About this role
Job summary
Cowley Road Medical Practice, a bustling & vibrant GP Practice in Oxford, are looking for an enthusiastic Reception Team Manager to lead our friendly & excellent Reception team of 8 people.
The Practice's current list size is around 12,000 patients & we are part of City East Oxford Primary Care Network, working with Bartlemas Surgery & St Clements Surgery.
The successful candidate will have hands-on responsibility for all patient led activity. They will require the vision, willingness & drive to adapt/assist in leading the Practice forward.
We are open to applicants looking to work Full Time or Part Time hours (Monday to Friday).
The position is permanent, and we are offering:
a competitive salaryA paid 30- minute lunch break per dayNHS Pension5 weeks annual leave (plus bank holiday allowance)Free Car Parking
Applicants should enjoy working in a vibrant environment, be a proven Team Leader, have excellent organisational traits & good IT skills.
They must be able to provide excellent customer service & possess the ability to manage their Team & prioritise a busy/varied workload.
Common sense, flexibility, compassion & a "can do" approach are essential.
The selected applicant will possess previous management experience, leadership skills & be an excellent communicator. NHS management experience would be an advantage.
The successful candidate will work as part of a cohesive team consisting of GPs, Practice Nurses & Admin staff to support the delivery of high-quality care.
Main duties of the job
We are looking for a Manager to join our Practice and lead a Team of eight people.
We have an excellent GP and Nursing Team and a supportive and efficient Management & administrative team.
Candidates should be proven Team Leaders, good communicators with a track record for delivering excellent customer care and have the ability to work under pressure.
Our Practice uses EMIS Clinical System & confidentiality is integral to this role.
Previous General Practice experience & IT skills would be an advantage but not essential.
Core responsibilities of the Reception Manager include:
1.Management, Planning & Organisational
2.HR & Performance
3.Patient Care
4.Reception & Admin Duties
5.Management of Appointment System
6.Management of Medical Records
7.Operation of Telephone System
This post is subject to a 6-month Probationary Period, receipt of 2 satisfactory References a satisfactory DBS check
Full training for the role will be provided.
Flexibility is required for holiday and sickness cover of colleagues.
About us
Cowley Road Medical Practice is a well established GP Practice providing various NHS Community and Primary Care Clinical Services to patients in Oxford.
We are a vibrant, forward-thinking GP practice that places the care of both our patients and staff at the core of everything we do. Our close-knit team fosters a warm, friendly, and compassionate environment, creating a space where everyone feels valued.
Serving a diverse community of over 12,000 patients, our dedicated GPs, nurses, pharmacist, healthcare assistants (HCAs) and administrative staff work together to provide outstanding care. Every day, our team goes above and beyond to support and improve the health and well-being of the community we are proud to serve.
There is a warm atmosphere established, a long with a 'can do' work ethic. There is a loyal and well established team in place, with a very low staff turnover rate.
All staff are invited to have an input into the development and smooth running of the Practice.
Job description Job responsibilities
The following are the core responsibilities of the Reception Team Manager. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels.
Management, Planning and Organisational.
Monitor and evaluate the Reception Team, supporting them with training and development
Manage and produce the non-clinical rotas
Contribute to practice strategy, formulate objectives and develop ideas for future practice development
Work with the Senior Management Team to continuously develop and improve the service
Contribute to the development, updating and implementation of practice protocols and policies
Contribute to the maintenance of practice premises working alongside the Practice Manager and Estates company
HR and Performance
Oversee the recruitment and retention of the Reception Team
Carry out 1-2-1s and Appraisals with the Reception Team
Monitor skill-mix and deployment of the Reception Team
Contribute to the achievement of practice targets such as QOF & IIF.
Develop and contribute to change and continuous improvement initiatives
Assist with providing a monthly performance report with the Practice Manager
Organise and chair a weekly Team meeting including providing relevant documentation (i.e. agenda and minutes)
Patient care
Routinely monitor and assess practice performance against patient access and demand management
Contribute to the management of patient complaints, including investigation and response
Support the Practice Manager with engagement with patient participation group and attend meetings
Ensuring the waiting room is sharing appropriate information to patients
Strive to ensure the practice delivers excellent patient care
Reception and Admin duties
Greet all patients in a friendly, courteous and welcoming manner, whether face to face or by telephone.
Undertake Admin tasks appropriate to the role
Ensure the efficient running of the practice computer system, carrying out searches, audits and recalls as required.
the processing of information (electronic and hard copy) in a timely manner.
Monitor and action incoming emails.
Arrange the collection and dispatch of patients notes as required.
Report faults to the software supplier and/or appropriate IT support desk, and track progress.
Ensure accurate and efficient use of the computerised appointment system and monitor flow of patients into consulting and treatment rooms.
Respond to requests from clinicians (e.g. for files, telephone calls, refreshments) in a timely and friendly manner.
Typing letters, reports and associated documentation as required.
Respond to queries and requests for assistance from patients and other visitors, ensuring that any urgent or serious medical problems are given priority.
Receive requests for prescriptions from patients and deal with these in accord with the practice policy.
Ensure Repeat Prescriptions and Queries are dealt with each morning.
Ensure reception and waiting areas are kept neat and tidy.
Management of appointment systems.
Book appointments and recalls taking note of the Practice policy
Monitor effectiveness of the system and report any problems or variations required.
Management of medical records.
Assist with the accurate input of data to the clinical and document management systems.
Scanning of patient related documentation and attaching scanned documents to patients healthcare records.
Arrange retrieval and re-filing of records as required. Ensure records are kept neat and tidy and in good repair.
Inputting data into the patients healthcare records as necessary.
Clinically coding data on EMIS.
Ensure correspondence, reports, results etc. are opened promptly, date stamped and passed to the relevant staff.
Operation of telephone system.
Receive and make calls as required, answering the phone within the surgery policy. Divert calls and take messages as appropriate.
Ensure that system is operational at the beginning of each day and switched over to night service at the end of each day.
Any other delegated procedures appropriate to the post.
This job description covers the main duties that the post holder is expected to undertake. These duties may be revised from time to time.
This post is subject to a 6-month Probationary Period, receipt of 2 satisfactory References and a satisfactory Disclosure and Barring Service (DBS) check.
Person Specification
Experience Essential
*Demonstrable experience of leading/managing a team. *Experience providing guidance, instruction, or informal supervision to colleagues. *Experience of working within a GP Practice. *Experience of coordinating patient/customer services. *Experience dealing with routine issues and escalating more complex matters appropriately. *Experience of telephone answering and operation. *Ability to work collaboratively with multidisciplinary teams, including clinicians, administrative staff, and management.
Desirable
*Experience contributing to service improvement or quality activities.
Knowledge and Skills Essential
*Ability to allocate and prioritise work to meet service demands. *Strong communication and interpersonal skills suitable for supporting a team. *Excellent written skills, with the ability to tailor messages to diverse patient groups. *Competent in using healthcare management software, and general office software (e.g., Microsoft Office). *Strong organisational and problem-solving abilities. *Able to work to deadlines. *Ability to maintain clear records, documentation, and reports. *Understanding of policies, procedures, governance requirements, and safe working practices. *Professional, reliable, and accountable in approach. *Inclusive, respectful, and sensitive to diverse needs and perspectives. *Supportive, approachable, and able to build positive relationships. *Calm, adaptable, and solutions-focused during operational challenges.
Desirable
*Knowledge of Data Protection and Caldicott Principles and understanding the requirement to maintain confidentiality. Ability to use discretion and maintain confidentiality. *Ability to use judgement within defined boundaries and escalate appropriately. *Proactive approach to identifying and addressing patient concerns, ensuring swift resolutions. *Awareness of health and safety, risk assessment, and incident reporting processes.
Qualifications Essential
*Supervisory/Leadership qualification or training. *A Levels or Equivalent Qualifications. *Experience of using patient information system (i.e. EMIS).
Desirable
*Ongoing Professional development and training relevant to patient care or healthcare management. *Keyboard/typing qualification. *EMIS trained.
Other Essential
*Flexible approach to work including covering staff annual leave. *Adaptable to change.
Desirable
*Non-Smoker.
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 Cowley Road Medical Practice
Address East Oxford Health Centre
Manzil Way
Oxford
Oxfordshire
OX4 1XD
United Kingdom
Employer's website https://www.cowleyroadmedicalpractice.org.uk/ (Opens in a new tab)