Reception Manager

Job Title: Reception Manager Job Purpose The main role of the Reception Manager is to manage the day-to-day operation of reception and to ensure that the reception team perform duties in an efficient, professional, and courteous manner. Main duties/responsibilities Operational Management Enable the efficient running and management of the reception department. Oversee the day-to-day running of the reception acting as a hands-on trouble shooter where required. Building an effective team to ensure all objectives and tasks are carried out efficiently, on time and according to protocols and guidelines. Ensure staff are trained to manage start up and end of day reception process, consulting room checklist and general building security. Manage rotas, ensuring adequate staff cover for reception, keeping extra hours to a minimum. Oversee the patient areas; reception, waiting room and consulting room corridor to ensure consistent image according to practice requirements. Identify, develop, and maintain all policies, procedures, protocols, and work instructions. Ensure that the team adhere to and supports the surgeries QOF objectives to obtain maximum points. Implement and maintain processes, procedures, and protocols to ensure business continuity. Adhere to the confidentiality policy keeping confidential matters such as complaint investigations, employee salaries, individuals performance, partners business, practice business private. Manage petty cash transactions associated with the reception area. Oversee and manage all administrative tasks completed by the reception team such as the Dashboard, Emails, incoming/outgoing post, scanning of documents to patient records, issuing of patient prescriptions, the upkeep of notice boards and receipt of incoming deliveries. Be the first point of contact for any complaints that come into the surgery. Aiming to manage and diffuse the complaint before it becomes an official complaint. Oversee and manage the appointment system by ensuring correct booking of appointments by reception staff. Staff and process management Authorise, manage, monitor, and be accountable for all reporting staff overtime. Authorise, and manage all holiday requests and cover. Contribute towards and assist the practice manager/deputy manager to: Keep and maintain sickness and absence records. Keep and maintain disciplinary records. Keep and maintain training records for all reception staff. Carry out annual appraisals for reception staff. Support and motivate staff. Create and maintain a supportive and cooperative environment. Staff Development Manage the Practices induction program for all new reception staff members. Delegate work according to subordinates competences. Investigate staff skills gaps and implement individual development plans and objectives. Perform succession planning. Communication Arrange and chair regular reception meetings. Keep staff up to date by various methods of communication face-to-face, group meetings, and Emails to communicate such matters as targets, new protocols, standards, and changes. Listen to staff such as issues, complaints, and feedback. Encourage staff to suggest ideas for improvements and efficiencies. Leadership Act as a single point of contact for all line management issues. Lead and implement new protocols, initiatives, and programs. Communicate with and support the practice manager/deputy manager. Employ influencing skills to implement change and to manage staff.