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Job description

SECTION 1: POSITION SUMMARY

The primary function of the role is to manage, develop, and orchestrate the front and back office reception team. To ensure a high quality, professional reception and administrative service to patients, doctors, staff, colleagues, health service professionals and others.

Within the role you will act as a point of contact for patients contacting the Practice and to portray the Practice in the highest possible professional basis. To ensure that enquiries from patients are efficiently and courteously handed to the mutual satisfaction of the partners and patients.

SECTION 2: JOB FUNCTION/RESPONSIBILITIES

People Management

· Managing and directing Staff working as Practice Service Professionals in reception – front and back office

· First line Supervisor to Reception Staff.

· Ensuring the primary objective of providing excellent levels of patient service permeates the whole team.

· Playing a key role in the practice management team

· Motivating Staff, identifying training needs / gaps and assisting with ongoing training.

· Monitor staff annual leave requests.

· Ensure Reception Staff are compliant with Practice protocols and procedures.

· Assist Practice Manager in Recruitment and training of new staff.

· Deal with any queries / complaints when escalated by staff.

· Organise regular Reception Meetings.

· Keep Staff up to date with any changes to procedures.

· Managing filing: regularly and accurately.

· Ensuring the effective and efficient registering of new patients.

· Ensuring timely and accurately handling of messages and ensuring unresolved or urgent matters are prioritised.

· Ensuring efficient and effective opening and closing of the premises and switching phones over in the morning/afternoon/evening.

· Working closely with other members of the extended healthcare team and offering support when needed.

· Liaising with hospitals and ensuring patient appointments are booked.

· Attending practice meetings and training courses as required.

· Participating in educational and learning activities arranged from time to time.

· Supporting practice policies and protocols, including health and safety and infection control.

· Maintaining a constant awareness of and anticipating the needs of patients, clinicians and colleagues and taking action to support those needs.

· Delegation of tasks to the most appropriate professional.

· Supporting a drive to greater automation and use of technology.

Administration

· Resolve day to day operational and administrative problems.

· Monitoring and finding ways to improve Reception administrative systems and procedures.

· Register Out of Area patients.

· Register Patients for Patient Access.

· Day to day administrative duties with the ribbon on the EMS computer systems.

· Day to day Reception Duties.

Competencies/Behaviours

· Strong team player with management; or demonstrable supervisory skills

· The ability to manage people and lead a team.

· Be open, honest and trustworthy.

· Be able to communicate sensitively, clearly and effectively; both on the phone and face to face, with the ability to remain calm, supportive and courteous at all times.

· Be a team player and able to use initiative in prioritising a varied workload and able to support colleagues whenever required.

· Be flexible, adaptable and reliable.

· Respect others and is open and honest.

· Maintains and respects confidentiality.

· Priority is given to customer service.

· Excellent Time Management.

· Professionalism and integrity.

· High level of attention to detail.

· Motivational, positive ‘can do’ approach.

Patient Services

· Ensure all patient information is accurate, easily accessible and kept up to date and comply with the data protection regulations

· Ensure effective policies and procedures are in place to ensure compliance with the CQC requirements for patient safety

· Work alongside the Practice Manager to lead the development and feedback from patient information groups and identify areas to improve patient engagement.

Compliance

· Ensure all requests for reports and data from government bodies are responded to in a timely way.

· Ensure there is an ongoing process and focus in process improvement.

Equality and Diversity

The post holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

· Acting a way that recognises the importance of people’s rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation.

· Respecting the privacy, dignity, need and beliefs of patients, carers and colleagues.

· Behaving in a manner which is welcoming to and of the individual, is non- judgmental and respects their circumstances, feelings priorities and rights.

SECTION 3: SUPERVISION (complete only if applicable to the role)

· Line Management of Reception and Administrational staff who report to this position.

SECTION 4: EDUCATION AND EXPERIENCE

· Minimum of 2 GCSE or at Grade C or above or equivalent in Maths and English.

· Or relevant work experience in the same Field.

· NVQ Reception/Customer Care

· Proven experience as a Reception Manager.

· Proven experience of working in a busy Practice environment managing the day to day operations.

· Proven ability to line manage team members effectively, setting clear objectives, conducting reviews and dealing with any issues which may occur.

· Ability to act on own initiative to prioritise and manage workload, delegating tasks appropriately and referring to the designated Partner in respect to clinical areas, as necessary.

· Maintaining own ongoing personnel development by attending relevant events/training.

· The job holder must be able to act on own initiative to prioritise and manage workload.

· The job holder is required to have well-developed keyboard skills and a desirable working knowledge of the Emis computer system.

· The job holder must be able to communicate effectively and collaboratively across a varied staff disciplines.

· The job holder must clearly understand the importance of maintaining patient and data confidentiality.

Job Types: Full-time, Permanent

Salary: From £30,000.00 per year

Benefits:

• Free parking
• On-site parking

Schedule:

• Monday to Friday

Ability to commute/relocate:

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

Work Location: One location

Reference ID: 01-2324