Overview
Reception Manager GP Surgery
Forest Health Care - Cinderford, Ruardean and Westbury.
Are you a people person with great organisational skills? Do you enjoy leading a team and making a difference every day? We are looking for a Reception Manager to join our friendly GP surgery, helping us provide the very best service to our patients. As the front of house for our surgery, the reception team is often the first point of contact for patients. Your role will be to lead and support this team, making sure things run smoothly, patients feel welcomed and cared for, and staff feel supported and valued.
Location: Cinderford Medical Centre, Valley Road, Cinderford, Gloucestershire, GL14 2NX.
Responsibilities
* Leading and supporting our reception team with kindness, encouragement and clear direction
* Ensuring the reception desk runs across all three sites efficiently and patients are welcomed with warmth and professionalism
* Organising rotas, training new team members and helping everyone to do their best work
* Being a go-to person for patient queries and helping to resolve issues calmly and positively
* Working closely with the wider practice team to improve the patient experience
* Overseeing the administration and support operations of the practice, ensuring staff achieve their primary responsibilities
* Line managing all administrative staff, supporting staff development, providing guidance and direction, ensuring 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 requests 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
Qualifications and experience
* Experience of supervising or managing a team (healthcare or customer service background welcome)
* Great communication skills and a friendly, approachable manner
* Ability to stay calm under pressure and solve problems
* Confidence using IT systems (experience with SystmOne is a bonus, but not essential)
Person specifications
* 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
* Polite and confident, flexible and cooperative, motivated
* Initiative and judgement, forward thinking, high integrity and loyalty
* Sensitive and empathetic in distressing situations, ability to work under pressure
* GCSE English (C or above) and at least three other subjects
Desirable qualifications and skills
* Educated to A-level/equivalent or higher, with relevant experience
* NVQ Level 2 in Health and Social Care
* Leadership and/or management qualification
* Excellent communication skills (written and oral); strong IT skills; clear, polite telephone manner
* Competent in the use of Office and Outlook; effective time management
* Ability to work as part of a team and autonomously; good interpersonal and problem-solving skills
* SystmOne user skills (desirable)
Other requirements
* Flexibility to work outside of core office hours
* Disclosure and Barring Service (DBS) check
* Maintain confidentiality at all times
Disclosures: This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Employer details
Employer: Forest Health Care
Address: Cinderford Medical Centre, Valley Road, Cinderford, Gloucestershire, GL14 2NX
Website: foresthealthcentre.nhs.uk
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