Reception Manager

The Red House Surgery is seeking a highly motivated and organised Reception Manager to support the delivery of high-quality, efficient, and patient-centred care and to lead our team of Patient Services Administrators to ensure the smooth operation of our services This is a key leadership role, working closely with the Practice Business Manager and Operations Manager and requires a proactive individual with excellent communication skills and a strong understanding of primary care day to day operations. The successful applicant will be able to manage a busy reception and will be responsible for overseeing day to day reception activities, supporting staff development, maintaining a high standard of service for our patients Main duties of the job As Reception Manager you will play a key role in ensuring the efficient and professional operation of our reception services. Your responsibilities will include: Team Management : Leading and supervising the reception team, training and performance monitoring Service Delivery : Ensuring the reception area operates smoothly and consistently, providing a high standard of service to patients, Patient Interaction : Managing complex enquiries and complaints with discretion, empathy, and professionalism. Compliance : Upholding confidentiality and ensuring all reception activities comply with practice policies, GDPR, and safeguarding regulations. Communication : Acting as a liaison between reception staff, clinical teams, and management to support effective coordination and problem-solving. Process Improvement : Identifying opportunities to enhance reception workflows and patient experience, and implementing agreed changes. About us We are a well established, well organised, supportive practice in Cambridge, serving 21,800 patients. We have three partners and a team of salaried doctors, retainer doctors, Physician Associates, Advanced Clinical Practitioners, nurses,GPA's, physiotherapists, clinical pharmacists, social prescribers and care co-ordinators We have a strong interest in teaching and training medical students and GP trainees. We play an active role in Cantab PCN. We have consistently high QoF achievement and are rated good by CQC. The three partners enjoy a close working relationship with the Practice Business Manager, Operations Manager, and Reception Manager and each other. We regularly meet to ensure the best communication and collaboration possible to meet our common goals. We prioritise staff well-being. Job responsibilities Job Summary Supervise the reception team and provide day to day support when required, this includes filling any gaps in the reception rota Produce weekly staff rota Undertake induction & training of all new reception staff and monitor the current staff performance and assist with the appraisal process, and/or assess training needs Ensure adequate staffing levels, approving annual and other leave and monitor sickness in line with practice policies Be the first line of management to the reception team to deal with disciplinary matters, incidents or accidents, this includes accurately documenting any issue, carrying out any actions and informing the Operations Manager Ensure return to work interviews are undertaken, notifying management of outcomes Ensure the team is operating effectively and professional at all times. Continually assess and evaluate systems, recommending changes and improvements to management Act as a role model for all staff supporting, motivating and promoting good staff relations Facilitate team meetings as required and effectively communicate practice directives. Attend management meetings. Liaise with management concerning staffing and organisation work when necessary Ability to resolved complaints at the first point of contact, escalating any issues as needed. Surgery Representative for the surgery PPG group. Premises, IT and Equipment Responsible for ensuring the practice clinical system, SystmOne, is efficiently working and liaising with appropriate external services if any problems occur Responsible for reporting any faults to software suppliers and track progress for swift resolution Responsible for ensuring practice equipment and hardware is efficiently working and liaising with Operations Manager & Business Manager or appropriate external services is any problems occur Responsible day to day for maintaining a fully functioning telephone system and liaising with appropriate external services if any problems occur Responsible for helping to resolve any premises accident, problem or issue alongside the management team and other colleagues to ensure patient and staff safety Administration & Data Quality Ensure data standards are maintained by all staff Responsible for the production of information for clinical audit as requested by the clinical sub groups. Monitor the appropriate read coding of information into the clinical system and ensuring data entry policies and procedures are adhered to by staff Support and guide members of staff in the use of the computer system Ensure security of data at all times Finance Manage collection of credit card payments from patients, ensuring new staff are trained in the use of the bank card machine. Ensure petty cash is used appropriately and transactions recorded. Business Needs Meet weekly with the Business Manager and Operations Manager to agree priorities Participate in staff meetings and other meetings as required Undertake any additional duties appropriate to the post as requested Previous applicants need not apply Person Specification Qualifications GCSE grade A to C in English and Maths NHS management Qualification Experience Sound Knowledge of Windows and MS Office Awareness of Data Security Requirements Good verbal and written communication skills Flexible approach Team Player Experience of managing a team 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. #J-18808-Ljbffr