GP Reception Manager

Pilgrims Way Surgery; South Shields; On-site; GBP 17,000 - 24,000; Full time

Job summary

Pilgrims Way Surgery is looking for an Assistant Reception Manager to support the Practice Manager and lead a small reception team. The role focuses on delivering outstanding patient experiences, ensuring clear communication within the team and with patients, and maintaining an efficient, well-organised service.

The successful candidate will promote high standards, adapt to workload changes, and be a role model for reception staff while coordinating with the Practice Manager and broader

Qualifications

• Experience supervising a team in a healthcare setting.
• Experience managing rostas and staffing levels.
• Experience handling feedback and driving service improvements.
• Proficient with Microsoft and clinical systems.
• Experience using NHS digital systems like EMIS/IPLATO/NHS App.

Responsibilities

• Lead and support the Reception Team to ensure smooth day-to-day operations.
• Manage staff rotas, training, absence management and team development.
• Monitor workload across reception, telephone and online services.
• Report and monitor patient feedback and complaints; work with Practice Management.
• Ensure patient confidentiality and information governance compliance.

Skills

Staff management

Customer service

Communication

Information governance

Education

GCSE Maths & English

Tools

EMIS

IPLATO

NHS App

Job description

The Assistant Reception Manager provides support to the Practice Manager and Assistant Practice Manager and works with the whole team across a range of duties relating to the patient experience. To lead a small reception team and support the Assistant Practice Manager to deliver a outstanding service.

The main purpose of this role is to ensure excellent communication within the Reception Team and to patients, an efficient and organised service provision and support the practice with improvements.

The Practice Reception Manager will lead the Reception Team to deliver a proffessional and helpful service and to provide excellent communication between patients, Doctors and the wider team. The practice Reception Manager will also need toi be responsive to Prqactice Policies, Prioroties and the changing needs of the PRactice and adapt to the owrkload as required.

To act as a role model, demonstrating and promoting the standards expected by the Assistant Practice Manager and creating a energy and enthusiasm for the practice.

This position would ideally be suitable for someone that has worked within a GP Surgery as a Receptionist and Administrator who would like to progress further in their career.

Main duties of the job

The Reception Manager leads and supports the Reception Team, ensuring the smooth day to day running of the reception.

Responsibilities include:

• Managing Staff Rotas
• Staff Training
• Absence Management
• Team Development
• Monitor workload across reception, telephone and online services
• To report and monitor patient feedback and complaints
• To work closely with the Assistant Practice Management

About us

We are a friendly, well established Practice with approximately 9000 patients. Our Team consists of 2 GP Partners, 1 Salaried GP,2 PAs, 2 Nurse's and 2 HCAs, supported by Receptionist staff and a Secretary.

Job responsibilities

Starting Salary: £15.00 per hour

Hours:

Monday 0730 - 1830

Tuesday 0730-1830

Thursday 1330-1800

Friday 1200 -1830

General

Work as a flexible member of the team to ensure the smooth running of the Reception, providing support to other tema members when necessary.

Lead the patient facing team with a postive attitude and a friendly an dhelpful service delivery

Promoting and providing the highest standards of customer care for all patients

Provide support and work with the Assistant Practice Manager

Attend training courses and meeting as and when required

To undertake any other tasks requried within the role

Reception Team

Management of the reception team under the Assistant Practice Managers Lead

Managing rotas to ensure adequate staffing levels are maintained and arranging cover when needed.

To liaise with Assitant Practice Manager before any reception staff appraisals

To assist with the Assistant Practice Manager with absence managment including return to work meetings

Training and completion

Assist with the Recruitment including attending interviews

Training staff

Support all teams

Be familiare with Practice Policies

Respond to Patient and records comments

share with reception team for learning and improvements

Work alongside the Patient Participation Group and attend meetings

Support reception promoting and encouraging online services

Reception Administration

Ensure all duties and tasks are completed within a timely manner by reception

Ensure all staff are competent to handle any admin duties or patient tasks

Oversee the delegation of general housekeeping duties

Make sure the working environments are tidy, information governance compliant, safe and minimising waste where possible

Ensure the reception team operate within practice policies with particular attention to patient confidentiality and information security measures

Over see any significant events from reception

To be fully involved and particpate with all reception duties including booking, cancelling and checking in patients, complete and also support reception Anima, emails and admin tasks, as well Repeat prescription requests, sick notes and SARS.

Person Specification

Qualifications

• Educated to GCSE level or equivalent including Maths and English
• Experience working in a GP Practice
• Previous experience of managing or supervising a team within a healthcare setting, customer service or admin role
• Experience of managing roatas and staffing levels
• Experience of handling feedback and service improvement initiatives
• Experience in working with confidential information and maintaining information governance standards
• Proficient in Microsoft and clinical systems
• Experience using EMIS, IPLATO, NHS APP and any other NHS digital systems

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.