Patient Services/ Reception Manager

Job description

Job responsibilities

JOB TITLE: Patient Services/ Reception Manager

HOURS: 37.5 hours per week

SALARY: Dependent on previous experience

LOCATION: Fitzalan Medical Centre and Wick Surgery with the potential in the future of working at the Angmering and Coppice surgeries

RESPONSIBLE TO: Practice Manager

The Practice:

Fitzalan Medical Group is an NHS general medical services (GMS) practice, with a registered patient list of about 17,000 patients. The practice is an independent business owned and operated by a partnership of GP and a Clinical Pharmacist. It has a supporting staff of managers, salaried doctors, nurses, paramedic practitioners, healthcare assistants and clerical staff. In all there are more than 60 members of staff. This important role is the frontline link between patients and clinicians, it is essential to the administrative functions of the practice and the care of patients.

Purpose of the Role:

To provide a caring and efficient frontline link between patients and clinicians on a day to day basis.

The Role:

The role of the Patient Services/ Reception Manager has many parts to it, as outlined below:

Management

• Line management of each member of the reception team including protected 121 and appraisal time.
• Manage the rota for the team, ensuring adequate cover as per agreed standards at all times.
• Participation in the regular line managers meetings, contributing to the week to week decision making and planning for the practice.
• Coach team members and maintain development plans.
• Maintain an annual plan for the reception team priorities and development.
• Ensure policies and processes are reviewed and updated whenever a change is made or as per the defined frequency.

Task management

• Oversight of all reception tasks and associated work, using appropriate systems of accountability within the team to ensure timely completion of all appropriate work.
• Working with and reporting to the lead GP for Same Day care as needed to develop and troubleshoot issues with Patient Access.
• Ensuring completion of all daily, weekly and monthly checklists to support the security and effectiveness of the practice.
• Ensure timely completion or processing of all relevant post and filing each day and week.

Customer Service

• Role-model caring and effective customer service in the practice.
• Prioritise workload for various team members to support the consistent provision of good customer service to all patients.
• Contribute to the cover and coaching for telephone and front desk cover within the team.
• Escalate issues relating to workload or quality to the Practice Manager or relevant lead GP.
• Ensure accurate and clear communication with patients regarding test results.
• Discuss minor concerns or complaints with patients, documenting in line with practice policy and escalating to the Practice Manager as appropriate.

Clinical System

• Monitor and ensure the accurate use of all available appointments on the clinical rotas.
• Be the back-up owner for the monitoring and assigning of unassigned tasks.
• Audit the Same Day appointment lists (assessment and conversation), sharing learning points with the reception and triage teams as appropriate.

This job description should be seen as being indicative of the range of duties to be performed. The post holder may be required to carry out other tasks, as and when required.

The role is covered by a dress code policy and no smoking is permitted within the building or on the practice premises, including the car park.

Person specification:

Computer / IT Literate - All records and tasks are completed using our computer systems. Good working knowledge of IT systems such as Word and Excel are therefore essential. Previous experience of TPP SystmOne (our clinical system), data entry / analysis and keyboard skills are desirable but can also be acquired whilst in post.

Line management experience the reception team play a huge part in representing the practice and individual clinicians to patients. As such it needs to be led with good decision making, care and coaching. A qualification in management is also desirable for the role.

Team Player The practice has a wider variety of roles within its team. It is essential that team members support and assist the whole team in meeting objectives.

Customer Service / Telephonist Proven skills in communicating with demanding and sometimes anxious patients are both essential and desirable. The post holder will be required to be assertive and yet empathetic to their needs and demands.

Solution Centred The post holder will need good problem solving skills and be willing to change priorities at short notice. The NHS protocols and processes are constantly changing and evolving, therefore, the ability to adapt to new guidelines and demands is essential.

Time Management / Organisation abilities there are many deadlines and protocols to adhere to within general practice and the post holder will be required to proactively manage these effectively and efficiently both within the team and individually.

Flexibility the practice is open from 8:00 am in the morning until 8:00 pm at night on two days a week and from 8:00 am 6:30 pm the other three days, Monday to Friday. There are also weekend shifts that will need to be allocated by this manager. The Patient Services/Reception Manager will need to be able to offer flexibility within these hours to suit the needs of the practice.

Confidentiality The NHS operates a Code of Confidentiality which means that staff are not permitted to disclose any information regarding a patient to any other person without the patients express permission.

Person Specification

Experience

Essential

• Experience in a managerial role in a GP practice

Qualifications

Essential

• GCSE grades A to C in English and Maths or equivalent

Desirable

• IT qualifications or
• Management and leadership qualifications

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

Fitzalan Medical Group

Address

Fitzalan Medical Group

Fitzalan Road

Littlehampton

West Sussex

BN17 5JR

Employer's website

https://www.fitzalanmedicalgroup.co.uk/ (Opens in a new tab)