Job summary Sid Valley Practice is seeking a motivated and enthusiastic individual to join our Practice Management team as a full-time Reception Manager. This permanent role offers a contract for up to 37 hours per week, working 4 days per week to ensure optimal staffing levels. Main duties of the job Key Responsibilities Leadership. Oversee all patient-facing members of the admin team, ensuring high standards of customer service and effective communication. Call Monitoring and Coaching. Regularly listen to and review calls to ensure quality control, providing coaching and feedback to team members where necessary. Line Management. Conduct fortnightly one-to-one meetings with all team members, offering guidance, feedback, and development support. Patient Navigation Review. Continuously assess and optimise patient navigation processes to improve efficiency and enhance the patient experience. Data Analysis. Analyse phone data, appointment utilisation, and other key metrics to identify areas for improvement and implement changes as necessary. Rota Planning. Manage and maintain staff rotas, ensuring appropriate cover and effective scheduling of patient-facing staff. GDPR Compliance. Act as the GDPR Lead, ensuring that all patient data is handled in compliance with relevant legislation and practice policies. Process Improvement. Lead the potential future implementation of Total Triage or other patient management systems to streamline patient care pathways. About us We are looking for a proactive and dynamic individual who is passionate about delivering excellent patient care and leading a team to success. Date posted 10 February 2025 Pay scheme Other Salary £27,010 a year Contract Permanent Working pattern Full-time Reference number A4646-25-0002 Job locations Beacon Medical Centre Sedemuda Road Sidmouth Devon EX10 9YA Victoria Cottage Hospital Sidmouth Devon EX10 8EW Job description Job responsibilities Purpose of the Role The Reception Manager is responsible for the effective management and leadership of the patient-facing administration team, including reception, phone, and duty PA teams. The role ensures all administrative and reception duties are carried out efficiently, while maintaining the highest standards of customer service. The Reception Manager will be instrumental in coordinating staffing, implementing new processes, and overseeing the delivery of excellent patient communication, both in person and through other channels. Additionally, the role includes responsibility for compliance with GDPR and supporting continuous improvements within the practice. Key objectives of the role include: Leadership: Oversee all patient-facing members of the admin team, ensuring high standards of customer service and effective communication. Call Monitoring and Coaching: Regularly listen to and review calls to ensure quality control, providing coaching and feedback to team members where necessary. Line Management: Conduct fortnightly one-to-one meetings with all team members, offering guidance, feedback, and development support. Patient Navigation Review: Continuously assess and optimise patient navigation processes to improve efficiency and enhance the patient experience. Data Analysis : Analyse phone data, appointment utilisation, and other key metrics to identify areas for improvement and implement changes as necessary. Rota Planning: Manage and maintain staff rotas, ensuring appropriate cover and effective scheduling of patient-facing staff. GDPR Compliance: Act as the GDPR Lead, ensuring that all patient data is handled in compliance with relevant legislation and practice policies. Process Improvement: Lead the potential future implementation of Total Triage or other patient management systems to streamline patient care pathways. Job Responsibilities Team Leadership and Line Management Team Oversight: Lead and manage all patient-facing administrative staff, ensuring high standards of customer service and alignment with practice objectives. Line Management: Conduct regular one-to-one meetings to provide guidance, performance feedback, and support professional development, ensuring all staff are up to date with mandatory training. Absence Management: Maintain accurate records of staff sickness, leave and overtime/toil for the Reception team. Staff Rotas: Manage and compile staff rotas, ensuring appropriate cover for all reception and administrative duties, particularly during periods of absence or leave. Staff Development: Identify training needs within the team and arrange or deliver training to enhance performance. Appraisals: Complete staff appraisals in a timely manner, providing constructive feedback and identifying areas for development. Temporary Staffing: Coordinate the provision of temporary reception and administrative staff as necessary to ensure service continuity. Patient Communication and Operational Support Patient Interaction: Oversee patient-facing activities, ensuring all interactions (in person or by phone) are handled efficiently and professionally. Patient Complaints: Provide initial guidance and support to patients wishing to raise verbal complaints, resolving issues effectively or escalating as required. Communication Channels: Manage patient communication across the practice (website, social media, etc.), ensuring information is current, accurate, and accessible. Process Improvement: Review and enhance patient navigation processes, identifying opportunities to streamline and improve the patient experience. Coaching Team Members: Coach team members to improve their patient interactions, providing guidance and feedback to ensure a positive and professional experience for patients in all forms of communication. Compliance and Data Management GDPR Compliance: Act as the GDPR Lead, ensuring secure handling of patient data in compliance with data protection laws and maintaining confidentiality. Data Analysis: Analyse data from phone systems, appointment utilisation, and other metrics to identify trends and inefficiencies, proposing solutions for improvement. Policy Review: Regular review and update of protocols and procedures, ensuring that the Admin Library in the Hub is kept up to date Process innovation : Developing, implementing and embedding efficient processes and procedures to adhere to extant legislation Operational Management Rota Coordination: Ensure sufficient cover for all reception and administrative duties by managing staff rotas and leave. Fire Safety: Act as the building fire marshal, ensuring evacuation lists are current and visitor logs are properly maintained. Reporting Support: Assist the management team in preparing reports and contributing to the practice development plan. Vaccination Campaigns: Assist in planning, coordinating, and executing the campaigns, ensuring effective communication, patient engagement, staff training, resource management, compliance, and monitoring to ensure successful outcomes and continuous improvement. Additional Responsibilities Deputy Responsibilities: Deputise for the Office Manager during periods of absence to ensure continuity of operations. Audit Participation: Participate in audits directed by the Governance and CQC Leads, contributing to the improvement of practice operations and service delivery. Friends and Family Test: Promote the use of the Friends and Family Test to gather patient feedback and drive improvements. Campaigns: Assist with practice campaigns such as Flu, RSV and Covid. Continuous Improvement: Champion a culture of continuous improvement within the team, encouraging staff to contribute suggestions for process enhancements. QOF Support: Assist with the achievement of QOF targets where appropriate. Patient Participation Group: Organise and record minutes for Patient Participation Group meetings, ensuring patient input into service development. Confidentiality and Security Data Protection: Ensure all patient information is kept confidential and secure, overseeing team adherence to GDPR and NHS policies to ensure compliance at all levels. Access Control: Manage access to patient records, ensuring only authorised personnel can access confidential information and maintaining security protocols. Policy Compliance: Ensure the practice complies with all relevant regulations, including GDPR, by monitoring and training staff accordingly. Health and Safety Policy Adherence: Oversee the implementation and adherence to Health & Safety policies, including ensuring the team promotes and maintains safety in line with practice guidelines. Personal Security Systems: Ensure that personal security systems are used effectively within the workplace, following practice security protocols. Risk Management: Identify risks in the reception and administrative areas, implementing strategies to mitigate these and reporting potential hazards to the Practice Management team. Training: Ensure that all team members receive necessary health and safety training and regularly update their knowledge. Infection Control: Ensure the team adheres to infection control protocols, maintaining a safe and tidy working environment. Equality, Diversity, and Rights Support for Equality and Diversity: Lead the team in supporting the equality, diversity, and rights of patients, carers, and colleagues. Rights Recognition: Ensure the team recognises and respects peoples rights in line with practice procedures, policies, and legislation. Respect for Privacy and Dignity: Ensure the team respects the privacy, dignity, needs, and beliefs of patients, carers, and colleagues. Welcoming and Non-judgmental Behaviour: Model and encourage a welcoming, non-judgmental approach, guiding the team to engage with patients and colleagues sensitively and empathetically. Quality Assurance and Improvement Alerting Team Members: Lead by example in addressing issues of quality or risk, encouraging the team to proactively report and address concerns. Self-Assessment: Encourage and assess individual and team performance, ensuring accountability for actions. Team Effectiveness: Foster a culture of reflection and continuous improvement within the team, proposing improvements based on feedback and performance reviews. Interagency Collaboration: Encourage collaboration with other agencies to meet patient needs and improve service delivery. Time Management: Effectively manage your own time and ensure the team balances workload and resources, particularly during peak times. Communication Team Communication: Maintain effective communication within the team, ensuring all members are informed about practice updates, procedures, and issues. Patient and Carer Communication: Oversee clear, professional, and empathetic communication between the team and patients. Alternative Communication Methods: Ensure your team is equipped to recognise and respond to patients needs for alternative communication methods. Job description Job responsibilities Purpose of the Role The Reception Manager is responsible for the effective management and leadership of the patient-facing administration team, including reception, phone, and duty PA teams. The role ensures all administrative and reception duties are carried out efficiently, while maintaining the highest standards of customer service. The Reception Manager will be instrumental in coordinating staffing, implementing new processes, and overseeing the delivery of excellent patient communication, both in person and through other channels. Additionally, the role includes responsibility for compliance with GDPR and supporting continuous improvements within the practice. Key objectives of the role include: Leadership: Oversee all patient-facing members of the admin team, ensuring high standards of customer service and effective communication. Call Monitoring and Coaching: Regularly listen to and review calls to ensure quality control, providing coaching and feedback to team members where necessary. Line Management: Conduct fortnightly one-to-one meetings with all team members, offering guidance, feedback, and development support. Patient Navigation Review: Continuously assess and optimise patient navigation processes to improve efficiency and enhance the patient experience. Data Analysis : Analyse phone data, appointment utilisation, and other key metrics to identify areas for improvement and implement changes as necessary. Rota Planning: Manage and maintain staff rotas, ensuring appropriate cover and effective scheduling of patient-facing staff. GDPR Compliance: Act as the GDPR Lead, ensuring that all patient data is handled in compliance with relevant legislation and practice policies. Process Improvement: Lead the potential future implementation of Total Triage or other patient management systems to streamline patient care pathways. Job Responsibilities Team Leadership and Line Management Team Oversight: Lead and manage all patient-facing administrative staff, ensuring high standards of customer service and alignment with practice objectives. Line Management: Conduct regular one-to-one meetings to provide guidance, performance feedback, and support professional development, ensuring all staff are up to date with mandatory training. Absence Management: Maintain accurate records of staff sickness, leave and overtime/toil for the Reception team. Staff Rotas: Manage and compile staff rotas, ensuring appropriate cover for all reception and administrative duties, particularly during periods of absence or leave. Staff Development: Identify training needs within the team and arrange or deliver training to enhance performance. Appraisals: Complete staff appraisals in a timely manner, providing constructive feedback and identifying areas for development. Temporary Staffing: Coordinate the provision of temporary reception and administrative staff as necessary to ensure service continuity. Patient Communication and Operational Support Patient Interaction: Oversee patient-facing activities, ensuring all interactions (in person or by phone) are handled efficiently and professionally. Patient Complaints: Provide initial guidance and support to patients wishing to raise verbal complaints, resolving issues effectively or escalating as required. Communication Channels: Manage patient communication across the practice (website, social media, etc.), ensuring information is current, accurate, and accessible. Process Improvement: Review and enhance patient navigation processes, identifying opportunities to streamline and improve the patient experience. Coaching Team Members: Coach team members to improve their patient interactions, providing guidance and feedback to ensure a positive and professional experience for patients in all forms of communication. Compliance and Data Management GDPR Compliance: Act as the GDPR Lead, ensuring secure handling of patient data in compliance with data protection laws and maintaining confidentiality. Data Analysis: Analyse data from phone systems, appointment utilisation, and other metrics to identify trends and inefficiencies, proposing solutions for improvement. Policy Review: Regular review and update of protocols and procedures, ensuring that the Admin Library in the Hub is kept up to date Process innovation : Developing, implementing and embedding efficient processes and procedures to adhere to extant legislation Operational Management Rota Coordination: Ensure sufficient cover for all reception and administrative duties by managing staff rotas and leave. Fire Safety: Act as the building fire marshal, ensuring evacuation lists are current and visitor logs are properly maintained. Reporting Support: Assist the management team in preparing reports and contributing to the practice development plan. Vaccination Campaigns: Assist in planning, coordinating, and executing the campaigns, ensuring effective communication, patient engagement, staff training, resource management, compliance, and monitoring to ensure successful outcomes and continuous improvement. Additional Responsibilities Deputy Responsibilities: Deputise for the Office Manager during periods of absence to ensure continuity of operations. Audit Participation: Participate in audits directed by the Governance and CQC Leads, contributing to the improvement of practice operations and service delivery. Friends and Family Test: Promote the use of the Friends and Family Test to gather patient feedback and drive improvements. Campaigns: Assist with practice campaigns such as Flu, RSV and Covid. Continuous Improvement: Champion a culture of continuous improvement within the team, encouraging staff to contribute suggestions for process enhancements. QOF Support: Assist with the achievement of QOF targets where appropriate. Patient Participation Group: Organise and record minutes for Patient Participation Group meetings, ensuring patient input into service development. Confidentiality and Security Data Protection: Ensure all patient information is kept confidential and secure, overseeing team adherence to GDPR and NHS policies to ensure compliance at all levels. Access Control: Manage access to patient records, ensuring only authorised personnel can access confidential information and maintaining security protocols. Policy Compliance: Ensure the practice complies with all relevant regulations, including GDPR, by monitoring and training staff accordingly. Health and Safety Policy Adherence: Oversee the implementation and adherence to Health & Safety policies, including ensuring the team promotes and maintains safety in line with practice guidelines. Personal Security Systems: Ensure that personal security systems are used effectively within the workplace, following practice security protocols. Risk Management: Identify risks in the reception and administrative areas, implementing strategies to mitigate these and reporting potential hazards to the Practice Management team. Training: Ensure that all team members receive necessary health and safety training and regularly update their knowledge. Infection Control: Ensure the team adheres to infection control protocols, maintaining a safe and tidy working environment. Equality, Diversity, and Rights Support for Equality and Diversity: Lead the team in supporting the equality, diversity, and rights of patients, carers, and colleagues. Rights Recognition: Ensure the team recognises and respects peoples rights in line with practice procedures, policies, and legislation. Respect for Privacy and Dignity: Ensure the team respects the privacy, dignity, needs, and beliefs of patients, carers, and colleagues. Welcoming and Non-judgmental Behaviour: Model and encourage a welcoming, non-judgmental approach, guiding the team to engage with patients and colleagues sensitively and empathetically. Quality Assurance and Improvement Alerting Team Members: Lead by example in addressing issues of quality or risk, encouraging the team to proactively report and address concerns. Self-Assessment: Encourage and assess individual and team performance, ensuring accountability for actions. Team Effectiveness: Foster a culture of reflection and continuous improvement within the team, proposing improvements based on feedback and performance reviews. Interagency Collaboration: Encourage collaboration with other agencies to meet patient needs and improve service delivery. Time Management: Effectively manage your own time and ensure the team balances workload and resources, particularly during peak times. Communication Team Communication: Maintain effective communication within the team, ensuring all members are informed about practice updates, procedures, and issues. Patient and Carer Communication: Oversee clear, professional, and empathetic communication between the team and patients. Alternative Communication Methods: Ensure your team is equipped to recognise and respond to patients needs for alternative communication methods. Person Specification Skills and personal qualities Essential Strong leadership and team management skills. Ability to motivate and develop staff. Excellent communication skills, both verbal and written, with the ability to liaise with patients, staff, and external agencies. High level of IT proficiency. Competent in the use of Office and Outlook. Clear, polite telephone manner. Strong organisational and time management skills, with the ability to manage competing priorities and deadlines. Knowledge of patient confidentiality and data protection legislation (e.g., GDPR). Good interpersonal skills. Polite and confident. Flexible and cooperative. Motivated. Forward thinker. High levels of integrity and loyalty. Sensitive and empathetic in distressing situations. Ability to work under pressure. Flexibility to work outside of core office hours. Desirable SystmOne Software Experience. Qualifications Essential Educated to A level or equivalent. GCSE Mathematics & English (C or above). Desirable NVQ Level 2 in Health and Social Care. Experience Essential Experience of working with the general public. Experience of administrative / receptionist duties. Experience of leading a team. Experience of managing or coordinating a customer service focused team. Experience of coaching and development of staff. Desirable Experience of working in a health care setting. Experience with rota management and staff scheduling. Experience of handling patient complaints. Experience in implementing process improvements. Person Specification Skills and personal qualities Essential Strong leadership and team management skills. Ability to motivate and develop staff. Excellent communication skills, both verbal and written, with the ability to liaise with patients, staff, and external agencies. High level of IT proficiency. Competent in the use of Office and Outlook. Clear, polite telephone manner. Strong organisational and time management skills, with the ability to manage competing priorities and deadlines. Knowledge of patient confidentiality and data protection legislation (e.g., GDPR). Good interpersonal skills. Polite and confident. Flexible and cooperative. Motivated. Forward thinker. High levels of integrity and loyalty. Sensitive and empathetic in distressing situations. Ability to work under pressure. Flexibility to work outside of core office hours. Desirable SystmOne Software Experience. Qualifications Essential Educated to A level or equivalent. GCSE Mathematics & English (C or above). Desirable NVQ Level 2 in Health and Social Care. Experience Essential Experience of working with the general public. Experience of administrative / receptionist duties. Experience of leading a team. Experience of managing or coordinating a customer service focused team. Experience of coaching and development of staff. Desirable Experience of working in a health care setting. Experience with rota management and staff scheduling. Experience of handling patient complaints. Experience in implementing process improvements. 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 Sid Valley Practice Address Beacon Medical Centre Sedemuda Road Sidmouth Devon EX10 9YA Employer's website https://www.sidvalleypractice.nhs.uk/ (Opens in a new tab)