About this role
Job summary
We are looking for an organised, approachable and confident Reception Manager to lead our reception team at Kenmore Medical Centre. This is a busy, varied role at the heart of the practice. You will help ensure patients receive a professional, compassionate and efficient service while supporting colleagues to work well together.
You will take responsibility for the day-to-day running of reception, including staff rotas, training, supervision, patient enquiries, service standards and operational problem-solving. You will work closely with the Assistant Practice Manager and wider clinical and administrative teams to support safe patient access and continually improve how we work.
We are looking for someone with experience of supervising or managing a customer-facing team, excellent communication skills, sound judgement and the ability to remain calm under pressure. Experience in general practice, EMIS Web and NHS processes would be advantageous, but strong leadership and transferable operational skills are equally important.
The post is 37.5 hours per week. Flexibility may occasionally be required to support early starts, late finishes, extended hours and absence cover, with arrangements agreed in accordance with the contract and practice policy.
Main duties of the job
Responsible for the day to day supervision and management of all reception staff and associated functions including the repeat prescribing and the clinical system, ensuring all functions are carried out in accordance with agreed procedures, protocols and time-scales, reporting to the Assistant Practice Manager as necessary.
About us
We are a friendly, forward thinking practice.
12,000 patients.
3 partners, 8 Salaried GPs and 2 Nurse Clinicians.
Experienced nursing team including Health Care Assistant and a Phlebotomist.
Stable administrative team.
High QOF achievers
CQC rating is good.
EMIS Web.
Paperlite and Docman
Job description Job responsibilities
Appointments
Have a full understanding of the appointment system
Continually assess and evaluate systems recommending changes and improvements to the Assistant Practice Manager as appropriate.
Make appointments for patients to see Doctor, Nurse and other clinical staff associated with the practice
Train, supervise, educate & performance manage reception staff in the use of the appointments system
Be involved in the organisation of flu clinics & co-ordinate staffing
Patient Services
Deal with more complex enquiries from patients.
Deal with general telephone enquiries from patients and general public.
Process Patient Access requests.
Process GP2GP data
Record requests for house calls.
Process urgent requests for repeat prescriptions.
Register new patients, including temporary patients.
Process Change of Address and advice patients when they have moved outside the practice boundary.
Record messages for Doctor, Nurse and Administrative staff.
Lead on collection of Friends & Family and Google Reviews.
Deal with Patient facing Messages that are doctor or reception related
To cover in Reception when necessary this may be out of your normal hours of work.
Be open to change as the needs of the practice change according to patient need and/or legislation.
Patient experience, complaints and communication
Handle complex or sensitive enquiries professionally, empathetically and within agreed authority.
De-escalate challenging situations and support staff affected by unacceptable behaviour, following the practices incident and escalation procedures.
Identify, record and escalate complaints, significant events, safeguarding concerns and patient safety issues in accordance with policy.
Support patient feedback processes, including Friends and Family Test arrangements where applicable, and identify improvements arising from feedback.
Ensure accessible communication, reasonable adjustments and equitable treatment for patients and carers.
Systems, quality and governance
Support effective use of EMIS Web, telephone systems, patient online services, document workflows and other practice systems; assist with staff training and escalation of faults.
Keep reception procedures, desk guidance, patient notices and operational instructions accurate and up to date in conjunction with management.
Maintain confidentiality and comply with UK GDPR, Data Protection Act 2018, NHS information governance requirements and local policies.
Support safe identity verification, appropriate access to patient information and secure handling of documents and messages.
Monitor workflow quality, identify recurring issues and recommend practical improvements, including use of available service data.
Contribute to audit, quality improvement, incident learning and implementation of agreed changes.
Employed Staff
To be responsible for the daily supervision of Reception and of the Receptionists
Provide induction and training of all new staff to agreed standards.
Provide regular review & training of all staff as necessary, including annual appraisals.
Ensure adequate staffing levels, approving annual and other leave in line with agreed policies.
Document reception overtime details and give to Practice Manager on a monthly basis.
Monitor adherence to Practice regulations and standards with regard to staff conduct, appearance and patient relations.
Nurture a happy & confident reception team.
Information
Ensure communication systems are running smoothly and that doctors, nurses & reception staff are kept fully informed of changes in procedures.
Work with the Assistant Practice Manager in the production and upkeep of the Practice Procedures Manual
Manage paperwork systems including post (including franking post and taking to the post box), internal and external
Act as a central source of information
Building
To be confident to both open up the building and securely lock up the building, including knowledge of the intruder alarm.
Have a clear understanding of telephone systems, daytime, out of hours and changing the message as appropriate.
Advise Assistant Practice Manager of maintenance needs as appropriate.
Understand the security systems
Ensure the waiting room is kept tidy, including notice boards and ensuring leaflets are stocked.
Ensure the reception area is kept safe, secure & tidy.
Ensure all reception policies & signs are up to date.
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.
Breach of confidentiality will be considered as gross misconduct & could be subject to instant dismissal.
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 including all specified mandatory training.
Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
To participate in annual appraisal review in accordance with Practice Policy.
Attendance and Reception lead at the PLT sessions.
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 recognize 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
Experience Essential
Experience of working in a busy customer-facing service; resolving difficult enquiries
Desirable
General practice/NHS reception management; staff appraisal; coordinating rotas and workloads
Leadership & Communication Essential
Ability to motivate, coach and support staff, set standards and address performance issues fairly. Excellent written and verbal communication; empathy, discretion, confident conflict resolution and accurate record keeping.
Desirable
Experience implementing service improvements Experience handling formal complaints.
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 Kenmore Medical Centre
Address 60-62 Alderley Road
Wilmslow
Cheshire
SK9 1PA
United Kingdom
Employer's website https://www.kenmoremedicalcentre.co.uk/ (Opens in a new tab)