Reception Operations Lead

Chorlton Family Practice; Manchester; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Friendly team

Career development opportunities

Staff training

Job summary

Chorlton Family Practice in Manchester seeks a GP Practice Reception Operations Lead to be the heart of the team, leading the reception and admin staff, developing processes and helping the practice run smoothly while you grow your management skills.

You will implement rotas, oversee onboarding and training, support CQCs, resolve complaints early, and work with the management team to drive service excellence.

Qualifications

• GCSE English (C or above) and at least three others.
• 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.
• Experience of leading/managing a team.

Responsibilities

• Staff Rota: produce the weekly staff rota with adequate cover.
• Clinics: deputise coordination of clinics and GP rota.
• Ensure policies are issued, signed, scanned and recorded.
• Ensure mandatory training is completed for practice staff.
• Quality control: monitor call stats and staffing levels.
• Monitor live call stats and adjust resources as needed.
• Registrations: action registrations and workflow tasks.
• Oversee outstanding tasks in Emis/Docman/Accurx and escalate as needed.
• Staff absence: manage out-of-office settings in systems.
• Induction for reception staff; ensure logins and training.
• Appraisals and line-management for reception staff.
• Ensure admin staff complete mandatory training.
• Initial contact for patient complaints and escalation when needed.
• Fire Marshall duties for the practice.
• Oversight of administrative tasks and timely completion.
• Support management in quality, confidentiality and service delivery.

Skills

Leadership

Time management

Communication skills

Team management

Customer service

Problem solving

Education

A-level/equivalent or higher

GCSE English and other subjects

Tools

Office

Outlook

Job description

Make a Difference Every Day : GP Practice Reception Operations Lead

We're looking for someone to be the heart of the practice, to lead and develop an excellent reception team. You'll think on your feet and help the practice run like clockwork. This is a chance to develop your management skills and progress your career.

We offer a friendly and supportive team where you'll feel valued and appreciated.

Main duties of the job

Responsible for the day-to-day management of the receptionand admin teams, ensuring their associated roles and tasks are carried out inaccordance with agreed procedures, protocols and time-scales

Responsible for delegating,overseeing and managing the workload of the Receptionist, as well as providingsupport and training to these staff.

Responsible for the management ofthe staff rota for the reception & admin teams, ensuring at all times thereis a minimum of 4 weeks of rotas on the system.

Responsible for ensuring the smoothrunning of all designated Reception areas.

To carry out receptionist dutieswhen required/necessary to do so.

To pro-actively work to diffusecomplaints at an early stage at Reception.

To work with the Management team toensure that the Practice fulfils its CQC requirements and staff receive allnecessary training.

To undertake a variety ofadministrative duties to assist in the smooth running of the Practice.

Assist the management teams inupdating all policies and procedures relating to Reception.

About us

We aim to provide patient-centred care, a positive working environment and excellent service to our patients. We are proud of our work ethos which is friendly and professional, we aim to ensure a smooth-running practice. The staff work closely together and enjoy social events outside of work time.

Chorlton Family Practice is located within the Greater Manchester Care Partnership and NHS Greater ManchesterIntegrated Care Board and serves a patient population of 22,640 in Chorlton.

There is a team of 7 GP partners and 8 salaried GPs who provide cover at both practices. The GPs are supported at the practice by a team of reception/administration staff. The practice management team consist of a Business Operational Manager, Finance Manager and Deputy Manager.

Job responsibilities

Staff Rota To produce the weekly staffrota ensuring that all areas have adequate cover ensuring cover for sicknessand annual leave.

Clinics - To deputise the coordination ofclinics and GP Rota in the absence of the deputy manager

To ensurethat all practice policies are issued and signed, then scanned andelectronically recorded.

To ensurethat mandatory training is completed for practice staff

Qualitycontrol oversightTo continuously monitor call stats and ensure that staffing levels areappropriate taking into consideration busier times of the day/week.

Tomonitor live call stats to ensure that resource is increased/reduced wherenecessary.

Toperform weekly call quality checks for all non clinical staff and feedback toindividuals.

Registrations To action all registrations andassociated registration workflow actions.

Overseeingoutstanding tasks Ensuring that tasks in all Emis, Docman & Accurx are actioned andestablishing reasons for maintained tasks and elevate where necessary ifthey are unable to be completed.

Ensuringthat individual staff tasks (assigned to individual staff) are also monitoredand actioned for all workstreams.

StaffAbsence Toensure that Out of Office settings are applied to systems such as Docman,Emis and Outlook

Firstport of call for reception staff queries

Inductionreception staffTo ensure that log ins are created for systems, access equipment is issued, policies are signedand Mandatory training is completed.

Appraisals for reception staff along with deputy practice manager

Linemanage reception staff including completion of return to work interviews andsickness management

Ensureadmin staff have completed mandatory training To continuously monitor mandatory trainingfor all non clinical staff ensuring that relevant modules are completed andmodules expiring are completed within retraining period.

Initialcontact for patients who wish to complain To attempt to resolve complaints at point ofcontact and elevate where resolution is not possible and where appropriaterecord on clarity.

FireMarshall To actas Fire Marshall for the practice ensuring that annual fire Marshall trainingis completed

Oversight of administrative tasks Ensuring that workflow tasks are competed within appropriate timingand ensuring accuracy. Any errors/events which result in delays in completionare escalated to management.

Overall

To be responsible for the efficient management and direction of theadministration team, ensuring all administrative duties are performedeffectively and to the required standard, meeting the objectives of thepractice.

To support the management team in quality and continuous improvement,confidentiality, collaborative working, service delivery, learning anddevelopment, and to carry out other duties as directed by the management team.

Qualifications

• GCSE English (C or above) and at least three others
• 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
• 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
• Flexibility to work outside of core office hours
• Maintain confidentiality at all times
• Educated to A-level/equivalent or higher
• Leadership and/or managemeent qualification
• Experience of leading/managing a team
• Experience of appraisal writing and staff development

Experience

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a healthcare setting
• Experience of working in a GP Practice

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.