Do you have experience managing and leading staff in a busy GP surgery?
We are looking for someone with excellent managerial and communication skills, who is a great team player with a can-do attitude to join our friendly and supportive team.
Any applicants should have experience of working in healthcare, preferably GP surgery experience and EMIS trained.
Reception is a front of house patient centred role: primarily booking appointments, care navigation, responding to queries and following up test results via telephone and face to face.
The role is 37.5 hours per week, Monday to Friday - worked over 5 days. Core hours are between 08:00 and 18:30 (with one evening opening until 20:00).
Applicants must be flexible to cover holidays and staff sickness as and when required.
Apply with your CV and covering letter.
Main duties of the job
Fir Park Medical Centre is a well-run GP practice passionate about providing the highest possible care to our patients.
The ideal candidate will be highly motivated and able to work under pressure to meet deadlines. You will need to be a confident, loyal, hard-working team player with excellent communication skills and a can-do approach to your work.
To lead, manage and develop the Reception team to deliver the highest quality service and support to patients and colleagues while meeting the goals and objectives of the practice. To implement agreed policies and consider the introduction of new services to ensure the quality and efficiency of the services we deliver.
To support the management team in promoting equality, diversity and inclusion, quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development, and to carry out other duties as directed by the management team.
The role provides line management to reception staff whilst also carrying out the fundamental duties of reception.
There is an expectation that the successful candidate will be the first point of contact for patient complaints relating to reception services.
About us
Fir Park Medical Centre is a busy GP practice in Widnes with approximately 12,000 registered patients. We are a training practice with 7 GPs, 2 ANPs, 2 Clinical Pharmacists, 4 Practice Nurses, a HCA, a GP Assistant, a Mental Health Practitioner, a Physician Associate and a Physiotherapist. We moved to purpose built new premises in November 2021.
The position qualifies for the NHS Pension Scheme.
Job responsibilities
The following are the core responsibilities of the Reception Manager. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
The Reception Manager is responsible for:
* Day-to-day supervision and support of reception health navigation staff.
* Ensuring all information is secure and confidentiality of information is always maintained.
* Overseeing the reception operations of the practice, ensuring staff achieve their primary responsibilities.
* Working with the Practice Manager and Deputy Practice Manager to line manage all reception staff, support staff development, provide guidance and direction and ensure staff are up to date with mandatory training.
* Completing staff appraisals as required.
* Responsibility for day-to-day sickness reporting and return to work interviews for the reception team.
* Identifying and delivering team training where required.
* Preparing the reception staff weekly rota in a timely manner, ensuring adequate cover across sites.
* Providing support and guidance to the Reception team during busy periods.
* Answering incoming phone calls, transferring calls or dealing with callers requests appropriately when needed.
* Inputting data into patients healthcare records as necessary.
* Assigning and monitoring online consultations as necessary.
* Reviewing and updating all reception policies and procedures as required.
* Supporting the management team in the compilation of practice reports and the practice development plan.
* Developing, implementing and embedding efficient office processes and procedures to adhere to extant legislation.
* Fostering a positive team environment and encouraging professional development.
* Holding regular minuted meetings with Reception staff as agreed with the Practice Manager/Deputy Practice Manager.
* Attending other team meetings as required.
* Providing initial guidance and advice to patients who wish to verbally complain.
* Acting as one of the building fire marshals, ensuring evacuation lists are current and that the visitors log is used appropriately.
Person Specification
Personal Skills
* Excellent communication skills (written and oral).
* Clear, polite telephone manner.
* Competent in the use of Office and Outlook.
* Ability to work as a team member and autonomously.
* Good interpersonal skills.
* Ability to work under pressure.
* Flexibility to work outside of core contracted hours.
Qualifications
* Experience of working in a healthcare environment.
* Evidence of a good general education (e.g. GCSE English and Maths A-C).
* Must have basic computer skills and willingness to learn and participate in new systems.
* Demonstrates basic numerical and English comprehension skills.
* Excellent organisational skills to manage own workload and assist team to operate service.
* Knowledge of EMIS system.
Analytical and Judgmental
* Able to make judgements based on own initiative within the scope of their own work.
* Ability to retrieve information from other departments.
* Ability to pay attention to detail where there are predictable interruptions to the work pattern.
Planning and Organisational
* Work effectively and flexibly as part of a team to meet the needs of the services.
* Ability to multi-task.
Experience
* Experience of working in a healthcare environment.
* Must have experience in dealing directly with customers / members of the public.
* Good listening skills with attention to detail.
* Experience of working in general practice as a GP receptionist or GP prescription clerk.
Communication and Relationship Skills
* Good communication skills both verbal and written.
* A flexible attitude to work.
* Covering for colleagues in their absence.
* Understand confidentiality and apply the principles in every day working practice.
* Ability to deal professionally with enquiries from staff, service users and stakeholders.
* Proven ability to communicate with all levels of users.
Physical Skills
* Experience of working with a range of Microsoft Office packages (e.g. Word, Excel and Outlook).
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.
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