Job Title: Reception Manager
We have an exciting opportunity to join our primary care reception team at Eynsham Medical Group serving communities in and around Eynsham and Long Hanborough in West Oxfordshire.
Hours: part-time
Salary: £14.98
Location: Eynsham Medical Centre and Long Hanborough Surgery
Eynsham Medical Group is dedicated to deliver excellent patient care to over 16,000 patients. We are seeking a dynamic and organised Reception Manager to lead our front desk operations and enhance patient experience.
Job Summary
As the Reception Manager you will be the face of our practice, ensuring smooth day-to-day operations of the Patient Care Advisor (PCA) team and fostering positive patient engagement, improving workflow efficiency, and maintaining a professional and welcoming environment for all.
Responsibilities will include managing the PCA team, patient engagement, team leadership, communication, administration oversight, performance monitoring, and technology utilisation.
Previous team leadership and customer service experience is essential.
The right candidate must be an excellent communicator, will need exceptional interpersonal skills, and be able to work in a fast-paced healthcare environment.
Reports to: Deputy Practice Manager (DPM)
Responsible for: Patient Care Advisors
MAIN PURPOSE OF JOB
To lead, manage and develop the Patient Care Advisor team to deliver high quality front desk operations to over 16,000 patients, provide support to colleagues, and enhance patient experience. To implement agreed policies effectively and introduce new services to enhance operational efficiency and improve the quality of care delivered to patients.
Responsibilities/duties
Patient Care Advisor Team
* Manage and lead a team of Patient Care Advisors (PCA) on two sites
* Review, update and maintain PCA/Care Navigator policies and protocols
* Oversee the management of any HR issues, recruitment, keeping DPM and PM informed and if involvement is required
* Recruit suitable candidates
* Identify training and skills shortages within the team, organise and engage team in training to fill skill gaps
* Manage the rotas, and annual leave requests ensuring any staff gaps are filled
* Carry out annual appraisals, perform return to work interviews and exit interviews
* Review and deal with patient complaints and refer to Practice Manager anything out of remit. Ensure all PCAs are adequately trained to handle complaints sensitively
* Evaluate, select, and implement appropriate IT systems to optimise team workflows and enhance service delivery. Ensure all team members receive comprehensive training
* Manage telephone workflow. Collaborate with other managers to develop and manager website content, ensuring accurate and engaging information is consistently delivered
* Keep PCA team informed about Practice matters, attend other team meetings, liaise with PCA clinical lead
Patients
* Ensure a welcoming and efficient reception service for patients, staff and visitors
* Ensure new patient registration processes are followed by the team and make suggestions for improvement if applicable
* Take responsibility for patient communication on website, social media, newsletter, noticeboards, waiting room screens, and manage patient correspondence email list
* Develop strategies to enhance patient satisfaction and implement initiatives to improve the patient journey
* Ensure the team adheres to safeguarding policies
Health and Safety
* Responsible for reception areas including Health and Safety compliance
* Ensure that reception and waiting room areas are kept clean and tidy
* Assist in promoting and maintaining health and safety, and security as per the H&S policy
* Assist with the updating of the practice business continuity plan
Confidentiality
* Adhere to strict confidentiality policies
* Ensure the PCA team maintain the highest standards of patient privacy and date protection
Other
* Monitor and report on reception performance metrics, identifying areas for improvement
* Complete weekly workload dashboard
* Attend monthly Managers meetings
* Any other reasonable duties necessary
The post-holder will support the equality, diversity and rights of patients, carers and colleagues.
Person specification
* Good standard of general education
* Excellent computer skills including email, word and excel
* Customer care experience
* Strong leadership / Team leading experience
* Dealing with complaints effectively
* Experience of working effectively under pressure and meeting deadlines to manage and prioritise a varied and busy workload
* Excellent interpersonal and communication skills
* An excellent command of written English and the ability to draft correspondence
* Strong IT skills
* Ability to work cooperatively as part of a team
* Attention to detail
* A proactive work ethic with a 'can-do' attitude
* Ability to work independently and to demonstrate initiative with a willingness to resolve situations, as well as knowing when to refer issues to others
* Excellent telephone manner
* Flexible and positive attitude
* Smart appearance
Job Type: Permanent
Pay: From £14.68 per hour
Benefits:
* Company events
* Company pension
* Cycle to work scheme
* Free parking
* On-site parking
* Store discount
Education:
* A-Level or equivalent (preferred)
Experience:
* Leadership: 3 years (required)
* Customer service: 5 years (required)
Language:
* English (required)
Licence/Certification:
* Driving Licence (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person