RECEPTION MANAGER

for the day to day supervision and management of all reception staff and

associated functions including the repeat prescribing and the clinical system,

ensuring all functions are carried out in accordance with agreed procedures,

protocols and time-scales, reporting to the Assistant Practice Manager as

necessary.

Have

a full understanding of the appointment system

Continually

assess and evaluate systems recommending changes and improvements to the

Assistant Practice Manager as appropriate.

Make

appointments for patients to see Doctor, Nurse and other clinical staff

associated with the practice

Train,

supervise, educate & performance manage reception staff in the use of the

appointments system

Be

involved in the organisation of flu clinics & co-ordinate staffing

Deal

with more complex enquiries from patients.

with general telephone enquiries from patients and general public.

Process

Patient Access requests.

GP2GP data

Record

requests for house calls.

Process

urgent requests for repeat prescriptions.

Register

new patients, including temporary patients.

Process

Change of Address and advice patients when they have moved outside the practice

boundary.

Record

messages for Doctor, Nurse and Administrative staff.

Lead

on collection of Friends & Family and Google Reviews.

Deal

with Patient facing Messages that are doctor or reception related

To

cover in Reception when necessary this

may be out of your normal hours of work.

open to change as the needs of the practice change according to patient need

and/or legislation.

Patient experience, complaints and communication

Handle complex or sensitive

enquiries professionally, empathetically and within agreed authority.

De-escalate challenging

situations and support staff affected by unacceptable behaviour, following the

practices incident and escalation procedures.

Identify, record and

escalate complaints, significant events, safeguarding concerns and patient

safety issues in accordance with policy.

Support patient feedback

processes, including Friends and Family Test arrangements where applicable, and

identify improvements arising from feedback.

Ensure accessible

communication, reasonable adjustments and equitable treatment for patients and

carers.

Systems, quality and governance

Support

effective use of EMIS Web, telephone systems, patient online services, document

workflows and other practice systems; assist with staff training and escalation

of faults.

Keep

reception procedures, desk guidance, patient notices and operational

instructions accurate and up to date in conjunction with management.

confidentiality and comply with UK GDPR, Data Protection Act 2018, NHS

information governance requirements and local policies.

Support safe

identity verification, appropriate access to patient information and secure

handling of documents and messages.

Monitor

workflow quality, identify recurring issues and recommend practical

improvements, including use of available service data.

We are a friendly, forward thinking practice.

12,300 patients.

3 partners, 8 Salaried GPs and 2 Nurse Clinicians.

Experienced nursing team including Health Care Assistant and

a Phlebotomist.

Stable administrative team.

High QOF achievers

CQC rating is good.

EMIS Web.

Experience

Essential: - Experience of working in a busy customer-facing service; resolving difficult enquiries

Desirable: - General practice/NHS reception management; staff appraisal; coordinating rotas and workloads

Leadership & Communication

Desirable: - Experience implementing service improvements; - Experience handling formal complaints.