Abbey Road Surgery

Reception Manager

This job is now closed

Job summary

We are a well-established and highly respected GP practice, operating from purpose built bright modern premises, providing care to 6,700 patients in Barrow-in-Furness.

Due to retirement of our current Reception Manager we are looking for an experienced Manager with excellent interpersonal and leadership skills, who is team focussed, compassionate and will foster excellent team-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 and overseeing the patient support team ensuring practice standards for patient facing 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 of the patients, ensuring that practice policies and procedures are followed and ensuring compliance with CQC Essential Standards of Care.

Look after the health & safety and wellbeing of patient support team as well as any patients in the waiting room and reception areas.

About us

We are a friendly dedicated team consisting of 3 GP Partners, 1 Advanced Nurse Practitioner, Practice Manager and Deputy, 3 Practice Nurses, 2 HCAs and associated Patient Support Team.

We are a Training practice for undergraduates and GPs, and are active in our PCN and Federation.

Our CQC rating is Good November 2023

We are based in Barrow-in-Furness, which is a 20 minute drive to some of the world famous heritage sites and areas of outstanding natural beauty in the Lake District. Barrow is well-known for its thriving manufacturing industry, being home to BAE Systems which is the single largest employer in the town; it is also within commuting distance to Sellafield Nuclear Power Station.

Date posted

20 November 2024

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

A0245-24-0001

Job locations

Duke Street

Barrow-in-furness

Cumbria

LA14 2LB

Job description

Job responsibilities

The following are the core responsibilities of the 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:

a. Administer the systems for annual leave, sickness absence, TOIL and overtime, and maintain appropriate records ensuring accurate information is submitted in time for payroll.

b. Co-ordinate reception and administrative duties and weekly staff rotas to ensure the provision of a safe, effective service.

c. Oversee the patient support team in line with practice HR policies, protocols and service standards.

d. Manage and record holiday absences for patient support team and organise appropriate holiday cover for staff.

e. Where required, in conjunction with the Practice Manager arrange staff overtime to meet gaps in staff rotas and agreed increases in activity/workload.

f. Undertake annual 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 development objectives.

h. Monitor and manage the patient support team sickness in accordance with the practice sickness policy and provide timely records to the Practice Manager.

i. Assist Practice Manager with recruitment of new staff members.

j. To co-ordinate the induction and training of patient support team.

k. Organise and lead monthly meetings with patient support team. The post holder will prepare agendas and distribute minutes/action points from these meetings

l. To ensure that existing reception and administrative systems are functioning efficiently and monitor these systems and make suggestions for improvement.

m. To provide support and guidance to the patient support team, other practice staff and visitors on patient service issues.

n. Oversee that all reception and administrative workflows are kept up to date and processed correctly and in a timely manner.

o. Ensure that the registration processes for new patients (including the provision of appropriate information to patients) are followed.

p. Oversee incoming and outgoing post ensuring accurate receipt recording and timely delivery.

q. Ensure patient satisfaction is maintained at every opportunity and to provide opportunities for regular feedback including the implementation of patient surveys. Ensure staff are trained to deliver excellent customer service and this is managed with regular training and monitoring.

r. To manage informal patient complaints received direct from the patient, ensuring the Practice Manager is briefed.

s. To cascade upwards, without delay, any unresolved informal complaints or compliant which require formal documentation and carry out any request for investigation in a timely manner.

t. Liaise with IT regarding telephone system; issues, phone messages and any updates.

u. To ensure that information leaflets in the waiting areas are kept up to date

v. Lead on patient online services

w. Management of patient text messaging service, e.g. reminders & DNAs.

x. Organise purchase of refreshments for the surgery, stationary stock ordering and rotation.

y. Acting as a focal point for the practice managing requests from external organisations such as the local police

z. Acting as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately

aa. Actively involved with staff welfare and be the practices wellbeing champion