Reception ManagerNHS

Job summary

Fern House Surgery is a large GMS dispensing practice with 7 partners and approximately 17,200 patients.

The post-holder will manage staff and the workload in the reception area.

Job responsibilities will include liaising with management team concerning staffing and organisation of work. Oversee weekly scheduled list and extension of appointment books in SystmOne is carried out accurately and set up and maintain computerised appointment system for all services. Organise duty rotas, co-ordinate leave requests and ensure adequate staffing for patient services.

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

Hours: 37.5 hours per week. Flexibility of working hours, post-holder must be able to work one late night per week

Main duties of the job

To manage the reception department thereby assisting with the smooth running of the practice

To lead the reception team ensuring an efficient and professional manner is maintained

To provide a focal point of communication between patients doctors and other medical staff

To act as a role model demonstrating and promoting the standards expected by the practice and creating the energy and enthusiasm for the service

To liaise with and assist the Practice Manager as and when required

Job description

Administration

• Oversee and orgainise the workload in reception
• Attend staff meetings
• Oversee weekly scheduled list and extension of appointment books on computer is carried out accurately.

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Information technology

• Have full understanding of appointment system
• Have a working knowledge of all software and hardware
• Maintain In Touch patient information system
• Deal with IT problems in the absence of the assistant practice manager
• Train staff in use of system

Building

• Have a clear understanding of telephone systems, daytime and out of hours
• Assist with remodeling and room moves as required
• Understand security systems alarms & cameras

Information

• Ensure communication systems are running smoothly, clinicians, reception and administration staff are kept fully informed of changes in procedures
• Assist with production and upkeep of practice procedures manual
• 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 gifts and cards for staff leaving, marriages, births

Confidentiality:

• While 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 the protection of personal and sensitive data

Health & safety:

The post-holder will implement and lead on the full range of promotion and management 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.
• Maintain and 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 initiation of remedial / corrective action where needed
• Actively identifying, reporting, and correction of 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 recognizes 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 which 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
• Recognize 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 members of the team how the policies, standards and guidelines will affect own work
• Participate in audit where appropriate

About us

The partners and staff of this long-established practice are committed to providing the highest level of patient care.

This practice believes in fairness and equality, and above all, values diversity. All staff have ongoing equality and diversity training and our equality and diversity policies are reviewed annually.