Job Summary
We are seeking an experienced and dedicated Patient Services and Reception Manager to join our dynamic team at our GP Practice. This pivotal role is essential in ensuring the highest standards of patient care and service delivery, providing a welcoming and efficient environment for our patients.
As the Patient Services and Reception Manager, you will lead a team of receptionists and administrative staff, overseeing daily patient-facing operations to enhance patient experiences from the moment they enter our practice. You will be responsible for managing appointment scheduling, handling patient inquiries, and ensuring smooth communication between patients and healthcare professionals. Your leadership will foster a culture of exceptional service, ensuring that members of the team understand the importance of empathy, professionalism, and confidentiality.
In this role, you will implement and maintain best practices in patient management, compliance, and data protection while utilising technologies to streamline processes. You will work closely with management to identify areas for improvement, develop training, and promote a positive workplace environment.
We are looking for an individual with strong leadership skills, excellent communication abilities, and a commitment to patient-centred care. If you are passionate about improving patient experiences and driving operational efficiency in healthcare, we invite you to join our team and make a meaningful impact in our community.
Main Duties of the Job
Management
* Line management of the reception team including protected 121 and appraisal time.
* Manage the rota for the team, ensuring adequate cover at all times.
* Participation in line managers meetings, contributing to decision making and planning for the practice.
* Coach team members and maintain development plans.
* Maintain an annual plan for the reception team priorities and development.
* Ensure policies and processes are up to date.
Customer Service
* Role-model caring and effective customer service in the practice.
* Prioritise workload to support the consistent provision of good customer service to all patients.
* Contribute to the cover and coaching for telephone and front desk cover.
* Escalate issues relating to workload or quality to the Practice Manager or GP.
* Ensure accurate and clear communication with patients.
* Discuss minor concerns or complaints with patients, in line with practice policy and escalating to the Practice Manager as appropriate.
Clinical System
* Monitor all available appointments on the clinical rotas.
* Be the back-up for the monitoring and assigning of unassigned tasks.
* Audit the appointment lists, sharing learning points with the reception and triage teams as appropriate.
Person Specification
Experience Essential:
* Experience in a managerial role in a GP practice.
Qualifications Essential:
* GCSE grades A to C in English and Maths or equivalent.
Desirable:
* IT qualifications.
* Management and leadership qualifications.
This job description should be seen as being indicative of the range of duties to be performed. The post holder may be required to carry out other tasks, as and when required.
The role is covered by a dress code policy and no smoking is permitted within the building or on the practice premises, including the car park.
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