We're seeking a proactive and enthusiastic Reception Team Manager to lead our reception team at Bewick Crescent Surgery. This pivotal role involves overseeing daily operations, managing staff, and ensuring a positive experience for patients. You'll play a crucial part in enhancing communication across our healthcare teams and supporting the practice's smooth functioning.
As a dedicated team within the NHS, using our knowledge and skills we are determined to deliver the highest quality healthcare service to our patients. Join us to make a meaningful impact in a vibrant and supportive environment.
Main duties of the job
As the Reception Team Manager at Bewick, you will oversee the reception team, ensuring efficient day-to-day operations. Your key responsibilities will include staff rotas, streamlining processes, and maintaining high standards of patient care. You will also play a vital role in delivering effective communication between patients and healthcare providers. You will support the team with training and development plans. This role is perfect for someone who thrives in a dynamic, patient-focused environment and enjoys leading and motivating a team.
Responsible for the day-to-day supervision of the reception team duties and ensuring they are carried out in accordance with agreed procedures, protocols, and timescales, reporting to the Deputy Practice Manager as necessary.
To manage the reception team and support the receptionists.
To monitor the call volumes within the Practice, taking action when required to eliminate the queue.
To offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
To facilitate effective communication between patients, members of the primary healthcare team, secondary care, and other associated healthcare agencies.
Act as a role model to the reception team, supporting, motivating, and promoting staff relations.
To undertake a variety of administrative duties to assist in the smooth running of the practice.
Conduct call listening with individuals in the Team.
About us
Bewick Crescent Surgery is a large GP surgery, with over 13,500 patients. We are a friendly and enthusiastic team who work to achieve our mission - to deliver the highest quality healthcare to our patients. We have 5 GP Partners, 6 Salaried GPs, 4 Nurse Practitioners alongside Nurses, Healthcare Assistants, and over 20 admin staff.
We endeavour to place staff's welfare at the forefront of our work and deliver Better at work schemes, flexible working, and support when needed.
Job responsibilities
Job responsibilities
1. Ensure adequate staffing levels: Liaise with Deputy Practice Manager to cover Holiday/Sick rotas in line with agreed policy.
2. Produce weekly Admin Staff Rotas.
3. Attend fortnightly HoDs Meetings.
4. Chair monthly Team Meetings.
5. Give feedback to Deputy Practice Manager for appraisals.
6. Have weekly 1:1 with Deputy Practice Manager.
7. Provide side-by-side coaching within the Team to help support and improve performance.
8. Continually assess and evaluate systems recommending changes and improvements to the Practice Manager as appropriate.
9. Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
10. Assist with problems which may lead to complaints.
11. Oversee the alteration/cancellation of surgeries and make alternative arrangements in an emergency.
12. Oversee and delegate daily tasks.
13. Have a full understanding of the appointment system.
14. Monitor Workflow and delegate duties as necessary.
15. Real Time monitor of call queue and demand.
The above list of duties is not exhaustive and may be subject to change as deemed necessary.
Person Specification
Experience
* Leadership Experience: Experience of managing staff in a busy environment.
* GP Reception Experience: At least 1 year of experience as a GP receptionist, with a deep understanding of patient care.
* People Skills: An approachable, calm, and reliable individual who thrives in a team environment and can maintain composure under pressure.
* Experience of delegation.
* Problem-Solving: The ability to adapt quickly and make sound decisions, especially in busy and challenging situations.
* Flexibility: A willingness to cover shifts and adapt to changing schedules when necessary.
* Leadership Experience: in a GP practice.
* Experience of multi-tasking and prioritising.
Qualifications
* GCSE English, Maths C or above and at least two others.
* Leadership or Management experience in any patient or customer setting.
* NVQ Level 3 in Line Management.
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.
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