Job summary We are a well-established and highly respected GP practice,operating from purpose built bright modern premises, providing care to 6,700patients in Barrow-in-Furness.Due to retirement of our current Reception Manager we arelooking for an experienced Manager with excellent interpersonal and leadershipskills, who is team focussed, compassionate and will foster excellentteam-working and share our values and ethos.This is a full-time position.
Main duties of the job The post holder is responsible for providing reception cover andoverseeing the patient support team ensuring practice standards for patientfacing and administrative tasks are completed to accepted practice standards.They will work collaboratively with the general practice team;lead GP partners, Practice Nurses, and Practice Manager to meet the needs ofthe patients, ensuring that practice policies and procedures are followed andensuring compliance with CQC Essential Standards of Care.Look after the health & safety and wellbeing of patientsupport team as well as any patients in the waiting room and reception areas.
About us We are a friendly dedicated team consisting of 3 GPPartners, 1 Advanced Nurse Practitioner, Practice Manager and Deputy, 3Practice Nurses, 2 HCAs and associated Patient Support Team.We are a Training practice for undergraduates and GPs, andare active in our PCN and Federation.Our CQC rating is Good November 2023We are based in Barrow-in-Furness, which is a 20 minutedrive to some of the world famous heritage sites and areas of outstandingnatural beauty in the Lake District.
Barrow is well-known for its thrivingmanufacturing industry, being home to BAE Systems which is the single largestemployer in the town; it is also within commuting distance to SellafieldNuclear Power Station.
Job description Job responsibilities The following are the core responsibilities ofthe Reception Manager.
There may be, on occasion, a requirement to carry outother tasks; this will be dependent upon factors such as workload and staffinglevels:a.Administerthe systems for annual leave, sickness absence, TOIL and overtime, and maintainappropriate records ensuring accurate information is submitted in time forpayroll.b.Co-ordinatereception and administrative duties and weekly staff rotas to ensure theprovision of a safe, effective service.c.Overseethe patient support team in line with practiceHR policies, protocols and service standards.d.Manageand record holiday absences for patient support team andorganise appropriate holiday cover for staff.e.Whererequired, in conjunction with the Practice Manager arrange staff overtime tomeet gaps in staff rotas and agreed increases in activity/workload.f.Undertakeannual appraisals with staff to review their development objectives,performance and any other work-based issues.g.Identify,organise and deliver training identified from staff personal developmentobjectives.h.Monitorand manage the patient support team sicknessin accordance with the practice sickness policy and provide timely records tothe Practice Manager.i.AssistPractice Manager with recruitment of new staff members.j.Toco-ordinate the induction and training of patient support team.k.Organiseand lead monthly meetings with patient supportteam.
The post holder will prepare agendas and distribute minutes/action pointsfrom these meetingsl.Toensure that existing reception and administrative systems are functioningefficiently and monitor these systems and make suggestions for improvement.m.Toprovide support and guidance to the patient supportteam, other practice staff and visitors on patient service issues.n.Overseethat all reception and administrative workflows are kept up to date andprocessed correctly and in a timely manner.o.Ensurethat the registration processes for new patients (including the provision ofappropriate information to patients) are followed.p.Overseeincoming and outgoing post ensuring accurate receipt recording and timelydelivery.q.Ensurepatient satisfaction is maintained at every opportunity and to provideopportunities for regular feedback including the implementation of patientsurveys.
Ensure staff are trained to deliver excellent customer service andthis is managed with regular training and monitoring.r.Tomanage informal patient complaints received direct from the patient, ensuringthe Practice Manager is briefed.s.Tocascade upwards, without delay, any unresolved informal complaints or compliantwhich require formal documentation and carry out any request for investigationin a timely manner.t.Liaisewith IT regarding telephone system; issues, phone messages and any updates.u.Toensure that information leaflets in the waiting areas are kept up to datev.Leadon patient online servicesw.Managementof patient text messaging service, reminders & DNAs.x.Organisepurchase of refreshments for the surgery, stationary stock ordering androtation.y.Actingas a focal point for the practice managing requests from external organisationssuch as the local policez.Actingas building fire marshal, ensuring evacuation lists are current and that thevisitors log is used appropriatelyaa.
Actively involved with staff welfare andbe the practices wellbeing champion Person Specification Experience Essential Leadership and/or management experience essential Proven administrative experience in a reception or office environment Strong computer skills Excellent phone etiquette and communication skills Exceptional organizational abilities and attention to detail Experience with data entry and clerical tasks Qualifications Essential GCSE English (C or above) and at least two others or equivariant