Reception Manager inBarrow-in-furness inBarrow-in-furness PUBLISHED
WED 20 NOV 2024
Abbey Road Surgery rcisOevQ
The Reception Manager will also maintain health and safety standards in the reception area, manage internal communication through meetings and documentation, and act as a point of contact for external organisations. Additional duties include overseeing patient registration processes, managing the practice's communication systems, and ensuring the efficient operation of reception workflows. The role demands a compassionate leader focused on team welfare and the delivery of exceptional customer service.
We are a well-established and highly respected GP practice, operating from purpose built bright modern premises, providing care to 6,700 patients in Barrow-in-Furness.
Due to retirement of our current Reception Manager we are looking for an experienced Manager with excellent interpersonal and leadership skills, who is team focussed, compassionate and will foster excellent team-working and share our values and ethos.
This is a full-time position.
The post holder is responsible for providing reception cover and overseeing the patient support team ensuring practice standards for patient facing and administrative tasks are completed to accepted practice standards.
They will work collaboratively with the general practice team; lead GP partners, Practice Nurses, and Practice Manager to meet the needs of the patients, ensuring that practice policies and procedures are followed and ensuring compliance with CQC Essential Standards of Care.
Look after the health & safety and wellbeing of patient support team as well as any patients in the waiting room and reception areas.
About us
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:
a. Administer the systems for annual leave, sickness absence, TOIL and overtime, and maintain appropriate records ensuring accurate information is submitted in time for payroll.
b. Co-ordinate reception and administrative duties and weekly staff rotas to ensure the provision of a safe, effective service.
c. Oversee the patient support team in line with practice HR policies, protocols and service standards.
d. Manage and record holiday absences for patient support team and organise appropriate holiday cover for staff.
e. Where required, in conjunction with the Practice Manager arrange staff overtime to meet gaps in staff rotas and agreed increases in activity/workload.
f. Undertake annual appraisals with staff to review their development objectives, performance and any other work-based issues.
g. Identify, organise and deliver training identified from staff personal development objectives.
h. Monitor and manage the patient support team sickness in accordance with the practice sickness policy and provide timely records to the Practice Manager.
i. Assist Practice Manager with recruitment of new staff members.
j. To co-ordinate the induction and training of patient support team.
k. Organise and lead monthly meetings with patient support team. The post holder will prepare agendas and distribute minutes/action points from these meetings
l. To ensure that existing reception and administrative systems are functioning efficiently and monitor these systems and make suggestions for improvement.
m. To provide support and guidance to the patient support team, other practice staff and visitors on patient service issues.
n. Oversee that all reception and administrative workflows are kept up to date and processed correctly and in a timely manner.
o. Ensure that the registration processes for new patients (including the provision of appropriate information to patients) are followed.
p. Oversee incoming and outgoing post ensuring accurate receipt recording and timely delivery.
q. Ensure patient satisfaction is maintained at every opportunity and to provide opportunities for regular feedback including the implementation of patient surveys. Ensure staff are trained to deliver excellent customer service and this is managed with regular training and monitoring.
r. To manage informal patient complaints received direct from the patient, ensuring the Practice Manager is briefed.
s. To cascade upwards, without delay, any unresolved informal complaints or compliant which require formal documentation and carry out any request for investigation in a timely manner.
t. Liaise with IT regarding telephone system; issues, phone messages and any updates.
u. To ensure that information leaflets in the waiting areas are kept up to date
v. Lead on patient online services
w. Management of patient text messaging service, e.g. reminders & DNAs.
x. Organise purchase of refreshments for the surgery, stationary stock ordering and rotation.
y. Acting as a focal point for the practice managing requests from external organisations such as the local police
z. Acting as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately
aa. Actively involved with staff welfare and be the practices wellbeing champion
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