Reception and Admin Team Manager

1 week ago

Leek, United Kingdom Moorland Medical Centre Full time

Job summary

We are seeking an experienced person who will be responsible for the efficient managementand direction of the administration and reception teams, ensuring all dutiesare performed effectively and to the required standard, meeting the objectivesof the practice. This role requires strong and effective leadership skills. Tooversee the day-to-day operations of the reception and admin teams, ensuringsmooth workflows, excellent patient service, and a high team morale.

Main duties of the job

Themain duties of the Reception and Admin Team Manager will be as follows:-

Responsibilityfor the efficient management and direction of the administration and receptionteams, ensuring all duties are performed effectively and to the requiredstandard, meeting the objectives of the practice. This role requires strong andeffective leadership skills. Also to oversee the day-to-day operations of thereception and admin teams, ensuring smooth workflows, excellent patientservice, and a high team morale.

Directsupervisory responsibility of the reception and admin teams and ensuring staffachieve their primary responsibilities.

Linemanaging all admin/reception staff, supporting staff development, providingguidance and direction, ensuring staff are up to date with mandatory training.

Inductionand training of all new reception and admin staff to agreed standards under theguidance of the Deputy Practice Manager/Practice Business Manager.

Completingstaff appraisals as required.

Coordinateand produce meeting agendas and record the minutes of meetings for the adminand reception teams.

Identifyingand delivering team training where required.

Compilingadmin & reception staff rotas and producing, reviewing and updating alladministrative and reception policies and procedures as required.

Pleasesee the JD for all other duties, as this list is only an overview.

About us

Moorland Medical Centre isa friendly multidisciplinary team, and our aim is to offer the highest standardof healthcare and advice to patients with the resources available to us. Wehave 4 GP partners, and we are a training practice.

Thepractice embraces and adapts to the everchanging situations that it faceswithin the NHS. Good communication is much valued within the team, alongsidereliability and responsibility from individuals.

Job description

Job responsibilities

The following are the coreresponsibilities of the Reception and Admin Team Manager. There may be, onoccasion, a requirement to carry out other tasks; this will be dependent uponfactors such as workload and staffing levels.

The Reception and Admin Team Manager is responsible for:

a. Direct supervisory responsibility of the reception andadmin teams and ensuring staff achieve their primary responsibilities.

b. Line managing all admin/reception staff, supporting staffdevelopment, providing guidance and direction, ensuring staff are up to datewith mandatory training.

c. Induct and training of all new reception and admin staff toagreed standards under the guidance of the Deputy Practice Manager/PracticeBusiness Manager.

d. Completing staff appraisals as required.

e. Coordinate and produce meeting agendas and record theminutes of meetings for the admin and reception teams. Action any points thatarise at the meeting.

f. Identifying and delivering team training where required.

g. Compiling admin & reception staff rotas.

h. Producing, reviewing and updating all administrative andreception policies and procedures as required.

i. Supporting the management team in the compilation ofpractice reports and the practice development plan.

j. Developing, implementing and embedding efficient officeprocesses and procedures to adhere to extant legislation.

k. Analyse and promote the use of the Friends and Family Test.

l. Coordinating the provision of temporary administrative andreception staff, ensuring sufficient cover is provided for periods of leave andother staff absences changes of shifts/ additional shifts etc.

m. Updating andapproving the TeamNet system to reflect leave and other approved absences forthe reception and admin teams.

n. Providing initial guidance and advice to patients who wishto verbally complain.

o. Handling reception queries and situations as they arise andtry to resolve any complaints at first point of contact, before passing on tothe Deputy Practice Manager to resolve. Also to enter any data breaches ontothe DSP Toolkit after discussion with the deputy practice manager.

p. Managing all deliveries to the practice, ensuring adherenceto the cold chain policy as necessary.

q. Ensure that all day-to-day tasks for the reception team arecarried out, using the T card board in reception.

r. Ensure that all reception areas, desks and waiting roomareas are kept neat and tidy and free from obstruction at all times, and thatthe clear desk policy is adhered to at the end of each day.

s. To attend weekly Monday morning management meetings andtake any actions or updates and disseminate to the reception and admin teams.

t. Understand security systems & telephone systems and tolook at the data on the Horizon telephone system and analyse the data forservice provision.

u. Acting as building fire marshal, ensuring evacuation listsare current and that the visitors log is used appropriately.

v. To manage the patient registration and removal process forpatients and Temp Residents and to oversee the overall process with the adminand reception staff. This will include the uploading the TRs to PCSE, thecoding of new patients, the summarising, the returning of medical records.

w. To keep up to date with all own tasks, workflow and ownworkloads.

In additionto the primary responsibilities, the Reception and Admin Team Manager may berequested to:

a. Deputise for the practice business manager and the deputypractice manager during periods of absence.

b. Partake in audit.

c. Champion continuous improvement, encouraging staff toparticipate and make suggestions for CI initiatives.

d. Assist with QOF targets.

Person Specification

Qualifications

Essential

Person specification Reception and Admin Team Manager Qualifications GCSE English (C or above) and at least three others- Essential Leadership and/or management qualification or relevant experience - Essential

Desirable

Educated to A-level/equivalent or higher, with relevant experience - Desirable AMSPAR qualification - Desirable NVQ Level 2 in Health and Social Care - Desirable

Skills

Essential

Excellent communication skills (written and oral) - Essential Strong IT skills (generic) - Essential Clear, polite telephone manner - Essential Competent in the use of Office and Outlook - Essential Effective time management (planning and organising) - Essential Ability to work as a team member and autonomously - Essential Good interpersonal skills - Essential Problem solving and analytical skills - Essential Ability to follow policy and procedure - Essential

Desirable

EMIS clinical system user skills - Desirable

Personal qualities & other requirements

Essential

Polite and confident - Essential Flexible and cooperative - Essential Motivated - Essential Initiative and judgement (knowing when to ask for help) - Essential Forward thinker - Essential High levels of integrity and loyalty - Essential Sensitive and empathetic in distressing situations - Essential Ability to work under pressure - Essential Disclosure Barring Service (DBS) check - Essential Maintain confidentiality at all times - Essential

Desirable

Flexibility to work outside of core office hours - Desirable

Experience

Essential

Experience of working with the general public - Essential Experience of administrative duties - Essential Experience of working in a healthcare setting - Essential Experience of leading/managing a team - Essential

Desirable

Experience of providing appraisal writing and staff development - Desirable Experience in a GP practice reception or admin team - Desirable

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