Job summary The Reception Manager is responsible for the effective management, leadership and development of our dedicated and hardworking reception team. To ensure that all reception and administrative duties are carried out efficiently to deliver the highest quality service to patients. The Reception Manager will be instrumental in coordinating staffing, absence monitoring, recruitment and training of new receptionists, implementing new processes, following policies and introducing continuous improvements within the practice.To assist the Practice Manager in the smooth running of the practice and deputising in the Practice Managers absence as required. Previous managerial experience within the NHS, GP surgery or medical environment is essential. Main duties of the job To assist the Practice Manager in the smooth running of the practice. Supervising day to day activity, supporting the running of key procedures and deputising in the Practice Managers absence as required. To be responsible for the supervision of all Reception / Administration staff, completion of all associated functions and adherence to the appropriate procedures, governance and timescales. To support the Partners and clinical staff in the implementation of their duties, seeking to promote excellent patient care at all times. To be the point of reference for complex patient queries, patient concerns and administrative queries. About us Arden Medical Centre was established in September 1999 and moved to its present location in Downing Close in 2004. We are a small, friendly GP practice covering the B93 postcode area. Our aim as a medical centre is to provide our patients with a friendly, efficient and professional standard of medical care. Date posted 13 February 2025 Pay scheme Other Salary Depending on experience Contract Permanent Working pattern Part-time, Flexible working Reference number A4334-25-0000 Job locations Downing Close Station Road Knowle B93 0QA Job description Job responsibilities Main duties Manage and lead Reception and Administration staff providing guidance and direction to deliver an effective, efficient and high quality reception service, supporting development and ensuring practice objectives and policies are adhered to. Compile and monitor staff rotas to ensure adequate cover on reception and respond promptly to any unplanned absences being prepared to provide last minute cover. Oversee and prioritise all reception work such as tasks, scanning, coding, recalls, registrations, summarising and all other administrative duties. Monitor reception systems to ensure they are functioning effectively and introduce appropriate improvements for the smooth running of the team and disseminate information to the whole practice in relation to any changes. Have a full understanding of the clinical appointment system, including setting up & inputting clinicians rotas onto SystmOne and overseeing any alterations including cancellation of any surgeries to make alternative arrangements and contacting locums. Maintain confidentiality when having access to information relating to patients or staff members or running of the practice. Monitor staff training and development ensuring staff are up to date with mandatory training. Assisting the Practice Manager with recruitment, selection and induction of reception and administrative staff and providing any necessary training. Undertake probation reports, annual appraisals and personal development reviews for the reception and administration team. Have a clear understanding of the telephone systems and updating the answer message scripts to reflect any changes including any bank holiday opening hours. Assist the Practice Manager with practice audits and contribute to continuous improvement. Log and monitor annual leave and sickness absences and look after staff welfare. Responsibility for monitoring patient DNAs and contacting patients in accordance with practice policy. Assisting the Practice Manager to achieve QOF standards and targets. Take a proactive role in dealing with informal complaints and taking responsibility for investigating and responding to more complex formal or complaints within set timeframes and in liaison with the Practice Manager or GP partners. Effectively manage own time, workload and resources. Assess own performance and take accountability for agreeing priorities, timelines and delivery during times of high workload. Deal with more complex enquires from patients and deputise for Practice Manager. Organise and co-ordinate any specialist clinics e.g. flu & Covid vaccinations. Promoting and maintaining own and others health, safety and security. Support the equality, diversity and rights of patients, carers and colleagues recognising and implementing peoples needs for alternative methods of communication. Undertake any other additional duties appropriate to the post as requested by the Partners and/or the Practice Manager. Job description Job responsibilities Main duties Manage and lead Reception and Administration staff providing guidance and direction to deliver an effective, efficient and high quality reception service, supporting development and ensuring practice objectives and policies are adhered to. Compile and monitor staff rotas to ensure adequate cover on reception and respond promptly to any unplanned absences being prepared to provide last minute cover. Oversee and prioritise all reception work such as tasks, scanning, coding, recalls, registrations, summarising and all other administrative duties. Monitor reception systems to ensure they are functioning effectively and introduce appropriate improvements for the smooth running of the team and disseminate information to the whole practice in relation to any changes. Have a full understanding of the clinical appointment system, including setting up & inputting clinicians rotas onto SystmOne and overseeing any alterations including cancellation of any surgeries to make alternative arrangements and contacting locums. Maintain confidentiality when having access to information relating to patients or staff members or running of the practice. Monitor staff training and development ensuring staff are up to date with mandatory training. Assisting the Practice Manager with recruitment, selection and induction of reception and administrative staff and providing any necessary training. Undertake probation reports, annual appraisals and personal development reviews for the reception and administration team. Have a clear understanding of the telephone systems and updating the answer message scripts to reflect any changes including any bank holiday opening hours. Assist the Practice Manager with practice audits and contribute to continuous improvement. Log and monitor annual leave and sickness absences and look after staff welfare. Responsibility for monitoring patient DNAs and contacting patients in accordance with practice policy. Assisting the Practice Manager to achieve QOF standards and targets. Take a proactive role in dealing with informal complaints and taking responsibility for investigating and responding to more complex formal or complaints within set timeframes and in liaison with the Practice Manager or GP partners. Effectively manage own time, workload and resources. Assess own performance and take accountability for agreeing priorities, timelines and delivery during times of high workload. Deal with more complex enquires from patients and deputise for Practice Manager. Organise and co-ordinate any specialist clinics e.g. flu & Covid vaccinations. Promoting and maintaining own and others health, safety and security. Support the equality, diversity and rights of patients, carers and colleagues recognising and implementing peoples needs for alternative methods of communication. Undertake any other additional duties appropriate to the post as requested by the Partners and/or the Practice Manager. Person Specification Qualifications Essential Experience of management of staff within working in General Practice, Public Sector or a Healthcare Environment. A strong track record of leading teams. A proactive work ethic with a positive and flexible attitude with the ability to manage multiple priorities in a fast-paced environment. Experience of giving feedback and training to improve staff performance. Extensive knowledge of using a clinical system. Excellent interpersonal and communication skills with an exceptional command of written English and the ability to draft correspondence. Proven experience of managing difficult patient/staff conversations. An approachable, calm and reliable individual who thrives in a team environment and can maintain composure under pressure. Proficient in rota management and staff scheduling. Excellent time keeping and flexible approach to manage changing priorities and schedules. Desirable SystmOne and Ardens knowledge Leadership and/or management qualification Experience Essential Experience of management of staff within working in General Practice, Public Sector or a Healthcare Environment. A strong track record of leading teams. Desirable Experience of working in primary care. Experience of working in a GP practice. Person Specification Qualifications Essential Experience of management of staff within working in General Practice, Public Sector or a Healthcare Environment. A strong track record of leading teams. A proactive work ethic with a positive and flexible attitude with the ability to manage multiple priorities in a fast-paced environment. Experience of giving feedback and training to improve staff performance. Extensive knowledge of using a clinical system. Excellent interpersonal and communication skills with an exceptional command of written English and the ability to draft correspondence. Proven experience of managing difficult patient/staff conversations. An approachable, calm and reliable individual who thrives in a team environment and can maintain composure under pressure. Proficient in rota management and staff scheduling. Excellent time keeping and flexible approach to manage changing priorities and schedules. Desirable SystmOne and Ardens knowledge Leadership and/or management qualification Experience Essential Experience of management of staff within working in General Practice, Public Sector or a Healthcare Environment. A strong track record of leading teams. Desirable Experience of working in primary care. Experience of working in a GP practice. 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 Arden Medical Centre Address Downing Close Station Road Knowle B93 0QA Employer's website https://ardenmedicalcentre.co.uk/ (Opens in a new tab)