Reception Manager

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:

1. Ensuring an exceptional level of customer service and patient care across the reception team at all times

2. Overseeing the reception team, ensuring all staff achieve their primary responsibilities

3. Line manage the reception team, including recruiting and inducting new staff, supporting staff development, providing guidance and direction and ensuring staff are up to date with mandatory training.

4. Following HR policies and procedures as set out in the staff handbook and terms of employment.

5. Completing annual staff appraisal for reception staff as required

6. Identifying training needs and delivering team training as required

7. Compiling and administering of staff roster, including approval of annual and other leave and overtime (within guidelines) to ensure there is adequate cover to maintain service, including providing cover for the reception team when required

8. Development, review, update and implement reception policies, procedures and protocols as required ensuring compliance with contractual and statutory responsibilities and best practice.

9. Manage the appointment book/planner in line with agreed policies

10. Deal with more complex enquiries from patients including informal and formal complaints relating to the reception service escalating to the practice Manager when required.

11. Administration and configuration of systems used in support of the reception service (i.e. telephones, patient calling screens and self-check-in)

12. Ensure that the registration process, including the provision of appropriate information, for new and temporary patients, is followed

13. Facilitate and support the patient participation group, working with the Practice Manager and GP leads

14. Actively encourage and promoting the use of patient online services, Including the website, patient triage and NHS App

15. Responsibility for ensuring that all payments received via reception are recorded and accounted for in line with agree procedure.

16. Accounting for petty cash on a weekly basis

17. Ensure the reception and waiting areas are comfortable, clean and tidy and that notice boards and digital screens are kept up to date with relevant and appropriate information.

18. Managing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary.

Person Specification

Skills & Knowledge

Essential

• Excellent communication skills - written and oral
• Strong IT acumen
• Effective time management
• Ability to work as part of a team
• Problem solving and analytical
• Stay calm under pressure

Qualifications

Essential

• Educated to GCSE level or equivalent

Desirable

• NVQ level 2 in Health and Social Care
• AMSPAR Receptionist qualification

Experience

Essential

• Working in a front line reception or customer service role
• Leading and managing a team

Desirable

• Working in general practice or other relevant health care setting

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.

Employer details

Employer name

Ashley Centre Surgery

Address

Ashley Centre Surgery

Ashley Road

Epsom

Surrey

KT18 5AQ

Employer's website

https://Ashleycentresurgery.co.uk (Opens in a new tab)