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Administrative and Reception Manager

2 months ago

London, Greater London, United Kingdom NHS Full time
About the Role

We are seeking an experienced and skilled Administration and Reception Manager to join our team at Wide Way Medical Centre. As a key member of our front of house and back office team, you will be responsible for ensuring the smooth operation of our administrative functions, providing excellent customer service to our patients, and supporting the management team in promoting Equality, Diversity and Inclusion, Safety Health Environment and Fire, quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development, and other duties as directed.

Key Responsibilities
  1. Manage the Reception and administration (including care coordinators) and support operations of the practice, ensuring staff achieve their primary responsibilities, providing ongoing support and ensuring they deliver their duties to a high standard.
  2. Line manage reception and administrative staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training and completing staff appraisals as required.
  3. Ensure staff are performing to the requirements of their role and expectations managing their performance and supporting staff in their learning needs.
  4. Identify training needs for the team and develop or source relevant training programs.
  5. Create and maintain rotas for the reception and administration staff.
  6. Review and update administrative and reception policies and procedures to ensure compliance with regulations.
  7. Collaborate with the management team to compile practice reports and develop a strategic plan.
  8. Design, implement, and refine efficient office processes to enhance efficiency and comply with relevant legislation.
  9. Provide initial guidance and support to patients initiating verbal complaints.
  10. Oversee all deliveries to the practice, ensuring adherence to the cold chain policy where applicable.
  11. Assume the role of the building fire marshal, maintaining evacuation lists and managing the visitor's log.
  12. Management of the petty cash and ensuring accurate record keeping as well as reporting to the managing partner on a monthly basis.
  13. Working alongside the Practice Manager and HR to manage sickness absence amongst the administrative and reception teams, carrying out return to work meetings and managing high sickness absence levels.
  14. Ensure staff are following practice policies, protocols and procedures and where necessary, conduct performance reviews.
  15. Investigating complaints directly linked or connected to the front of house and back office administrative functions supporting the Practice Manager in responding to complaints in a timely and effective manner.
  16. Set targets for achievement on reception and administrative work such as telephone answering, document management etc and work with the management team in managing risk and reward.
  17. To organise regular staff meetings with the teams and ensure topics are relevant as well as cover all areas of compliance within the practice relevant to front of house and back office functions.
  18. To ensure learning from complaints and continuous improvement.
  19. To take key responsibility for excellent customer services and ensure excellent patient experience. This would involve regular monitoring and auditing of staff interaction with patients and recognizing areas of improvement.
  20. Ensure a culture of professionalism is maintained within the practice and holding oneself and others to account.
  21. Working as part of the team and carrying out reception, admin and care coordinator functions.
  22. Provide IT support as and when required.
  23. Prepare meeting agendas, record minutes, and support the Practice Manager with website and social media management.
  24. Assist with achieving QOF (Quality and Outcomes Framework) targets.
Person Specification
  • Experience of working with the general public
  • Experience of administrative duties
  • Experience of working in a healthcare setting
  • Experience of leading/managing a team
  • Experience of providing appraisal writing and staff development
  • Excellent communication skills (written and oral)
  • Clear, polite telephone manner
  • Competent in the use of Office and Outlook
  • Effective time management (planning and organising)
  • Ability to work as a team member and autonomously
  • Good interpersonal skills
  • Problem solving and analytical skills
  • Ability to follow policy and procedure
  • Polite and confident
  • Flexible and cooperative
  • Motivated
  • Initiative and judgement (knowing when to ask for help)
  • Forward thinker
  • High levels of integrity and loyalty
  • Sensitive and empathetic in distressing situations
  • Ability to work under pressure
  • Flexibility to work outside of core office hours
  • Maintain confidentiality at all times
Qualifications
  • GCSE English (C or above) and at least three others
  • Educated to A-level/equivalent or higher, with relevant experience
  • NVQ Level 2 in Health and Social Care
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.