About this role
Job summary
The post-holder is a Reception Manager.
To be responsible for the efficient management and direction of the reception team, ensuring all administrative duties are performed effectively and to the required standard, meeting the objectives of the practice.
As this role will have access to a higher level of confidential data in the course of their employment, there is an expectation that the post holder will always maintain the highest level of confidentiality and integrity.Sensitive information could be from either internal sources, or from external partner organisations.
To support the management team in promoting ED&I, SHEF, quality and continuous improvement, confidentiality, collaborative working, service delivery, and learning and development, and ensure the organisation complies with CQC regulations.
To provide support towards the maximisation of both enhanced services and QOF achievements, reporting to the Partners and Practice Manager.
The post-holder will be an integral part of the general practice team.
Main duties of the job
Responsible for overseeing the day-to-day operation of the reception and administrative functions within the practice, ensuring services are delivered efficiently and effectively. The role includes line management and development of reception staff, rota coordination, maintaining policies and procedures, supporting patient access and complaints handling, and ensuring compliance with confidentiality, safeguarding, health and safety, and mandatory training requirements. The Reception Manager also supports practice performance, including QOF and enhanced services, contributes to clinical governance and practice development, and acts as a key point of contact for external agencies and operational matters.
About us
Job summary
The post-holder is a Reception Supervisor.
To be responsible for the leadership and supervision of a team of receptionists, ensuring all reception duties are performed effectively and to the required standard, meeting the objectives of the organisation.
Main duties of the job
Support reception staff development, providing guidance and direction
Ensure that the reception team action all incoming emails, correspondence, and requests as necessary
Seek to resolve any day-to-day staff issues locally. If not possible, escalate to the managment team for action
Induction and training of receptionists to agreed standards and ongoing review, ensuring staff are up to date with mandatory training
Overview of your organisation
Practice population: 14,000
Semi-rural location
Team: 4 Partners, 4 Salaried GPs, 2 Pharmacists, 1 Paramedic,2 Community Matrons, 5 Practice Nurses, 3 HCA, 20 Admin
Clinical system: EMIS
Training / Teaching practice
CQC Rated Good
High QOF achievement
Active member of our Primary Care Network
Job description Job responsibilities
Primary key responsibilities
The following are the core responsibilities of the Reception Manager in delivering health services. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:
a. Oversee the administration and support operations of the practice, ensuring staff achieve their primary responsibilities
b. Line manage all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
c. Maintain the highest levels of confidentiality due to the nature of the role and with being exposed to a greater level of confidential material and data
d. Support, create and maintain clinical rotas for all types of appointments
e. Complete staff appraisals as required
f. Identify and deliver team training where required
g. Compile reception staff rotas
h. Review and update all reception policies and procedures as required
i. Support the management team in the compilation of practice reports and the practice development plan
j. Develop, implement and embed efficient office processes and procedures to adhere to extant legislation
k. Act as a focal point for the practice, managing requests from external organisations such as the local police, solicitors, DVLA and other agencies
l. Coordinate the provision of temporary reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences
m. Update the appointment system to reflect leave and other approved absences
n. Provide initial guidance and advice to patients who wish to verbally complain, and ensure that the reception team is fully conversant with the complaints procedure
o. Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
p. Act as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately
q. Be instrumental in ensuring that both Enhanced Service and QOF achievements have been maximised
r. Maintain the practice website and waiting area communication channels.
s. Be an integral part of the general practice team
t. Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on Safeguarding Adults and Safeguarding Children
u. Support in the delivery of enhanced services and other service requirements
v. Undertake all mandatory training and induction programmes
w. Contribute to and embrace the spectrum of clinical governance
x. Maintain a clean, tidy, effective working area at all times
y. Attend a formal appraisal with their manager at least every 12 months. Once a performance/training objective has been set, progress will be reviewed on a regular basis so that new objectives can be agreed
Wider responsibilities
In addition to the primary responsibilities, the Reception Manager has the following wider responsibilities:
a. Deputise for the Deputy Practice Manager in their absence
b. Coordinate and produce meeting agendas and record the minutes of meetings
c. Support in the maintenance of the practice social media accounts
d. Monitor and promote the use of the Friends and Family Test
e. Champion continuous improvement, encouraging staff to participate and make suggestions for CI initiatives
f. Coordinate and act as secretary for the Patient Participation Group meetings
g. Participate in any audits as directed
h. Attend and actively participate in practice management meetings
i. Attend any external meetings pertinent to this role
j. Support and participate in shared learning
Person Specification
Qualifications Essential
A good standard of education, with an expectation of having both GCSE Maths and English at Grade C or above, or Functional Skills Level 2 in Maths and English
Desirable
AMSPAR qualification (L3 in Medical Administration) NVQ Level 2 in Health and Social Care Leadership and/or management qualification
Knowledge and skills Essential
Excellent communication skills (written and oral) Competent in the use of MS Office and Outlook Problem solver with the ability to process information accurately and effectively, interpreting data as required Ability to use own initiative, discretion, and sensitivity Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity Ability to work as a team member and autonomously Sensitive and empathetic in distressing situations Experience of performance management, including appraisal writing, staff development and disciplinary procedures Ability to exploit and negotiate opportunities to enhance service delivery Strategic thinker with a solutions-focused approach Effective time management (planning and organising) Good organisational skills Ability to effectively utilise resources Punctual and committed to supporting the team effort High levels of integrity and loyalty Ability to network and build relationships Flexible, cooperative and motivated Confident, assertive and resilient Ability to drive and deliver change effectively Ability to use initiative and judgement Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions Understanding of safeguarding adults and children Proven problem-solving and analytical skills Demonstrate personal accountability, emotional resilience and the ability to work well under pressure Ability to work to key policies and procedures
Desirable
,
Experience Essential
Experience of working with the general public Experience of administrative duties Experience of leading/managing a team Experience of working in a healthcare setting Experience of successfully developing and implementing projects Experience of providing appraisal writing and staff development
Desirable
Experience of health and safety requirements and needs within a small business Experience of chairing meetings, and producing agendas and minutes
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 Saddleworth Medical Practice
Address Saddleworth Medical Practice
Smithy Lane
Uppermill
Oldham
OL3 6AH
United Kingdom
Employer's website https://www.saddleworthmedicalpractice.com/ (Opens in a new tab)