Reception Manager

Forest Health Care; Cinderford; On-site; GBP 25,000 - 35,000; Full time

Job summary

A healthcare practice in Cinderford is seeking a Reception Manager to lead the reception team across multiple sites. The role involves managing staff, overseeing administrative support, and ensuring a positive patient experience. Ideal candidates will have strong communication skills and experience in team management. A competitive salary and opportunities for professional development are offered.

Benefits

Competitive salary

Opportunities for training and professional development

NHS pension and staff benefits

Qualifications

• Experience of supervising or managing a team.
• Great communication skills and a friendly, approachable manner.
• Confidence using IT systems is beneficial.

Responsibilities

• Lead and support the reception team.
• Manage administrative staff and ensure mandatory training is completed.
• Organise rotas and schedule regular team meetings.

Skills

Excellent communication skills (written and oral)

Problem solving and analytical skills

Flexible and cooperative

Ability to work under pressure

Education

GCSE English (C or above) and at least three others

Educated to A-level/equivalent or higher, with relevant experience

NVQ Level 2 in Health and Social Care

Tools

Office and Outlook

Job description

Lead with care. Support our patients. Join our team.

Forest Health Care - Cinderford, Ruardean and Westbury.

Are you a people person with great organisational skills? Do you enjoy leading a team and making a difference every day? Were looking for a Reception Manager to join our friendly GP surgery, helping us provide the very best service to our patients.

As the front of house for our surgery, the reception team is often the first point of contact for patients. Your role will be to lead and support this team, making sure things run smoothly, patients feel welcomed and cared for, and staff feel supported and valued.

Main duties of the job

What you\'ll be doing:

Leading and supporting our reception team with kindness, encouragement and clear direction

Making sure the reception desk runs across all three sites efficiently and patients are welcomed with warmth and professionalism

Organising rotas, training new team members and helping everyone to do their best work

Being a go-to person for patient queries and helping to resolve issues calmly and positively

Working closely with the wider practice team to improve the patient experience.

What we\'re looking for:

Experience of supervising or managing a team (healthcare or customer service background welcome!)

Great communication skills and a friendly, approachable manner

Someone who stays calm under pressure and enjoys problem-solving

Confidence using IT systems (experience with SystmOne is a bonus, but not essential)

About us

We can offer you:

A welcoming, supportive team where your ideas are valued

The chance to make a real difference to our patients and community

Opportunities for training and professional development

Competitive salary depending on experience

NHS pension and staff benefits

If you\'re organised, caring, and enjoy leading people, we\'d love to hear from you

Job responsibilities

Thefollowing are the core responsibilities of Reception Manager. There may be, onoccasion, a requirement to carry out other tasks; this will be dependent uponfactors such as workload and staffing levels.

TheReception Manager is responsible for:

Overseeingthe administration and support operations of the practice, ensuring staffachieve their primary responsibilities

Linemanaging all administrative staff, supporting staff development, providingguidance and direction, ensuring staff are up to date with mandatory training

Completingstaff appraisals as required

Completinginduction plan and probation reviews for new team members

Identifyingand delivering team training where required

Compilingreception team staff rotas.

Scheduling,coordinating and minuting regular team meetings

Reviewingand updating all reception policies and standard operating procedures asrequired

Supportingthe management team in the compilation of practice reports and the practicedevelopment plan

Developing,implementing and embedding efficient office processes and procedures to adhereto extant legislation

Coordinatingthe home visits rota in conjunction with Urgent Care Team and GPs

Providingsupport for the Rota Administrator updating the appointment ledger for allclinicians

Providinginitial guidance and advice to patients who wish to verbally complain.

Acknowledgingwritten complaints with the correct information and within the requiredtimescales

Managingall deliveries to the practice, ensuring adherence to the cold chain policy asnecessary

Ifrequired, acting as building fire marshal, ensuring evacuation lists arecurrent and that the visitors log is used appropriately

Processpersonal, telephone and e-requests for appointments

Answerincoming phone calls, transferring calls or dealing with the callers requestappropriately

Signpostpatients to the correct service

Initiatingcontact with and responding to, requests from patients, team members andexternal agencies

Monitorand maintain the reception area and notice boards

Supportall clinical staff with general tasks as requested

Person Specification

Experience

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a healthcare setting
• Experience of leading/managing a team
• Experience of providing appraisal writing and staff development

Personal Qualities

• Polite and confident
• Flexible and cooperative
• Motivated
• Initiative and judgement (knowing when to ask for help)
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure

Qualifications

• GCSE English (C or above) and at least three others
• Educated to A-level/equivalent or higher, with relevant experience
• NVQ Level 2 in Health and Social Care

Skills

• Excellent communication skills (written and oral)
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure

Other requirements

• Flexibility to work outside of core office hours
• Maintain confidentiality at all times

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.