NHS
Reception Manager
This job is now closed
Job Description
- Req#: A0743-25-0000?language=en&page=1035&sort=publicationDateDesc
- Review the weekly appointment schedule with the reception team leader to ensure the reception staffing levels are correct.
- Take guidance from the access team when changing or unblocking appointment slots.
- Organise any changes to the daily appointment schedule when directed by the access team.
- Update appointments system for duty changes when Directed by the access team.
- Review the weekly appointment schedule with the reception team leader to ensure the reception staffing levels are correct.
- Take guidance from the access team when changing or unblocking appointment slots.
- Organise any changes to the daily appointment schedule when directed by the access team.
- Update appointments system for duty changes when Directed by the access team.
- English and Maths GCSE C / 5 and above
- SystmOne trained
- Previous NHS experience desired
- English and Maths GCSE C / 5 and above
- SystmOne trained
- Previous NHS experience desired
Job summary
This is a patient facing role so you will need to have excellent communication/customer service skills. You will need to have previous management experience ideally within healthcare.
Full training would be given to the successful candidate.
Main duties of the job
Have a good understanding of Equality and Diversity.
Always ensure an exceptional level of customer service and patient care across the reception team.
Deal with reception complaints in the first instance in accordance with Practice Complaints Procedure and evaluate suggestions, discuss complaints with the operations manager.
Provide induction training alongside the trainer and ongoing review and monitor job performance dealing appropriately with poor performance, retraining and reassessing
Reception rotas, availability, changes ensuring all sites have a safe level of reception cover at all times.
Authorise annual leave/overtime/toil on teamnet.
Document sickness on teamnet and understand the Bradford score
Supervise staff at all sites
Organise regular 1-1s and yearly appraisals for all reception staff.
Ensure practice policies are followed, and accurate records are kept with reference to: appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths.
Liaise with the management team concerning staffing and organisation of work
Be able support the reception staff in any difficult situations.
Chair and organise monthly reception meetings
About us
At South Street Surgery we provide services for about 24,000 patients and work closely with the other local practices in Stort Valley and Villages PCN to develop our vision for the future of Primary Care Services in this area.
We have an Investors in People Award and committed to supporting and developing our diverse team. We have many years of experience and a strong reputation for teaching and training a wide range of staff and ensuring they reach their potential.
Bishops Stortford is a thriving town, with excellent schools and facilities. We are in easy reach of London and Cambridge.
We are looking for a candidate who is passionate about developing their career in General Practice further.
Date posted
01 April 2025
Pay scheme
Other
Salary
£25,000 to £27,300 a year
Contract
Permanent
Working pattern
Full-time
Reference number
A0743-25-0000
Job locations
83 South Street
Bishop's Stortford
Hertfordshire
CM23 3AP
South Street Surgery
Lancaster Way
Bishop's Stortford
Hertfordshire
CM23 4DA
Herts & Essex Hospital
Bishops Stortford
Hertfordshire
CM23 5JN
Job descriptionJob description
Job responsibilities
The reception manager will be responsible for leading and managing the reception team across our 3 sites. Ensuring that a high-quality service is delivered to our patients by ensuring efficiency whilst supervising, supporting and motivating the team. Our aim is to provide a patient focused, inclusive and transparent service, where all patients and staff are valued. You will need to be flexible and able to work at all 3 sites within Bishops Stortford. You must be computer literate with previous experience of using Microsoft software. Being Systm one trained would be desirable but not essential.
This is a patient facing role so you will need to have excellent communication/customer service skills. You will need to have previous management experience ideally within healthcare. Full training would be given to the successful candidate.
AREAS OF RESPONSIBILITY
AccessPatient services
Have a good understanding of Equality and Diversity.
Always ensure an exceptional level of customer service and patient care across the reception team.
Deal with reception complaints in the first instance in accordance with Practice Complaints Procedure and evaluate suggestions, discuss complaints with the operations manager.
Employed staffProvide induction training alongside the trainer and ongoing review and monitor job performance dealing appropriately with poor performance, retraining and reassessing
Reception rotas, availability, changes ensuring all sites have a safe level of reception cover at all times.
Authorise annual leave/overtime/toil on teamnet.
Document sickness on teamnet and understand the Bradford score
Meet with reception staff to discuss sickness.
Supervise staff at all sites
Organise regular 1-1s and yearly appraisals for all reception staff.
Ensure practice policies are followed, and accurate records are kept with reference to: appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths.
Liaise with the management team concerning staffing and organisation of work
Liaise with other members of the primary health care team, outside agencies etc
Fire Protocols to compile and ensure all staff adhere to them
Ensure strict confidentiality in all aspects of reception
Ensure all staff understand access to medical records
Ensure all staff complete Mandatory training as required.
Be responsible for correct recording and deductions from petty cash
Be responsible for correct recording and safe keeping of cash for private income
Be responsible for the card machines at all sites including training for all staff
Ensure all cash is correctly accounted for, safely kept in a locked draw ready for the Operations Manager or GP assistant to bank.
Work closely with the reception team leader having regular meetings.
Escalate any incidents or problems to the Operations Manager/Partners/HR
Be able support the reception staff in any difficult situations.
Be aware of the Prescribing policys and be able to re issue prescriptions and support the reception staff with prescribing.
Administration
Chair and organise monthly reception meetings
Ensure supplies for receptions at all sites are adequate
Information Technology
Develop a full understanding of appointment system
Develop a working knowledge of all software and hardware
Be able to train the trainer and staff in use of the clinical system
Develop a full understanding of eConsult (or any future online consultation tools) and be able to train the trainer and other staff
PremisesHave a clear understanding of telephone systems, daytime and out of hours
Report any Maintenance issues to the Operations Manager
Assist with remodelling and room moves as required
Understand security systems alarms etc. at all sites
Ensure tidy uncluttered work areas
Information
Ensure communication systems are running smoothly, doctors and reception staff are kept fully informed of changes in procedures
Assist with upkeep of Practice Procedures Manual
Manage the internal and external post boxes at each site
Act as a central source of information
Management of waiting rooms and information to patients at all sites
Once monthly attend the Monday morning management meeting.
Other TasksHealth and Safety Report any Health and Safety issues to the Operations Manager.
You are requested to be flexible with days and hours of work to ensure full performance of your duties.
Job responsibilities
The reception manager will be responsible for leading and managing the reception team across our 3 sites. Ensuring that a high-quality service is delivered to our patients by ensuring efficiency whilst supervising, supporting and motivating the team. Our aim is to provide a patient focused, inclusive and transparent service, where all patients and staff are valued. You will need to be flexible and able to work at all 3 sites within Bishops Stortford. You must be computer literate with previous experience of using Microsoft software. Being Systm one trained would be desirable but not essential.
This is a patient facing role so you will need to have excellent communication/customer service skills. You will need to have previous management experience ideally within healthcare. Full training would be given to the successful candidate.
AREAS OF RESPONSIBILITY
AccessPatient services
Have a good understanding of Equality and Diversity.
Always ensure an exceptional level of customer service and patient care across the reception team.
Deal with reception complaints in the first instance in accordance with Practice Complaints Procedure and evaluate suggestions, discuss complaints with the operations manager.
Employed staffProvide induction training alongside the trainer and ongoing review and monitor job performance dealing appropriately with poor performance, retraining and reassessing
Reception rotas, availability, changes ensuring all sites have a safe level of reception cover at all times.
Authorise annual leave/overtime/toil on teamnet.
Document sickness on teamnet and understand the Bradford score
Meet with reception staff to discuss sickness.
Supervise staff at all sites
Organise regular 1-1s and yearly appraisals for all reception staff.
Ensure practice policies are followed, and accurate records are kept with reference to: appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths.
Liaise with the management team concerning staffing and organisation of work
Liaise with other members of the primary health care team, outside agencies etc
Fire Protocols to compile and ensure all staff adhere to them
Ensure strict confidentiality in all aspects of reception
Ensure all staff understand access to medical records
Ensure all staff complete Mandatory training as required.
Be responsible for correct recording and deductions from petty cash
Be responsible for correct recording and safe keeping of cash for private income
Be responsible for the card machines at all sites including training for all staff
Ensure all cash is correctly accounted for, safely kept in a locked draw ready for the Operations Manager or GP assistant to bank.
Work closely with the reception team leader having regular meetings.
Escalate any incidents or problems to the Operations Manager/Partners/HR
Be able support the reception staff in any difficult situations.
Be aware of the Prescribing policys and be able to re issue prescriptions and support the reception staff with prescribing.
Administration
Chair and organise monthly reception meetings
Ensure supplies for receptions at all sites are adequate
Information Technology
Develop a full understanding of appointment system
Develop a working knowledge of all software and hardware
Be able to train the trainer and staff in use of the clinical system
Develop a full understanding of eConsult (or any future online consultation tools) and be able to train the trainer and other staff
PremisesHave a clear understanding of telephone systems, daytime and out of hours
Report any Maintenance issues to the Operations Manager
Assist with remodelling and room moves as required
Understand security systems alarms etc. at all sites
Ensure tidy uncluttered work areas
Information
Ensure communication systems are running smoothly, doctors and reception staff are kept fully informed of changes in procedures
Assist with upkeep of Practice Procedures Manual
Manage the internal and external post boxes at each site
Act as a central source of information
Management of waiting rooms and information to patients at all sites
Once monthly attend the Monday morning management meeting.
Other TasksHealth and Safety Report any Health and Safety issues to the Operations Manager.
You are requested to be flexible with days and hours of work to ensure full performance of your duties.
Person SpecificationPerson Specification
Qualifications
Essential
Desirable
Qualifications
Essential
Desirable
Employer details
Employer name
South Street Surgery
Address
83 South Street
Bishop's Stortford
Hertfordshire
CM23 3AP
Employer's website
Employer details
Employer name
South Street Surgery
Address
83 South Street
Bishop's Stortford
Hertfordshire
CM23 3AP
Employer's website
About the company
National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.