We are seeking a Reception Manager to lead a dedicated team to deliver exceptional levels of customer service to our patients and visitors.Previous management experience and leadership skills are essential as well as primary care experience. You will need to demonstrate the ability to communicate effectively at all levels and have excellent customer service skills.You will be responsible for ensuring that all patients are provided with an outstanding and consistent service, ensuring that no patient leaves the surgery unhappy. You must have excellent communication skills, empathy, compassion and a strong desire to learn new skills. You must have a positive attitude, be self-motivated and have the ability to think innovatively to be successful in this role. At St Georges Medical Centre, we always welcome new ideas and actively encourage fresh ways of working at all levels. As a growing business we are always challenging existing work practices to ensure continuous improvement in all that we do.The working environment is both fast paced and target driven, which requires individuals to be both customer and commercially focused. An assertive professional will be required to ensure that the drive to continuously improve is embedded within the reception team.
Main duties of the job
As Reception Manager, you will oversee Reception operations to ensure that team members are prepared and well-informed to deliver our patients an exceptional experience. You will be expected to meet the expectations of our patients and visitors, therefore, must perform the following tasks to the highest standards:
Oversee the entire front office operation to maintain high standards
Evaluate levels of patient satisfaction and monitor trends, with a focus on continuous improvement
Ensure the reception team maintain/exceed departmental targets and objectives
Set and manage appropriate work schedules for team members and clinical team
Ensure team members have current knowledge of services and are continuously trained to learn and understand policies and practices
Monitor staffing levels to meet/cover business demands
Conduct weekly/monthly communication meetings and produce minutes
Recruit, manage, train and develop the reception team
To support patient retention and enhance patient satisfaction
To ensure all customer enquiries and complaints are handled within agreed timescales.
Motivate and engage your team to create a culture of high performance and excellent service.
Build relationships and ascertain how the practice can best serve individual patient needs
About us
St Georges Medical Centre is a busy Practice with a population size of 9500 patients.We have a large clinical team of 5 GP partners, 5 Salaried GPs, 1 Advanced Nurse Practitioner, 3 Practice Nurses, 2 Health care assistants and 2 phlebotomists. We are also a training Practice and currently have 4 GP trainees at the Practice, as well as medical students.St Georges runs a dedicated community Ophthalmology clinic on site and hosts a number of community services, such as diabetes, podiatry, orthotics and minor surgery.At St Georges our aim is to deliver the best possible healthcare to our patients and support one another in that process. We always welcome new ideas and actively encourage fresh ways of working at all levels. We are always challenging existing work practices to ensure continuous improvement in all that we do.
Job responsibilities
We are seeking a Reception Manager to lead a dedicated team to deliver exceptional levels of customer service to our patients and visitors.Previous management experience and leadership skills are essential as well as primary care experience. You will need to demonstrate the ability to communicate effectively at all levels and have excellent customer service skills.You will be responsible for ensuring that all patients are provided with an outstanding and consistent service, ensuring that no patient leaves the surgery unhappy. You must have excellent communication skills, empathy, compassion and a strong desire to learn new skills. You must have a positive attitude, be self-motivated and have the ability to think innovatively to be successful in this role. At St Georges Medical Centre, we always welcome new ideas and actively encourage fresh ways of working at all levels. As a growing business we are always challenging existing work practices to ensure continuous improvement in all that we do.The working environment is both fast paced and target driven, which requires individuals to be both customer and commercially focused. An assertive professional will be required to ensure that the drive to continuously improve is embedded within the reception team.Additional essential prerequisites also include:
The ability to make decisions confidently
Remain calm and focused when faced with emergency and security situations
The awareness/ability to judge when to escalate situations/problems to senior management.
A high degree of confidentiality, sensitivity, discretion and tact.
Flexible and cover holiday and sickness leave when required.If the above describes you then we would love to hear from you.
*Please note that this post may close earlier than the stated closing date if sufficient applications are received, therefore if you are interested in applying, please submit your application for consideration as soon as possible.We will only be in contact with you if your application is successful.
Person Specification
Experience
* Management experience and leadership skills.
* Experience of working in primary care.
Qualifications
* Management or leadership qualification
Skills
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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