Job summary
Priory Medical Centre are looking to recruit a Reception Manager who will work as part of the reception team while also leading and managing the reception staff. The role includes overseeing the day-to-day running of reception, arranging the reception rota, ensuring adequate cover for annual leave and sickness, and maintaining a high standard of patient service.
The Reception Manager, reporting to the Operations Manager, will oversee a team of 10 receptionists who provide direction, support & assistance to patients when contacting the practice.
The Reception Manager will ensure the smooth running of the reception team, whilst also liaising with senior managers & clinicians.
This role is a varied role with no two days ever the same. The role is ideally suited to someone who is intuitive, forward thinking, able to sort problems out quickly, adaptable & who can embrace technology & change.
Priory Medical Centre is ideally located in the middle of Warwick in purpose built brand new premises with free on site parking. We are a pleasant team to work with and look forward to appointing our new Reception Manager to help drive forward the practice.
Main duties of the job
Job Summary
a- Leadership & Team Management
Provide day-to-day support, leadership, and first-line management for the reception team. Act as the first point of contact for any reception staff concerns, escalating issues as necessary. Lead by example in delivering excellent patient care and service.
b- Reception & Patient Services
Work as part of the reception team, covering the front desk. Ensure all reception tasks are completed efficiently and to a high standard. Manage patient queries and concerns, providing resolution or escalation where necessary. Ensure reception staff communicate effectively with patients, clinicians, and external agenices. Handle patient complaints related to front desk services, in line with practice policies.
c-Rota & Workflow Management
Plan and manage the reception rota to ensure adequate cover. Adjust staffing arrangements as needed to accommodate leave and sickness.
d- Compliance & Policy Implementation
Ensure reception processes comply with practice policies and NHS guidelines. Support the Practice Manager in ensuring compliance with CQC requirements. Participate in Health & Safety audits and other regulatory checks. Ensure staff follow confidentiality and data protection guidelines.
About us
Priory Medical Centre is a well established Warwick GP
Partnership with a list size of approximately 19,000 patients and one branch
surgery. We have 6 GP Partners and a full complement of additional staff
including Salaried GPs, Advanced Nurse Practitioners, Practice Nurses, Health
Care Assistants and administrative support. We are a recognised training
practice for GP Registrars.
In June 2021, the practice moved into a brand new
purpose built surgery designed with patient care in mind. The new building is a modern, energy efficient, fit for purpose building that enables the practice to provide better services to our patients. The new facilities act as the
main surgery, with a branch surgery still available to patients on Woodloes
Park at the following address: 1 Brese Avenue, Woodloes Park, Warwick, CV34
5TS.
Our Vision
To
provide accessible and cohesive patient centred care in a supportive town
centre environment that continually strives to improve
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:
- Overseeing the reception services of the practice, ensuring staff achieve their primary responsibilities
- Line managing all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
- Completing staff appraisals as required
- Identify and deliver team training where required
- Compiling reception staff rotas
- Reviewing and updating all reception procedures as required
- 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 extant legislation
- Maintain an effective appointment system for all services
- Act as a focal point for communication, advising reception and administrative staff on methods of communication and best practice
- Coordinate the provision of temporary reception staff ensuring sufficient cover is provided for periods of leave and other staff absences
- Coordinate all clinical staff rota’s in conjunction with the Operations Manager
- Oversee Doctor’s annual leave process
- Update appointment system to reflect leave and other approved absences
- Provide initial guidance and advice to patients who wish to complain
- Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
- Act as building fire marshall, ensuring evacuation lists are current and that the visitors log is used appropriately
Secondary Responsibilities
In addition to the primary responsibilities, the reception manager may be requested to: Partake in audit as directed by the audit lead
- Partake in audit as directed by the audit lead
- Coordinate and produce meeting agendas and record the minutes of meetings as required
- Participate in the receptionist rota for lunch, out of hours, Extended Hours & Extended Access cover
- Monitor and promote the use of the Friends and Family Test
- Champion continuous improvement, encouraging staff to participate and make suggestions for CI initiatives
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:
- Overseeing the reception services of the practice, ensuring staff achieve their primary responsibilities
- Line managing all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
- Completing staff appraisals as required
- Identify and deliver team training where required
- Compiling reception staff rotas
- Reviewing and updating all reception procedures as required
- 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 extant legislation
- Maintain an effective appointment system for all services
- Act as a focal point for communication, advising reception and administrative staff on methods of communication and best practice
- Coordinate the provision of temporary reception staff ensuring sufficient cover is provided for periods of leave and other staff absences
- Coordinate all clinical staff rota’s in conjunction with the Operations Manager
- Oversee Doctor’s annual leave process
- Update appointment system to reflect leave and other approved absences
- Provide initial guidance and advice to patients who wish to complain
- Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
- Act as building fire marshall, ensuring evacuation lists are current and that the visitors log is used appropriately
Secondary Responsibilities
In addition to the primary responsibilities, the reception manager may be requested to: Partake in audit as directed by the audit lead
- Partake in audit as directed by the audit lead
- Coordinate and produce meeting agendas and record the minutes of meetings as required
- Participate in the receptionist rota for lunch, out of hours, Extended Hours & Extended Access cover
- Monitor and promote the use of the Friends and Family Test
- Champion continuous improvement, encouraging staff to participate and make suggestions for CI initiatives
Person Specification
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
- Experience of working in a health care setting
- Experience of leading / managing a team
- Strong communication skills
- Commitment to patient confidentiality and data protection.
Desirable
- Experience of providing appraisal writing and staff development
- Experience of working in primary care
- Experience of working in a GP practice
- Knowledge of Emis clinical systems
Other Requirements
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintains confidentiality at all times
Qualifications
Essential
- 5 x GCSE's (A-C grade) including English & Maths
Desirable
- Educated to A-Level / equivalent or higher
- AMSPAR qualification
- NVQ Level 2 in Health & Social Care
- Leadership and/or Management qualification
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
- Ability to maintain confidentiality
- Caring attitude to patients
- Commitment to continuing education & CPD
Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills (generic)
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (Planning & Organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving & analytical skills
- Ability to follow policy and procedure
Desirable
- EMIS / Systmone / Vision user skills
Person Specification
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
- Experience of working in a health care setting
- Experience of leading / managing a team
- Strong communication skills
- Commitment to patient confidentiality and data protection.
Desirable
- Experience of providing appraisal writing and staff development
- Experience of working in primary care
- Experience of working in a GP practice
- Knowledge of Emis clinical systems
Other Requirements
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintains confidentiality at all times
Qualifications
Essential
- 5 x GCSE's (A-C grade) including English & Maths
Desirable
- Educated to A-Level / equivalent or higher
- AMSPAR qualification
- NVQ Level 2 in Health & Social Care
- Leadership and/or Management qualification
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
- Ability to maintain confidentiality
- Caring attitude to patients
- Commitment to continuing education & CPD
Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills (generic)
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (Planning & Organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving & analytical skills
- Ability to follow policy and procedure
Desirable
- EMIS / Systmone / Vision user skills
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.
