Reception Manager

Job description

Job responsibilities

JOB TITLE: RECEPTION MANAGER

REPORTS TO: Clinical GP Lead and Practice Manager

HOURS: 37.5 hours per week

Job summary:

Manage reception area and staff to ensure smooth running; provide administrative support to the Clinical GP Lead and Practice Manager.

Job responsibilities:

Administration

Oversee weekly clinician rotas, availability, allocations and changes of appointment books on clinical system are carried out accurately.

Co-ordinate clinician availability

Update appointments system for leave/duty changes

Oversee the implementation of Care Navigation

Deal with patients who fail to attend booked appointment in line with the practice DNA Policy

Coordinate the completion of Significant Event Audits within the reception team

Attend meetings as required and cascade any updates/learning points

Patient services

Deal with complaints in accordance with practice complaints procedure and evaluate suggestions

Co-ordinate home visit requests

Deal with patient registrations/deductions

Set up and maintain computerised appointment system for all services

Ensure adequate staffing for patient services

Organise vaccination campaigns and clinics ensuring appropriate staffing levels

Co-ordinate volunteer services

Ensure efficient systems are in place for smooth delivery patient registrations/deductions

Oversee efficient process for medication requests/online ordering

Update waiting room noticeboards

Manage reception/admin team

Provide induction training and ongoing review

Ensure practice policies are followed and accurate records are kept, with particular reference to: appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths ensuring all functions are carried out in accordance with agreed procedures, protocols and time-scales, and reporting to the Clinical GP Lead and Practice Manager.

Staff rotas

Liaise with management team concerning staffing and organisation of work

Liaise with other members of the primary health care team, outside agencies and practice volunteers as required

Information technology

Have full understanding of appointment system

Have a working knowledge of all software and hardware

Deal with IT problems in the absence of the practice manager

Train staff in use all systems

Have a clear understanding of telephone systems, daytime and out of hours

Understand security systems alarms & cameras

Ensure all clinical rooms are tidy and well stocked on a weekly basis

Ensure communication systems are running smoothly, and clinicians and reception staff are kept fully informed of changes in procedures

Assist with production and upkeep of practice procedures

Manage paperwork systems, including post, internal and external

Act as a central source of information

Other Tasks

Health and safety

Co-ordinate voluntary agencies

Arrange collections and cards for staff leaving, marriages, births etc

Deputise for practice manager in their absence

Confidentiality:

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and protection of personal and sensitive data

Health & safety:

The post-holder will implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include (but will not be limited to):

• Ensuring job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management.
• Maintaining an up-to-date knowledge of health and safety and infection control (statutory and best practice guidelines) and ensure implementation across the business
• Using personal security systems within the workplace, according to practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business
• Making effective use of training to update knowledge and skills, and initiate and manage the training of others
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiating remedial / corrective action where needed
• Actively identifying, reporting, and correcting health and safety hazards and infection hazards immediately when recognised
• Keeping own work areas and general / patient areas generally clean, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers
• Undertaking periodic infection control training (minimum annually)
• Routine management of own team / team areas, and maintenance of workspace standards

Equality and Diversity:

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

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/professional development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality:

The post-holder will strive to maintain quality within the practice, and will:

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources

Communication:

The post-holder should recognize the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognise peoples needs for alternative methods of communication and respond accordingly

Contribution to the implementation of services:

The post-holder will:

• Apply practice policies, standards and guidance
• Discuss with other team members how policies, standards and guidelines will affect own work
• Participate in audit where appropriate

The duties above may change in the light of developments within the Practice and are subject to review

Person Specification

Qualifications

• GCSE in Maths and English

• AMSPAR qualification

Knowledge and Skills

• The practice occasionally provides other services out of normal hours (e.g. flu clinics, extended hours) and the post holder may be required to take part in this.
• Give good and regular attendance.
• Maintain a tidy and organised work area.
• Any other duty as requested, including covering for absent colleagues.

Experience

• Excellent communication skills
• Leadership and line management
• Experience of working under pressure, and deploying a flexible approach to changing priorities
• Customer service

• Good understanding of Primary and Secondary Care
• IT Skills
• Good understanding of EMIS
• Experience of managing a team

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.

Employer details

Employer name

Fuller and Forbes Partnership

Address

Briercliffe Surgery

Briercliffe Road

Burnley

Lancashire

BB10 2EZ

Employer's website

http://bramleyonline.co.uk/