This is a patient-facing role, so you will need to have excellent communication and customer service skills. You will need to have previous management experience, ideally within healthcare.
Full training would be given to the successful candidate.
Main Duties of the Job
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 the Practice Complaints Procedure and evaluate suggestions, discussing complaints with the operations manager.
Provide induction training alongside the trainer and ongoing review and monitor job performance, dealing appropriately with poor performance, retraining, and reassessing.
Manage reception rotas, availability, and changes, ensuring all sites have a safe level of reception cover at all times.
Authorize annual leave/overtime/toil on teamnet.
Document sickness on teamnet and understand the Bradford score.
Supervise staff at all sites.
Organize 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 organization of work.
Support the reception staff in any difficult situations.
Chair and organize monthly reception meetings.
About Us
At South Street Surgery, we provide services for about 24,000 patients and work closely with other local practices in Stort Valley and Villages PCN to develop our vision for the future of Primary Care Services in this area.
We have an Investors in People Award and are committed to supporting and developing our diverse team. We have many years of experience and a strong reputation for teaching and training a wide range of staff and ensuring they reach their potential.
Bishops Stortford is a thriving town, with excellent schools and facilities. We are in easy reach of London and Cambridge.
We are looking for a candidate who is passionate about developing their career in General Practice further.
Job Responsibilities
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 SystmOne trained would be desirable but not essential.
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.
* Organize any cancellations of patients' appointments when directed by the access team.
* Update the 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 the Practice Complaints Procedure and evaluate suggestions, discussing complaints with the operations manager.
Provide induction training alongside the trainer and ongoing review and monitor job performance, dealing appropriately with poor performance, retraining, and reassessing.
Manage reception rotas, availability, and changes, ensuring all sites have a safe level of reception cover at all times.
Authorize annual leave/overtime/toil on teamnet.
Document sickness on teamnet and understand the Bradford score.
Supervise staff at all sites.
Organize 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 organization of work.
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 drawer 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 aware of the prescribing policies and be able to reissue prescriptions and support the reception staff with prescribing.
Administration:
Chair and organize monthly reception meetings.
Ensure supplies for receptions at all sites are adequate.
Information Technology:
Develop a full understanding of the appointment system.
Develop a working knowledge of all software and hardware.
Be able to train the trainer and staff in the 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 the upkeep of the Practice Procedures Manual.
Manage the internal and external post boxes at each site.
Act as a central source of information.
Manage 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.
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