Reception Manager

JOB SUMMARY To Provide a management function to 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 act as a role model, demonstrating and promoting the standards expected by the practice and creating the energy and enthusiasm for the service. MANAGEMENT FUNCTIONS Manage and act as a role model to reception staff, supporting, motivating, and promoting good staff relations. Support staff through conflict resolution, effective time management, workload prioritisation and individual staff development. Through frequent contact with staff, ensure staff implement decisions and work with the practice policies, procedures, and strategic planning. Co-ordinate routine personnel administration, including the monitoring of annual leave, sick leave etc. Ensure cover and suitable contingency plans are in place for all leave, including unforeseen absences, to cover if needed
yourself. Be first line of management to deal with disciplinary matters, speak to reception staff when appropriate and notify them of any actions. Accurately document all incidents and outcomes, ensuring that the Practice Manager is kept informed. Assist with recruitment and selection procedure for reception staff. Assist with six month probation reviews and new staff and annual appraisals. Assist with patients to minimise potential problems or complaints. Hold regular reception meetings outside contracted hours if needed. Ensuring waiting areas are kept up to date appropriate material on display. ADMINISTRATIVE FUNCTIONS Completion of reception rota, fulfilling one shift each working day, leading the team by example if cover is needed. Assessment of daily task, repeat prescriptions are managed appropriately, and that requests are being managed. Acting as the primary point of contact in reception for clinicians. Ensure receptionist on each shift are aware of their role and these are

completed daily. Supervise the running of the appointment system. Oversee the alterations or cancellation of surgeries and make alternative arrangements in an emergency or in the event of changes to surgeries Requirements Qualifications Evidence of continual professional development and training in different areas of work. Experience Experience in delivering patient or customer service comfortable dealing with people from all walks of life. Relevant GP practice or similar experience. Good verbal and written communication skills including running of team meetings Previous management experienced would be desirable. Previous customer care experience. Experience of working in a team and accepting responsibility. Experience in managing/supervising and motivating people to achieve results. Experience in working in a fast moving and changing environment. Able to multi-task effectively. Knowledge and Competencies Supervisor or management skills particularly in team management. Ability
to train and teach others, knowledge of EMIS Web desirable. Ability to follow instructions and protocols, be able to delegate. Ability to organise and prioritise. Personal Qualities Warm personality, friendly and approachable. Passionate about patient/customer service and your team. Ability to remain calm under pressure. Flexible, adaptable, and reliable Encouraging and supportive, versatile, adaptable, and flexible. Honest, Enthusiastic, confident.