Administration And Reception Manager

Job summary Wide Way are offering an exciting opportunity to work at an Outstanding GP Practice as a Administration and Reception Manager looking after the front of house and back office functions of the practice.The ideal candidate will need to possess:Direct leadership experience in UK General PracticeEMIS experienceDocMan experienceExperience in managing admin and reception teamDay to day operational management Main duties of the job To be responsiblefor the efficient management and direction of the administration and receptionteam, ensuring all administrative duties are performed effectively and to therequired standard, meeting the objectives of the practice.
The post holder will be part of the receptionand administrative team which also includes care coordinators and will beexpected to cover the duties of their team to ensure the teams are operatingeffectively.
To support themanagement team in promoting Equality, Diversity and Inclusion, Safety HealthEnvironment and Fire, quality and continuous improvement, confidentiality,collaborative working, service delivery, learning and development, and to carryout other duties as directed by the management team.
You will be responsible to the Practice Manager andsupporting the Patient Services Lead in the delivery of high quality, caring,safe and effective administrative and reception services at Wide Way MedicalCentre.
About us Wide Way Medical Centre is a15000 patient practice based in East Merton and is an outstanding practice towork for.
We are a teaching practice and pride ourselves on deliveringexcellent care to our patients.
Job description Job responsibilities Workingunder the direction of the Practice Manager, manage the Reception and administration(including care coordinators) and support operations of the practice, ensuringstaff achieve their primary responsibilities, providing ongoing support andensuring they deliver their duties to a high standard.
This involves supportingthe Patient Services Lead in day-to-day management and problem-solving of thenon clinical team.
Linemanage reception and administrative staff, supporting staff development,providing guidance and direction, ensuring staff are up to date with mandatorytraining and completing staff appraisals as required.Ensurestaff are performing to the requirements of their role and expectations managingtheir performance and supporting staff in their learning needs.Identify training needs for theteam and develop or source relevant training programs.Create and maintain rotas for thereception and administration staff.Review and update administrativeand reception policies and procedures to ensure compliance with regulations.Collaborate with the managementteam to compile practice reports and develop a strategic plan.Design, implement, and refineefficient office processes to enhance efficiency and comply with relevant legislation.Act as the primary contact forexternal organizations, including the police, solicitors, DVLA, and others.Manage temporary staff recruitmentto maintain adequate cover during staff absences.Update the appointment system toreflect staff leaves and absences.Provide initial guidance andsupport to patients initiating verbal complaints.Oversee all deliveries to thepractice, ensuring adherence to the cold chain policy where applicable.Assume the role of the buildingfire marshal, maintaining evacuation lists and managing the visitor's log.Management of the petty cash andensuring accurate record keeping as well as reporting to the managing partneron a monthly basis.Working alongside the PracticeManager and HR to manage sickness absence amongst the administrative and receptionteams, carrying out return to work meetings and managing high sickness absencelevels.
Ensure staff are followingpractice policies, protocols and procedures and where necessary, conduct performancereviewsInvestigating complaints directlylinked or connected to the front of house and back office administrativefunctions supporting the Practice Manager in responding to complaints in atimely and effective managerSet targets for achievement onreception and administrative work such as telephone answering, document managementetc and work with the management team in managing risk and reward.
To organise regular staff meetingswith the teams and ensure topics are relevant as well as cover all areas ofcompliance within the practice relevant to front of house and back officefunctions.
To ensure learning from complaintsand continuous improvement.
To take key responsibility for excellentcustomer services and ensure excellent patient experience.
This would involveregular monitoring and auditing of staff interaction with patients and recognizingareas of improvement.
Ensure a culture of professionalismis maintained within the practice and holding oneself and others to account.Ensure staff follow the practicecode of conduct.Working as part of the team andcarrying out reception, admin and care coordinator functions.Provide IT support as and whenrequired.Secondary ResponsibilitiesDeputise for the Practice Managerduring their absence (as required).Participate in audits as directedby the audit lead.Prepare meeting agendas, recordminutes, and support the Practice Manager with website and social mediamanagement.Monitor and promote the Friendsand Family Test to gather patient feedback.Champion continuous improvementinitiatives, encouraging staff participation and suggestions.Assist with achieving QOF (Qualityand Outcomes Framework) targets.Schedule and take minutes forPatient Participation Group meetings.
Person Specification Right to Work in UK Essential We do not provide sponsorship so please only apply if you can provide right to work in UK.
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 Experience of providing appraisal writing and staff development Excellent communication skills (written and oral) Strong IT skills (generic) Clear, polite telephone manner Competent in the use of Office and Outlook EMIS/SystmOne/Vision user skills 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 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 Flexibility to work outside of core office hours Disclosure Barring Service (DBS) check Maintain confidentiality at all times Qualifications Essential GCSE English (C or above) and at least three others 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