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Salary Operose Health are leaders in digital-first primary care providing high quality, accessible and resilient NHS services for our patients. We currently serve over 640,000 patients across 66 GP practices nationwide.
Job Description
Location: Basingstoke
Camrose, Gillies, and Hackwood Partnership is a large practice and PCN with over 50,000 patients, working across four sites, all closely located in central and south Basingstoke. There are fantastic transport links with the M3 very close by and free parking at all sites. The beautiful Hampshire countryside is just minutes away, with the New Forest and coast also easy to get to, yet it’s also only a 45minutes train journey to central London.
We are a training practice, with GPST’s, FY2s, nursing and nursing associate trainees and are keen to support our team through additional training meaning lots of opportunities to be involved in developing colleagues. The are a host of specialist clinics and hubs across the sites, including women’s health, vasectomy, frailty, leg ulcer, diabetes, respiratory, mental health, paediatrics. Our community nursing team are based on site as are the community midwives supporting closer working. We have regular consultant led MDTs for mental health, diabetes and paediatrics with a direct access on site Consultant paediatrician clinic monthly.
As a PCN we have paramedic practitioners supporting home visits, a team of clinical pharmacists, FCP’s, social prescribers, mental health support workers, and work on a team-based model with a care co-ordinator associated with each team of GP’s. Our care co-ordinators work as go-to support for patient liaison and queries and also support with administration. The benefits of being part of a larger practice are greater opportunities for development of areas of interest and a broad range of colleagues, whilst working within teams to look after a smaller group of patients brings the vital relationships and support of colleagues close by.
We are looking for a Receptionist Manager to join our friendly and supportive team who has excellent communication skills, a compassionate and friendly nature, together with the ability to work in a demanding environment and an aptitude for great customer service.
You will provide a high quality reception service to patients, doctors and colleagues.
NHS or GP Practice experience is desirable. Previous use of System One is desirable.
Working in conjunction with the Practice Manager, you will provide day to day supervision and management of the reception staff. Your role is to enable the Surgery to meet its agreed aims and objectives within a profitable, efficient, safe and effective working environment.
You will be accountable for ensuring that the practice policies and procedures are followed which support the design and delivery of the services are implemented by your team within the Surgery. As lead within the reception, you will motivate and inspire the team, and deliver the highest standards of customer service.
Roles and Responsibilities:
- Hold responsibility for the reception and prescriptions function across the sites, dealing with issues that arise and liaising with Practice or Regional Manager if an issue is not able to be resolved.
- Overseeing and tracking the data relating to reception and prescriptions, monitoring this and driving improvements.
- Responsibility for the EMIS workflow, ensuring all sections of the workflow are dealt with in a timely manner as per policy.
- Conduct a monthly call quality audit and feedback results to Practice Manager and Site Leads.
- Conduct monthly site checks at each practice to ensure CQC compliance and good practice is maintained.
- Line manage the Reception Lead team carrying out appraisals, reviews, return to work interviews, disciplinaries, etc, as required.
- Assisting the Site Leads in the management and development of the Reception team; carrying out appraisals, reviews, return to work interviews, disciplinaries, etc, as required. Offering HR support to Reception Leads in complex HR issues.
- Championing excellent customer care and community engagement, attending PPG meetings and other community related activity as appropriate.
- Project work on areas of improvement/development within the practice as set by Senior Management Team.
- Assisting in recruitment of new members of the reception team.
- Maintaining CQC compliant staff records for the reception and prescription teams.
- Assisting in ensuring that the team are following robust policies, procedures and protocols and that these documents are kept accurate and up to date.
- Assisting in ensuring that the team kept up to date with CQC mandatory training.
- Assisting in the induction of new medical trainees.
- Assisting in the induction of new members of staff.
- Managing potentially unpredictable day to day issues that arise.
- Providing cover across the sites as required.
- Attending relevant meetings.
- Other tasks requested of you by your Line Manager.
In return we offer
In return for your commitment, Operose Health offers:
- Pay rates always above the national or London Living Wage - that means a minimum of £11 per hour nationally and £12.05 per hour in London in 2023.
- 27 days holiday a year (plus bank holidays) minimum for full-time staff.
- NHS Pension scheme.
- Annual pay review for all staff. A comprehensive induction programme.
- Continuous training and development.
- A range of other exciting employee benefits such as discount cards, cycle to work schemes, travel season ticket loans and employee wellbeing services
If this sounds like you, do not hesitate to apply today!
