Job summary
The Reception Manager will provide passionate, creative and efficient leadership of front-line patient services, predominantly through our reception and office team, ensuring all patient services duties are performed effectively and to the required standard, meeting the objectives of the practice.
To support the management team in promoting quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development, and to carry out other duties as directed by the management team.
Main duties of the job
The Reception Manager will be a passionate advocate for excellent patient service, leading the reception team by example. You must be driven by a desire for continuous improvement of the patient experience, instilling that ethic across the team as you work towards a common goal.
The successful candidate will with the support of the Assistant Reception Manager oversee the reception team and its various functions, ensuring reception staff achieve their primary responsibilities efficiently and effectively. But more than that, you will help the clinical and management teams convey relevant surgery information and service updates to our patients through our various communication channels, ensuring that our patients, and our front-line reception team, are kept up-to-date with the healthcare service options available to them.
About us
We have a team of 5 partners, 2 Salaried GP's, 2 Advanced Nurse Practitioners, 1 Practice Nurse, 2 HCA's, as well as GP Trainees. We have a large very supportive non-clinical team and a patient list size of around 13000. We are a large, forward thinking training practice based in the centre of Holmes Chapel.
Our practice has been rated as Good by CQC. We take pride in delivering quality care to our patients and have a strong training and personal development ethos.
We are part of CHOC PCN; we have clinical pharmacists, paramedics, , MHP's, FCP's and Social Prescribers in place and look forward to developing local services further to meet the needs of our patient population.
We are a friendly supportive team who pride ourselves on delivering outstanding patient care. We have regular monthly team meetings, and a voice in the practice. We welcome new ideas that help team to deliver excellent patient care. We are an expanding and growing practice open to change and innovation.
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.
The Reception Manager role is embedded within the reception team and is responsible for:
a. Being a passionate advocate for excellent patient service, leading the reception team by example
b. Overseeing the reception team and office team and its various functions, ensuring reception and office staff achieve their primary responsibilities efficiently and effectively
c. Maintaining excellent communication across the reception team and across the Health Centre
d. Line managing all reception and office staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
e. Providing hands-on support for reception and office team as required
f. Overseeing reception rotas in order to provide effective patient services with the resources available
g. Completing reception and office staff appraisals as required
h. Identifying and delivering team training where required
i. Compiling information on local services to improve signposting options for patients
j. Proactively support management team to help convey relevant surgery information and service updates to patients across our communication channels (SurgeryApp, website, Twitter, etc.)
k. Reviewing and updating all administrative and reception policies and procedures as required
l. Supporting the management team in the compilation of practice reports and the practice development plan
m. Developing, implementing and embedding efficient office processes and procedures to adhere to existing legislation and contractual requirements
n. Coordinating the provision of temporary reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences
o. Overseeing and updating the GP appointment system, including the reflection of leave and other approved absences
p. Providing initial guidance and advice to patients who wish to verbally provide feedback (comments or concerns)
q. Overseeing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
r. Acting as Reception fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately
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.
The Reception Manager role is embedded within the reception team and is responsible for:
a. Being a passionate advocate for excellent patient service, leading the reception team by example
b. Overseeing the reception team and office team and its various functions, ensuring reception and office staff achieve their primary responsibilities efficiently and effectively
c. Maintaining excellent communication across the reception team and across the Health Centre
d. Line managing all reception and office staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
e. Providing hands-on support for reception and office team as required
f. Overseeing reception rotas in order to provide effective patient services with the resources available
g. Completing reception and office staff appraisals as required
h. Identifying and delivering team training where required
i. Compiling information on local services to improve signposting options for patients
j. Proactively support management team to help convey relevant surgery information and service updates to patients across our communication channels (SurgeryApp, website, Twitter, etc.)
k. Reviewing and updating all administrative and reception policies and procedures as required
l. Supporting the management team in the compilation of practice reports and the practice development plan
m. Developing, implementing and embedding efficient office processes and procedures to adhere to existing legislation and contractual requirements
n. Coordinating the provision of temporary reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences
o. Overseeing and updating the GP appointment system, including the reflection of leave and other approved absences
p. Providing initial guidance and advice to patients who wish to verbally provide feedback (comments or concerns)
q. Overseeing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
r. Acting as Reception fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately
Person Specification
Experience
Essential
- Experience of working with the general public
- Experience of working in healthcare/general practice reception
- Experience of administrative duties
- Experience of working in a healthcare setting
- Experience of leading/managing a team
- Experience of deliver great patient/customer care
Desirable
- Experience of working in a GP Practice
Qualifications
Essential
Desirable
- Leadership and or Management qualification
- Educated to A Level equivalent or higher or relevant experience
Knowledge and Skills
Essential
- Excellent communication skills (written and oral)
- Positive engaging leadership style
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- 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
- Polite and confident
- Flexible and cooperative towards service needs
- 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
- Disclosure Barring Service (DBS) check
- Maintain confidentiality at all times
Desirable
Person Specification
Experience
Essential
- Experience of working with the general public
- Experience of working in healthcare/general practice reception
- Experience of administrative duties
- Experience of working in a healthcare setting
- Experience of leading/managing a team
- Experience of deliver great patient/customer care
Desirable
- Experience of working in a GP Practice
Qualifications
Essential
Desirable
- Leadership and or Management qualification
- Educated to A Level equivalent or higher or relevant experience
Knowledge and Skills
Essential
- Excellent communication skills (written and oral)
- Positive engaging leadership style
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- 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
- Polite and confident
- Flexible and cooperative towards service needs
- 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
- Disclosure Barring Service (DBS) check
- Maintain confidentiality at all times
Desirable
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.
