Reception Manager in Witney

As the PatientServices Manager you will be the face of our practice, ensuring smoothday-to-day operations of the Patient Care Advisor (PCA) team and fosteringpositive patient engagement, improving workflow efficiency, and maintaining aprofessional and welcoming environment for all.

Responsibilitieswill include managing the PCA team, patient engagement, team leadership,communication, administration oversight, performance monitoring, and technologyutilisation.

Previous teamleadership and customer service experience is essential.

The rightcandidate must be an excellent communicator, will need exceptionalinterpersonal skills, and be able to work in a fast-paced healthcareenvironment.

Main duties of the job

To lead, manage anddevelop the Patient Care Advisor (PCA) team to deliver high quality front deskoperations to over 16,000 patients, provide support to colleagues, and enhancepatient experience. To implement agreed policies effectively and introduce newservices to enhance operational efficiency and improve the quality of caredelivered to patients.

About us

This is a clinically forward-thinking, GMS (General MedicalServices) 6 Partner NHS GP Practice in rural Oxfordshire. The practice is verywell established and highly respected; and continues to explore innovative waysto deliver comprehensive, integrated healthcare.

With a clear vision to deliver high quality care, thepractice has core values which were developed by the whole health care team,with each doctor carrying a list and a triaging access system that aims tobalance access with continuity. Good communication, compassion, and continuityof care remain at the heart of practice activities.

In summary, the practice ethos is progressive, innovative,supportive and caring with a happy family feel within the team. Well-being andwork life balance is very important to the Partners and there is a strongbelief in investment of staff for self-development and retention, which aidsoverall morale. There is also a strong focus on ensuring effective andefficient running of the Practice as a business.

Job responsibilities

Patient Care Advisor Team

• Manage and lead a team of Patient Care Advisors on two sites
• Review, update and maintain PCA/Care Navigator policies and protocols
• Work together with the HR Manager to oversee the management of any HR issues, recruitment, and training, keeping DPM and PM
• Identify training and skills shortages within the team, organise and engage team in training to fill skill gaps
• Manage the rotas, sickness and annual leave requests ensuring any staff gaps are filled
• Carry out annual appraisals, perform return to work interviews and exit interviews
• Review and deal with patient complaints and refer to Practice Manager anything out of remit. Ensure all PCAs are adequately trained to handle complaints sensitively
• Evaluate, select, and implement appropriate IT systems to optimise team workflows and enhance service delivery. Ensure all team members receive comprehensive training
• Manage telephone workflow. Collaborate with other managers to develop and manager website content, ensuring accurate and engaging information is consistently delivered
• Keep PCA team informed about Practice matters, attend other team meetings, liaise with PCA clinical lead
• Ensure a welcoming and efficient reception service for patients, staff and visitors
• Ensure new patient registration processes are followed by the team and make suggestions for improvement if applicable
• Take responsibility for patient communication on website, social media, newsletter, noticeboards, waiting room screens, and manage patient correspondence email list
• Develop strategies to enhance patient satisfaction and implement initiatives to improve the patient journey
• Ensure the team adheres to safeguarding policies

Health and Safety

• Responsible for reception and waiting room areas including Health and Safety compliance
• Ensure that reception and waiting room areas are kept clean and tidy
• Assist in promoting and maintaining health and safety, and security as per the H&S policy
• Assist with the updating of the practice business continuity plan

Confidentiality

• Adhere to strict confidentiality policies
• Ensure the PCA team maintain the highest standards of patient privacy and date protection

Other

• Monitor and report on reception performance metrics, identifying areas for improvement
• Complete weekly workload dashboard
• Attend monthly manager meetings
• Any other reasonable duties necessary

The post-holder will support the equality, diversity and rights of patients, carers and colleagues.

Person Specification

Experience

• - Excellent computer skills including email, word and excel
• - Customer care experience
• - Strong leadership / Team leading experience
• - Dealing with complaints effectively both verbally and in writing
• - Experience of working effectively under pressure and meeting deadlines to manage and prioritise a varied and busy workload
• - Excellent interpersonal and communication skills
• - An excellent command of written English and the ability to draft correspondence
• - Ability to work cooperatively as part of a team
• - A proactive work ethic with a can-do attitude
• - Ability to work independently and to demonstrate initiative with a willingness to resolve situations, as well as knowing when to refer issues to others
• - Excellent telephone manner
• - Flexible and positive attitude
• - Smart appearance

Qualifications

• Good standard of general education

Disclosure and Barring Service Check

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 (formerly known as CRB) to check for any previous criminal convictions.