About this role
Job summary
Can you help us provide good quality primary care to our patients, by helping our friendly and fabulous admin and reception teams manage our patient's contact requirements? Do you want to work in a stunning Cotswolds location? Can you be a friendly face of our practice as a patient liaison and reception manager? This could be the opportunity you have been looking for.
The role of Reception/Admin and Patient Liaison Manager has become available at Hilary Cottage Surgery. If you want to help people get the primary care they need, and make a difference in general practice, come and join us at Hilary Cottage Surgery in Fairford as a member of our team.
We need someone for 6 to 7 hours a day, for 5 days a week. This is a 5 day a week role.
Being a team member at Hilary Cottage is interesting, fulfilling and challenging, all at the same time. Mostly, it is rewarding - especially when you know you have contributed to a patient's care,
Your job as our patient liaison and reception manager covers a wide scope of activities, with a good element of autonomy in the role, and with clinical support from our Practice Team when it is required.
Can you help us offer assistance to our patients who are seeking care, and put a friendly, welcoming face to our practice?
If you can help our patients, and if you can work as part of a team, and project a positive and friendly image to patients and other visitors, this could be the challenging and exciting opportunity you have been looking for.
Main duties of the job
In your role as Team manager, you will look after two teams providing support to the practice, our staff and our patients, and ensuring we can give the best first line contact with patients we can offer.
Of course, sometimes things go wrong, and in these cases, offering understanding and support to our patients while maintaining a positive presentation of the practice is also key the role - it's rare that things go wrong, but managing patient's complaints effectively and managing issues to an appropriate outcome is an important element of the role, too.
As a member of the Hilary Cottage team, you will project a professional, positive and friendly image to patients and other visitors, both in person, on the telephone, and also through other forms of communication.
You will also provide general assistance to the whole Practice team, ensuring a productive and happy atmosphere, greater job satisfaction for all concerned and, of course, ever-improving patient care.
About us
We are in Fairford - a small rural town in Gloucestershire, close to the Oxfordshire and Wiltshire borders.
We are a friendly supportive team of around 35 people.
Hilary Cottage Surgery has been a part of the Fairford community for many years - currently run by 3 GP partners.
We are a small rural practice with around 7500 patients on our books. We have 7 amazing GPs, a bunch of amazing admin staff and secretaries, a brilliant dispensing team supported by our super pharmacists. Our nurse team is fabulous, and there aren't enough superlatives to describe our incredible reception team.
If you're not in Fairford, you would enjoy a short rural drive to and from the surgery - and if you are local you can walk to work.
With a focus on everyone's well-being at work, we are supportive and friendly from top to bottom, and (we think) a great place to work!
Job description Job responsibilities
This ad is listed on NHS Jobs. If you are viewing this on NHS jobs, some of the following information (in italics) will be duplicated.
Job summary
Can you help us provide good quality primary care to our patients, by helping our friendly and fabulous admin and reception teams manage our patient's contact requirements? Do you want to work in a stunning Cotswolds location? Can you be a friendly face of our practice as a patient liaison and reception manager? This could be the opportunity you have been looking for.
The role of Reception/Admin and Patient Liaison Manager has become available at Hilary Cottage Surgery. If you want to help people get the primary care they need, and make a difference in general practice, come and join us at Hilary Cottage Surgery in Fairford as a member of our team.
We need someone for 6 to 7 hours a day, for 5 days a week. This is a 5 day a week role.
Please apply if you can work a 5 day week.
Being a team member at Hilary Cottage is interesting, fulfilling and challenging, all at the same time. Mostly, it is rewarding - especially when you know you have contributed to a patient's care,
Your job as our patient liaison and reception manager covers a wide scope of activities, with a good element of autonomy in the role, and with clinical support from our Practice Team when it is required.
Can you help us offer assistance to our patients who are seeking care, and put a friendly, welcoming face to our practice?
If you can help our patients, and if you can work as part of a team, and project a positive and friendly image to patients and other visitors, this could be the challenging and exciting opportunity you have been looking for.
Main duties of the job
In your role as Team manager, you will look after two teams providing support to the practice, our staff and our patients, and ensuring we can give the best first line contact with patients we can offer.
Of course, sometimes things go wrong, and in these cases, offering understanding and support to our patients while maintaining a positive presentation of the practice is also key the role - it's rare that things go wrong, but managing patient's complaints effectively and managing issues to an appropriate outcome is an important element of the role, too.
As a member of the Hilary Cottage team, you will project a professional, positive and friendly image to patients and other visitors, both in person, on the telephone, and also through other forms of communication.
You will also provide general assistance to the whole Practice team, ensuring a productive and happy atmosphere, greater job satisfaction for all concerned and, of course, ever-improving patient care.
Overview of our organisation
We are in Fairford - a small rural town in Gloucestershire, close to the Oxfordshire and Wiltshire borders.
We are a friendly supportive team of around 35 people.
Hilary Cottage Surgery has been a part of the Fairford community for many years - currently run by 3 GP partners.
We are a small rural practice with around 7500 patients on our books. We have 7 amazing GPs, a bunch of amazing admin staff and secretaries, a brilliant dispensing team supported by our super pharmacists. Our nurse team is fabulous, and there aren't enough superlatives to describe our incredible reception team.
If you're not in Fairford, you would enjoy a short rural drive to and from the surgery - and if you are local you can walk to work.
With a focus on everyone's well-being at work, we are supportive and friendly from top to bottom, and (we think) a great place to work!
In addition to responsibilities already outlined, you will have responsibility for:
Managing a team of up to 8 receptionistsManaging the secretarial and admin team New Patient registrations On-line access management Managing patient bookings Managing our complaints process Managing our Significant Events process Collecting and distributing patient feedbackSupporting the practice at the PPG Meetings (Patient Participation Group) Managing private report requirements from patients Supporting all staff for administrative activities relating to patient support Managing incoming and outgoing telephone calls in order to facilitate timely and appropriate communications with others, taking messages and dealing with appropriate queries. Manging and updating protocols and processes associated with team activities Assisting with the gathering of statistics and information when required Assisting the Practice Manager with all clerical and administrative duties relating to the post as required. Undertaking any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.We understand that taking on a role in a new organisation often requires learning and understanding of new systems and processes, and appropriate training will be given to support you, enabling you to take on all of the responsibilities associated with the role.
Person Specification
Experience Essential
GCSE grade A to C in English and Maths - or equivalent. Working in Primary Care or the NHS. Team Leader or team management experience, or a desire to progress to team management Customer/patient facing experience.
Desirable
Microsoft Office Suite. Experience of managing a team. Knowledge of TPP SystmOne
Qualifications Essential
GCSE grade A to C in English and Maths - or equivalent.
Desirable
Management qualifications
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 Hilary Cottage Surgery
Address Keble Lawns
Fairford
Gloucestershire
GL7 4BQ
United Kingdom
Employer's website https://www.fairfordsurgery.co.uk (Opens in a new tab)