Key areas of job description Organisational: Manage the front of house operations of the practice to ensure smooth, efficient operation of the practice including: reception, telephone hub, room availability, general administration, patient care and services Managing the reception and GP rotas on S1 including weekly reviews and status reporting to the Patient Services Manager Use the telephone software to profile call volumes and staffing levels, working with staff to reduce variation in how they deal with calls and how the team functions overall on calls Optimise patient care through embedding good working practices and raising opportunities to improve Support the PSM to resolve patient complaints in a timely and considerate manner, ensuring implementation of NHS complaints process at all times Work closely with the PSM provide support to the GPs and relevant clinicians depending on the area of work, including support for new GP registrars e.g. induction in the premises/people, organising SMART card activation Support the delivery of practice targets/measures where the reception role or premises plays a part in achievement e.g. QoF Work collaboratively and support both localities and the wider Affinity Care organisation Line Manager: Line management responsibility for the practices receptionists and Reception Team Leaders including induction, sickness absence management, return to work interviews, staff appraisals, performance management, training and development To provide competent, strong and supportive leadership of the team Improve the customer service function and help develop the role of the receptionist as a care navigator Provision of training to members of the reception team Development and maintenance of reception team rota including overseeing cover for holidays, sickness absences etc Management of SMART cards Premises Oversee the general premises maintenance including responsibility for repairs to all facilities and managing the day-to-day health & safety aspects. Oversee cleaning of premises, ensuring both practice and agency staff carry out their duties efficiently and effectively. Oversee the day-to-day security of premises paying particular attention to both staff and patient safety Teamwork Work as an effective and responsible team member, supporting other members of clinical and non-clinical staff in a flexible and approachable manner. Participate in team activities that create opportunities to improve patient care. Ensure clear understanding and utilisation of services and referral mechanisms and policies to meet patient need. Support Ongoing support and development will be provided to the postholder by the Patient Services Manager, along with support online management and people management by the Head of Human Resources.