Head Receptionist

The following are the core responsibilities of the Reception Manager. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels: -To provide day-to-day support, leadership, first line management and guidance for the practice reception team, ensuring an efficient and professional manner is maintained and to provide cover to the reception team when needed -Co-ordinate the clinics on a daily basis ensuring appointments are booked appropriately, oversee the clinical system and identify any flaws in capacity and look for methods to rectify these issues -Monitor staff attendance, sickness absence and annual leave -Maintain reception staff rotas ensuring adequate cover -Ensure all reception duties are completed to the highest standard -To provide communications between patients, doctors and other staff -Support the Practice Manager in the recruitment and induction of all new reception staff -Support the Practice Manager with annual appraisals -Attend staff meetings and complete minutes -Support the Practice Manager in the running of elements and/or services within the practice e.g. compliance with CQC, Health and Safety audits etc -Undertake monthly call and recalls for QOF, patient services and reviews -Support the practice manager in the reviewing and updating of practice policies and procedures -Work with the Practice Manager and other members of the practice to identify areas for improvement and assist in change management where appropriate -Ensure the promotion, monitoring and documentation of performance and quality outcomes targets within the practice (including QOF), and using IT systems and software -To undertake specific assigned tasks, project support, or development work which may arise during changes to the NHS -To introduce new policies and procedures in line with current regulations -Manage and deal with day to day needs, difficulties and requirements of the partners and other clinical staff -To work closely with reception staff to ensure adequate cover and the smooth running of the practice, reporting any problems encountered to the relevant person -To be a point of contact for staff and patient queries and concerns -The greeting of patients, dealing with their enquiries in a courteous and polite manner -Dealing with patient complaints relating to front desk/reception services -Making appointments and booking patients in for surgeries and clinics -Answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely -Making appointments: offering and arranging the appointments for doctors, helping to arrange clinics -Responding to and resolving all local IT issues where appropriate liaising with NHS IT support/or others to resolve hardware and software issues -Setting up new members of staff in the clinical and other IT systems -Ensure the effective use of clinical systems, IT programmes and other systems used throughout the practice -Providing support and ensure training for current and new staff is carried out -Training of staff on practice IT systems as necessary -To promote Equality and Diversity and Health and Safety