Overview
The following outlines the core responsibilities of the Reception Manager. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
Responsibilities
* Overseeing the administration and support operations of the practice, ensuring staff achieve their primary responsibilities.
* Line manage all administrative staff, support staff development, provide guidance and direction, and ensure staff are up to date with mandatory training.
* Completing staff appraisals as required.
* Completing induction plans and probation reviews for new team members.
* Identifying and delivering team training where required.
* Compiling reception team staff rotas, scheduling, coordinating and minuting regular team meetings.
* Reviewing and updating all reception policies and standard operating procedures as required.
* Supporting the management team in the compilation of practice reports and the practice development plan.
* Developing, implementing and embedding efficient office processes and procedures to adhere to extant legislation.
* Coordinating the home visits rota in conjunction with Urgent Care Team and GPs.
* Providing support for the Rota Administrator updating the appointment ledger for all clinicians.
* Providing initial guidance and advice to patients who wish to verbally complain.
* Acknowledging written complaints with the correct information and within the required timescales.
* Managing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary.
* If required, acting as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately.
* Processing personal, telephone and e-requests for appointments.
* Answering incoming phone calls, transferring calls or dealing with the caller's request appropriately.
* Signposting patients to the correct service.
* Initiating contact with and responding to requests from patients, team members and external agencies.
* Monitoring and maintaining the reception area and notice boards.
* Supporting all clinical staff with general tasks as requested.
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