Reception Manager

Job responsibilities

Job responsibilities

• Ensure adequate staffing levels across multiple areas in line with agreed policy liaising with Office Co-ordinator/Business Manager if needed.
• Deal with general day-to-day queries from staff members.
• Ensure the patient’s medical records are kept neat and tidy at all times.
• Liaise closely with the Receptionist/Administrator Supervisors and the Business Manager to ensure tasks associated with the Reception and iWorkflow administrator teams are appropriately delegated to those with the skills, abilities and time to undertake them, undertaking appraisals as necessary.
• Work closely with the Business Manager and others to evaluate staffing establishment and training requirements associated with Reception and iWorkflow teams.
• Review training requests from the reception and iWorkflow Administrator teams as per Practice procedure.
• Manage the various appointments, visit and other books in line with agreed policies.
• Work under the direction of the Business Manager, alongside the Office Co-ordinator, in the handling of patient complaints.
• Assist in the organising of clinics being held by Consultants and other staff not employed by the Practice.
• Liaise as required with the Business Manager, HR Manager, Finance Manager and Office/Clinical Services Manager on any upcoming projects.
• Ensure all visitors are signing in and out following Practice procedures.
• Continually assess and evaluate systems recommending changes and improvements to the Business Manager as appropriate.
• Actively participate in staff and external meetings at the request of the Business Manager or Partners of Faversham Medical Practice.
• Promptly notify relevant staff of deliveries received, following all Practice guidance and ensure the deliveries are dealt with in a timely manner.
• Actively ensure all Reception areas, prescription rooms, meeting rooms, waiting areas and medical records storage areas are kept free of clutter, clean and tidy.
• Take responsible for ensuring the close down of the Practice is adequately completed following all protocols and that the clinical rooms are left clear and tidy with no patient data.
• Ensure all issues raised by other staff are investigated and dealt with and reported to the Business Manager.
• Identify areas where further training/systems/improvements are needed and ensure action is taken and changes implemented.
• Take responsibility for the security of prescriptions, including the receiving of deliveries, storage and logging.
• Ensure that designated Receptionists are checking Clinicians return from visits and that this role is noted on the rota.
• Carry out daily brief staff updates at Practice opening times and shift handover and update the Reception communication board regularly.
• Regularly update staff photoboard at practice entrance.
• Follow all reasonable management requests from the partners or higher management team.

Human Resources

• Take responsibility for the operational line management of staff working in the reception and iWorkflow administrator teams.
• Carry out the reception and iWorkflow administrator team’s annual appraisals and 1, 3 and 6 monthly reviews, their return to work interviews after short periods of sick or other leave.
• Involvement in the recruitment process for new members of the reception and iWorkflow administrator teams, from evaluating staffing requirements through to the employee’s first day, liaising with the HR Manager and Business Manager as required.
• Develop, arrange and carry out/oversee staff induction, training and development opportunities for the reception and iWorkflow administrator teams, liaising with the HR Manager to ensure staff are appropriately trained to fulfil their roles and to maximise opportunities for motivating staff to fulfil their potential.
• Deal with change of hours requests in conjunction with the HR Manager and Business Manager.
• Work closely with the Business Manager and HR Manager to involve staff as appropriate in the introduction of change.
• Ensure full training is given to staff who attends the storage facility and a suitable rota is produced and adhered to, personally checking the facility and it’s arrangements on a bi-monthly visit.
• Take responsibility for the booking, induction and training of Reception Agency staff and the checking and authorising of their timesheets.
• Take responsibility for the booking and assisting in induction of Urgent Care Practitioners Agency staff and GPs locums and the checking and authorising of their timesheets/invoices.
• Assisting with Disciplinary and Grievance procedures, this could include investigations, meetings and note taking.
• Take responsibility for cross line management when another line manager is absent, ensuring line management duties are carried out.
• Organise and manage inductions for new staff in the reception and iWorkflow administrator teams.
• Organise and carry out exit interviews, liaising with the HR Manager.
• Assist the Business Manager and HR Manager in ensuring all policies and procedures are up to date relating to Reception and iWorkflow administrator teams, ensuring that all relevant staff have read the policies.
• Deal with requests for annual leave/TOIL/time off for other reasons, authorising or rejecting any requests in line with the Staff Handbook and in discussion with the HR Manager as appropriate.

Finance

• Take responsibility for ensuring that all cash, cheques and receipts taken at Reception is immediately stored in the safe.
• Take responsibility for ensuring the Practice safe(s) are kept locked, in working order and logging who has access to the safe(s).
• Ensure the CardNet machine is finalized at the end of the day and kept maintained.
• Check time sheets, authorising as appropriate and passing to the Finance Manager.
• Take responsibility for reimbursing staff from petty cash in the Finance Manager’s absence.

Information And Technology

• Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
• To oversee the reporting of IT faults and issues to GPIT, EMIS Helpline and others and recording appropriately.
• Take responsibility for organising the signing in and out of Practice laptops from the Practice to staff working at home where applicable.
• Take responsibility for assisting with SmartCard issues and queries.
• Ensure the check-in screen is switched on and off during opening and closing procedures, it is kept clean and well maintained. Ensuring that it is updated when Clinicians are absent.

The staff you are managing will do the following. You will also undertake these duties for part of the week

• Deal with general telephone enquiries from patients and general public.
• Record requests for visits for housebound patients.
• Provide encounter reports for surgeries and house calls and routine enquiries where needed.
• If designated to do so, key in patient identification data to computer.
• Oversee the processing of repeat prescriptions.
• Make appointments for patient to see Doctor, Nurse and other clinical staff associated with the practice.
• Record messages for Doctor, Nurse and Administrative staff.
• Process prescriptions as required and according to Practice protocols.
• The above list of duties is not exhaustive and may be subject to change as deemed necessary.

Confidentiality

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

For a more in depth and accurate job description please see in the supporting documents.

Qualifications

Essential

• English and Maths GCSE grade C or above.

Desirable

• Formal qualification in IT (e.g. CLAIT, ECDL).

Other

Essential

• Good sickness record (e.g. max 3 events in last 12 months).
• Confident, assertive and resilient.
• Confident in decision making with proven problem solving skills.
• Hard working, reliable and resourceful. Ability to use own judgement and common sense.
• Adaptable, innovative and forward looking.
• Evidence of continued learning/development.

Desirable

• Evidence of job stability (e.g. < 2 employers in last 10 years). Ability to work ideal hours as stated. Evidence of recent self-directed learning or development. Pay increasing or improved employment with this position. Checkable employment history > 3 years.

Experience

Essential

• Over 6 months experience in a management role.
• Experience of chairing meetings, producing agendas and minutes.
• Experience of dealing with members of the public.
• Ability to carry out staff appraisals.
• Ability and skills to manage and motivating staff.
• Evidence of the ability to grasp new concepts and work on a self-directed basis.

Desirable

• Experience in primary care/NHS/caring profession.
• Experience in using EMIS clinical software.
• NHS or recent practice experience.

Knowledge and Skills

Essential

• Excellent leadership skills.
• Ability to work within a management team.
• Ability to deal with external organisations at supervisory level.
• Knowledge and skills of line management including being involved in recruitment, staff training and being able to motivate a team.
• Ability to understand and learn new software and administrative procedures.
• IT literate, including experience in using Word and Excel at intermediate level, proficient at using email and the internet.
• Ability to work in a changing environment and work under pressure.
• Good communicator (verbal & written) both upwards and downwards, using a wide range of media I.e. Phone, Email or Face to Face.
• Good standard of education with excellent literacy and numeracy skills.
• Ability to carry out complex administration and record keeping in an office environment.
• Accurate and thorough approach.
• Ability to work autonomously and initiate / self-direct own workload.
• Ability to relate to the interviewing team and exhibits personality to match culture of Practice.

Desirable

• Knowledge of & Ability to assist in complex HR processes such as grievance process, disciplinary, dismissal etc.
• Evidence of organisational and problem solving skills.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).