Job summary The Reception Manager will provide passionate, creative and efficient leadership of front-line patient services, predominantly through our reception and office team, ensuring all patient services duties are performed effectively and to the required standard, meeting the objectives of the practice.To support the management team in promoting quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development, and to carry out other duties as directed by the management team.
Main duties of the job The Reception Manager will be a passionate advocate for excellent patient service, leading the reception team by example.
You must be driven by a desire for continuous improvement of the patient experience, instilling that ethic across the team as you work towards a common goal.The successful candidate will with the support of the Practice Manager oversee the reception team and its various functions, ensuring reception staff achieve their primary responsibilities efficiently and effectively.
But more than that, you will help the clinical and management teams convey relevant surgery information and service updates to our patients through our various communication channels, ensuring that our patients, and our front-line reception team, are kept up-to-date with the healthcare service options available to them.
About us We are looking for a highly motivated individual to lead, manage and develop our reception team to deliver the highest quality support to patients and colleagues.
We are a team of 5 GP Partners,3 Salaried GP,Clinical Pharmacist,Nurses,HCA's and other clinicians from our Primary Care are a GP Training Practice.The Practice is located in the picturesque village of Lenham on the outskirts of is a train line service in Lenham,but your own transport would be more reliable.This is a busy and forward thinking practice with a good support network.We respect the needs and beliefs of patients and staff without discrimination, in a supportive and friendly environment.
We aim to create an atmosphere of personalised care and accessibility, and to work in partnership with patients and other health care professionals.Benefits to include:NHS Pension, free car parking, eye test vouchers, continued training development.
Job description Job responsibilities Ensure that appointment templates are kept up to date and that doctors and staff are aware of changes.Identify forthcoming changes in demand for appointments and doctor/nurse availability, and, in liaison with practice manager, ensure appointments schedules reflect these changes.Undertake audits, as directed by the Practice Manager.Staff-Ensure that reception is adequately staffed at all times.Manage receptionists rota and duties, ensuring that overtime is kept to a minimum and approved prospectively by the practice manager.Ensure monthly timesheets are received on time and are authorised for payment.Responsible for authorisation and administration of receptionists leave in accordance with the Practice Leave policy.Assist Practice Manager in the recruitment, retention and appraisal of reception staff, reviewing job descriptions as necessary.Identify training needs of both individual receptionists and the team.Ensure that all receptionists are fully trained and that new staff are assigned a mentor.Lead Reception Team meetings and follow-up any matters arising.Manage and contribute to the content of the Reception Staff Handbook, ensure that this is regularly updated and that all receptionists are conversant with same.Patients-Ensure that receptionists handle patients and visitors enquiries courteously, efficiently and confidentially.Be conversant with Practice Complaints Policy.Deal with complaints initially, seeking advice from or referring to practice manager where appropriate.Premises-Log any faults or repairs required to the building, contents or equipment and ensure this is reported through the correct channels.Ensure that goods-in are signed for and orders checked against delivery notes.Ensure that reception area, waiting room, consulting rooms, meeting rooms and outside areas in the immediate vicinity of the practice are clean and tidy.Liaise with cleaning staff to ensure that standards are met.Health & Safety / Security-Ensure that reception is kept free of hazardsFire Warden & associated responsibilities (training will be given)Ensure that end of day checklist is adhered toEnsure there is a robust system for security of keysEnsure that drug deliveries are passed on quickly to nursing staff/dispensary managerCarry out periodic checks of the panic alarm systems.General-Attend meetings on behalf of, or with, the practice manager, as appropriateEnsure that any changes required to the Patient Handbook or Practice Website are notified to the practice manager.Ensure that filing, record keeping and distribution of documents and mail are undertaken efficiently and promptly.Ensure that all in-coming post is dealt with without delay and that out-going post is sent daily.Arrange for patient recall emails/letters and other similar correspondence to be sent out.Ensure that there is an adequate supply of stationery and other routine items available in reception.Ensure that noticeboards are kept up to date and that appropriate notices and literature are displayed.Notify practice manager of any photocopier or other equipment repairs required, and arrange for these to be carried out as soon as possible.Any other ad hoc duties as required.Participate in appraisal process and follow-up any learning outcomes Attend team leadership and management training and other training deemed appropriate by practice manager.
Attend and contribute to Practice Learning Events.
Person Specification Qualifications Essential GCSE English and Maths.
Desirable Leadership or Management qualification.
Educated to A Level or equivalent or higher or relevant experience.
Experience Essential Experience of woring with the General Public.
Experience of working in healthcare Administrative duties Leading/Managing a team Delivering great patient and customer care Desirable Working in a GP Practice.
EMIS Trained.
Docman Skills