Reception Manager

Job title:

Reception Manager

Company

NHS

Job description

Harvey Group Practice are looking for a enthusiastic and dedicated reception manager to join our busy GP practice.Nestled in the heart of the historic city of St Albans, Harvey Group Practice is a well-established and welcoming training centre. Our ethos, encapsulated in the motto ‘We Care’, permeates every aspect of our workMain duties of the jobSupervising Reception Staff: The Reception Manager oversees the reception team, including hiring, training, and scheduling staff to ensure a professional and welcoming environment.Customer Service: They ensure that all visitors are greeted promptly and courteously, addressing inquiries, resolving complaints, and ensuring guests feel welcome.Administrative Duties: Managing administrative tasks such as booking appointments, handling phone calls, and maintaining records. They also ensure that front desk procedures are followed efficiently.Coordination and Communication: The role requires liaising with different departments to ensure smooth operations and resolve issues as they arise.Maintaining the Reception Area: Ensuring the reception area is clean, organised, and stocked with necessary materials such as brochures or promotional materials.About usHarvey Group Practice is a thriving GP practice known for its commitment to providing high-quality healthcare services to the community it serves. We thrive on producing:Comprehensive Care: The practice offers a wide range of primary care services to patients of all ages, from infants to seniors. Whether it’s routine check-ups, chronic disease management, acute care, or preventive health screenings, patients can rely on the Harvey Group Practice for comprehensive and personalised care.Experienced Team: The practice is staffed by a team of experienced and dedicated healthcare professionals, including General Practitioners, nurses, specialists, and administrative staff. Each team member is committed to delivering compassionate and patient-centred care, ensuring that every patient receives the attention and support they need.Patient-Centred Approach: At the Harvey Group Practice, patients are at the heart of everything we do. The practice emphasises building strong relationships with patients based on trust, respect, and empathy. We take the time to listen to patients’ concerns, address their needs, and involve them in decision-making regarding their health and treatment options. Overall, the Harvey Group Practice is renowned for its excellence in healthcare delivery, patient-centred approach, and commitment to improving the health and well-being of the community it serves.Date posted10 September 2024Pay schemeOtherSalaryDepending on experienceContractPermanentWorking patternFull-time, Flexible workingReference numberA3346-24-0001Job locations13-15 Russell AvenueSt AlbansHertsAL3 5HBHarvey Group Practice2 St. Brelades PlaceSt. AlbansHertfordshireAL4 9RGJob descriptionJob responsibilitiesJOB SUMMARYTo Provide a management function to the reception department thereby assisting with the smooth running of the Practice.To lead the reception team, ensuring an efficient and professional manner is maintained.To act as a role model, demonstrating and promoting the standards expected by the practice and creating the energy and enthusiasm for the service.MANAGEMENT FUNCTIONSManage and act as a role model to reception staff, supporting, motivating, and promoting good staff relations.Support staff through conflict resolution, effective time management, workload prioritisation and individual staff development.Through frequent contact with staff, ensure staff implement decisions and work with the practice policies, procedures, and strategic planning.Co-ordinate routine personnel administration, including the monitoring of annual leave, sick leave etc.Ensure cover and suitable contingency plans are in place for all leave, including unforeseen absences, to cover if needed yourself.Be first line of management to deal with disciplinary matters, speak to reception staff when appropriate and notify them of any actions. Accurately document all incidents and outcomes, ensuring that the Practice Manager is kept informed.Assist with recruitment and selection procedure for reception staff.Assist with six month probation reviews and new staff and annual appraisals.Assist with patients to minimise potential problems or complaints.Hold regular reception meetings outside contracted hours if needed.Ensuring waiting areas are kept up to date appropriate material on display.ADMINISTRATIVE FUNCTIONSCompletion of reception rota, fulfilling one shift each working day, leading the team by example if cover is needed.Assessment of daily task, repeat prescriptions are managed appropriately, and that requests are being managed.Acting as the primary point of contact in reception for clinicians.Ensure receptionist on each shift are aware of their role and these are completed daily.Supervise the running of the appointment system. Oversee the alterations or cancellation of surgeries and make alternative arrangements in an emergency or in the event of changes to surgeriesRequirementsQualificationsEvidence of continual professional development and training in different areas of work.ExperienceExperience in delivering patient or customer service comfortable dealing with people from all walks of life.Relevant GP practice or similar experience. Good verbal and written communication skills including running of team meetingsPrevious management experienced would be desirable.Previous customer care experience.Experience of working in a team and accepting responsibility.Experience in managing/supervising and motivating people to achieve results.Experience in working in a fast moving and changing environment.Able to multi-task effectively.Knowledge and CompetenciesSupervisor or management skills particularly in team management.Ability to train and teach others, knowledge of EMIS Web desirable.Ability to follow instructions and protocols, be able to delegate.Ability to organise and prioritise.Personal QualitiesWarm personality, friendly and approachable.Passionate about patient/customer service and your team.Ability to remain calm under pressure.Flexible, adaptable, and reliableEncouraging and supportive, versatile, adaptable, and flexible.Honest, Enthusiastic, confident.Job descriptionJob responsibilitiesJOB SUMMARYTo Provide a management function to the reception department thereby assisting with the smooth running of the Practice.To lead the reception team, ensuring an efficient and professional manner is maintained.To act as a role model, demonstrating and promoting the standards expected by the practice and creating the energy and enthusiasm for the service.MANAGEMENT FUNCTIONSManage and act as a role model to reception staff, supporting, motivating, and promoting good staff relations.Support staff through conflict resolution, effective time management, workload prioritisation and individual staff development.Through frequent contact with staff, ensure staff implement decisions and work with the practice policies, procedures, and strategic planning.Co-ordinate routine personnel administration, including the monitoring of annual leave, sick leave etc.Ensure cover and suitable contingency plans are in place for all leave, including unforeseen absences, to cover if needed yourself.Be first line of management to deal with disciplinary matters, speak to reception staff when appropriate and notify them of any actions. Accurately document all incidents and outcomes, ensuring that the Practice Manager is kept informed.Assist with recruitment and selection procedure for reception staff.Assist with six month probation reviews and new staff and annual appraisals.Assist with patients to minimise potential problems or complaints.Hold regular reception meetings outside contracted hours if needed.Ensuring waiting areas are kept up to date appropriate material on display.ADMINISTRATIVE FUNCTIONSCompletion of reception rota, fulfilling one shift each working day, leading the team by example if cover is needed.Assessment of daily task, repeat prescriptions are managed appropriately, and that requests are being managed.Acting as the primary point of contact in reception for clinicians.Ensure receptionist on each shift are aware of their role and these are completed daily.Supervise the running of the appointment system. Oversee the alterations or cancellation of surgeries and make alternative arrangements in an emergency or in the event of changes to surgeriesRequirementsQualificationsEvidence of continual professional development and training in different areas of work.ExperienceExperience in delivering patient or customer service comfortable dealing with people from all walks of life.Relevant GP practice or similar experience. Good verbal and written communication skills including running of team meetingsPrevious management experienced would be desirable.Previous customer care experience.Experience of working in a team and accepting responsibility.Experience in managing/supervising and motivating people to achieve results.Experience in working in a fast moving and changing environment.Able to multi-task effectively.Knowledge and CompetenciesSupervisor or management skills particularly in team management.Ability to train and teach others, knowledge of EMIS Web desirable.Ability to follow instructions and protocols, be able to delegate.Ability to organise and prioritise.Personal QualitiesWarm personality, friendly and approachable.Passionate about patient/customer service and your team.Ability to remain calm under pressure.Flexible, adaptable, and reliableEncouraging and supportive, versatile, adaptable, and flexible.Honest, Enthusiastic, confident.Person SpecificationExperienceEssential

• The ideal candidate will have a proven track record of managing a reception team in a healthcare environment, with specific experience in GP practices. You will be responsible for overseeing front desk operations, ensuring excellent patient service, managing appointment bookings, and coordinating with clinical staff. Strong organisational skills, attention to detail, and the ability to work under pressure are essential.

Desirable

• *Leadership and Team Management
• *Excellent Communication Skills
• *Customer Service Orientation
• *Organisational and Time Management Skills:
• *Problem-Solving Abilities.
• *Attention to Detail.
• *Flexibility and Adaptability
• *Conflict Resolution

Person SpecificationExperienceEssential

• The ideal candidate will have a proven track record of managing a reception team in a healthcare environment, with specific experience in GP practices. You will be responsible for overseeing front desk operations, ensuring excellent patient service, managing appointment bookings, and coordinating with clinical staff. Strong organisational skills, attention to detail, and the ability to work under pressure are essential.

Desirable

• *Leadership and Team Management
• *Excellent Communication Skills
• *Customer Service Orientation
• *Organisational and Time Management Skills:
• *Problem-Solving Abilities.
• *Attention to Detail.
• *Flexibility and Adaptability
• *Conflict Resolution

Expected salary

Location

St Albans

Job date

Thu, 12 Sep 2024 01:34:22 GMT

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