Reception Manager

Due to retirement we are now seeking a parttime or fulltime reception manager to join our team working over 5 days, Monday to Friday.

They will be responsible for the efficient running and management of the reception department with support from senior management.

This is an exciting and vital role for the smooth running of the reception team who are the face of our practice.

Main duties of the job

Applicants must be able to demonstrate excellent I.T skills, leadership skills and strong communication skills with an ability to pay attention to detail. Previous management, reception management or senior receptionist experience would be advantageous.

Applicants must be able to work both independently and as part of a team. They will need to be able to adapt to the day to demands of working in a busy general practice setting.

Please see Job and Person Specification for full details of the job requirements,

About us

Outwood Park Medical Centre is a busy, forward-thinking practice and is part of the Brigantes Primary Care Network.

We are a friendly supportive team made up of five GP Partners, five salaried GP's, three Advanced Nurse practitioners, three Practice Nurses, one Healthcare assistant in addition to secretarial, admin and reception teams.

We also have a range of additional roles supporting the Practice including Pharmacists, Pharmacy Technicians, First Contact Practitioners, Care Navigators and a Paramedic.

We are a training practice hosting trainee doctors and nurses and have an excellent reputation for providing a high level of patient care with good access to appointments.

Job responsibilities

Job Purpose

The main role of the Reception Manager is to manage the day-to-day operation of reception and to ensure that the reception team perform duties in an efficient, professional, and courteous manner.

Operational Management

Enable the efficient running and management of the reception department. Oversee the day-to-day running of the reception acting as a hands-on trouble shooter where required.

Building an effective team to ensure all objectives and tasks are carried out efficiently, on time and according to protocols and guidelines.

Ensure staff are trained to manage start up and end of day reception process, consulting room checks and general building security.

Manage reception rotas, ensuring adequate staff cover for reception, keeping extra hours to a minimum.

Oversee and support management of the room rota for the practice.

Oversee the patient areas i.e. reception and waiting room.

Ensure that the team adhere to and supports the surgeries QOF objectives.

Ensure that the team adhere to our access requirements,

Implement and maintain processes, procedures, and protocols to ensure business continuity.

Adhere to the confidentiality policy keeping confidential matters such as complaint investigations, employee salaries, individuals performance, partners business, practice business private.

Manage petty cash transactions associated with the reception area.

Oversee all administrative tasks completed by the reception team such as the Emails, incoming/outgoing post, issuing of patient prescriptions, new patient registrations and home visit requests.

Support the receipt of incoming deliveries.

Be the first point of contact for any complaints that come into the surgery. Aiming to manage and diffuse the complaint before it becomes an official complaint.

Oversee the appointment system by ensuring correct booking of appointments by reception staff.

Staff and process management

Authorise, manage, monitor, and be accountable for all reporting staff overtime.

Authorise and manage all holiday requests and cover.

Contribute towards and assist the practice manager/assistant manager to

Keep and maintain sickness and absence records.

Keep and maintain disciplinary records.

Keep and maintain training records for all reception staff.

Support annual appraisals for reception staff.

Support and motivate staff.

Create and maintain a supportive and cooperative environment.

Staff Development

Manage the Practice's induction program for all new reception staff members.

Delegate work according to subordinates competences.

Investigate staff skills gaps and implement individual development plans and objectives.

Communication

Contribute to any reception meetings and staff huddles.

Keep staff up to date by various methods of communication face-to-face, group meetings, and Emails to communicate such matters as targets, new protocols, standards, and changes.

Listen to staff such as issues, complaints, and feedback. Encourage staff to suggest ideas for improvements and efficiencies.

Leadership

Act as a single point of contact for all line management issues.

Lead and implement new protocols, initiatives, and programs.

Communicate with and support the practice manager/deputy manager.

Employ influencing skills to implement change and to manage staff.

Confidentiality

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.

In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential.

Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety

The post-holder will assist in promoting and maintaining their own and others' health, safety and security as defined in the Practice Health & Safety Policy to include:

• Using personal security systems within the workplace according to Practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

Act in a way that recognises the importance of people's rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation

Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues

Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights.

Personal/professional Development

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development

Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality

The post-holder will strive to maintain quality within the Practice and will:

Alert other team members to issues of quality and risk

Assess own performance and take accountability for own actions, either directly or under supervision

Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance

Work effectively with individuals in other agencies to meet patients needs

Effectively manage own time, workload and resources.

Person Specification Experience

• GCSE grade A to C in English and Maths
• Experience supervising or managing a reception/administration team.
• Excellent communication and customer service skills.
• Strong organisational skills with the ability to prioritise workload in a busy environment.
• Experience managing staff rotas, annual leave, and day-to-day operational issues.
• Professional, reliable, and able to work effectively under pressure.
• Previous experience as a Reception Manager, Deputy Reception Manager, or Team Leader in Primary Care.
• Experience using SystmOne.
• Knowledge of CQC requirements and General Practice operations.

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.