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
1. Leadership: Oversee all patient-facing members of the admin team, ensuring high standards of customer service and effective communication.
2. Call Monitoring and Coaching: Regularly listen to and review calls to ensure quality control, providing coaching and feedback to team members where necessary.
3. Line Management: Conduct fortnightly one-to-one meetings with all team members, offering guidance, feedback, and development support.
4. Patient Navigation Review: Continuously assess and optimise patient navigation processes to improve efficiency and enhance the patient experience.
5. Data Analysis: Analyse phone data, appointment utilisation, and other key metrics to identify areas for improvement and implement changes as necessary.
6. Rota Planning: Manage and maintain staff rotas, ensuring appropriate cover and effective scheduling of patient-facing staff.
7. GDPR Compliance: Act as the GDPR Lead, ensuring that all patient data is handled in compliance with relevant legislation and practice policies.
8. 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.
Person Specification
Skills and personal qualities
* 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.
* SystmOne Software Experience.
Qualifications
* Educated to A level or equivalent.
* GCSE Mathematics & English (C or above).
* NVQ Level 2 in Health and Social Care.
Experience
* 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.
* 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.
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