difficult patient/staff conversations .
• An approachable, calm and reliable individual who thrives in a team environment and can maintain composure under pressure.
• Proficient in rota management and staff scheduling.
• Excellent time keeping and flexible approach to manage changing priorities and schedules.

Desirable

• SystmOne and Ardens knowledge
• Leadership and/or management qualification

Experience

Essential

• Experience of management of staff within working in General Practice, Public Sector or a Healthcare Environment.
• A strong track record of leading teams.

Desirable

• Experience of working in primary care.
• Experience of working in a GP practice.

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

Arden Medical Centre

Address

Downing Close

Station Road

Knowle

B93 0QA

Employer's website

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