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 Practice
Manager and Finance 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
Amwell Group Practice is situated in South Islington with
11,900 registered patients. We have a diverse group of patients and a friendly
team. This includes 3 GP Partners, 6 Salaried GPs, Advanced Nurse Practitioner
and a Practice Nurse, Pharmacists, FCP, Reception and Admin, Practice Manager
and various other PCN Roles.
We are a compassionate team working together to deliver high
quality care to our patients. We are actively involved in our Primary Care
Network, the Islington GP Federation and local commissioning structures. The
practice is also heavily involved with both undergraduate and postgraduate
education.
We promote professional development of all team members and
encourage a good life-work balance.
We respect the needs and beliefs of patients and staff
without discrimination, in a supportive and friendly environment. We aim to
create an atmosphere of personalised care and accessibility, and to work in
partnership with patients and other health care professionals.
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 its various functions,
ensuring reception and 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, 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
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 its various functions,
ensuring reception and 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, 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
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
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
Experience
Essential
- Experience of woring with the General Public.
- Experience of working in healthcare
- Administrative duties
- Leading/Managing a team
- Delivering great patient and customer care.
Desirable
- Working in a GP Practice.
- EMIS Trained.
- Docman Skills
Qualifications
Essential
Desirable
- Leadership or Management qualification.
- Educated to A Level or equivalent or higher or relevant experience.
Person Specification
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
Experience
Essential
- Experience of woring with the General Public.
- Experience of working in healthcare
- Administrative duties
- Leading/Managing a team
- Delivering great patient and customer care.
Desirable
- Working in a GP Practice.
- EMIS Trained.
- Docman Skills
Qualifications
Essential
Desirable
- Leadership or Management qualification.
- Educated to A Level or equivalent or higher or relevant experience.
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.