Reception Manager

Job description

Job responsibilities

The Reception Manager is responsible for managing Senior, Deputy, and Reception team members. The following are the core responsibilities of the Reception Manager:

HR Management:

Overseeing reception service ensuring staff achieve their primary responsibilities: confidentiality, customer service, prescribing, care navigation, administration, and integrated recall.

Sickness and performance management of Senior, Deputy, and Reception team members. Conducting return to work interviews / sickness monitoring, performance improvement plans, occupational health (OH) referrals, implementation of OH recommendations and Wellness Action Plans (WAP).

Conduct disciplinary processes in accordance with practice policy contained within the Employee Handbook and HR guidance from MPS, First Practice Management, Practice Index etc.

In conjunction with the Deputy Manager ensure recruiting administration is up to date including advertisements, interview questions, staff contracts, induction pack and the Employee Handbooks etc.

Adhere to contracts of employment and Employee Handbook guidance for all HR and disciplinary processes.

Ensure all reception training manuals are kept up to date including Reception manual, skills matrix, Clarity TeamNet etc.

Customer service & communication:

Function as a leader, role model and focal point for communication.

Motivate and encourage the team, setting excellent standards of communication and best practice when dealing with patients, colleagues, and outside agencies.

Work closely with the Falcon Support Service Team to meet with vulnerable service users prior to registration. Agree a standard behaviour contract and book initial appointments i.e., NHS health check, GP, diabetes specialist etc.

Provide initial guidance and advice to patients who wish to complain.

Respond to written complaints regarding reception services following the practice complaints process.

Encourage patient feedback and participation in the Patient Participation Group (PPG)

Promote internal and external services via positive social media posts; including NHS choices, appointment statistics, telephone calls handled, patient information and health promotions etc.

Staff training & workforce planning

Support the development of staff by means of the following methods: skill matrix, mandatory training, appraisals, protocols and guidelines, personal development plans etc.

Update completed training and attach certificates to individuals Clarity TeamNet training profiles.

Complete annual staff appraisal for the Senior and Deputy and support the reception team appraisal process as required. Ensure the practice development plan is included as an objective in addition to personal development and training plans.

Identify and deliver team training where required.

Oversee the workforce planning schedule and weekly reception rotas compiled by the Senior and Deputy. Ensure sufficient cover is provided for periods of leave and other staff absences.

Policies, protocols & IT:

Review and update reception policies and procedures ensuring they are added to Clarity TeamNet and reviewed biannually.

Support the management team in the compilation of practice reports and the practice development plan.

Develop, implement, and embed efficient reception processes and procedures to adhere to existing legislation.

Troubleshoot reception IT issues. Liaise with, and direct staff to, Leicester Health Informatic Service (LHIS) for further support.

Management of Care Navigation, Integrated Recall, and administration:

Navigate patients to the correct service using the care navigation directory.

In conjunction with the Senior and Deputy, train new and existing team members to be competent in care navigation, integrated recall, and administration as per reception protocol.

Build team confidence in care navigation empowering reception to ask appropriate questions to direct patients to the right service and overcome difficult conversations regarding inappropriate service demands.

Oversee daily appointment bookings and support team members to reschedule incorrectly booked appointments in line with the current protocols.

Liaise with clinical team members and the practice manager regarding new services and ensure the care navigation directory is kept up to date.

Health & Safety:

Complete appropriate training to conduct the following:

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

Report health and safety issues to the Estates department. Keep a record of the job number and chase outstanding work.

Record accidents in the accident book and be trained in first aid and basic life support.

In addition to the primary responsibilities, the reception manager may be requested to:

Partake in audits as directed by the audit lead.

Coordinate and produce meeting agendas and record the minutes of meetings as required.

Support the Practice Manager in the maintenance of the practice website and social media accounts.

Monitor and promote the use of the Friends and Family Test and other patient surveys.

Champion continuous improvement, encouraging staff to participate and make suggestions for CI initiatives.

Schedule and take minutes for the Patient Participation Group Meetings.

Ensure adherence to the cold chain policy regarding deliveries to the practice, as necessary.

There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.

Generic responsibilities:

All staff at Pinfold Medical Practice have a duty to conform to the following:

Equality, Diversity & Inclusion (ED&I)

A good attitude and positive action towards ED&I create an environment where all individuals can achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.

Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, gender, or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued, and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, gender, or sexual orientation. Staff have a responsibility to ensure that you treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire (SHEF)

This practice is committed to supporting and promoting opportunities for staff to maintain their health, well-being, and safety. You have a duty to take reasonable care of health and safety at work for you, your team, and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.

Confidentiality

This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and always maintain confidentiality. It is essential if the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.

Learning and Development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude, and competences to perform their role. All staff will be required to partake and complete mandatory training as well as participating in the practice training programme. Reception training is overseen by the reception manager and delegated to the senior receptionists to organise into the staff rota. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and enable them to improve processes and service delivery.

Collaborative Working

All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.

Full job description available on request

Person Specification

Qualifications

Essential

• GCSE English & Maths grade c and above

Personal Qualities

Essential

• -Polite and confident
• -Flexible and cooperative
• -Motivated
• -Initiative and judgement (knowing when to ask for help)
• -Forward thinker
• -High levels of integrity and loyalty
• -Sensitive and empathetic in distressing situations
• -Ability to work under pressure

Experience

Essential

• -HR Management/ Leadership
• -Experience working with the public
• -IT, MS Office & keyboards skills
• -Effective time management (Planning & Organising)
• -Ability to work as a team member and autonomously
• -Good people skills
• -Problem solving & analytical skills
• -Ability to follow policy and procedure

Desirable

• -Experience of working in a GP practice
• -Knowledge of EMIS web

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

Pinfold Medical Practice

Address

Pinfold Gate

Loughborough

Leicestershire

LE11 1DQ

Employer's website

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