About this role
Job summary
The Assistant Reception Manager provides support to the Practice Manager and Assistant Practice Manager and works with the whole team across a range of duties relating to the patient experience. To lead a small reception team and support the Assistant Practice Manager to deliver a outstanding service.
The main purpose of this role is to ensure excellent communication within the Reception Team and to patients, an efficient and organised service provision and support the practice with improvements.
The Practice Reception Manager will lead the Reception Team to deliver a proffessional and helpful service and to provide excellent communication between patients, Doctors and the wider team. The practice Reception Manager will also need toi be responsive to Prqactice Policies, Prioroties and the changing needs of the PRactice and adapt to the owrkload as required.
To act as a role model, demonstrating and promoting the standards expected by the Assistant Practice Manager and creating a energy and enthusiasm for the practice.
Main duties of the job
The Reception Manager leads and supports the Reception Team, ensuring the smooth day to day running of the reception.
Responsibilities include
- Managing Staff Rotas
- Staff Training
- Absence Management
- Team Development
- Monitor workload across reception, telephone and online services
- To report and monitor patient feedback and complaints
- To work closely with the Assistant Practice Management
About us
We are a friendly, well established Practice with approximately 9000 patients. Our Team consists of 2 GP Partners, 1 Salaried GP,2 PAs, 2 Nurse's and 2 HCAs, supported by Receptionist staff and a Secretary.
Job description
Job responsibilities
Starting Salary: £15.00 per hour
Hours
Monday 0730 - 1830
Tuesday 0730-1830
Wednesday 1330-1800
Thursday 1330-1800
Friday 1200 -1830
General
Work as a flexible member of the team to ensure the smooth running of the Reception, providing support to other tema members when necessary.
Lead the patient facing team with a postive attitude and a friendly an dhelpful service delivery
Promoting and providing the highest standards of customer care for all patients
Provide support and work with the Assistant Practice Manager
Attend training courses and meeting as and when required
To undertake any other tasks requried within the role
Reception Team
Management of the reception team under the Assistant Practice Managers Lead
Managing rotas to ensure adequate staffing levels are maintained and arranging cover when needed.
To liaise with Assitant Practice Manager before any reception staff appraisals
To assist with the Assistant Practice Manager with absence managment including return to work meetings
Training and completion
Assist with the Recruitment including attending interviews
Training staff
Support all teams
Be familiare with Practice Policies
Patient Feedback
Respond to Patient and records comments
share with reception team for learning and improvements
Work alongside the Patient Participation Group and attend meetings
Patient Online/NHS App
Support reception promoting and encouraging online services
Reception Administration
Ensure all duties and tasks are completed within a timely manner by reception
Ensure all staff are competent to handle any admin duties or patient tasks
Oversee the delegation of general housekeeping duties
Make sure the working environments are tidy, information governance compliant, safe and minimising waste where possible
Ensure the reception team operate within practice policies with particular attention to patient confidentiality and information security measures
Over see any significant events from reception
Receptionist Duties
To be fully involved and particpate with all reception duties including booking, cancelling and checking in patients, complete and also support reception Anima, emails and admin tasks, as well as Repeat prescription requests, sick notes and SARS.
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent including Maths and English
- Experience working in a GP Practice
- Previous experience of managing or supervising a team within a healthcare setting, customer service or admin role
- Experience of managing roatas and staffing levels
- Experience of handling feedback and service improvement initiatives
- Experience in working with confidential information and maintaining information governance standards
- Proficient in Microsoft and clinical systems
Desirable
- Experience using EMIS, IPLATO, NHS APP and any other NHS digital systems
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
Pilgrims Way Surgery
Address
Pilgrims Way
Dartford
Kent
DA1 1QY
United Kingdom
Employer's website
https://www.pilgrimswaysurgery.co.uk/ (Opens in a new tab)