Reception Manager

The role is primarily line managing the practice reception andadministration team, carrying out day to day activities. The post holder will work closely with (and under the direction of) thePractice Manager toprovide the continual improvement of standards across a wide range of clinicaland administrative activity, as well as providing an element of cover or sourceof advice in the event of their absence. The successful candidate must be able to work on their own initiativeand have management experience, along with strong IT skills. You must beorganised, confident and flexible and have a friendly and approachable manner and can workunder pressure. N.B. THE PROPOSED START DATE IS NO EARLIER THAN 5TH JANUARY 2026 Main duties of the job To provide day-to-day support,leadership, first line management and guidance for the practice reception andadministration team, ensuring an efficient and professional manner ismaintained and to provide cover to the reception team when needed. Ensure all reception and administrationduties are completed to the highest standard. Reception staff annual leave, absence androtas including reception duties cover when required. Manage and deal with day to day needs,difficulties and requirements of the partners and other clinical staff. To work closely with reception andclinical 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 andpatient queries and concerns. Dealing with patient complaints relating tofront desk/reception services. Responding to and resolving all local IT issueswhere appropriate liaising with NHIS the CCG IT support/or others toresolve hardware and software issues. Training of staff on practice IT systems asnecessary. About us Bodmin Road Health Centre [BRHC] is a Primary Care provider based in Sale, Manchester and is part of the Sale Central Primary Care Network. Our services are diverse, and forward-thinking enabling us to deliver patient care to meet local priorities in relation to chronic disease, improved access and general care management. We provide high quality general medical care to a registered list of over 9,000 patients, through our dedicated team of clinical, administrative and management professionals. Job responsibilities Job Summary The role is primarily line managing the practice reception andadministration team, carrying out day to day activities. The post holder will work closely with (and under the direction of) thePractice Manager toprovide the continual improvement of standards across a wide range of clinicaland administrative activity, as well as providing an element of cover or sourceof advice in the event of their absence. The successful candidate must be able to work on their own initiativeand have management experience, along with strong IT skills. You must beorganised, confident and flexible and have a friendly and approachable manner and can workunder pressure. Previous primary care experience is essential however, necessarytraining will be provided. The post holder will: Be an experienced manager and leader of staff,providing leadership to the reception and administration team. Have excellent service, leadership,communication and project management skills. Be suitably proficient with IT systems andsoftware applications, preferably in a clinical setting (although trainingwill be provided for the suitable candidate). Exhibit safe, professional decision-makingand high level of care for patients within the Practice. Work collaboratively with the wider Practiceteam to meet the needs of our diverse range of patients. Support the delivery of required policy andprocedures. Be flexible with working hours in the eventof staff annual leave or sickness. In order to work at this level full enhanced DBS clearance must be met. Key Responsibilities The following are the core responsibilities of the Reception Manager.There may be on occasion, a requirement to carry out other tasks; this will bedependent upon factors such as workload and staffing levels: To provide day-to-day support,leadership, first line management and guidance for the practice reception andadministration team, ensuring an efficient and professional manner ismaintained and to provide cover to the reception team when needed. Ensure all reception and administrationduties are completed to the highest standard. Reception staff annual leave, absence androtas. To provide communications betweenpatients, doctors and other staff. Support the Practice Manager in therecruitment and induction of all new reception and administration staff. Support the Practice Manager in therunning of elements and/or services within the practice e.g. compliance withCQC, Health and Safety audits etc. Support the practice manager in thereviewing and updating of practice policies and procedures. Work with the Practice Manager and othermembers of the practice to identify areas for improvement and assist in changemanagement where appropriate. Ensure the promotion, monitoring anddocumentation 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 tothe NHS. To introduce new policies and proceduresin line with current regulations Manage and deal with day to day needs,difficulties and requirements of the partners and other clinical staff. Manage any staffing issues, disagreementsand implement 1st level disciplinary procedures with receptionstaff. To work closely with reception andclinical 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 andpatient queries and concerns. Stationary stock control The greeting of patients, dealing with theirenquiries in a courteous and polite manner. Deputise for secretaryteam in the event of annual leave or sickness. Dealing with patient complaints relating tofront desk/reception services. Making appointments and booking patients in forsurgeries and clinics. Answering the telephone within a reasonabletime, dealing with requests and enquiries courteously and politely. Contacting hospitals and various other agenciesfor results, appointments, booking, referrals and patient information. Making appointments: offering and arranging theappointments for doctors, helping to arrange clinics. Responding to and resolving all local IT issueswhere appropriate liaising with NHIS the CCG IT support/or others toresolve hardware and software issues. Setting up new members of staff in the clinicaland other IT systems. Ensure the effective use of clinical systems, ITprogrammes and other systems used throughout the practice. Providing support and ensure training forcurrent and new staff is carried out. Support Care Coordinators in developing andmaintaining effective call and recall systems for patient services andreviews. Training of staff on practice IT systems asnecessary. To promote Equality and Diversity andHealth and Safety in themselves. TRAINING AND DEVELOPMENT Takingresponsibility for own development with relevant evidence-based knowledgeand competence in all aspects of the role to meet clinical governanceguidelines for Continuing Professional Development (CPD) and a PersonalDevelopment Plan (PDP). Stayup to date through attendance at any courses and/or study days necessaryto ensure that professional development requirements are met,demonstrating skills and activities to others who are undertaking similarwork. Subject to aperformance review, including taking responsibility for maintaining arecord of own personal and/or professional development. Workclosely with other clinical staff and administrative managers in thesetting up and/or improving of practice systems for monitoring/measuringperformance against Clinical Governance and Quality Indicator targets Workto deliver the NHS contract requirements related to the practice(including the terms of the Quality and Outcomes Framework and locallyenhanced services GOVERNANCE Takepart in the maintenance of quality governance systems and processes acrossthe Practice and its activities. Utilisethe audit cycle as a means of evaluating the quality of the work of selfand the team, implementing improvements where required. Workwith other teams on improving the quality of service and patient care, inresponse to local and national policies and initiatives as appropriate Supportand participate in shared learning across the practice and widerorganisation Manage,review and identify learning from complaints, incidents and near-missevents relating to the practice, team and self. Awarenessof statutory safeguarding, notification processes and local guidance forchildren/vulnerable patients, applying relevant policies and legislationto protect them Ensurecompliance with policies, procedures and guidelines for self and others,by acting or alerting senior management team if the practice appears tocontravene policy, or if there are concerns over any aspect of patientcare. CONFIDENTIALITY Maintainconfidentiality of information, acting within the terms of the DataProtection Act and Caldicott guidance on patient confidentiality at alltimes. Maintain anawareness of the Freedom of Information Act. Informationrelating to patients, carers, colleagues, other healthcare workers or thebusiness of the practice may only be divulged to authorised persons inaccordance with the Practice policies and procedures relating toconfidentiality and the protection of personal and sensitive data HEALTH & SAFETY Thepost-holder will manage their own and others health & safety andinfection control as defined in the Practices Health & Safety Policy,the Practice Health & Safety Manual, and the Practices InfectionControl Policy and published procedures. Comply withPractice health and safety policies by following agreed safe workingprocedures Activelyreporting of health and safety hazards and infection hazards immediatelywhen recognised Keeping work andgeneral areas clean and tidy, and using appropriate infection controlprocedures to keep work areas hygienic and safe from contamination. Undertakingperiodic infection control training (minimum annually) Awareness andcompliance with national standards of infection control, hygiene,regulatory / contractual / professional requirements, and good practiceguidelines. Correct personaluse of Personal Protective Equipment (PPE) and ensuring correct use of PPEby others, advising on appropriate circumstances for use by clinicians,staff and patients. Reportingincidents using the organisations Incident Reporting System Using personal security systems within theworkplace according to Practice guidelines Making effective use of training to updateknowledge and skills EQUALITY AND DIVERSITY The post-holder will support,promote and maintain the Practices Equality & Diversity Policy. No person whether they arestaff, patient or visitor should receive less favourable treatment because oftheir gender, ethnic origin, age, disability, sexual orientation, religion etc. The jobholder must comply withall policies and procedures designed to ensure equality of employment and thatservices are delivered in ways that meet the individual needs of patients andtheir families. OTHER DELEGATED DUTIES This job description is not intended to be exhaustive - it may bechanged after consultation with the post holder. The employee shares with theemployer the responsibility for review and modification of duties. Person Specification Experience Experience of working in a management position Experience of managing a team Experience of working in a GP Practice Skills and General Good organisational skills Be able to work under pressure Be flexible in covering annual leave 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. #J-18808-Ljbffr