Reception Operations Manager
Posted 13 hours 42 minutes ago by NHS
Permanent
Full Time
Temporary Jobs
Bedfordshire, Luton, United Kingdom, LU1 1
Job Description
We arelooking for an experienced and motivated Reception Operations Manager to joinour team. This role would be working alongside our current Reception Supervisorto lead and develop a dedicated reception team.
You will be responsible for the efficient management anddirection of the reception team, ensuring all duties are performed to thehighest standard, while also undertaking reception duties yourself supportingthe team in delivering a polite and professional service to our patientpopulation.
Main duties of the job Good knowledge of the Systmone clinical system.
Oversee reception services, ensuring staff achieve their primaryresponsibilities
Induction, training, and ongoing development of all receptionstaff
Support staff with mandatory and e-learning training
Identify and deliver team training where required
Conduct staff performance reviews
Manage day-to-day team issues and individual matters
Review and approve holiday requests; ensure adequate coverduring leave periods
Oversee and manage Systmone appointment rotas
Develop and embed efficient reception processes and procedures
Handle complex patient enquiries and complaints relating toreception functions
Act as a focal point for communication and best practice acrossthe team
Assist with QOF management and triage support
Manage deliveries and adhere to cold chain policy as required
About us Sundon Medical Centre has a long-established reputation for high quality patient care, situated in north Luton close to the Luton and Dunstable Hospital, with a dispensing branch surgery in Harlington village.
We are a supportive, training practice at the heart of our local community, with a team of 5 GP Partners, 3 salaried doctors, 4 nurses, 2 nurse associates, and a mental health liaison worker, as well as an expanding multidisciplinary PCN team including clinical pharmacists, MSK practitioners, care coordinators, and social prescribers.
We are high QOF achieving, provide specialist diabetes care, family planning services, and a tier 3 minor surgery service to Luton. Appointments are managed through total triage to improve patient flow.
Job responsibilities Main Purpose of the Role
To ensure the reception teamprovides a high-quality, professional and patient-centred service.
To support the ReceptionSupervisor and wider management team with the effective running of receptionservices.
To ensure reception processesare safe, efficient, consistent and compliant with practice policies andrelevant legislation.
To support staff induction,training, development, performance and day-to-day supervision.
To assist with appointmentmanagement, care navigation, triage support, QOF-related work and wideroperational requirements.
Key ResponsibilitiesReception Management and Leadership
Oversee reception servicesacross the practice, ensuring staff understand and achieve their primaryresponsibilities.
Work alongside the ReceptionSupervisor to provide day-to-day leadership, guidance and support to thereception team.
Act as a focal point forcommunication, advising reception and administrative staff on best practice andappropriate methods of communication.
Manage day-to-day issues thatmay arise within the team or with individual staff members, escalating concernswhere appropriate.
Promote a positive team culturebased on professionalism, accountability, good communication andpatient-centred care.
Support the management team inensuring reception services meet the needs of the practice and patientpopulation.
Staff Training, Development and Performance
Support the induction andtraining of all new reception staff to agreed practice standards.
Ensure reception staff areappropriately trained in practice systems, policies, procedures and patientcommunication standards.
Oversee e-learning andmandatory training completion for reception staff.
Identify training needs withinthe team and support the delivery of team training where required.
Provide ongoing guidance,coaching and support to reception staff.
Conduct staff performancereviews in line with practice procedures.
Ensure staff are aware of andfollow practice policies, including confidentiality, data protection,safeguarding, infection control and health and safety.
Reception Processes and Procedures
Review and update receptionprocedures as required.
Develop, implement and embedefficient reception processes and procedures.
Ensure reception workflows aresafe, consistent and effective.
Continually assess and evaluatereception systems and quality, recommending changes and improvements to theDeputy Practice Manager or Practice Manager as appropriate.
Ensure processes adhere tocurrent legislation, NHS guidance, practice policies and CQC requirements.
Support the implementation ofnew processes and ensure reception staff understand any changes.
Monitor compliance withpractice procedures and address areas requiring improvement.
Staffing, Rotas and Cover
Review holiday requests andensure adequate reception cover is maintained.
Ensure appropriate receptionistcover is in place during annual leave, sickness and busy periods.
Arrange temporary or additionalcover when required, following approval from management.
Oversee and manage appointmentrotas, ensuring they are accurate, appropriate and updated in a timely manner.
Support planning for receptionstaffing levels across the main site and branch site where applicable.
Monitor workload pressures andescalate staffing concerns to the management team.
Patient Services and Complaints
Ensure patients receive anexcellent standard of customer service.
Deal with complex patientenquiries relating to reception functions.
Handle concerns and complaintsrelating to reception services in a professional and appropriate manner.
Support staff in managingdifficult conversations with patients.
Promote the practice's zerotolerance approach to abuse, aggression or inappropriate behaviour.
Ensure patients are signpostedappropriately to the correct healthcare professional or service.
Support the team to maintain acalm, professional and patient-centred approach, especially during busyperiods.
Triage, Access and Appointments
Support the reception team withcare navigation and triage processes, ensuring patients are directedappropriately.
Assist with the management ofonline consultation requests and appointment navigation where required.
Support the practice inensuring fair, safe and effective patient access.
Oversee appointmentavailability and reception booking processes.
Work with the management andclinical teams to identify appointment pressures and improve patient flow.
Ensure reception staff followagreed care navigation and signposting protocols.
QOF and Practice Targets
Assist with QOF managementwhere required.
Support recall processes andpatient booking for long-term condition reviews, medication reviews, healthchecks and other practice targets.
Work with administrative andclinical teams to ensure patient contact and appointment booking processessupport practice performance.
Assist with patient searches,invites, appointment scheduling and follow-up tasks where appropriate.
Deliveries, Stock and Practice Environment
Manage deliveries to thepractice, ensuring they are received and handled appropriately.
Ensure adherence to the coldchain policy where necessary.
Maintain and monitor thereception area, ensuring it is clean, tidy, safe and professional.
Monitor and maintain patientnoticeboards, ensuring information is up to date and appropriate.
Ensure the reception workingenvironment remains organised and effective.
Report building, equipment orhealth and safety concerns to the appropriate person.
Reception Duties
Process and effectivelysignpost patients to the most appropriate healthcare professional or service,depending on their presenting condition.
Answer incoming telephonecalls, transferring calls or dealing with requests appropriately.
Process patient requests forappointments and general enquiries.
Provide an excellent standardof customer service on the reception desk.
Initiate contact with andrespond to requests from patients, team members and external agencies.
Input data into patients'healthcare records as necessary.
Direct requests forinformation, including Subject Access Requests, insurance reports, solicitorletters, DVLA forms and other administrative requests, to the relevant team.
Maintain a clean, tidy andeffective working area at all times.
Monitor and maintain thereception area and noticeboards.
Support clinical staff withgeneral tasks as requested.
Handle patient queries in acalm, confidential and professional manner.
Ensure patient information ishandled in accordance with GDPR and confidentiality requirements.
Communication
Communicate effectively withpatients, carers, staff, clinicians and external organisations.
Provide clear and professionalcommunication to the reception team.
Ensure important information isshared with reception staff in a timely manner.
Attend meetings where requiredand cascade relevant information to the team.
Promote effective communicationbetween reception . click apply for full job details
You will be responsible for the efficient management anddirection of the reception team, ensuring all duties are performed to thehighest standard, while also undertaking reception duties yourself supportingthe team in delivering a polite and professional service to our patientpopulation.
Main duties of the job Good knowledge of the Systmone clinical system.
Oversee reception services, ensuring staff achieve their primaryresponsibilities
Induction, training, and ongoing development of all receptionstaff
Support staff with mandatory and e-learning training
Identify and deliver team training where required
Conduct staff performance reviews
Manage day-to-day team issues and individual matters
Review and approve holiday requests; ensure adequate coverduring leave periods
Oversee and manage Systmone appointment rotas
Develop and embed efficient reception processes and procedures
Handle complex patient enquiries and complaints relating toreception functions
Act as a focal point for communication and best practice acrossthe team
Assist with QOF management and triage support
Manage deliveries and adhere to cold chain policy as required
About us Sundon Medical Centre has a long-established reputation for high quality patient care, situated in north Luton close to the Luton and Dunstable Hospital, with a dispensing branch surgery in Harlington village.
We are a supportive, training practice at the heart of our local community, with a team of 5 GP Partners, 3 salaried doctors, 4 nurses, 2 nurse associates, and a mental health liaison worker, as well as an expanding multidisciplinary PCN team including clinical pharmacists, MSK practitioners, care coordinators, and social prescribers.
We are high QOF achieving, provide specialist diabetes care, family planning services, and a tier 3 minor surgery service to Luton. Appointments are managed through total triage to improve patient flow.
Job responsibilities Main Purpose of the Role
To ensure the reception teamprovides a high-quality, professional and patient-centred service.
To support the ReceptionSupervisor and wider management team with the effective running of receptionservices.
To ensure reception processesare safe, efficient, consistent and compliant with practice policies andrelevant legislation.
To support staff induction,training, development, performance and day-to-day supervision.
To assist with appointmentmanagement, care navigation, triage support, QOF-related work and wideroperational requirements.
Key ResponsibilitiesReception Management and Leadership
Oversee reception servicesacross the practice, ensuring staff understand and achieve their primaryresponsibilities.
Work alongside the ReceptionSupervisor to provide day-to-day leadership, guidance and support to thereception team.
Act as a focal point forcommunication, advising reception and administrative staff on best practice andappropriate methods of communication.
Manage day-to-day issues thatmay arise within the team or with individual staff members, escalating concernswhere appropriate.
Promote a positive team culturebased on professionalism, accountability, good communication andpatient-centred care.
Support the management team inensuring reception services meet the needs of the practice and patientpopulation.
Staff Training, Development and Performance
Support the induction andtraining of all new reception staff to agreed practice standards.
Ensure reception staff areappropriately trained in practice systems, policies, procedures and patientcommunication standards.
Oversee e-learning andmandatory training completion for reception staff.
Identify training needs withinthe team and support the delivery of team training where required.
Provide ongoing guidance,coaching and support to reception staff.
Conduct staff performancereviews in line with practice procedures.
Ensure staff are aware of andfollow practice policies, including confidentiality, data protection,safeguarding, infection control and health and safety.
Reception Processes and Procedures
Review and update receptionprocedures as required.
Develop, implement and embedefficient reception processes and procedures.
Ensure reception workflows aresafe, consistent and effective.
Continually assess and evaluatereception systems and quality, recommending changes and improvements to theDeputy Practice Manager or Practice Manager as appropriate.
Ensure processes adhere tocurrent legislation, NHS guidance, practice policies and CQC requirements.
Support the implementation ofnew processes and ensure reception staff understand any changes.
Monitor compliance withpractice procedures and address areas requiring improvement.
Staffing, Rotas and Cover
Review holiday requests andensure adequate reception cover is maintained.
Ensure appropriate receptionistcover is in place during annual leave, sickness and busy periods.
Arrange temporary or additionalcover when required, following approval from management.
Oversee and manage appointmentrotas, ensuring they are accurate, appropriate and updated in a timely manner.
Support planning for receptionstaffing levels across the main site and branch site where applicable.
Monitor workload pressures andescalate staffing concerns to the management team.
Patient Services and Complaints
Ensure patients receive anexcellent standard of customer service.
Deal with complex patientenquiries relating to reception functions.
Handle concerns and complaintsrelating to reception services in a professional and appropriate manner.
Support staff in managingdifficult conversations with patients.
Promote the practice's zerotolerance approach to abuse, aggression or inappropriate behaviour.
Ensure patients are signpostedappropriately to the correct healthcare professional or service.
Support the team to maintain acalm, professional and patient-centred approach, especially during busyperiods.
Triage, Access and Appointments
Support the reception team withcare navigation and triage processes, ensuring patients are directedappropriately.
Assist with the management ofonline consultation requests and appointment navigation where required.
Support the practice inensuring fair, safe and effective patient access.
Oversee appointmentavailability and reception booking processes.
Work with the management andclinical teams to identify appointment pressures and improve patient flow.
Ensure reception staff followagreed care navigation and signposting protocols.
QOF and Practice Targets
Assist with QOF managementwhere required.
Support recall processes andpatient booking for long-term condition reviews, medication reviews, healthchecks and other practice targets.
Work with administrative andclinical teams to ensure patient contact and appointment booking processessupport practice performance.
Assist with patient searches,invites, appointment scheduling and follow-up tasks where appropriate.
Deliveries, Stock and Practice Environment
Manage deliveries to thepractice, ensuring they are received and handled appropriately.
Ensure adherence to the coldchain policy where necessary.
Maintain and monitor thereception area, ensuring it is clean, tidy, safe and professional.
Monitor and maintain patientnoticeboards, ensuring information is up to date and appropriate.
Ensure the reception workingenvironment remains organised and effective.
Report building, equipment orhealth and safety concerns to the appropriate person.
Reception Duties
Process and effectivelysignpost patients to the most appropriate healthcare professional or service,depending on their presenting condition.
Answer incoming telephonecalls, transferring calls or dealing with requests appropriately.
Process patient requests forappointments and general enquiries.
Provide an excellent standardof customer service on the reception desk.
Initiate contact with andrespond to requests from patients, team members and external agencies.
Input data into patients'healthcare records as necessary.
Direct requests forinformation, including Subject Access Requests, insurance reports, solicitorletters, DVLA forms and other administrative requests, to the relevant team.
Maintain a clean, tidy andeffective working area at all times.
Monitor and maintain thereception area and noticeboards.
Support clinical staff withgeneral tasks as requested.
Handle patient queries in acalm, confidential and professional manner.
Ensure patient information ishandled in accordance with GDPR and confidentiality requirements.
Communication
Communicate effectively withpatients, carers, staff, clinicians and external organisations.
Provide clear and professionalcommunication to the reception team.
Ensure important information isshared with reception staff in a timely manner.
Attend meetings where requiredand cascade relevant information to the team.
Promote effective communicationbetween reception . click apply for full job details