Cowley Road Medical Practice, a bustling and vibrant GP Practice in Oxford, are looking for an enthusiastic Reception Team Manager to lead our friendly and excellent Reception team of eight people.
The Practice's current list size is around 12,000 patients and we are part of City East Oxford Primary Care Network, working closely with Bartlemas Surgery and St Clements Surgery.
The successful candidate will have hands-on responsibility for all patient led activity within the practice. They will require the vision, willingness and drive to adapt and assist in leading the Practice forward.
We are open to applicants looking to work Full Time or Part Time hours from Monday to Friday.
The position is permanent, and we are offering:
· a competitive salary
- A paid 30-minute lunch break per day
- NHS Pension
- 5 weeks annual leave (plus bank holidays)
- Free Car Parking
Applicants should enjoy working in a vibrant environment, be a proven Team Leader, have excellent organisational traits and have good IT skills.
They must be able to provide excellent customer service to our patients and possess the ability to manage their Team and prioritise a busy/varied workload.
Common sense, flexibility, compassion and a "can do" approach are essential for this position.The selected applicant will possess previous management experience, leadership skills, and be an excellent communicator. NHS management experience would be considered an advantage.
The successful candidate will work as a member of a cohesive team consisting of General Practitioners, Practice Nurses and Administrative staff to support the delivery of high-quality care.
Responsible for undertaking a wide range of Leadership, Customer Services, administrative duties and the provision of administrative support to the multidisciplinary team.
Main Duties
The following are the core responsibilities of the Reception Team 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.
1. Management, Planning and Organisational
· Monitor and evaluate the Reception Team, supporting them with training and development
· Manage and produce the non-clinical rotas
· Contribute to practice strategy, formulate objectives and develop ideas for future practice development
· Work with the Senior Management Team to continuously develop and improve the service
· Contribute to the development, updating and implementation of practice protocols and policies
· Contribute to the maintenance of practice premises working alongside the Practice Manager and Estates company
2. HR and Performance
· Oversee the recruitment and retention of the Reception Team
· Carry out 1-2-1s and Appraisals with the Reception Team
· Monitor skill-mix and deployment of the Reception Team
· Contribute to the achievement of practice targets such as QOF & IIF.
· Develop and contribute to change and continuous improvement initiatives
· Assist with providing a monthly performance report with the Practice Manager
· Organise and chair a weekly Team meeting including providing relevant documentation (i.e. agenda and minutes)
3. Patient care
· Routinely monitor and assess practice performance against patient access and demand management
· Contribute to the management of patient complaints, including investigation and response
· Support the Practice Manager with engagement with patient participation group and attend meetings
· Ensuring the waiting room is sharing appropriate information to patients
· Strive to ensure the practice delivers excellent patient care
4. Reception and Admin duties
· Greet all patients in a friendly, courteous and welcoming manner, whether face to face or by telephone.
· Undertake Admin tasks appropriate to the role
· Ensure the efficient running of the practice computer system, carrying out searches, audits and recalls as required.
· the processing of information (electronic and hard copy) in a timely manner.
· Monitor and action incoming emails.
· Arrange the collection and dispatch of patients notes as required.
· Report faults to the software supplier and/or appropriate IT support desk, and track progress.
· Ensure accurate and efficient use of the computerised appointment system and monitor flow of patients into consulting and treatment rooms.
· Respond to requests from clinicians (e.g. for files, telephone calls, refreshments) in a timely and friendly manner.
· Typing letters, reports and associated documentation as required.
· Respond to queries and requests for assistance from patients and other visitors, ensuring that any urgent or serious medical problems are given priority.
· Receive requests for prescriptions from patients and deal with these in accord with the practice policy.
· Ensure Repeat Prescriptions and Queries are dealt with each morning.
· Ensure reception and waiting areas are kept neat and tidy.
5. Management of appointment systems.
· Book appointments and recalls taking note of the Practice policy
· Monitor effectiveness of the system and report any problems or variations required.
6. Management of medical records.
· Assist with the accurate input of data to the clinical and document management systems.
· Scanning of patient related documentation and attaching scanned documents to patients’ healthcare records.
· Arrange retrieval and re-filing of records as required. Ensure records are kept neat and tidy and in good repair.
· Inputting data into the patients’ healthcare records as necessary.
· Clinically coding data on EMIS.
· Ensure correspondence, reports, results etc. are opened promptly, date stamped and passed to the relevant staff.
7. Operation of telephone system.
· Receive and make calls as required, answering the phone within the surgery policy. Divert calls and take messages as appropriate.
· Ensure that system is operational at the beginning of each day and switched over to night service at the end of each day.
8. Any other delegated procedures appropriate to the post.
· This job description covers the main duties that the post holder is expected to undertake. These duties may be revised from time to time.
· This post is subject to a 6-month Probationary Period, receipt of 2 satisfactory References and a satisfactory Disclosure and Barring Service (DBS) check.
Organisation Overview
Cowley Road Medical Practice is a GP Practice providing various NHS Community and Primary Care Clinical services to patients in Oxford.
We are a vibrant, forward-thinking GP practice that places the care of both our patients and staff at the core of everything we do. Our close-knit team fosters a warm, friendly, and compassionate environment, creating a space where everyone feels valued. Serving a diverse community of over 12,000 patients, our dedicated GPs, nurses, pharmacist, healthcare assistants (HCAs) and administrative staff work together to provide outstanding care. Every day, our team goes above and beyond to support and improve the health and well-being of the community we are proud to serve.
Cowley Road Medical Practice is supported by Principle Medical Ltd (PML).
PML is a successful not-for-profit, GP-led organisation providing various NHS community and primary care clinical services to patients across Oxfordshire and Northamptonshire. We have evolved as a NHS healthcare provider since 2004 and in the last few years have grown significantly, now employing around 300 staff with a turnover of circa £16m. PML holds GMS contracts, as well as being a GP Federation representing circa 50 GP practices covering approximately 650,000 patients.
We welcome applicants from a diverse range of backgrounds and circumstances and people with protected characteristics under the Equality Act 2010
Pay: £14.83 per hour
Benefits:
- Free parking
- On-site parking
- Sick pay
Work Location: In person
