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Job description

Job Summary:

The Reception Manager is responsible for the continuing delivery of an efficient, smart and professional service to patients, visitors and the practice team.

The post holder will support and be responsible to the Practice Manager by:

• supporting the management of the day-to-day running of the practice by managing daily routine
• providing administrative support and services to all members of the practice team
• supporting the effective delivery of patient services
• overseeing and providing redundancy for the IM&T Lead

There will; on occasion, be a need to be prepared to deal with the unscripted and the unexpected.

Job Responsibilities:

Organisational

• Work with the Practice Management team to initiate, implement, develop and review all policies and procedures to aid and improve practice organisation and provision of services for appropriate members of practice team
• Plan, co-ordinate and monitor staff activities to ensure efficient services to patients and support to the clinical team
• Convene meetings, prepare agendas and ensure distribution of minutes as necessary required
• Liaise with the out of hours service as and when required
• Participate in the planning, development and implementation of systems and procedures for patient advice and information
• Co-ordinate and drive the participation of the team in Practice Improvement Projects and internal/external audits and inspections
• Undertake any other reasonable duties as required of the post

Leadership

· Provide strong, effective leadership and management for all members of the reception/admin team in the performance of their duties and their continuing personal and professional development

· Lead by example and further develop a positive and professional team culture

· Be proactive and have an innovative and enthusiastic approach to undertaking challenges and problem solving, often with short notice

· Take full ownership of key, long term operational projects

Staffing

· Schedule team rotas and holidays to ensure adequate staffing levels to provide a high-quality service (this should include all necessary public-facing and administrative staff). Informing and advising the Deputy Practice Manager (Workforce & Clinical Services) and/or the Practice Manager where needed

· Monitor all staff timekeeping/overtime requirements

· Ensure the team remain up to date with all statutory and mandatory training objectives

· Provide training in all service areas to all staff members to the highest standard and identify and address ongoing training needs to ensure that all staff are adequately trained to fulfil their role

· Act as first point of contact for all staff in the reception/admin staff in the resolution of dispute and grievances

· Ensure team compliance with protocols, operating procedures and performance standards through appropriate monitoring and review systems and take action to rectify non-compliance

Human Resources

· Organise and oversee all reception/admin staff inductions and training; identifying and addressing ongoing training needs to ensure that all staff are adequately trained to fulfil their role

· Support the Deputy Practice Manager in the recruitment and selection of new reception/admin staff members and provide a general personnel management service

· Ensure HR documentation for all reception/admin staff members is up-to-date (including job descriptions, employment policies, appraisals etc)

· Responsible for all staff sickness absences; keeping record and managing individual absences and reporting to the Practice Manager and Deputy Practice Manager (and/or the Leadership Team) on a regular basis

· Conduct staff appraisals for all members of the reception/admin team

· Support with the implementation of effective systems for the resolution of disputes and grievances

· Support reception/admin staff, both as individuals and as team members

Patient Services

• Oversee patient services, to ensure that the non-clinical interface between the patient and practice is effective
• Ensure reception processes are efficient and up to date
• Coordinate patient information flows, to ensure consistency, clarity, accuracy and attractiveness of message
• Provide a point of contact within the practice for patients & visitors to the surgery
• Maintain an up-to-date knowledge of new legislation & pressures that may affect the delivery of good patient care
• Ensure that the practice complies with NHS contractual obligations in relation to patient care
• Assist with monitoring and assessing practice performance against patient access and demand management targets

Services

· Leadership of the Patient Participation Group including arranging, chairing meetings, prepare agendas and ensuring distributions of minutes as necessary

· Ensure that the professional image of the practice is maintained through the highest standards of staff behaviour and appearance, and the waiting-room facilities

· Maintain effective two-way communication with patients and the practice team

· Act as the first point of contact in dealing with and resolving complaints about staff or the service provided

· Maintain waiting-room notice boards, both electronic and paper

· Develop own skills to facilitate minor running repairs/fixes to equipment and IT

· Attend to and resolve any ad hoc issues and problems as they arise in the day-to-day running of reception, and escalate where appropriate

· Attend to or report ad hoc building or facilities issues as they arise in the day-to-day running of the practice

· Responsible for the co-ordination of the efficient use of rooms within the practice

· Develop and assist in the development of protocols, standard procedures and performance standards

· Maintain effective communication with the Leadership Team

General

· Deal with general administrative issues related to the reception/administrative service

· Oversee stock, control and ordering of stationery and general office supplies for the practice

· Attend regular and ad hoc staff meetings as required

· Provide appropriate cover for absent staff when necessary, and in particular in the absence of a Shift Lead

· Undertake other relevant duties assigned by Leadership Team from time to time, in order to ensure the smooth running of the practice

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

Health and Safety

Under the Health and Safety at Work Act 1974, as an employee, you must take reasonable care for the health and safety of yourself and for other persons who may be affected by your acts or omissions at work. The Act also states that you must not intentionally or recklessly interfere with or misuse anything provided in the interests of health, safety and welfare.

You will assist in promoting and maintaining your own and others’ health, safety and security as set out in applicable Practice polices and protocols. This will include:

· Using personal security systems within the workplace as directed

· Identifying risks involved in work activities and managing those risks

· Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards

· Reporting health and safety hazards and infection hazards immediately when recognised

· Keeping own work areas and general / patient areas clean and assisting in the maintenance of general standards of cleanliness

Person specification

Qualification & Training

Undergraduate degree (D)

Relevant diploma or other qualification (D)

Grade A* to C GCSE in English & Maths (E)

Knowledge & Experience

Experience of working in a primary care environment (D)

Experience of continued professional development (D)

Experience of working with patients whose first language is not English and using Language Line or equivalent (D)

Development & review of policies and procedures (D)

Book keeping/accounting, ledgering and invoice control (D)

Skills

Excellent communication skills (written and oral) (E)
Strong IT skills (E)

Ability to use Xero system (D)

Clear, polite telephone manner (E)

Competent in the use of Office and Outlook (E)

EMIS Web user skills (D)

Effective time management (Planning & Organising) (E)

Ability to work as a team member and autonomously (E)

Excellent interpersonal skills (E)

Accuracy & fine attention to detail (E)

Problem solving & analytical skills (E)

Manages & prioritises workload without supervision (E)

Personal Qualities

Professional and personable presentation and demeanour (E)

Polite and confident (E)

Smart and well-presented (E)

Flexible and cooperative (E)

Discreet and able to maintain confidentiality (E)

Problem solver with the ability to process information accurately and effectively, interpreting data as required (E)

High levels of integrity (E)

Highly motivated & innovative self-starter (E)

Ability to work under pressure / in stressful situations (E)

Punctual and committed to supporting the team effort (E)

E (Essential)

D (Desirable)

APPLICATIONS THAT DO NOT ANSWER ALL THE APPLICATION SCREENING QUESTIONS WILL NOT BE CONSIDERED.

Job Type: Full-time

Salary: £35,000.00-£40,000.00 per year

Benefits:

• Free flu jabs
• Free parking
• On-site parking

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Will you be able to reliably commute or relocate to London for this job
• What are you looking for in a workplace and how can we best support you in your job?
• Why would you like this post?
• What specific skills, experience or personal characteristics do you have that will help you succeed in this post?
• Have you thoroughly reviewed the job description and what is required for the position?

Education:

• GCSE or equivalent (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person

Application deadline: 28/05/2023