Job responsibilities
Job Title: Reception Manager
Hours: Full time
Accountable to: Practice Manager
Line management: None But to support the practice manager in staff related HR activities as required.
Overall Objective: The Reception Manager is responsible for overseeing the daily operations of the reception team, ensuring efficient and effective service delivery. This role involves managing administrative tasks, coordinating staff schedules, and leading initiatives to enhance patient care and practice performance.
Key Responsibilities:
Admin staff rota Management: Develop and manage daily and monthly staff rotas to ensure adequate coverage and efficient workflow. This will be for admin / reception staff only. You will Liaise with the practice manager regarding authorisation of Annual Leave for administrative staff.
Appointment book / Session manager: Conduct the management of clinical appointment book, ensuring optimal utilisation of clinical resources. You will enforce a structured protocol to ensure accuracy of the appointment book and ensure it is optimised and uploaded to EMIS regularly. Be proactive in session planning, undertaking emergency amendments and ensuring all annual and study leave is effectively covered to reduce locum usage.
Locum Bookings: Coordinate and manage locum bookings to cover clinician absences and maintain service continuity. Maintain and accurate and up to date locum contacts list that is accessible to all practice staff. Accurately recording all bookings made and reporting to the practice manager.
Deductions, Registrations and GP2GP Transmissions: Handle patient deductions and ensure timely GP2GP transmissions for seamless patient record transfers. Oversee the automated registration processes at the practice.
Oasis notes transfer in and out: Maintain accurate records of all onsite Lloyd George notes and retrieve and send back those notes in a timely manner.
Secretarial cover: Support the practice secretary in times of absence and ensure all urgent & routine referrals, including advice and guidance are managed in the appropriate tome frame and all outcomes are documented. This includes worklist management and ensuring appropriate tasks are replied to / generated
Unmatched Lab Reports: Monitor and resolve unmatched lab reports, ensuring accurate and timely updates to patient records.
PPA Claims: Manage Prescription Pricing Authority (PPA) claims, ensuring accuracy and compliance with regulations. Ensuring accurate storage and data recording of all transactions.
Meeting Coordination: Set agendas, and subsequently lead staff and team meetings, fostering effective communication and collaboration. Setting and following up on actions as well as chasing actions for completion by other staff members. You will also arrange meeting with external stakeholders such as MDT meetings with our care home or meeting with Trinity hospice.
Admin Complaints Lead: Manage and resolve administrative complaints and concerns, maintaining high standards of patient service. Escalate any issues to the practice manager.
Recall Lead: Develop and implement efficient patient recall systems to ensure timely follow-up on preventive care, chronic disease management, and routine health checks. Utilise digital tools and batch messaging to streamline communication with patients, enhancing engagement and adherence to care plans. Work with nursing team to meet immunisation targets.
Run reports at defined timelines to recall patients for various health related follow ups, including:
- Screening (e.g. cervical cytology)
- Immunisations
- GP/ health care professional (HCP) appointments
- Long Term Condition (LTC) annual reviews.
- Quality Outcome Framework (QoF) targets
CQC Preparation: Prepare for Care Quality Commission (CQC) inspections, ensuring compliance with standards.
- Support the practice manager with the preparation for Care Quality Commission (CQC) inspections by ensuring that all practice operations meet regulatory standards. Conduct regular audits and assessments to identify compliance gaps and implement corrective actions.
- Compile and maintain comprehensive documentation required for CQC inspections, including policies, procedures, and evidence of best practices.
GDPR Lead: Ensure compliance with General Data Protection Regulation (GDPR) requirements, safeguarding patient data.
IT Troubleshooting: Provide basic IT troubleshooting support to staff, liaising with IT support services as needed. This will include, EMIS, Docman, Surgery Connect, Accrux and PCSE / NHSE items.
o To continually evaluate and provide innovative ideas on how to improve the practice's IT systems and processes.
Staff Onboarding and Offboarding: Ensuring all new staff including temporary staff e.g. locums are able to access and use IT systems e.g. EMIS, Docman, Accurx and T-quest and have appropriate levels of access. This will include having administrator rights to deal with NHS smartcard requests, renewals and smartcard problems.
Tasks, including Path Link Oversight: Monitor and manage incomplete tasks and ensure completion by task owners. Ensure path links are completed in a timely manner and promoting staff who whos reports have not been filled to ensure efficient workflow and task completion. Including oversight of 111 reports and Docman pathways.
Communication Effectively communicate with:
o GPs and other healthcare professionals (HCP) effectively.
o To understand processes of communication with other departments such as IT support, South West London Integrated Care System (ICS), NHS England (NHSE) and EMIS.
Other duties
You will be expected ad-hoc to support the practices Triage pathway and help reception to answer the phone and deal with any queries that may arise.
You will be expected to help maintain the general appearance of the surgery premises, monitor heating, lighting and ventilation and opening and closing of the building.
Attend meetings when and where necessary, including attending on behalf of the PM.
Attend courses required. This will include keeping up to date with requirements related to the Care and Quality Commission (CQC), such as online modules. This will include requirements related to General Data Protection Regulation (GPRD).
Assist PM with Staff Management including:
Appraisals as required
Performance Management
Disciplinary issues
Recruitment and interviews
Ensure office supplies are continually monitored and replenished.
Undertaking other duties not specified within the job description but within the general scope of the post as determined by the Practice Manager.
Please note this list is not exhaustive. Given the continual changes within primary care and the NHS, we would expect a Reception Manager to be flexible and be able to adapt to ever changing requirements.
Qualifications:
Proven experience in a healthcare administration or reception management role.
Strong organisational and leadership skills.
Excellent communication and interpersonal abilities.
Proficiency in IT systems and software relevant to practice management.
Knowledge of GDPR and CQC standards is desirable.
Key information
Working Hours: Monday Friday (7.5hours per day + 30 minute unpaid lunch)