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Service Lead: Front Office Operations Manager
1 month ago
We are seeking an experienced and skilled Service Lead to join our team at NHS. As a key member of our front office operations, you will be responsible for managing and supervising the reception team and reception areas of our practice, ensuring seamless delivery of high-quality patient services.
About the RoleThis is an exciting opportunity for an enthusiastic and caring individual to lead our front office operations, focusing on enhancing the patient experience from welcome at reception to appointment access and overall care. You will work closely with our Practice Manager and deputy leads/managers to provide management and support to the reception and administrative staff in the practice.
Main Responsibilities- Front Office Management: Responsible for the smooth running of the reception and administration function, improving systems and processes, and leading the team to improve access and patient experience.
- Operations Oversight: Manage front of house operations to ensure efficient operation of the practice, including reception, room availability, general administration, patient care, and services.
- Facilities Maintenance: Ensure waiting rooms/public areas are clean and well-presented, notice boards are up-to-date, music is playing, and queues are dealt with effectively.
- Office Administration: Responsible for general office management of the back office at both surgeries, ensuring reception office areas are tidy, well-organized, and well-stocked.
- Rota Management: Oversee and manage on-the-day changes to the rota system for patient appointments to ensure cover and resilience at all times.
- Patient Support: Provide day-to-day support to receptionists and administrators when managing difficult patient interactions.
- Team Development: Manage the development and transformation of the receptionist role to enable them to deliver high standards of customer service.
- Access Standards: Support the practice to meet all access to appointment standards, developing and implementing systems and processes to achieve higher than standard access requirements.
- Experience in reception or customer care.
- Knowledge of general practice reception duties and admin tasks.
- Proven leadership and management skills, with experience of successfully leading a team.
- Ability to remain calm in pressurized situations.
- Excellent communication and interpersonal skills.
- Strong IT skills and experience of using EMIS.
- Understanding of confidentiality and data protection.
- Excellent organizational and prioritization skills.
- Ability to deal with people tactfully and empathetically.
- Knowledge and understanding of equal opportunities.
- Ability to understand complex issues, problem-solve, and develop practical solutions.
The estimated salary for this position is £43,141 - £56,770 per annum, depending on experience. In addition to a competitive salary, we offer a range of benefits, including comprehensive training and development opportunities, flexible working arrangements, and a supportive work environment.
