The reception manager will be responsible for leading and managing the reception team across our 3 sites. Ensuring that a high-quality service is delivered to our patients by ensuring efficiency whilst supervising, supporting and motivating the team. Our aim is to provide a patient focused, inclusive and transparent service, where all patients and staff are valued. You will need to be flexible and able to work at all 3 sites within Bishops Stortford. You must be computer literate with previous experience of using Microsoft software. Being Systm one trained would be desirable but not essential. This is a patient facing role so you will need to have excellent communication/customer service skills. You will need to have previous management experience ideally within healthcare. Full training would be given to the successful candidate. AREAS OF RESPONSIBILITY Access Review the weekly appointment schedule with the reception team leader to ensure the reception staffing levels are correct. Take guidance from the access team when changing or unblocking appointment slots. Organise any cancellations of patients appointments when directed by the access team. Organise any changes to the daily appointment schedule when directed by the access team. Update appointments system for duty changes when Directed by the access team. Patient services Have a good understanding of Equality and Diversity. Always ensure an exceptional level of customer service and patient care across the reception team. Deal with reception complaints in the first instance in accordance with Practice Complaints Procedure and evaluate suggestions, discuss complaints with the operations manager. Employed staff Provide induction training alongside the trainer and ongoing review and monitor job performance dealing appropriately with poor performance, retraining and reassessing Reception rotas, availability, changes ensuring all sites have a safe level of reception cover at all times. Authorise annual leave/overtime/toil on teamnet. Document sickness on teamnet and understand the Bradford score Meet with reception staff to discuss sickness. Supervise staff at all sites Organise regular 1-1s and yearly appraisals for all reception staff. Ensure practice policies are followed, and accurate records are kept with reference to: appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths. Liaise with the management team concerning staffing and organisation of work Liaise with other members of the primary health care team, outside agencies etc Fire Protocols to compile and ensure all staff adhere to them Ensure strict confidentiality in all aspects of reception Ensure all staff understand access to medical records Ensure all staff complete Mandatory training as required. Be responsible for correct recording and deductions from petty cash Be responsible for correct recording and safe keeping of cash for private income Be responsible for the card machines at all sites including training for all staff Ensure all cash is correctly accounted for, safely kept in a locked draw ready for the Operations Manager or GP assistant to bank. Work closely with the reception team leader having regular meetings. Escalate any incidents or problems to the Operations Manager/Partners/HR Be able support the reception staff in any difficult situations. Be aware of the Prescribing policys and be able to re issue prescriptions and support the reception staff with prescribing. Administration Chair and organise monthly reception meetings Ensure supplies for receptions at all sites are adequate Information Technology Develop a full understanding of appointment system Develop a working knowledge of all software and hardware Be able to train the trainer and staff in use of the clinical system Develop a full understanding of eConsult (or any future online consultation tools) and be able to train the trainer and other staff Premises Have a clear understanding of telephone systems, daytime and out of hours Report any Maintenance issues to the Operations Manager Assist with remodelling and room moves as required Understand security systems alarms etc. at all sites Ensure tidy uncluttered work areas Information Ensure communication systems are running smoothly, doctors and reception staff are kept fully informed of changes in procedures Assist with upkeep of Practice Procedures Manual Manage the internal and external post boxes at each site Act as a central source of information Management of waiting rooms and information to patients at all sites Once monthly attend the Monday morning management meeting. Other Tasks Health and Safety Report any Health and Safety issues to the Operations Manager. You are requested to be flexible with days and hours of work to ensure full performance of your duties.