A fantastic opportunity has arisen for a full time Reception Manager to join our welcoming team at the Tean Surgery & Blythe Bridge Primary Care Centre. We are a GP Surgery based across 2 sites in the Moorlands Rural PCN group. Our practice list is currently approx. 6,000 patients.
We are looking for a caring and enthusiastic applicant to join our well established team.
The vacancy is for 37 hours, worked over 5 days. Working hours are between 8am - 6pm weekdays. Cover for an extended access clinic done in the evenings and one Saturday every 6 weeks is done on a rota basis with all other staff.
Main duties of the job
1. Administer the systems for annual leave, sickness absence, TOIL and overtime.
2. Oversee the reception team in line with practice HR policies, protocols and service standards.
3. Authorise and arrange staff overtime to meet gaps in staff rotas.
4. Identify, organise and deliver training identified from staff personal development objectives.
5. Co-ordinate the induction and training of reception staff.
6. Organise and host meetings with the reception team, preparing agendas and distributing minutes/action points from these meetings.
7. Co-ordinate reception duties and weekly staff rotas to ensure the provision of a safe, effective service.
8. Ensure that existing reception and administrative systems are functioning efficiently and monitor these systems, making suggestions for improvement.
9. Provide support and guidance to the reception team.
10. Oversee that all reception workflows are kept up to date and processed correctly and in a timely manner.
11. Ensure that the registration processes for new patients (including the provision of appropriate information to patients) is regularly reviewed.
12. Provide cover for the Prescription Clerk, maintaining knowledge and understanding of the process.
13. Ensure staff are trained to deliver excellent customer service, managed with regular training and monitoring.
14. Manage informal patient complaints received directly from the patient, ensuring the Practice Manager is briefed.
About us
We are a GP surgery based across two sites in Tean and Blythe Bridge. Our practice list is currently approx. 6,000 patients. We have 3 GP Partners, 1 Salaried GP, 2 Practice Nurses, 1 Health Care Assistant, and a strong well established administration/reception team of 8, along with a Finance Manager, Assistant Practice Manager and a Practice Manager.
Job Responsibilities
1. Staff Management: Administer the systems for annual leave, sickness absence, TOIL and overtime, and maintain appropriate records ensuring accurate information is submitted in time for payroll.
2. Oversee the reception team in line with practice HR policies, protocols and service standards.
3. Manage and record holiday absences for all reception staff and organise appropriate holiday cover for staff.
4. Authorise and arrange staff overtime to meet gaps in staff rotas and agreed increases in activity/work load.
5. Undertake 6 monthly one to one meetings with staff to review their development objectives, performance and any other work based issues.
6. Identify, organise and deliver training identified from staff personal development objectives.
7. Co-ordinate the induction and training of reception staff.
8. Organise and host meetings with the reception team, preparing agendas and distributing minutes/action points from these meetings.
1. Reception Team: Co-ordinate reception duties and weekly staff rotas to ensure the provision of a safe, effective service.
2. Ensure that existing reception and administrative systems are functioning efficiently and monitor these systems, making suggestions for improvement.
3. Provide support and guidance to the reception team.
4. Oversee that all reception workflows are kept up to date and processed correctly and in a timely manner.
5. Ensure that the registration processes for new patients (including the provision of appropriate information to patients) is regularly reviewed.
6. Provide cover for the Prescription Clerk, maintaining knowledge and understanding of the process.
7. Ensure patient satisfaction is maintained at every opportunity and provide opportunities for regular feedback including the implementation of patient surveys. Ensure staff are trained to deliver excellent customer service, managed with regular training and monitoring.
8. Manage informal patient complaints received directly from the patient, ensuring the Practice Manager is briefed.
9. Cascade upwards, without delay, any unresolved informal complaints or complaints which require formal documentation and carry out any request for investigation in a timely manner.
10. Ensure that the notice boards in the waiting areas are kept up to date and that a regular rotation of appropriate displays takes place during the year.
11. Lead on patient online services and NHS app.
12. Management of patient text messaging service, e.g. reminders & DNAs.
13. Oversee the financial probity of private patient fees received in reception, recording receipts for monies received daily.
14. Organise purchase of refreshments for the surgery.
Health & Safety
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures. This will include:
1. Fulfil the role of Fire Marshall including responsibility for carrying out monthly planned fire alarm testing and ad-hoc unplanned fire drills.
2. Ensure that safe working practices are followed in respect of COSHH and other Risk Assessment control measures. Follow Health & Safety policies and guidelines, reporting incidents using appropriate reporting systems.
3. Monitor work areas and practices to ensure they are safe and free from hazards and carry out periodic inspections to ensure buildings are safe and well maintained, providing a written report and liaise with the Practice Manager to resolve problems.
4. Liaise with staff to ensure any required assessments are made (e.g. Display Screen Equipment, Eyesight Tests for Computer use, Occupational Health assessments) and any required actions are carried out or reasonable adjustments are made (e.g. for disabled staff).
Confidentiality:
1. 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.
2. 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.
3. 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.
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
1. Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
2. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
3. Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development:
1. The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
2. Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
3. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality
1. Alert other team members to issues of quality and risk.
2. Assess own performance and take accountability for own actions, either directly or under supervision.
3. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance.
4. Work effectively with individuals in other agencies to meet patients needs.
5. Effectively manage own time, workload and resources.
Communication:
1. Communicate effectively with other team members.
2. Communicate effectively with patients and carers.
3. Recognize people's needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services:
1. Apply practice policies, standards and guidance.
2. Discuss with other members of the team how the policies, standards and guidelines will affect own work.
3. Participate in audit where appropriate.
The above list of duties should not be regarded as definitive as they may be reviewed from time to time to take account of changing circumstances. Also, tasks and duties may be extended or redistributed amongst the practice team as necessary and cooperation should not be unreasonably withheld.
Person Specification
Experience
* At least 1 year experience of managing or supervising staff.
* Experience of giving feedback and training to improve staff performance.
* Experience working in General Practice, Public Sector or Healthcare Environment.
* Experience of using a clinical system EMIS.
* Experience of management of staff within General Practice.
* Ability to communicate with patients, staff and other professionals.
* Good verbal, presentation and written skills and ability to communicate concisely and effectively.
* A motivational, proactive and problem solving approach.
* Excellent organisational skills and be able to work to deadlines.
* Commitment, determination and resilience.
* Able to act professionally at all times.
* Ability to deal with personal information sensitively and respect people's right to strict confidentiality.
* Ability to work on your own initiative.
Qualifications
* NVQ Level 3 or equivalent level of skills, knowledge and experience.
* Good standard of grammar and spelling in the English language.
* Excellent ICT skills, including familiarity with Microsoft Office software, particularly Excel, and previous experience of working with databases.
* Knowledge of Reception procedures and experience to deal with non-routine requests and issues.
* Training or qualifications in 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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