Reception Manager

Job content

Manor Medical Practice

Reception Manager job description & person specification

Job Title

Reception Manager

Line Manager

Assistant Practice Manager

Accountable to

Practice Manager

Hours per week

37.5

Job Summary

To be responsible for the efficient management and direction of the reception team, ensuring all reception duties are performed effectively and to the required standard, meeting the objectives of the practice. Support the management team in promoting ED&I, SHEF, Quality & CI, Confidentiality, Collaborative Working, Service Delivery, Learning and Development and carry out other duties as directed by the management team.

Sites

We work from two sites, Girlington Health Centre and Allerton Health Centre.

Mission Statement

To promote, encourage and support excellence in primary health care. Improve the quality of life by contributing to the development and delivery of health care. Improve and maintain the working lives of employees in a modern friendly environment.

Generic Responsibilities

All staff at Manor Medical Practice have a duty to conform to the following:

Equality, Diversity & Inclusion (ED&I)

A good attitude and positive action towards ED&I creates an environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.

Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued, and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability,

gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation. Staff have a responsibility to ensure that you treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire (SHEF)

This practice is committed to supporting and promoting opportunities to for staff to maintain their health, well-being, and safety. You have a duty to take reasonable care of health and safety at work for you, your team, and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.

Confidentiality

This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times. It is essential that if, the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.

Quality & Continuous Improvement (CI)

To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.

This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts, and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Induction Training

On arrival at the practice all personnel are to complete a practice induction programme; this is managed by the Deputy Practice Manager.

Learning and Development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude, and competences to perform their role. All staff will be required to partake and complete mandatory training as directed by the training coordinator, as well as participating in the practice training programme. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and ultimately, enable them to improve processes and service delivery.

Collaborative Working

All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.

Service Delivery

Staff at Manor Medical Practice must adhere to the information contained with practice policies and regional directives, ensuring protocols are adhered to at all times. Staff will be given detailed information during the induction process regarding policy and procedure.

Security

The security of the practice is the responsibility of all personnel. Staff must ensure they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks to anyone and are to ensure that restricted areas remain effectively secured.

Professional Conduct

At Manor Medical Practice, staff are required to dress appropriately for their role. Administrative staff will be provided with a uniform whilst clinical staff must dress in accordance with their role.

Leave

All personnel are entitled to take leave. Line managers are to ensure all staff take all their leave entitlement in the year.

The primary and secondary responsibilities for this role are detailed overleaf.

Primary 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 administration manager is responsible for:

• Overseeing the reception services of the practice, ensuring staff achieve their primary responsibilities
• Line managing all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
• Completing staff appraisals as required
• Identify and deliver team training where required
• Compiling reception staff rotas
• Reviewing and updating all reception procedures as required
• Support the management team in the compilation of practice reports and the practice development plan
• Develop, implement, and embed efficient reception processes and procedures to adhere to extant legislation
• Maintain an effective appointment system for all services
• Act as a focal point for communication, advising reception and administrative staff on methods of communication and best practice
• Coordinate the provision of temporary reception staff ensuring sufficient cover is provided for periods of leave and other staff absences
• Coordinate home visits rota in conjunction with the Deputy Practice Manager
• Update appointment system to reflect leave and other approved absences
• Provide initial guidance and advice to patients who wish to complain
• Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
• Act as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately
• Ensure that there is timely answering of the telephones and to the required standard. Have a clear understanding of the telephone systems, daytime and out of hours.

Secondary Responsibilities

In addition to the primary responsibilities, the reception manager may be requested to:

• Deputise for the Assistant Practice Manager during periods of absence
• Partake in audit as directed by the audit lead
• Coordinate and produce meeting agendas and record the minutes of meetings as required
• Support the Practice Manager in the maintenance of the practice website and social media accounts
• Monitor and promote the use of the Friends and Family Test
• Champion continuous improvement, encouraging staff to participate and make suggestions for CI initiatives
• Schedule and take minutes for the Patient Participation Group Meetings. Liaise with other members of the primary health care tea, outside organisations and practice volunteers as required.
• Weekly building risk checks
• Responsible for operating all procedures in reception, waiting room area and consulting rooms.
• Ensure systems are in place for marrying up of notes and recoding data.
• Have a working knowledge of all software and hardware, dealing with IT problems on site as needed.
• Continually assess and evaluate systems, recommending changes and improvements to the Practice Manager as appropriate.
• Assist the Assistant Practice Manager in arranging gifts and cards for staff leaving, marriages and births.
• Delegation of tasks to the most appropriate clinician or team with follow up as necessary.

The person specification for this role is detailed below:

Person Specification – Reception Manager

Qualifications

Essential

GCSE English (C or above) and at least three others

Desirable

Educated to A-level / equivalent or higher, with relevant experience

AMSPAR Qualification

NVQ Level 2 in Health and Social Care

Leadership and / or Management Qualification

Experience

Essential

Experience of working with the public

Experience of administrative duties

Experience of working in a health care setting

Experience of leading / managing a team

Desirable

Experience of providing appraisal writing and staff development

Skills

Essential

Excellent communication skills (written and oral)

Strong IT skills (generic)

Clear, polite telephone manner

Competent in the use of Office and Outlook

Systmone

Effective time management (Planning & Organising)

Ability to work as a team member and autonomously

Good interpersonal skills

Problem solving & analytical skills

Ability to follow policy and procedure

Personal Qualities

Essential

Polite and confident

Flexible and cooperative

Motivated

Initiative and judgement (knowing when to ask for help)

Forward thinker

High levels of integrity and loyalty

Sensitive and empathetic in distressing situations

Ability to work under pressure

Other requirements

Essential

Flexibility to work outside of core office hours

Disclosure Barring Service (DBS) check

Maintain confidentiality at all times

Flexible approach, team player, good sense of humour. Comfortable with system change and implementation.

This document may be amended following consultation with the post holder, to facilitate the development of the role, the practice and the individual. All personnel should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the practice.

Job Type: Full-time

Salary: From £14.00 per hour

Schedule:

• Day shift
• Monday to Friday

Work Location: One location

Application deadline: 03/02/2023