Reception Manager in Gloucester

The reception manager will be responsible for the management, supervision and training of the reception team with assistance from the Reception Supervisor. They will look after the health & safety and wellbeing of reception staff as well as any patients in the waiting room and reception areas. They should work in harmony with the rest of the general practice team. The candidate should be familiar with the main duties and responsibilities of the post, staff management and relevant NHS Information Technology.

Main duties of the job

• Responsible for the day-to-day management of the reception team ensuring their associated roles and tasks are carried out in accordance with agreed procedures, protocols and timescales, reporting to the Management Team as necessary.
• Responsible for the management of the staff rota for the reception.
• Responsible for ensuring the smooth running of all designated Reception areas.
• To offer general support to the practice team and project a positive, friendly and professional image to patients and other visitors, either in person or via the telephone.
• Assist the Management team in updating all policies and procedures relating to Reception Team.

Job responsibilities

• Ensure adequate staffing levels across multiple areas in line with agreed policy liaising with Management Team if needed.
• Deal with general day-to-day queries from staff members.
• Liaise closely with the Reception Supervisor and the Management team to ensure tasks associated with the Reception teams are appropriately delegated to those with the skills, abilities and time to undertake them, undertaking appraisals as necessary.
• Ensure all visitors are signing in and out following Practice procedures.
• Continually assess and evaluate systems recommending changes and improvements to the Management team as appropriate.
• Actively participate in staff and external meetings at the request of the Management team or Partners.
• Promptly notify relevant staff of deliveries received, following all Practice guidance and ensure the deliveries are dealt with in a timely manner.
• Actively ensure all Reception areas, prescription rooms, meeting rooms, waiting areas and medical records storage areas are kept free of clutter, clean and tidy.
• Take responsibility for ensuring the close down of the Practice is adequately completed following all protocols and that the clinical rooms are left clear and tidy with no patient data.
• Identify areas where further training/systems/improvements are needed and ensure action is taken and changes implemented.
• Take responsibility for the security of prescriptions, including the receiving of deliveries, storage and logging.
• Follow all reasonable management requests from the partners or higher management team.
• Designated Fire Marshall.
• Carry out the reception team annual appraisals.
• Develop, arrange and carry out and oversee staff induction, training and development opportunities for the reception teams, liaising with the Practice Manager to ensure staff are appropriately trained to fulfil their roles and to maximise opportunities for motivating staff to fulfil their potential.
• Take responsibility for assisting in the induction of locum staff.
• Deal with requests for annual leave, TOIL, time off for other reasons, authorising or rejecting any requests in line with the Staff Handbook and in discussion with the Management team as appropriate.
• Take responsibility for ensuring that all cash, cheques and receipts taken at Reception are immediately stored safely.
• Computer data entry data allocation and collation; processing and recording information in accordance with practice procedures.
• To oversee the reporting of IT faults and Systm1 issues.
• Take responsibility for assisting with Smartcard issues and queries.

Person Specification

Experience

• Experience of customer service.
• Experience of working in a healthcare setting.
• Experience of managing a team.
• Experience of administrative duties.
• Two years experience of General Practice reception work.

Qualifications

• A good standard of education with an expectation of having both GCSE Maths and English at Grade C (Level 4) or above, or Functional Skills Level 2 in Maths and English.
• NVQ Level 3 in Health and Social Care.
• A qualification in leadership and/or management.

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 to check for any previous criminal convictions.