Job Overview
We are seeking a professional and personable Reception Manager to oversee the front desk operations of our esteemed establishment. The successful candidate will be responsible for ensuring exceptional guest experiences, managing the reception team, and maintaining smooth administrative processes. This role offers an exciting opportunity for individuals with a passion for hospitality and guest services to contribute to a welcoming environment. The Reception Manager will play a pivotal role in upholding our organisation’s standards of excellence and ensuring guest satisfaction at all times.
Responsibilities
- Oversee the administration and support operations of the practice, ensuring staff achieve their primary responsibilities
- Line manages all administrative staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
- Maintain the highest levels of confidentiality due to the nature of the role and with being exposed to a greater level of confidential material and data
- Update the appointment system for all clinicians on a weekly basis
- Complete staff appraisals as required
- Identify and deliver team training where required
- Compile administration staff rotas
- Process personal, telephone and e-requests for appointments
- Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
- Signpost patients to the correct service
- Initial contact with and responding to, requests from patients, team members and external agencies
- Read code data on EMIS Web
- Data entry of new and temporary registrations and relevant patient information as required
- Input data into patient’s healthcare records as necessary
- Manage all queries as necessary in an efficient manner
- Carry out system searches as requested
- Review and update all administrative and reception policies and procedures as required
- Support the management team in the compilation of practice reports and the practice development plan
- Develop, implement and embed efficient office processes and procedures to adhere to extant legislation
- Act as a focal point for the practice, managing requests from external organisations such as the local police, solicitors, DVLA and other agencies
- Coordinate the provision of reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences
- Approved absences for reception staff.
- Provide initial guidance and advice to patients who wish to verbally complain, and ensure that the administration team is fully conversant with the complaints procedure
- Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
- Be instrumental in ensuring that both Enhanced Service and QOF achievements have been maximised
- Be an integral part of the general practice team
- Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on Safeguarding Adults and Safeguarding Children
- Support in the delivery of enhanced services and other service requirements
- Undertake all mandatory training and induction programmes
- Contribute to and embrace the spectrum of clinical governance
- Maintain a clean, tidy, effective working area at all times
- Attend a formal appraisal with their manager at least every 12 months. Once a performance/training objective has been set, progress will be reviewed on a regular basis so that new objectives can be agreed
- Coordinate and produce meeting agendas and record the minutes of meetings
- Support the Practice Manager in the maintenance of the practice social media accounts
- Champion continuous improvement, encouraging staff to participate and make suggestions for CI initiatives
- Coordinate and attend the Patient Participation Group meetings
- Participate in any audits as directed
- Attend and actively participate in practice management meetings
- Attend any external meetings pertinent to this role
- Support and participate in shared learning
Qualifications
- A good standard of education, with an expectation of having both GCSE Maths and English at Grade C or above, or Functional Skills Level 2 in Maths and English
Experience
- Experience of working with the general public
- Experience of administrative duties
- Experience of leading/managing a team
- Experience of working in a healthcare setting
- Experience of successfully developing and implementing projects
- Experience of providing appraisal writing and staff development
- Experience of working on EMIS Web
Knowledge and Skills
- Excellent communication skills (written and oral)
- Competent in the use of MS Office and Outlook
- Problem solver with the ability to process information accurately and effectively, interpreting data as required
- Ability to use own initiative, discretion, and sensitivity
- Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity
- Ability to work as a team member and autonomously
- Sensitive and empathetic in distressing situations
- Experience of performance management, including appraisal writing, staff development and disciplinary procedures
- Ability to exploit and negotiate opportunities to enhance service delivery
- Strategic thinker with a solutions-focused approach
- Effective time management (planning and organising)
- Good organisational skills
- Ability to effectively utilise resources
- Punctual and committed to supporting the team effort
- High levels of integrity and loyalty
- Ability to network and build relationships
- Flexible, cooperative and motivated
- Confident, assertive and resilient
- Ability to drive and deliver change effectively
- Ability to use initiative and judgement
- Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions
- Understanding of safeguarding adults and children
- Proven problem-solving and analytical skills
- Demonstrate personal accountability, emotional resilience and the ability to work well under pressure
- Ability to work to key policies and procedures
Pay: £14.50 per hour
Benefits:
Experience:
- Working in General Practice: 1 year (required)
- Management : 1 year (preferred)
Work Location: In person
