Reception Manager

Job description

Job responsibilities

Staff Management

Oversee the reception team in line with practice HR policies, protocols and service standards.

Manage and record holiday absences for all reception staff and organise appropriate holiday cover for staff.

Authorise and arrange staff overtime to meet gaps in staff rotas and agreed increases in activity/workload.

Undertake annual appraisals with staff to review their development objectives, performance and any other work-based issues.

Identify, organise and deliver training identified from staff personal development objectives.

Monitor reception staff sickness in accordance with the practice sickness policy and provide timely records to the Practice Manager.

To oversee the accuracy of records for staff holiday, overtime, sickness and other leave and update on the HR platform.

Manage staffing levels within the agreed budgets.

Interview and appoint new reception staff members when appropriate, support to be provided by the Deputy Practice Manager and/or Practice Manager where appropriate.

To co-ordinate the induction and training of reception staff.

Organise and host regular meetings with reception team. The post holder will prepare agendas and distribute minutes/action points from these meetings.

Attend weekly practice meetings and bi-weekly management meetings.

Reception Team

Co-ordinate reception duties and weekly staff rotas to ensure the provision of a safe, effective service, stepping in to cover when required.

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

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

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

Ensure that the registration processes for new patients (including the provision of appropriate information to patients) are followed and to review and make suggestions for changes to this system.

Liaise with external services for room booking within the surgery, managing and updating the room rota diary.

Ensuring all reception staff work to agreed procedures and perform their role effectively.

Listening and responding to issues raised by the team

Ensure that the reception work space is tidy, stationary and forms are up to date and well sources, equipment is in working order and displayed information is up to date.

Patient Services

Co-ordinate session planning, building appointment sessions and setting up GP and ANP sessions on SystmOne to ensure the provision of a safe, effective service.

Co-ordinate GP and ANP leave, highlighting gaps in provision and source locum support in liaison with Practice Manager.

To adopt a strategic approach to the development and management of patient services

To disseminate information to the whole practice team in relation to patient services including appointment availability and any agreed system changes.

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.

To be the first point of contact for informal complaints received directly from the patient, ensuring the Practice Manager is briefed. To deal with complaints in accordance with the Practice Complaints Procedure in the absence of the Deputy Practice Manager and Practice Manager.

To cascade upwards, without delay, any unresolved informal complaints or complaints which require formal documentation and investigation.

To ensure notice boards in the waiting areas are kept up to date and that a regular rotation of appropriate displays take place during the year.

Information

Ensure communication systems are running smoothly between the reception team and the rest of the practice staff.

Responsibility for ensuring the Reception Team Manual is up to date.

Act as a central source of information for your team.

Continually assess and evaluate systems recommending changes and improvements to the PM and DPM as appropriate.

Information Technology

Lead on ICT for Reception, ensuring issues with telephones, PCs and printers, are raised with the appropriate support team (e.g. S1, Healthcare computing) and followed up, or escalated if required.Fulfil the role of smartcard administrator, supporting staff card unlocks and password changes.

Have a full understanding of the practice appointment system

Have a clear understanding of the practice telephone system

Financial Responsibilities

To oversee the financial probity of private patient fees received in reception, recording receipts for monies received daily.

Support Management with surgery financial reconciliation, managing the petty cash.

Person Specification

Experience

Essential

• Experience of working with the general public
• Experience of leading on customer care/patient care
• Experience of reception/administrative duties
• Experience of GDPR and confidentiality

Desirable

• Experience of working in a health care setting
• Experience of developing and mentoring staff

Personal Qualities

Essential

• Polite and confident
• Flexible and cooperative
• Motivated
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations

Skills

Essential

• Excellent communication skills (written and oral)
• Line management skills
• Strong IT skills
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Clinical/Patient system user skills (SystmOne)
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure

Qualifications

Essential

• Education to GCSE level or equivalent
• GCSE Mathematics & English (C or above)

Desirable

• Customer Service Qualification
• Leadership & Management Qualifications

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

Rosemary Medical Centre

Address

2 Rosemary Gardens

Poole

Dorset

BH12 3HF

Employer's website

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