Reception Manager

Job description

Job responsibilities

Job Responsibilities

Oversee the management of our telephone hub and monitor capacity throughout the day ensuring patient calls are being answered in a timely manner.

Oversee the processing of scanned documents in Anima to ensure these are being processed efficiently and accurately

Oversee the processing of Acquired document within SystmOne to ensure these are being processed efficiently

Escalating concerns with capacity management to the management team when necessary.

Reception Appraisals carried out on time and in full on at least an annual basis.(Practice Manager to oversee this process)

Ensure that all reception team members are carrying out their duties efficiently, and with sufficient knowledge and training support.

Management by walkabout, ensuring spot checks are made for quality of service and delivery across both sites.

Work with Lead Roles to ensure reception management cover is maintained at all times the business is open to patient services.

Responsible for arranging weekly reception rotas and day to day cover for absenteeism as required by the Practice Manager

Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Undertake a variety of administrative duties to assist in the smooth running of the practice including the provision of clerical and audit support to clinical staff and other members of the practice team.

Liaise with the Complaints Manager to ensure patient queries are dealt with in accordance with the Practice Complaints Procedure.(Managing complaints in the absence of the Complaints Manager)

To work with the Practice Manager on planning, delegation and implementation of new staff induction and staff training.

To deal with first line staff issues. Liaise with the Practice Manager for items that need escalation.

Oversee the processing of scanned documents in Anima to ensure these are being processed efficiently and accurately

Oversee the processing of Acquired document within SystmOne to ensure these are being processed efficiently

Additional Duties

Dealing with early morning connecting problems with TPP system One , in the absence of the Practice and IT Manager

Overseeing opening up/locking-up of practice premises and maintaining security in accordance with practice protocols

Oversee the use of rooms by outside agencies and locum doctors.

Oversee the registering of patients to the Practice, ensuring identification procedures are adhered to and providing new patients with assistance in the registration process and the issuing of Practice Welcome Pack and prescribing information.

Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional

Oversee the processing and distributing incoming (and outgoing) mail. Ensuring out-going mail is dealt with on a day to day basis.

Taking messages and passing on information

Filing and retrieving paperwork

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

Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers

Active member of the Management Team

The above list of responsibilities and duties is not exhaustive and may be subject to change as deemed necessary.

Confidentiality

In the course of seeking treatment, patients entrust us with, or allow us to gather sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately

In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:

Using personal security systems within the workplace according to practice guidelines

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks

Making effective use of training to update knowledge and skills

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards

Reporting potential risks identified.

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation

Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues

Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development

Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality

The post-holder will strive to maintain quality within the practice, and will:

Alert other team members to issues of quality and risk

Assess own performance and take accountability for own actions, either directly or under supervision

Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance

Work effectively with individuals in other agencies to meet patients needs

Effectively manage own time, workload and resources.

Communication

The post-holder should recognise the importance of effective communication within the team and will strive to:

Communicate effectively with other team members

Communicate effectively with patients and carers

Recognize peoples needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services

The post-holder will:

Apply practice policies, standards and guidance

Discuss with other members of the team how the policies, standards and guidelines will affect own work

Participate in audit where appropriate.

Person Specification

Qualifications

Essential

• GCSE Maths, English and Science Grade C and above
• Qualified to NVQ level 2 in Health and Social Care
• Demonstrable experience or qualifications in MS Office and web-based services
• Capable of dealing with a diverse range of members of the public; previous public sector is essential
• Ability to actively listen, empathise with people and provide personalised support in a non-judgemental way
• Ability to provide a culturally sensitive service supporting people from all backgrounds and communities, respecting
• lifestyles and diversity
• Commitment to reducing health inequalities and proactively working to reach people from diverse communities
• Ability to support people in a way that inspires trust and confidence, motivating others to reach their potential
• Ability to communicate effectively, both verbally and in writing, with people, their families, carers, community groups, partner agencies and stakeholders
• Ability to identify risk and assess / manage risk when working with individuals
• Have a strong awareness and understanding of when it is appropriate or necessary to refer people to other health professionals/agencies, when what the person needs is beyond the scope of the care navigator role e.g. when there is a mental health need requiring a qualified practitioner
• Ability to maintain effective working relationships and to promote collaborative practice with all colleagues
• Ability to demonstrate personal accountability, emotional resilience and work well under pressure
• Ability to organise, plan and prioritise on own initiative, including when under pressure and meeting deadlines
• High level of written and verbal communication skills
• Ability to work flexibly and enthusiastically within a team or on own initiative
• Knowledge of, and ability to work to policies and procedures, including confidentiality, safeguarding, lone working, information governance, and health and safety
• Knowledge of the personalised care approach
• Understanding of the wider determinants of health, including social, economic and environmental factors and their impact on communities, individuals, their families and carers
• Understanding of, and commitment to, equality, diversity and inclusion
• Strong organisational skills, including planning, prioritising, time management and record keeping
• Knowledge of Safeguarding Children and Vulnerable Adults policies and processes
• Ability to recognise and work within limits of competence and seek advice when needed
• Understanding of the needs of older people / adults with disabilities / long term conditions particularly in relation to promoting their independence

Desirable

• Demonstrable commitment to professional and personal development is enrolled in, undertaking or qualified from appropriate training as set out in the core curriculum by the Personalised Care Institute
• Ability to provide motivational coaching to support peoples behaviour change
• Knowledge of how the NHS works, including primary care and PCNs
• Basic knowledge of long-term conditions and the complexities involved: medical, physical, emotional and social

Experience

Essential

• GCSE Maths, English and Science Grade C or above
• Demonstrable experience in MS Office and web-based services
• Experience of working in a GP practice, adult health and social care, learning support or public health / health improvement
• Experience of working within multi- professional team environments
• Experience of data collection and using tools to measure the impact of services

Desirable

• Experience of working in health, social care and other support roles in direct contact with people, families or carers (in a paid or voluntary capacity)
• Experience of supporting people, their families and carers in a related role
• Experience or training in personalised care and support planning
• Experience of working with elderly or vulnerable people, complying with best practice and relevant legislation

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

Southend Coastal Surgeries

Address

99 Tyrone Road

Thorpe Bay

Southend-on-Sea

Essex

SS1 3HD

Employer's website

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