Job Title

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 servicesThis 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 patientsMain duties of the jobAs 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 monitoringService 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 usWe are a well established, well organised, supportivepractice in Cambridge, serving 21,800 patients. We have three partners and ateam of salaried doctors, retainer doctors, Physician Associates, Advanced Clinical Practitioners, nurses,GPA''s, physiotherapists, clinical pharmacists, social prescribers and care co-ordinatorsWe have a strong interest in teaching and training medicalstudents and GP trainees. We play an active role in Cantab PCN.We have consistently high QoF achievement and are rated goodby CQC.The three partners enjoy a close working relationship withthe Practice Business Manager, Operations Manager, and Reception Manager andeach other. We regularly meet to ensure the best communication andcollaboration possible to meet our common goals. We prioritise staffwell-being.Job responsibilitiesJob SummarySupervise the reception team and provide day to day support when required, this includes filling any gaps in the reception rotaProduce weekly staff rotaUndertake induction & training of all new reception staff and monitor the current staff performance and assist with the appraisal process, and/or assess training needsEnsure adequate staffing levels, approving annual and other leave and monitor sickness in line with practice policiesBe 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 ManagerEnsure return to work interviews are undertaken, notifying management of outcomesEnsure the team is operating effectively and professional at all times.Continually assess and evaluate systems, recommending changes and improvements to managementAct as a role model for all staff supporting, motivating and promoting good staff relationsFacilitate team meetings as required and effectively communicate practice directives.Attend management meetings.Liaise with management concerning staffing and organisation work when necessaryAbility to resolved complaints at the first point of contact, escalating any issues as needed.Surgery Representative for the surgery PPG group.Premises, IT and EquipmentResponsible for ensuring the practice clinical system, SystmOne, is efficiently working and liaising with appropriate external services if any problems occurResponsible for reporting any faults to software suppliers and track progress for swift resolutionResponsible for ensuring practice equipment and hardware is efficiently working and liaising with Operations Manager & Business Manager or appropriate external services is any problems occurResponsible day to day for maintaining a fully functioning telephone system and liaising with appropriate external services if any problems occurResponsible for helping to resolve any premises accident, problem or issue alongside the management team and other colleagues to ensure patient and staff safetyAdministration & Data QualityEnsure data standards are maintained by all staffResponsible 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 staffSupport and guide members of staff in the use of the computer systemEnsure security of data at all timesFinanceManage 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 NeedsMeet weekly with the Business Manager and Operations Manager to agree prioritiesParticipate in staff meetings and other meetings as requiredUndertake any additional duties appropraite to the post as requestedPerson SpecificationQualificationsGCSE grade A to C in English and MathsNHS management QualificationExperienceSound Knowledge of Windows and MS OfficeAwareness of Data Security RequirementsGood verbal and written communication skillsFlexible approachTeam PlayerExperience of managing a teamExperience of working in a GP practiceDisclosure and Barring Service CheckThis 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