Job summary
Invicta Health are seeking a Reception Manager to join St James Surgery in Dover, Kent.
This is a part time opportunity working 32 hours per week.
Main duties of the job
To provide leadership and direction to the reception team at St James
Surgery, ensuring smooth running of the reception area. Via the leadership of
management of the reception team, this role will ensure that all patients are
assisted to access the appropriate service or healthcare professional in a
courteous, efficient, and effective way. The role will manage the appointment
system to ensure that appointments are utilised effectively, to minimise
waiting times and the appropriate clinicians is seen.
To work as part of the
reception team as required.
About us
Invicta Health are a non-profit company, with a passion for primary care. We have a wide range of services such as GP surgeries, services in Urgent Care Centres, a Community Primary Care mental health service, GP staff training service and the list is growing all the time.
We are formed by a federation of General Practitioners working in Canterbury and South Kent Coast areas of East Kent.
Our aim is to provide local, high quality services for local people by collaborating with other established organisations in the health and social care community.
What perks can we offer you?
- NHS Pension
- Learning and Development opportunities
- Progression opportunities
- Agenda for change annual leave entitlement
- Incremental pay progression
- Flexible working
- Approved blue light card provider
- Salary Sacrifice Schemes
- Employee Assitance Programme
Job description
Job responsibilities
Management
- To
oversee the operation of reception at St James Surgery
- To
develop the reception rotas in a timely manner within agreed budgets
- Work
with the HR team on reception staff recruitment within allocated budgets,
ensuring all HR processes are followed
- Create
induction packs for new staff in association with Practice Manager and HR
- To
mentor, supervise and develop new and existing staff
- To
be responsible for the training of reception staff
- Check
and sign off competencies to undertake duties
- Undertake
staff 1:1, appraisals, and sign off probationary periods with sufficient
evidence
- To
monitor and approve overtime within the agreed baseline budgets
- Ensuring
reception team are working to organisational values and behaviours
- Working
with the HR team and in line with HR policies and procedures, manage and lead
on HR issues within the reception team
Reception
Management
- To
manage the reception function and staff to ensure a smooth-running service for
patients and clinicians alike.
- To
oversee the operation of reception
- To
be responsible for ensuring all reception tasks generated via EMIS are
completed within the working week
- Take
initial responsibility to deal with patient complaints in a sensitive and positive
manner and try to deescalate situations from developing into a complaint.
- To
oversee the receiving, assisting and directing of patients and the public in
accessing the appropriate service or healthcare professional in a friendly,
courteous and efficient way
- Ensuring
that patients are booked into appropriate appointments with appropriate
clinicians
- Ensure
that clinician tasks are acted upon in a timely manner
- Ensure
that reception specific referrals are completed within the appropriate
timescales
- Ensure
scanning, workflow, read coding and tasks are completed within agreed
timescales
- Liaise
and consult with members of the practice team as and when required
- To
oversee the management of stock control of registration forms ensuring stock
levels always remain at appropriate level
- To
arrange administrative assistance as required from time to time, such as
filing, photocopying, scanning and general admin
- To
ensure the reception area, noticeboards and leaflet dispensers are kept tidy
and free from obstructions and clutter
- To
ensure the participation of reception staff in required training
Appointments
- Process
appointment requests for today future appointments from patients by telephone
and in person
- Entering
requests for home visits on the computer, noting time call received and all
relevant patient details
- To
oversee the supervision of the management of in-person and telephone requests
for appointments, visits and telephone consultations and ensuring callers are
directed to the appropriate healthcare professional.
- Oversee
production of DNA figures
- Handing
completed repeat prescriptions to patient and checking names and address
- Being
polite and courteous at all times
- Answering
patient queries
- Ensuring
up-to-date and relevant patient information literature is made available in the
reception/waiting area
Quality
and Governance
- To
maintain a thorough knowledge of all practice procedures and to regularly
review their efficacy
- To
attend management/clinical meetings as required or send a deputy if unable to
attend
- To
work with Clinical staff in the development of services, ensuring appropriate
protocols / standards and processes are in place to run effective services
- To
develop KPIs and monitoring of Clinical administration tasks to ensure these
are processed in timely manner
- Ensure
regular and active participation at the daily huddles from the reception team.
- In
the absence of senior management to lead huddles
- To
manage CQC compliance for relevant area
- To
oversee the management of the workload and tasks of the reception staff and to
ensure they are aware of, and follow, the processes in place for the booking of
appointments and management of patients.
- To
provide weekly reports to the Practice Manager for all areas of reception which
includes updates on rotas, clinical cover, appointment availability, task
management, docman, scanning, read coding and any areas of concern
- To
provide support to the Practice Manager with Health and Safety lead duties and
responsibilities.
- To
facilitate effective communication between patients, members of the primary
health care team, secondary care and other associated care agencies.
- To
develop, implement and maintain new or amended processes as needed.
Electronic
Administration
To
oversee that reception are:
- Acting
on electronic messages/tasks from doctors and other clinicians.
- Using
the clinical system to book appointments
- Using
the clinical system to set up and maintain appointments
- Using
the clinical system to audit appointments, when required
- Using
the clinical system to check registration details
- Using
the clinical system to check investigation results for patients
- Liaising
with ambulance control for emergency transport
Information
technology
- Have
full understanding of appointment system and be able train and support new and
junior team members.
- Have
a working knowledge of all relevant software and hardware relevant to the
reception team and to train and support members of the team
- Deal
with IT problems in the absence of the Administration Assistant
Telephone
Systems
- Ensure
the reception team:
- Have
working knowledge of telephone system, during and after hours.
- Make
appointments for doctors and other members of the team
- Are
answering patient queries
- Passing
calls to appropriate team members
Registering
patients
- To
have an oversight of number of patients waiting to be processed etc.
- Ensure
completion of correct paperwork and make new registration check appointments
with the Healthcare Assistant
- Pass
paperwork to administration
Information
-
Ensure communication systems are running
smoothly, doctors and reception staff are kept fully informed of changes in
procedures
-
Assist with production and upkeep of Practice
procedures manual
-
Manage paperwork systems including post,
internal and external as appropriate
-
Act as a central source of reception
information
Miscellaneous
-
To ensure the opening up/locking up of
practice premises and maintenance of security in accordance with practice
protocols
Job description
Job responsibilities
Management
- To
oversee the operation of reception at St James Surgery
- To
develop the reception rotas in a timely manner within agreed budgets
- Work
with the HR team on reception staff recruitment within allocated budgets,
ensuring all HR processes are followed
- Create
induction packs for new staff in association with Practice Manager and HR
- To
mentor, supervise and develop new and existing staff
- To
be responsible for the training of reception staff
- Check
and sign off competencies to undertake duties
- Undertake
staff 1:1, appraisals, and sign off probationary periods with sufficient
evidence
- To
monitor and approve overtime within the agreed baseline budgets
- Ensuring
reception team are working to organisational values and behaviours
- Working
with the HR team and in line with HR policies and procedures, manage and lead
on HR issues within the reception team
Reception
Management
- To
manage the reception function and staff to ensure a smooth-running service for
patients and clinicians alike.
- To
oversee the operation of reception
- To
be responsible for ensuring all reception tasks generated via EMIS are
completed within the working week
- Take
initial responsibility to deal with patient complaints in a sensitive and positive
manner and try to deescalate situations from developing into a complaint.
- To
oversee the receiving, assisting and directing of patients and the public in
accessing the appropriate service or healthcare professional in a friendly,
courteous and efficient way
- Ensuring
that patients are booked into appropriate appointments with appropriate
clinicians
- Ensure
that clinician tasks are acted upon in a timely manner
- Ensure
that reception specific referrals are completed within the appropriate
timescales
- Ensure
scanning, workflow, read coding and tasks are completed within agreed
timescales
- Liaise
and consult with members of the practice team as and when required
- To
oversee the management of stock control of registration forms ensuring stock
levels always remain at appropriate level
- To
arrange administrative assistance as required from time to time, such as
filing, photocopying, scanning and general admin
- To
ensure the reception area, noticeboards and leaflet dispensers are kept tidy
and free from obstructions and clutter
- To
ensure the participation of reception staff in required training
Appointments
- Process
appointment requests for today future appointments from patients by telephone
and in person
- Entering
requests for home visits on the computer, noting time call received and all
relevant patient details
- To
oversee the supervision of the management of in-person and telephone requests
for appointments, visits and telephone consultations and ensuring callers are
directed to the appropriate healthcare professional.
- Oversee
production of DNA figures
- Handing
completed repeat prescriptions to patient and checking names and address
- Being
polite and courteous at all times
- Answering
patient queries
- Ensuring
up-to-date and relevant patient information literature is made available in the
reception/waiting area
Quality
and Governance
- To
maintain a thorough knowledge of all practice procedures and to regularly
review their efficacy
- To
attend management/clinical meetings as required or send a deputy if unable to
attend
- To
work with Clinical staff in the development of services, ensuring appropriate
protocols / standards and processes are in place to run effective services
- To
develop KPIs and monitoring of Clinical administration tasks to ensure these
are processed in timely manner
- Ensure
regular and active participation at the daily huddles from the reception team.
- In
the absence of senior management to lead huddles
- To
manage CQC compliance for relevant area
- To
oversee the management of the workload and tasks of the reception staff and to
ensure they are aware of, and follow, the processes in place for the booking of
appointments and management of patients.
- To
provide weekly reports to the Practice Manager for all areas of reception which
includes updates on rotas, clinical cover, appointment availability, task
management, docman, scanning, read coding and any areas of concern
- To
provide support to the Practice Manager with Health and Safety lead duties and
responsibilities.
- To
facilitate effective communication between patients, members of the primary
health care team, secondary care and other associated care agencies.
- To
develop, implement and maintain new or amended processes as needed.
Electronic
Administration
To
oversee that reception are:
- Acting
on electronic messages/tasks from doctors and other clinicians.
- Using
the clinical system to book appointments
- Using
the clinical system to set up and maintain appointments
- Using
the clinical system to audit appointments, when required
- Using
the clinical system to check registration details
- Using
the clinical system to check investigation results for patients
- Liaising
with ambulance control for emergency transport
Information
technology
- Have
full understanding of appointment system and be able train and support new and
junior team members.
- Have
a working knowledge of all relevant software and hardware relevant to the
reception team and to train and support members of the team
- Deal
with IT problems in the absence of the Administration Assistant
Telephone
Systems
- Ensure
the reception team:
- Have
working knowledge of telephone system, during and after hours.
- Make
appointments for doctors and other members of the team
- Are
answering patient queries
- Passing
calls to appropriate team members
Registering
patients
- To
have an oversight of number of patients waiting to be processed etc.
- Ensure
completion of correct paperwork and make new registration check appointments
with the Healthcare Assistant
- Pass
paperwork to administration
Information
-
Ensure communication systems are running
smoothly, doctors and reception staff are kept fully informed of changes in
procedures
-
Assist with production and upkeep of Practice
procedures manual
-
Manage paperwork systems including post,
internal and external as appropriate
-
Act as a central source of reception
information
Miscellaneous
-
To ensure the opening up/locking up of
practice premises and maintenance of security in accordance with practice
protocols
Person Specification
Experience
Essential
- Relevant managerial experience. (Primary care or equivalent) including line management of teams of up to 5.
- Understanding of Primary care IT systems
- Knowledge and understanding of Data Protection regulations
- Knowledge of office management systems and procedures
- Experience of producing rotas and reports
Desirable
- Proven change management skills in a health care setting
- Experience in capacity and service planning within primary care
- Familiarity with IT based management & clinical information systems
Qualifications
Essential
- Level 2 Maths & English
- A level or equivalent
- MS Office proficiency
Desirable
- Degree level or equivalent
Key Skills
Essential
- Proactive approach to problem solving
- Works well within a multi professional team
- Ability to prioritise workload appropriately
- Excellent verbal and written communication skills
- Discretion and confidentiality
- Outstanding attention to detail
- Ability to work independently and demonstrate a high degree of autonomy
Desirable
- Proven leadership skills
- Ability to mediate successfully / resolve conflict situations
Person Specification
Experience
Essential
- Relevant managerial experience. (Primary care or equivalent) including line management of teams of up to 5.
- Understanding of Primary care IT systems
- Knowledge and understanding of Data Protection regulations
- Knowledge of office management systems and procedures
- Experience of producing rotas and reports
Desirable
- Proven change management skills in a health care setting
- Experience in capacity and service planning within primary care
- Familiarity with IT based management & clinical information systems
Qualifications
Essential
- Level 2 Maths & English
- A level or equivalent
- MS Office proficiency
Desirable
- Degree level or equivalent
Key Skills
Essential
- Proactive approach to problem solving
- Works well within a multi professional team
- Ability to prioritise workload appropriately
- Excellent verbal and written communication skills
- Discretion and confidentiality
- Outstanding attention to detail
- Ability to work independently and demonstrate a high degree of autonomy
Desirable
- Proven leadership skills
- Ability to mediate successfully / resolve conflict situations
