Patient Services & Reception Manager

Job description

Job responsibilities

The following list is the core responsibilities of the Patient Services & Reception Manager.

There may be on occasion, a requirement to carry out other tasks, this will be dependant upon factors such as workload and staffing levels.

The Patient Services & Reception Manager is responsible for supervising and supporting the Reception Team, ensuring they achieve their primary responsibilities.

Ensure adequate staffing levels: organise Holiday/Sick rotas in line with agreed policy liaising with Practice Co-ordinating Lead & Practice Manager.

Continually assess and evaluate systems, provide support and coaching to staff and recommend changes and improvements to the Practice Co-ordinating Lead & Practice Manager as appropriate.

Computer data entry/data allocation and collation; processing and recording information in accordance with practices procedures.

Ensure all new reception staff receive induction training.

Line manager responsibilities for the reception team (absence, conduct, performance) with the support of the Practice Manager.

Support the Practice Co-ordinating Lead & Practice Manager with patient related matters.

Apply practice policies, standards and guidance.

Oversee the alteration/cancellation of clinic sessions and make alternative arrangements in an emergency.

Oversee and delegate daily tasks.

Maintaining and monitoring the practice appointment system.

Process person, telephone and e-requests for appointments.

Answer incoming phone calls, transferring calls or dealing with the callers request appropriately.

Signpost patients to the correct service.

Initiating contact with and responding to, requests from patients, team members and external agencies.

Data entry of new and temporary registrations and relevant patient information as required.

Input data into the patient's healthcare records as necessary.

Manage all queries as necessary in an efficient manner.

Maintain a clean, tidy, effective working area daily.

Monitor and maintain the reception area and notice boards.

Support all clinical staff with general tasks as requested.

Identify and provide team training where required and support reception staff development, providing guidance and direction, ensuring staff are up to date with mandatory training.

1:1 meetings with Reception staff to ensure any issues are resolved efficiently and any staff concerns escalated to the appropriate members of the Management Team.

Allocating home visit requests

Partake in audits as directed by the Practice Co-ordinating Lead & Practice Manager

Providing reception staff to support administrative staff during periods of staff absence.

Support the Practice Co-ordinating Lead & Practice Manager with ad-hoc administrative matters.

Carry out system searches alongside the Practice Co-ordinating Lead.

Assist the Practice Co-ordinating Lead with QOF Framework, invites and other associated QOF tasks.

Assist the Practice Manager & Practice Co-ordinating Lead with CQC protocols and standards to ensure they are upheld.

This list is not exhaustive.

Person Specification

Qualifications

Essential

• GCSE English & Maths - Grade C or above, or equivalent

Experience

Essential

• Experience of working in a high level admin role
• Experience leading/managing a team

Desirable

• Experience leading/managing a team in Primary Care
• Experience working in a healthcare setting

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

Cheylesmore Surgery

Address

51 Quinton Park

Cheylesmore

Coventry

West Midlands

CV3 5PZ

Employer's website

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