Reception Manager

Job description

Job responsibilities

The role is primarily line managing the practice reception and administration team, carrying out day to day activities.

The post holder will work closely with (and under the direction of) the Practice Manager to provide the continual improvement of standards across a wide range of clinical and administrative activity, as well as providing an element of cover or source of advice in the event of their absence.

The successful candidate must be able to work on their own initiative and have some supervisory experience, along with strong IT skills. You must be organised and confident, have a friendly and approachable manner and can work under pressure.

Previous primary care experience is preferred.

The post holder will:

• Be an experienced supervisor/manager/leader of staff, providing leadership to the reception and administration team.
• Have excellent service, leadership, communication and project management skills.
• Be suitably proficient with IT systems and software applications, preferably in a clinical setting (although training will be provided for the suitable candidate).
• Exhibit safe, professional decision-making and high level of care for patients within the Practice.
• Work collaboratively with the wider Practice team to meet the needs of our diverse range of patients.
• Support the delivery of required policy and procedures.

In order to work at this level full enhanced DBS clearance must be met.

Key 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:

• To provide day-to-day support, leadership, first line management and guidance for the practice reception and administration team, ensuring an efficient and professional manner is maintained and to provide cover to the reception team when needed
• Co-ordinate the clinics on a daily basis ensuring appointments are booked appropriately, oversee the clinical system and identify any flaws in capacity and look for methods to rectify these issues
• Monitor staff attendance, sickness absence and annual leave
• Maintain reception staff rotas ensuring adequate cover
• Ensure all reception and administration duties are completed to the highest standard
• To provide communications between patients, doctors and other staff
• Support the Practice Manager in the recruitment and induction of all new reception and administration staff
• Support the Practice Manager with annual appraisals
• Attend staff meetings and complete minutes
• Support the Practice Manager in the running of elements and/or services within the practice e.g. compliance with CQC, Health and Safety audits etc
• Undertake monthly call and recalls for QOF, patient services and reviews
• Support the practice manager in the reviewing and updating of practice policies and procedures
• Work with the Practice Manager and other members of the practice to identify areas for improvement and assist in change management where appropriate
• Ensure the promotion, monitoring and documentation of performance and quality outcomes targets within the practice (including QOF), and using IT systems and software
• To undertake specific assigned tasks, project support, or development work which may arise during changes to the NHS
• To introduce new policies and procedures in line with current regulations
• Manage and deal with day to day needs, difficulties and requirements of the partners and other clinical staff
• To work closely with reception and clinical staff to ensure adequate cover and the smooth running of the practice, reporting any problems encountered to the relevant person
• To be a point of contact for staff and patient queries and concerns
• The greeting of patients, dealing with their enquiries in a courteous and polite manner
• Dealing with patient complaints relating to front desk/reception services
• Making appointments and booking patients in for surgeries and clinics
• Answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely
• Making appointments: offering and arranging the appointments for doctors, helping to arrange clinics
• Responding to and resolving all local IT issues where appropriate liaising with NHS IT support/or others to resolve hardware and software issues
• Setting up new members of staff in the clinical and other IT systems
• Ensure the effective use of clinical systems, IT programmes and other systems used throughout the practice
• Providing support and ensure training for current and new staff is carried out
• Ensure completion of monthly PPA claims in line with practice guidelines
• Training of staff on practice IT systems as necessary
• To promote Equality and Diversity and Health and Safety

TRAINING AND DEVELOPMENT

• Taking responsibility for own development with relevant evidence-based knowledge and competence in all aspects of the role to meet clinical governance guidelines for Continuing Professional Development (CPD) and a Personal Development Plan (PDP).
• Stay up to date through attendance at any courses and/or study days necessary to ensure that professional development requirements are met, demonstrating skills and activities to others who are undertaking similar work.
• Subject to a performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Work closely with other clinical staff and administrative managers in the setting up and/or improving of practice systems for monitoring/measuring performance against Clinical Governance and Quality Indicator targets
• Work to deliver the NHS contract requirements related to the practice (including the terms of the Quality and Outcomes Framework and locally enhanced services)

GOVERNANCE

• Take part in the maintenance of quality governance systems and processes across the Practice and its activities.
• Utilise the audit cycle as a means of evaluating the quality of the work of self and the team, implementing improvements where required.
• Work with other teams on improving the quality of service and patient care, in response to local and national policies and initiatives as appropriate
• Support and participate in shared learning across the practice and wider organisation
• Manage, review and identify learning from complaints, incidents and near-miss events relating to the practice, team and self.
• Awareness of statutory safeguarding, notification processes and local guidance for children/vulnerable patients, applying relevant policies and legislation to protect them
• Ensure compliance with policies, procedures and guidelines for self and others, by acting or alerting senior management team if the practice appears to contravene policy, or if there are concerns over any aspect of patient care.

CONFIDENTIALITY

• Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times
• Maintain an awareness of the Freedom of Information Act
• 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

HEALTH & SAFETY

• The post-holder will manage their own and others health & safety and infection control as defined in the Practices Health & Safety Policy, the Practice Health & Safety Manual, and the Practices Infection Control Policy and published procedures
• Comply with Practice health and safety policies by following agreed safe working procedures
• Actively reporting of health and safety hazards and infection hazards immediately when recognised
• Keeping work and general areas clean and tidy, and using appropriate infection control procedures to keep work areas hygienic and safe from contamination
• Undertaking periodic infection control training (minimum annually)
• Awareness and compliance with national standards of infection control, hygiene, regulatory / contractual / professional requirements, and good practice guidelines
• Correct personal use of Personal Protective Equipment (PPE) and ensuring correct use of PPE by others, advising on appropriate circumstances for use by clinicians, staff and patients
• Reporting incidents using the organisations Incident Reporting System
• Using personal security systems within the workplace according to Practice guidelines
• Making effective use of training to update knowledge and skills

EQUALITY AND DIVERSITY

The post-holder will support, promote and maintain the Practices Equality & Diversity Policy.

No person whether they are staff, patient or visitor should receive less favourable treatment because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.

The jobholder must comply with all policies and procedures designed to ensure equality of employment and that services are delivered in ways that meet the individual needs of patients and their families.

OTHER DELEGATED DUTIES

This job description is not intended to be exhaustive - it may be changed after consultation with the post holder. The employee shares with the employer the responsibility for review and modification of duties.

Person Specification

Qualifications

Essential

• Educated to GCSE level or equivalent, including Maths and English (C or above).

Desirable

• Hold a relevant management qualification.

Experience

Essential

• Experience of working with the general public.
• Experience of administrative duties.
• Excellent communication skills (written and oral).
• Strong IT skills.
• Effective time management.
• Ability to work on their own and as part of a team.
• Problem solving & analytical skills.
• Clear and respectful telephone style.
• Experience of, and displays, good customer care.
• Ability to maintain confidentiality.

Desirable

• Experience in supervising/managing staff.
• Experience of working in a health care setting.
• Experience of working in General Practice.

Physical Requirements

Essential

• Commit to a DBS Check.

Desirable

• UK Driving Licence.

Personal Attributes

Essential

• Ability to work flexibly to meet Practice demands.
• Sensitive and shows empathy in difficult situations.
• Ability to communicate effectively with colleagues, patients, relatives, nurses, other staff and agencies.
• Caring attitude to patients.
• Must value and appreciate the worth of others.
• A recognition of the importance of showing respect, dignity and compassion to patients and colleagues.
• Progressive, forward-thinking attitude.
• Commitment to continuing education and professional development.

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

Henley-in-Arden Medical Centre

Address

Prince Harry Road

Henley-in-arden

B95 5GD

Employer's website

https://www.henley-in-ardenmedcntr.co.uk/ (Opens in a new tab)