Job summary
The successful candidate will hold overall responsibility for the efficient operation of our reception department, which processes around 300 patient contacts each day, so it's essential that you can perform well under pressure and manage your time effectively.
As well as line managing a team of receptionists, you will be required to support with complex patient queries and act as the organisation's Complaints Manager.
In return, you will be provided with regular supervision, training, and professional development opportunities. As an organisation focused on outcomes, we offer flexibility to individual staff members who consistently deliver outstanding results within their department.
Main duties of the job
The main duties of the Reception Manager are:
- Acting as the organisation's Complaints Manager
- Line managing all reception staff
- Supporting a team of remote call handlers
- Supporting with complex patient queries
- Ensuring sufficient cover during periods of staff absence
- Ensuring all work in the reception department is aligned to the organisation's goals as detailed in our 2024-2029 development plan
About us
Founded in 1940, The Practice @ 188 is a caring GP Practice in the heart of Golders Green with more than 10,000 patients and growing.Consistently Good ratings in all fiveareas rated by CQC (the Care Quality Commission) and a 4.1-star Google rating indicate the firm foundations of the practices exceptional organisation and efficiency.
There are excellent transport links and we are a ten minute walk from Golders Green and Brent Cross underground stations (Northern Line).
All clinical and administrative staff are encouraged to develop professionally and there are always opportunities for career development emerging within the practice, and in our wider Primary Care Network.
We have a friendly team philosophy. We respect, listen to and value all members of staff as we understand that everyone has a vital role to play in our organisation.
We are committed to providing safe and effective care to an extremely high quality for our community.
Job description
Job responsibilities
Primary 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 is responsible for:
- Ensuring the overall efficient operation of the reception department
- Line managing all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
- Completing staff reviews and appraisals as required
- Recruiting and inducting new reception staff as required
- Supporting a team of remote call handlers and liaising with their team leaders
- Identifying and delivering team training where required
- Compiling reception staff rotas, ensuring sufficient cover is provided for periods of leave and other staff absences
- Reviewing and updating all administrative and reception policies and procedures as required
- Developing, implementing and embedding efficient office processes and procedures
- Acting as the organisations Complaints Manager, providing initial guidance and advice to patients who wish to verbally complain and processing, investigating, and responding to formal complaints under the direction of the Practice Manager
- Stocktaking and ordering medical and stationary supplies
- Overseeing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
- Acting as building fire marshal, conducting weekly tests of equipment and annual fire drills, ensuring evacuation lists are current and that the visitors log is used appropriately
- Producing and being accountable for monthly datasets
- Ensuring a calm, tidy, and welcoming atmosphere across the practice building
- Organising annual equipment calibration and PAT testing
- Conducting monthly testing of the panic buttons
- Oversee daily fridge and emergency equipment checks
- Manage daily operational issues in conjunction with the Clinical Services Lead, escalating to the Practice Manager where required
Secondary Responsibilities
In addition to the primary responsibilities, the Reception Manager may be requested to:
- Support the management team in the compilation of practice reports and the practice development plan
- Deputise for the practice manager during periods of absence
- Partake in audit as directed by the audit lead
- Coordinate and produce meeting agendas and record the minutes of meetings
- Support the practice manager in the maintenance of the practice website and social media accounts
- Complete opening and closing procedures for the practice building
- Process incoming mail specifically addressed to the Practice Manager
- Champion continuous improvement (CI), encouraging staff to participate and make suggestions for CI initiatives
- Assist with QOF targets
- Ensure the organisation maintains compliance with its NHS contractual obligations
- Actively encourage and promote the use of patient online services
- Gather patient feedback by promoting the completion of Google reviews and the Friends and Family Test
Job description
Job responsibilities
Primary 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 is responsible for:
- Ensuring the overall efficient operation of the reception department
- Line managing all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
- Completing staff reviews and appraisals as required
- Recruiting and inducting new reception staff as required
- Supporting a team of remote call handlers and liaising with their team leaders
- Identifying and delivering team training where required
- Compiling reception staff rotas, ensuring sufficient cover is provided for periods of leave and other staff absences
- Reviewing and updating all administrative and reception policies and procedures as required
- Developing, implementing and embedding efficient office processes and procedures
- Acting as the organisations Complaints Manager, providing initial guidance and advice to patients who wish to verbally complain and processing, investigating, and responding to formal complaints under the direction of the Practice Manager
- Stocktaking and ordering medical and stationary supplies
- Overseeing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
- Acting as building fire marshal, conducting weekly tests of equipment and annual fire drills, ensuring evacuation lists are current and that the visitors log is used appropriately
- Producing and being accountable for monthly datasets
- Ensuring a calm, tidy, and welcoming atmosphere across the practice building
- Organising annual equipment calibration and PAT testing
- Conducting monthly testing of the panic buttons
- Oversee daily fridge and emergency equipment checks
- Manage daily operational issues in conjunction with the Clinical Services Lead, escalating to the Practice Manager where required
Secondary Responsibilities
In addition to the primary responsibilities, the Reception Manager may be requested to:
- Support the management team in the compilation of practice reports and the practice development plan
- Deputise for the practice manager during periods of absence
- Partake in audit as directed by the audit lead
- Coordinate and produce meeting agendas and record the minutes of meetings
- Support the practice manager in the maintenance of the practice website and social media accounts
- Complete opening and closing procedures for the practice building
- Process incoming mail specifically addressed to the Practice Manager
- Champion continuous improvement (CI), encouraging staff to participate and make suggestions for CI initiatives
- Assist with QOF targets
- Ensure the organisation maintains compliance with its NHS contractual obligations
- Actively encourage and promote the use of patient online services
- Gather patient feedback by promoting the completion of Google reviews and the Friends and Family Test
Person Specification
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
- Experience of working in a healthcare setting
- Experience of leading/managing a team
Desirable
- Experience of working in an NHS GP surgery
- Experience of performing appraisals and supporting staff development
Qualifications
Essential
- GCSE English and Maths at Grade C or above (or equivalent)
Desirable
- Educated to A-level/equivalent or higher, with relevant experience
- AMSPAR qualification
- NVQ Level 2 in Health and Social Care
- Leadership and/or management qualification
Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills (generic)
- Clear, polite telephone manner
- Competent in the use of the Microsoft Office suite
- 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
Desirable
- EMIS Web and DOCMAN user skills
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
Person Specification
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
- Experience of working in a healthcare setting
- Experience of leading/managing a team
Desirable
- Experience of working in an NHS GP surgery
- Experience of performing appraisals and supporting staff development
Qualifications
Essential
- GCSE English and Maths at Grade C or above (or equivalent)
Desirable
- Educated to A-level/equivalent or higher, with relevant experience
- AMSPAR qualification
- NVQ Level 2 in Health and Social Care
- Leadership and/or management qualification
Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills (generic)
- Clear, polite telephone manner
- Competent in the use of the Microsoft Office suite
- 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
Desirable
- EMIS Web and DOCMAN user skills
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
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.
