Reception Manager

NHS; Burnley; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading healthcare provider in Burnley is seeking a Reception Manager to oversee the reception area and administrative support for clinical teams. The ideal candidate will have excellent leadership skills, experience managing a team, and strong IT proficiency in systems like EMIS. Responsibilities include managing clinician rotas, coordinating home visits, and ensuring smooth operations in the practice.

Qualifications

• Proven leadership and line management experience.
• Ability to manage a team and work under pressure.
• Strong IT skills with experience in clinical systems.

Responsibilities

• Manage reception area and staff to ensure smooth running.
• Coordinate home visit requests and manage patient registrations.
• Oversee weekly clinician rotas and ensure adequate staffing.

Skills

Leadership

Communication

IT Skills

Education

GCSE in Maths and English

Tools

EMIS

Job description

Overview

Manage reception area and staff to ensure smooth running; provide administrative support to the Clinical GP Lead and Practice Manager.

Job responsibilities

• JOB TITLE: RECEPTION MANAGER
• REPORTS TO: Clinical GP Lead and Practice Manager
• HOURS: 37.5 hours per week
• Oversee weekly clinician rotas, availability, allocations and changes of appointment books on clinical system are carried out accurately.
• Update appointments system for leave/duty changes
• Oversee the implementation of Care Navigation
• Deal with patients who fail to attend booked appointment in line with the practice DNA Policy
• Coordinate the completion of Significant Event Audits within the reception team
• Attend meetings as required and cascade any updates/learning points
• Deal with complaints in accordance with practice complaints procedure and evaluate suggestions
• Coordinate home visit requests
• Deal with patient registrations/deductions
• Set up and maintain computerised appointment system for all services
• Ensure adequate staffing for patient services
• Organise vaccination campaigns and clinics ensuring appropriate staffing levels
• Ensure efficient systems are in place for smooth delivery patient registrations/deductions
• Oversee efficient process for medication requests/online ordering
• Update waiting room noticeboards
• Manage reception/admin team
• Provide induction training and ongoing review
• Ensure practice policies are followed and accurate records are kept, with particular reference to: appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths ensuring all functions are carried out in accordance with agreed procedures, protocols and time-scales, and reporting to the Clinical GP Lead and Practice Manager.
• Staff rotas
• Liaise with management team concerning staffing and organisation of work
• Liaise with other members of the primary health care team, outside agencies and practice volunteers as required

Information technology

• Have full understanding of appointment system
• Have a working knowledge of all software and hardware
• Deal with IT problems in the absence of the practice manager
• Train staff in use of all systems
• Have a clear understanding of telephone systems, daytime and out of hours
• Understand security systems alarms & cameras
• Ensure all clinical rooms are tidy and well stocked on a weekly basis
• Ensure communication systems are running smoothly, and clinicians and reception staff are kept fully informed of changes in procedures
• Assist with production and upkeep of practice procedures
• Manage paperwork systems, including post, internal and external
• Act as a central source of information

Other tasks

• Health and safety: co-ordinate voluntary agencies
• Arrange collections and cards for staff leaving, marriages, births etc
• Deputise for practice manager in their absence

Confidentiality

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and protection of personal and sensitive data

Health and safety

• The post-holder will implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include (but will not be limited to):
• Ensuring job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management.
• Maintaining an up-to-date knowledge of health and safety and infection control (statutory and best practice guidelines) and ensure implementation across the business
• Using personal security systems within the workplace, according to practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business
• Making effective use of training to update knowledge and skills, and initiate and manage the training of others
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiating remedial / corrective action where needed
• Actively identifying, reporting, and correcting health and safety hazards and infection hazards immediately when recognised
• Keeping own work areas and general / patient areas generally clean, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers
• Undertaking periodic infection control training (minimum annually)
• Routine management of own team / team areas, and maintenance of workspace standards

Equality and Diversity

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights

Quality

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources

Communication

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognise people's needs for alternative methods of communication and respond accordingly

Contribution to the implementation of services

• Apply practice policies, standards and guidance
• Discuss with other team members how policies, standards and guidelines will affect own work
• Participate in audit where appropriate

The duties above may change in the light of developments within the Practice and are subject to review

Person Specification

Qualifications

• GCSE in Maths and English

Knowledge and Skills

• The practice occasionally provides other services out of normal hours (e.g. flu clinics, extended hours) and the post holder may be required to take part in this.
• Give good and regular attendance.
• Maintain a tidy and organised work area.
• Any other duty as requested, including covering for absent colleagues.

Experience

• Leadership and line management
• Experience of working under pressure, and deploying a flexible approach to changing priorities
• Good understanding of Primary and Secondary Care
• IT Skills
• Good understanding of EMIS
• Experience of managing a team

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.