Reception Manager Job Description
To be responsible for the efficient management and direction of the reception team, ensuring all reception duties are performed effectively and to the required standard, meeting the objectives of the practice. Support the practice management team in promoting equality, diversity & inclusion, and quality, safety, and improvement. You will be responsible for setting and maintaining a positive, collaborative culture within the team and ensuring the team embraces change and continuous learning and development. Carry out other duties as directed by the practice management team. You will also be required to work as part of the core reception team, to provide a point of contact for patients. Facilitate effective communication between patients and the Primary Health Care Team and promote a positive image of the practice to its patients and service users.
* Manage and oversee the reception services of the practice, ensuring staff achieve their primary responsibilities and objectives.
* Line manage all reception staff, support staff development, provide guidance and direction, and ensure staff are up to date with mandatory training.
* Identify and deliver team training where required.
* Develop, implement, and embed efficient reception processes and procedures.
* Act as a focal point for communication, advising reception and administrative staff on methods of communication and best practices.
* Provide initial guidance, advice, and acknowledgment to patients who wish to complain. Support with de-escalation through skilled communication and assist the practice complaints lead with gathering relevant information.
* Oversee the use of the practice system(s) for online consultation and clinical and administrative queries, ensuring this is supported and used effectively by the reception team as the main access route for patients, regardless of the mechanism of access (walk-in, telephone, online) and across the full operational hours of the practice.
We are Surrey Heath Community Providers Limited, a federation of 7 GP practices across 10 sites, covering over 97,000 patients across Surrey Heath. Since 2016, we have employed around 200 staff across clinical and support teams. Our services include Surrey Heath Primary Care Network, PRIMACY workflow management, and Upper Gordon Road Surgery.
As a GP Federation and Primary Care Network, we are committed to representing our member practices and championing primary care by working with local general practice and system partners to provide community-based healthcare services. We are dedicated to delivering safe and compassionate care, ensuring our patients feel safe, supported, and respected, especially during vulnerable times. Our vision is to provide high-quality, seamless healthcare that enables people to lead healthier lives while feeling supported and cared for.
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