Reception Manager

Job description

Job responsibilities

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

Overseeing the administration and support operations of the practice, ensuring staff achieve their primary responsibilities

Line managing all administrative staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training

Completing staff appraisals as required

Completing induction plan and probation reviews for new team members

Identifying and delivering team training where required

Compiling reception team staff rotas.

Scheduling, coordinating and minuting regular team meetings

Reviewing and updating all reception policies and standard operating procedures as required

Supporting the management team in the compilation of practice reports and the practice development plan

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

Coordinating the home visits rota in conjunction with Urgent Care Team and GPs

Providing support for the Rota Administrator updating the appointment ledger for all clinicians

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

Acknowledging written complaints with the correct information and within the required timescales

Managing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary

If required, acting as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately

Process personal, telephone and e-requests for appointments

Answer incoming phone calls, transferring calls or dealing with the callers request appropriately

Signpost patients to the correct service

Initiating contact with and responding to, requests from patients, team members and external agencies

Monitor and maintain the reception area and notice boards

Support all clinical staff with general tasks as requested

Person Specification

Experience

Essential

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a healthcare setting
• Experience of leading/managing a team

Desirable

• Experience of providing appraisal writing and staff development

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 least three others

Desirable

• Educated to A-level/equivalent or higher, with relevant experience
• NVQ Level 2 in Health and Social Care
• Leadership and/or management qualification

Skills

Essential

• Excellent communication skills (written and oral)
• Strong IT skills (generic)
• Clear, polite telephone manner
• Competent in the use of Office and 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

Forest Health Care

Address

Cinderford Medical Centre

Valley Road

Cinderford

Gloucestershire

GL14 2NX

Employer's website

https://www.foresthealthcentre.nhs.uk/ (Opens in a new tab)