Reception Manager

Job description

Job responsibilities

The successful postholder will be responsible for over-seeing and managing all aspects of the Reception and waiting room areas. This will include the following responsibilities:

· To regularly assess, evaluate and implement systems within the Reception area

· To co-ordinate reception team rotas, ensuring cover is in place at all times.

· To provide reception cover as necessary both face to face and on the phone.

· To be the first point of contact for patient complaints and concerns and to provide support to the team in dealing with challenging patients.

· To co-ordinate staff to ensure all tasks are completed on a daily basis to include, but not limited to, all workflows and face-to-face queries.

· To ensure the morning and evening staff checklists  and set practice protocols are adhered to by the staff.

· To ensure the reception handbook is always up-to-date and adhered to by all staff.

· To ensure that staff work within confidentiality guidelines, paying particular attention to the Data Protect Act, Caldicott Principles, and the NHS Code of Practice.

· To work independently and part of the team and with confidence.

· To respond and prioritise immediate requests from patients, clinical staff and other outside agencies. In particular to liaise closely with the Medical Assistant team.

· To develop, implement and embed efficient reception processes and procedures to adhere to extant legislation. Ensure the reception team are up to date with any new guidelines or protocols.

· To attend Clinical Meetings and organise and chair regular Reception meetings.

· To co-ordinate new staff induction/training and ensure completed in accordance with the practice policy.

· To act as a role model to reception staff, supporting, motivating and promoting good staff relations.

· To ensure the reception team have a clear understanding of work objectives and work with commitment. To provide the team with regular feedback on their performance levels.

· To undertake annual appraisals for the reception staff with the Practice Manager

· To address any poor performance with staff member concerned and liaise with the Practice Manager to plan remedial actions.

· Ensure staff complete all necessary mandatory training as well as organising other training needs.

· Monitor and highlight workforce planning issues, liaising with Practice Manager concerning staffing and organisation of work, suggest improvement where appropriate.

· Conduct return to work interviews with staff returning from sickness absence in timely manner, document the meeting and record in staff member’s individual file. Ensure correct reporting procedures are followed by staff.

· Undertake auditing of reception work, highlight issues and look for solutions.

See attached job description for a full list of responsibilities

Person Specification

Qualifications

Essential

• Good level of education - GCSE or equivalent. Grade 5 or above (or equivalent) in English and Maths
• Knowledge of medical terminology

Desirable

• NVQ Level 2 in Business Administration/Customer Care or acquired equivalent experience
• AMSPAR Diploma Level 2 in Medical Administration

Experience

Essential

• Proven experience in Reception role (minimum 2 years).
• Effective Team Player.
• Excellent time management skills and the ability to prioritise work.
• Proven experience of leading and managing a team successfully (minimum 1 year).
• Experience of working in a busy environment, adhering to deadlines and managing prioritises with minimal supervision.
• Strong organisational skills with the ability to multi-task.
• Excellent Interpersonal skills.
• Strong written and verbal communication.
• Good problem solving skills.
• Experience of creating new processes and developing new ways of working.
• Experience in handling challenging patients.
• Demonstrate leadership qualities.
• Knowledge and use of Microsoft Office suite.
• Experience of Emis Web or equivalent clinical system.

Personal Qualities

Essential

• Ability to articulate ideas and suggestions confidently.
• Ability to stay calm under pressure.
• Flexible approach to work and working times.
• Strong attention to detail and accuracy.
• Self-motivated, confident and trustworthy.
• Willingness to learn and develop new skills.
• Possess a positive can-do attitude.
• Possess a friendly, sympathetic and reassuring manner when dealing with people.
• Ability to gain respect by example and leadership.
• Able to think on their feet and apply common sense.

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

Thurleigh Road Practice

Address

88A Thurleigh Road

Balham

London

SW12 8TT

Employer's website

https://www.thurleighroadpractice.nhs.uk/ (Opens in a new tab)