receptionist Newcastle upon Tyne, England
Job description
RECEPTION MANAGER
Salary / Grade
£23,953 – £27,375
Hours per week
37.5 hours (Full Time)
Reports to
Practice Manager
Responsible for
Reception Team
Primary Location/ Base
Swarland Avenue Surgery
2 Swarland Avenue
Benton
Newcastle upon Tyne
NE7 7TH
Job Summary
The role is primarily line managing the practice reception and administration team, carrying out day to day activities.
The post holder will work closely with (and under the direction of) the Practice Manager to provide the continual improvement of standards across a wide range of clinical and administrative activity, as well as providing an element of cover or source of advice in the event of their absence.
The successful candidate must be able to work on their own initiative and have some supervisory experience, along with strong IT skills. You must be organised and confident, have a friendly and approachable manner and can work under pressure.
Previous primary care experience is essential.
The post holder will:
- Be an experienced supervisor/manager/leader of staff, providing leadership to the reception team.
- Have excellent service, leadership, communication and project management skills.
- Be suitably proficient with IT systems and software applications, preferably in a clinical setting (although training will be provided for the suitable candidate).
- Hold a relevant management qualification or 2 years management experience.
- Exhibit safe, professional decision-making and high level of care for patients within the Practice.
- Work collaboratively with the wider Practice team to meet the needs of our diverse range of patients.
- Support the delivery of required policy and procedures.
- In order to work at this level full enhanced DBS clearance must be met.
Key Responsibilities
The following are the core responsibilities of the Reception 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:
- To provide day-to-day support, leadership, first line management and guidance for the practice reception team, ensuring an efficient and professional manner is maintained.
- Ensure all reception and administration duties are completed to the highest standard.
- To provide communications between patients, doctors and other staff.
- Support the Practice Manager in the recruitment and induction of all new reception staff.
- Support the Practice Manager in the running of elements and/or services within the practice e.g. compliance with CQC, Health and Safety audits etc.
- Support the practice manager in the reviewing and updating of practice policies and procedures.
- Work with the Practice Manager and other members of the practice to identify areas for improvement and assist in change management where appropriate.
- Ensure the promotion, monitoring and documentation of performance and quality outcomes targets within the practice (including QOF), and using IT systems and software.
- To undertake specific assigned tasks, project support, or development work which may arise during changes to the NHS.
- To introduce new policies and procedures in line with current regulations
- Manage and deal with day-to-day needs, difficulties and requirements of the partners and other clinical staff.
- To work closely with reception and clinical staff to ensure adequate cover and the smooth running of the practice, reporting any problems encountered to the relevant person.
- To be a point of contact for staff and patient queries and concerns.
- The greeting of patients, dealing with their enquiries in a courteous and polite manner.
- Dealing with patient complaints relating to front desk/reception services.
- Making appointments and booking patients in for surgeries and clinics.
- Answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely.
- Contacting hospitals and various other agencies for results, appointments, booking, referrals and patient information.
- Making appointments: offering and arranging the appointments for doctors, helping to arrange clinics.
- Responding to and resolving all local IT issues where appropriate liaising with NHIS the IT support/or others to resolve hardware and software issues.
- Setting up new members of staff in the clinical and other IT systems.
- Ensure the effective use of clinical systems, IT programmes and other systems used throughout the practice.
- Providing support and ensure training for current and new staff is carried out.
- Support practice in developing and maintaining effective call and recall systems for patient services and reviews.
- Training of staff on practice IT systems as necessary.
- To promote Equality and Diversity and Health and Safety in themselves.
TRAINING AND DEVELOPMENT
- Taking responsibility for own development with relevant evidence-based knowledge and competence in all aspects of the role to meet clinical governance guidelines for Continuing Professional Development (CPD) and a Personal Development Plan (PDP).
- Stay up to date through attendance at any courses and/or study days necessary to ensure that professional development requirements are met, demonstrating skills and activities to others who are undertaking similar work.
- Subject to a performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
- Work closely with other clinical staff and administrative managers in the setting up and/or improving of practice systems for monitoring/measuring performance against Clinical Governance and Quality Indicator targets
- Work to deliver the NHS contract requirements related to the practice (including the terms of the Quality and Outcomes Framework and locally enhanced services)
- Commit to take and pass the necessary Physician Associate re-certification exams (currently every 6 years) to maintain qualifications required to carry out duties of the role and as statutory regulatory bodies require.
GOVERNANCE
- Take part in the maintenance of quality governance systems and processes across the Practice and its activities.
- Utilise the audit cycle as a means of evaluating the quality of the work of self and the team, implementing improvements where required.
- Work with other teams on improving the quality of service and patient care, in response to local and national policies and initiatives as appropriate
- Support and participate in shared learning across the practice and wider organisation
- Manage, review and identify learning from complaints, incidents and near-miss events relating to the practice, team and self.
- Awareness of statutory safeguarding, notification processes and local guidance for children/vulnerable patients, applying relevant policies and legislation to protect them
- Ensure compliance with policies, procedures and guidelines for self and others, by acting or alerting senior management team if the practice appears to contravene policy, or if there are concerns over any aspect of patient care.
CONFIDENTIALITY
- Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times.
- Maintain an awareness of the Freedom of Information Act.
- 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 & SAFETY
- The post-holder will manage their own and others’ health & safety and infection control as defined in the Practice’s Health & Safety Policy, the Practice Health & Safety Manual, and the Practice’s Infection Control Policy and published procedures.
- Comply with Practice health and safety policies by following agreed safe working procedures
- Actively reporting of health and safety hazards and infection hazards immediately when recognised
- Keeping work and general areas clean and tidy, and using appropriate infection control procedures to keep work areas hygienic and safe from contamination.
- Undertaking periodic infection control training (minimum annually)
- Awareness and compliance with national standards of infection control, hygiene, regulatory / contractual / professional requirements, and good practice guidelines.
- Correct personal use of Personal Protective Equipment (PPE) and ensuring correct use of PPE by others, advising on appropriate circumstances for use by clinicians, staff and patients.
- Reporting incidents using the organisations Incident Reporting System
- Using personal security systems within the workplace according to Practice guidelines
- Making effective use of training to update knowledge and skills
EQUALITY AND DIVERSITY
The post-holder will support, promote and maintain the Practice’s Equality & Diversity Policy.
No person whether they are staff, patient or visitor should receive less favourable treatment because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.
The jobholder must comply with all policies and procedures designed to ensure equality of employment and that services are delivered in ways that meet the individual needs of patients and their families.
OTHER DELEGATED DUTIES
This job description is not intended to be exhaustive - it may be changed after consultation with the post holder. The employee shares with the employer the responsibility for review and modification of duties.
Job Type: Full-time
Salary: £12.25-£14.00 per hour
Benefits:
- Company pension
- Free parking
Schedule:
- Monday to Friday
Work Location: In person
Application deadline: 16/06/2023
