Reception and Administration Manager

An exciting opportunity has arisen for a Reception and Administration Manager to join our team at Barton Family Practice.

We are seeking to appoint an enthusiastic, dynamic individual who is experienced in managing a reception team within a GP surgery.

Main Duties of the Job

1. Overseeing the day-to-day operations of the reception and administration team.
2. Ensuring exceptional patient service is provided.
3. Line managing all administrative and reception staff.
4. Reviewing all administrative and reception policies and Standard Operational Procedures and updating as required.
5. Ensuring all tasks are carried out efficiently by the reception team.
6. Assessing systems and recommending improvements to the practice management team as appropriate.

About Us

Barton Family Practice is a semi-rural, training practice with a patient population of approximately 7300.

Job Responsibilities

1. Line managing all administrative and reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training and achieve their primary responsibilities.
2. Oversee the day-to-day operations of the reception and administration team, ensuring smooth workflows, exceptional patient service, and high team morale.
3. Completing staff appraisals.
4. Identifying and delivering team training.
5. Compiling administration and reception staff rotas.
6. Reviewing and updating all administrative and reception policies and procedures as required.
7. Supporting the management team in compiling practice reports and the practice development strategy.
8. Developing, implementing and embedding efficient processes and standard operating procedures to adhere to current legislation.
9. Acting as a focal point for the practice managing requests from external organisations.
10. Coordinating the provision of temporary administrative and reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences.
11. Dealing with verbal complaints from patients.
12. Managing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary.
13. Acting as building fire marshal, ensuring evacuation lists are current and that the visitors log and staff log in is used appropriately.
14. Ensuring adequate staffing levels and arranging reception team rotas.
15. Dealing with more complex enquiries from patients and deputising for practice management as practice complaints officer.
16. Continually assessing and evaluating systems, recommending changes and improvements to the practice management team as appropriate.
17. Dealing with general telephone enquiries from patients and the general public.
18. Making appointments for patients to see doctors, nurses and other clinical staff associated with the practice.
19. Being the primary point of contact for patient inquiries, ensuring all patients are greeted and assisted with professionalism and care.
20. Expertly managing the appointment system, ensuring efficient patient flow and timely service.
21. Ensuring all objectives & tasks are carried out efficiently & on time by the reception team.
22. Leading, training, and supporting the reception staff, fostering a culture of continuous improvement and teamwork.

Person Specification

Experience

• Experience of managing a reception team within Primary Care.
• Experience of dealing with the general public.
• Experience of using Emis Web.
• Experience of providing staff development.