Reception Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Job summary

An opportunity has arisen for an individual with excellent communication and customer care skills wishing to work in a well-established, friendly and supportive practice.

We are looking for an enthusiastic and motivated candidate to join our team working 25 hours per week (negotiable). General Practice experience is preferable but not essential.

Main duties of the job

The post holder will be responsible for the day to day supervision and management of the reception team, ensuring practice standards for patient facing and administrative tasks are completed to accepted practice standards.

They will work collaboratively with the general practice team; GP partners, Practice Manager, Deputy Practice Manager and Nurse Manager to meet the needs of the patients, ensuring that practice policies and procedures are followed and ensuring compliance with CQC Essential Standards of Care.

They will look after the health & safety and wellbeing of reception staff as well as any patients in the waiting room and reception areas.

Whilst the post will have set hours, we will require the successful candidate to be flexible to the changing needs of the reception team and provide cover during periods of annual leave and sickness.

About us

We pride ourselves on providing patient centred care, in a happy working environment, with excellent teamwork throughout the practice.

Job description

Job responsibilities

Staff Management

1. Oversee the reception team in line with practice HR policies, protocols and service standards.

2. Manage and record holiday absences for all reception staff and organise appropriate holiday cover for staff.

3. Authorise and arrange staff overtime to meet gaps in staff rotas and agreed increases in activity/workload.

4. Undertake annual appraisals with staff to review their development objectives, performance and any other work-based issues.

5. Identify, organise and deliver training identified from staff personal development objectives.

6. Monitor reception staff sickness in accordance with the practice sickness policy and provide timely records to the Practice Manager.

7. To oversee the accuracy of records for staff holiday, overtime, sickness and other leave and update on the HR platform.

8. Manage staffing levels within the agreed budgets.

9. Interview and appoint new reception staff members when appropriate, support to be provided by the Deputy Practice Manager and/or Practice Manager where appropriate.

10. To co-ordinate the induction and training of reception staff.

11. Organise and host regular meetings with reception team. The post holder will prepare agendas and distribute minutes/action points from these meetings.

12. Attend weekly practice meetings and bi-weekly management meetings.

Reception Team

13. Co-ordinate reception duties and weekly staff rotas to ensure the provision of a safe, effective service, stepping in to cover when required.

14. To ensure that existing reception and administrative systems are functioning efficiently and monitor these systems and make suggestions for improvement

15. To provide support and guidance to the reception team, other practice staff and visitors on patient service issues.

16. Oversee that all reception workflows are kept up to date and processed correctly and in a timely manner.

17. Ensure that the registration processes for new patients (including the provision of appropriate information to patients) are followed and to review and make suggestions for changes to this system.

18. Liaise with external services for room booking within the surgery, managing and updating the room rota diary.

19. Ensuring all reception staff work to agreed procedures and perform their role effectively.

20. Listening and responding to issues raised by the team

21. Ensure that the reception work space is tidy, stationary and forms are up to date and well sources, equipment is in working order and displayed information is up to date.

Patient Services

22. Co-ordinate session planning, building appointment sessions and setting up GP and ANP sessions on SystmOne to ensure the provision of a safe, effective service.

23. Co-ordinate GP and ANP leave, highlighting gaps in provision and source locum support in liaison with Practice Manager.

24. To adopt a strategic approach to the development and management of patient services

25. To disseminate information to the whole practice team in relation to patient services including appointment availability and any agreed system changes.

26. Ensure patient satisfaction is maintained at every opportunity and to provide opportunities for regular feedback including the implementation of patient surveys. Ensure staff are trained to deliver excellent customer service and this is managed with regular training and monitoring.

27. To be the first point of contact for informal complaints received directly from the patient, ensuring the Practice Manager is briefed. To deal with complaints in accordance with the Practice Complaints Procedure in the absence of the Deputy Practice Manager and Practice Manager.

28. To cascade upwards, without delay, any unresolved informal complaints or complaints which require formal documentation and investigation.

29. To ensure notice boards in the waiting areas are kept up to date and that a regular rotation of appropriate displays take place during the year.

Information

30. Ensure communication systems are running smoothly between the reception team and the rest of the practice staff.

31. Responsibility for ensuring the Reception Team Manual is up to date.

32. Act as a central source of information for your team.

33. Continually assess and evaluate systems recommending changes and improvements to the PM and DPM as appropriate.

Information Technology

34. Lead on ICT for Reception, ensuring issues with telephones, PCs and printers, are raised with the appropriate support team (e.g. S1, Healthcare computing) and followed up, or escalated if required.

35. Fulfil the role of smartcard administrator, supporting staff card unlocks and password changes.

36. Have a full understanding of the practice appointment system

37. Have a clear understanding of the practice telephone system

Financial Responsibilities

38. To oversee the financial probity of private patient fees received in reception, recording receipts for monies received daily.

39. Support Management with surgery financial reconciliation, managing the petty cash.

40. Organise purchase of refreshments for the surgery.

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, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures. This will include:

41. Fulfil the role of Fire Marshall including responsibility for carrying out monthly planned fire alarm testing and ad-hoc unplanned fire drills.

42. Ensure that safe working practices are followed in respect of COSHH and other Risk Assessment control measures. Follow Health & Safety policies and guidelines, reporting incidents using appropriate reporting systems.

43. Monitor work areas and practices to ensure they are safe and free from hazards and carry out periodic inspections to ensure buildings are safe and well maintained, providing a written report and liaise with Practice Manager to resolve problems.

44. Liaise with staff to ensure any required assessments are made (e.g. Display Screen Equipment, Eyesight Tests for Computer use, Occupation Health assessments) and any required actions are carried out or reasonable adjustments are made (e.g. for disabled staff).

45. Employees must comply with the provisions of The Health and Safety at Work Act 1974 and must take reasonable care for the health and safety of themselves and of other persons who may be affected by their acts of omissions whilst at work. Employees are also required to cooperate with their employer to enable them to perform or comply with any statutory provisions. The Practices efforts to promote a safe and healthy working environment can only succeed with the full cooperation of its employees.

Confidentiality

46. 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.

47. 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.

48. 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.

Equality and Diversity

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

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

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

2. 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:

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

4. 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:

5. Alert other team members to issues of quality and risk.

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

7. 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.

8. Work effectively with individuals in other agencies to meet patients needs.

9. Effectively manage own time, workload and resources.

Communication

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

10. Communicate effectively with other team members.

11. Communicate effectively with patients and carers.

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

Job description
Job responsibilities

Staff Management

1. Oversee the reception team in line with practice HR policies, protocols and service standards.

2. Manage and record holiday absences for all reception staff and organise appropriate holiday cover for staff.

3. Authorise and arrange staff overtime to meet gaps in staff rotas and agreed increases in activity/workload.

4. Undertake annual appraisals with staff to review their development objectives, performance and any other work-based issues.

5. Identify, organise and deliver training identified from staff personal development objectives.

6. Monitor reception staff sickness in accordance with the practice sickness policy and provide timely records to the Practice Manager.

7. To oversee the accuracy of records for staff holiday, overtime, sickness and other leave and update on the HR platform.

8. Manage staffing levels within the agreed budgets.

9. Interview and appoint new reception staff members when appropriate, support to be provided by the Deputy Practice Manager and/or Practice Manager where appropriate.

10. To co-ordinate the induction and training of reception staff.

11. Organise and host regular meetings with reception team. The post holder will prepare agendas and distribute minutes/action points from these meetings.

12. Attend weekly practice meetings and bi-weekly management meetings.

Reception Team

13. Co-ordinate reception duties and weekly staff rotas to ensure the provision of a safe, effective service, stepping in to cover when required.

14. To ensure that existing reception and administrative systems are functioning efficiently and monitor these systems and make suggestions for improvement

15. To provide support and guidance to the reception team, other practice staff and visitors on patient service issues.

16. Oversee that all reception workflows are kept up to date and processed correctly and in a timely manner.

17. Ensure that the registration processes for new patients (including the provision of appropriate information to patients) are followed and to review and make suggestions for changes to this system.

18. Liaise with external services for room booking within the surgery, managing and updating the room rota diary.

19. Ensuring all reception staff work to agreed procedures and perform their role effectively.

20. Listening and responding to issues raised by the team

21. Ensure that the reception work space is tidy, stationary and forms are up to date and well sources, equipment is in working order and displayed information is up to date.

Patient Services

22. Co-ordinate session planning, building appointment sessions and setting up GP and ANP sessions on SystmOne to ensure the provision of a safe, effective service.

23. Co-ordinate GP and ANP leave, highlighting gaps in provision and source locum support in liaison with Practice Manager.

24. To adopt a strategic approach to the development and management of patient services

25. To disseminate information to the whole practice team in relation to patient services including appointment availability and any agreed system changes.

26. Ensure patient satisfaction is maintained at every opportunity and to provide opportunities for regular feedback including the implementation of patient surveys. Ensure staff are trained to deliver excellent customer service and this is managed with regular training and monitoring.

27. To be the first point of contact for informal complaints received directly from the patient, ensuring the Practice Manager is briefed. To deal with complaints in accordance with the Practice Complaints Procedure in the absence of the Deputy Practice Manager and Practice Manager.

28. To cascade upwards, without delay, any unresolved informal complaints or complaints which require formal documentation and investigation.

29. To ensure notice boards in the waiting areas are kept up to date and that a regular rotation of appropriate displays take place during the year.

Information

30. Ensure communication systems are running smoothly between the reception team and the rest of the practice staff.

31. Responsibility for ensuring the Reception Team Manual is up to date.

32. Act as a central source of information for your team.

33. Continually assess and evaluate systems recommending changes and improvements to the PM and DPM as appropriate.

Information Technology

34. Lead on ICT for Reception, ensuring issues with telephones, PCs and printers, are raised with the appropriate support team (e.g. S1, Healthcare computing) and followed up, or escalated if required.

35. Fulfil the role of smartcard administrator, supporting staff card unlocks and password changes.

36. Have a full understanding of the practice appointment system

37. Have a clear understanding of the practice telephone system

Financial Responsibilities

38. To oversee the financial probity of private patient fees received in reception, recording receipts for monies received daily.

39. Support Management with surgery financial reconciliation, managing the petty cash.

40. Organise purchase of refreshments for the surgery.

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, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures. This will include:

41. Fulfil the role of Fire Marshall including responsibility for carrying out monthly planned fire alarm testing and ad-hoc unplanned fire drills.

42. Ensure that safe working practices are followed in respect of COSHH and other Risk Assessment control measures. Follow Health & Safety policies and guidelines, reporting incidents using appropriate reporting systems.

43. Monitor work areas and practices to ensure they are safe and free from hazards and carry out periodic inspections to ensure buildings are safe and well maintained, providing a written report and liaise with Practice Manager to resolve problems.

44. Liaise with staff to ensure any required assessments are made (e.g. Display Screen Equipment, Eyesight Tests for Computer use, Occupation Health assessments) and any required actions are carried out or reasonable adjustments are made (e.g. for disabled staff).

45. Employees must comply with the provisions of The Health and Safety at Work Act 1974 and must take reasonable care for the health and safety of themselves and of other persons who may be affected by their acts of omissions whilst at work. Employees are also required to cooperate with their employer to enable them to perform or comply with any statutory provisions. The Practices efforts to promote a safe and healthy working environment can only succeed with the full cooperation of its employees.

Confidentiality

46. 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.

47. 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.

48. 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.

Equality and Diversity

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

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

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

2. 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:

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

4. 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:

5. Alert other team members to issues of quality and risk.

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

7. 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.

8. Work effectively with individuals in other agencies to meet patients needs.

9. Effectively manage own time, workload and resources.

Communication

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

10. Communicate effectively with other team members.

11. Communicate effectively with patients and carers.

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

Person Specification

Personal Qualities

Essential

• Polite and confident
• Flexible and cooperative
• Motivated
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations

Experience

Essential

• Experience of working with the general public
• Experience of leading on customer care/patient care
• Experience of reception/administrative duties
• Experience of GDPR and confidentiality

Desirable

• Experience of working in a healthcare setting
• Experience of developing and mentoring staff

Skills

Essential

• Excellent communication skills
• Line management skills
• Strong IT skills
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Clinical/Patient system user skills (desirable SystmOne)
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure

Qualifications

Essential

• Educated to GCSE level or equivalent
• GCSE Maths & English (C or above)

Desirable

• Customer Service Qualification
• Leadership & Management Qualification

Person Specification
Personal Qualities

Essential

• Polite and confident
• Flexible and cooperative
• Motivated
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations

Experience

Essential

• Experience of working with the general public
• Experience of leading on customer care/patient care
• Experience of reception/administrative duties
• Experience of GDPR and confidentiality

Desirable

• Experience of working in a healthcare setting
• Experience of developing and mentoring staff

Skills

Essential

• Excellent communication skills
• Line management skills
• Strong IT skills
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Clinical/Patient system user skills (desirable SystmOne)
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure

Qualifications

Essential

• Educated to GCSE level or equivalent
• GCSE Maths & English (C or above)

Desirable

• Customer Service Qualification
• Leadership & Management Qualification

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

Rosemary Medical Centre
Address

2 Rosemary Gardens

Poole

Dorset

BH12 3HF

Employer's website