Care Co-ordinating Reception Manager

Southport and Formby PCN; Sefton; Hybrid; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Training and development

Supportive management team

Varied and rewarding role

Job summary

The Corner Surgery is recruiting for a Care Co-ordinating Reception Manager to lead the Care Navigation and reception team, ensuring a professional, efficient and compassionate service for patients.

The role combines leadership, operational management and patient-facing responsibilities, with training and development provided to grow within the position. A supportive management team and opportunities to develop leadership skills are highlighted in the offer.

Qualifications

• Experience in admin, customer service or public-facing roles.
• Experience supervising, leading or coordinating a team.
• GCSE English and A-Level or equivalent qualifications; NVQ Level 2 in Health and Social Care.

Responsibilities

• Lead and supervise the Care Navigation team to deliver a professional, efficient service.
• Support the Practice Manager and Assistant Manager in running reception services and wider practice operations.
• Coordinate training, appraisals and development discussions for staff.

Skills

Leadership

Communication

Organisational skills

Problem-solving

Education

GCSE English

A-Level qualification or equivalent

NVQ Level 2 in Health and Social Care

Job description

We have an exciting opportunity for a caring, self-motivated, enthusiastic and ambitious individual to join our management team as Care Co-ordinating Reception Manager. This newly developed role offers the chance to lead and shape our Care Navigation service, supporting a dedicated reception team that plays a vital role in delivering excellent patient care.

We are looking for someone who can promote a positive image of the practice, lead by example, motivate and support colleagues, and contribute to the ongoing development of our front-line services. As the first point of contact for many of our patients, our reception team is central to the success of the practice, and this role provides the opportunity to make a real difference to both patient experience and staff development.

Whilst experience within a GP practice would be advantageous, we are keen to hear from individuals from a wide range of administrative, customer service, supervisory or management backgrounds who can demonstrate strong leadership potential and transferable skills. If you are an organised, people-focused professional looking for your next challenge, we would welcome your application. Full training and support will be provided to help the successful candidate develop an understanding of primary care systems and processes.

We welcome applications from new candidates. Previous applicants forthis role need not apply.

Main duties of the job

Main Duties of the Role

The successful candidate will be responsible for the day-to-daysupervision, co-ordination and development of the Care Navigation team,ensuring patients receive a professional, efficient and compassionate service.They will work closely with the Practice Manager and Assistant Manager tosupport the smooth running of reception services and contribute to widerpractice operations.

The role combines leadership, operational management and patient-facingresponsibilities and requires excellent communication, organisational andproblem-solving skills. The successful applicant should be able to workindependently, use their own initiative and work collaboratively as part of awider team.

About us

Why Join Us?

At our practice, we pride ourselves on being a supportive, friendly and forward-thinking team. We recognise the crucial role our Care Navigation team plays in delivering outstanding patient care and are committed to investing in the development and wellbeing of our staff.

We offer:

• A supportive and approachable management team.
• Opportunities to develop leadership and management skills.
• A varied and rewarding role where no two days are the same.
• The opportunity to influence and improve patient services.
• Ongoing training and development.
• A positive team culture that values collaboration, innovation and staff wellbeing.

The Corner Surgery is a busy, established GP surgery with a good CQC rating serving around 4500 patients. This will be a new role for the Practice and the successful candidate will join an established, friendly team putting excellent, safe patient care at the heart of everything they do.

Applicants must have an existing right to work in the UK. Unfortunately, we are unable to offer visa sponsorship for this position.

Job responsibilities

Main Duties of the Role

The successful candidate will be responsible for the day-to-day supervision, co-ordination and development of the Care Navigation team, ensuring patients receive a professional, efficient and compassionate service. They will work closely with the Practice Manager and Assistant Manager to support the smooth running of reception services and contribute to wider practice operations.

The role combines leadership, operational management and patient-facing responsibilities and requires excellent communication, organisational and problem-solving skills. The successful applicant should be able to work independently, use their own initiative and work collaboratively as part of a wider team.

Care Navigation and Leadership Responsibilities

• Provide day-to-day leadership and management of the Care Navigation team.
• Support, motivate and develop team members, providing guidance and coaching where required.
• Monitor workloads and ensure key daily tasks are completed efficiently and effectively.
• Manage day-to-day operational issues and support staff in resolving challenges.
• Lead and support annual appraisals and personal development discussions.
• Manage staffing levels, rota planning and leave requests to ensure appropriate service provision.
• Participate in recruitment, induction and onboarding of new team members.
• Co-ordinate and oversee training and development for reception staff.
• Facilitate regular team meetings, encouraging communication and continuous improvement.
• Assist with the preparation of staff communications and practice updates.
• Manage complex patient enquiries and informal complaints relating to reception services.
• Act as a key point of contact between reception staff, clinicians and management.
• Review existing systems and processes, making recommendations to improve efficiency, quality and patient experience.
• Support effective utilisation of clinical appointments and appointment capacity.
• Monitor booking processes and help ensure patients are directed to the most appropriate service.
• Co-ordinate the Patient Participation Group, including meeting organisation, agendas and minutes.
• Manage communications relating to patients who have moved outside the practice boundary.
• Support health and safety responsibilities, including designated fire marshal duties.
• Ensure reception areas remain organised, well-equipped and professional at all times.
• Oversee practice deliveries and ensure compliance with cold chain requirements where applicable.
• Liaise with IT support providers regarding routine technical issues.

Reception Responsibilities

• Maintain flexibility to support reception operations during periods of annual leave, sickness or unexpected absence.
• Deal with telephone enquiries from patients and members of the public.
• Book appointments and home visits, ensuring patients are directed to the most appropriate clinician or service.
• Cancel and rearrange appointments where required.
• Process prescription requests and liaise with the pharmacy team as necessary.

Additional Responsibilities

The Care Co-ordinating Reception Manager may also be asked to:

• Participate in quality improvement work and audits.
• Support the delivery of QOF, contractual and regulatory requirements.
• Assist with seasonal vaccination campaigns and other health initiatives.
• Deputise for the Assistant Manager or Practice Manager during periods of absence.
• Undertake other duties appropriate to the role and level of responsibility.

Training and support will be provided, and the role will continue to develop as the successful candidate grows within the position.

Person Specification

Personal Qualities / Other Requirements

• Positive and professional approach
• Caring empathetic and patient-focused
• Confident and approachable
• Flexible and adaptable
• Motivated and enthusiastic
• Ability to use initiative and sound judgement
• Forward-thinking with a desire to improve services
• Honest reliable and trustworthy
• Calm and resilient under pressure
• Flexibility to work outside normal office hours when required.
• Commitment to maintaining confidentiality.
• Satisfactory DBS check.
• Commitment to ongoing personal and professional development

Experience

• Experience working with the general public
• Experience in an administrative customer service or public-facing role
• Experience of working collaboratively within a team environment
• Experience within General Practice, primary care or another healthcare setting
• Experience supervising leading mentoring or co-ordinating a team
• Experience in service co-ordination project work or process improvement
• Experience working with a range of healthcare professionals or multidisciplinary teams

Qualifications

• GCSE English Grade C or 4 or above and at least three other GCSEs or equivalent qualifications
• A-Level qualification or equivalent
• NVQ Level 2 in Health and Social Care

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.