Avenue House and Hasland Partnership
Reception Manager
Job Description
Qualifications
A good general standard of education
5 GCSE/ GCE grades C and above
IT experience or qualification
Excellent communication skills
Supervisory experience or supervisory qualification
Reports To
Deputy Manager, Practice Manager, ultimately the Partners
Location
Avenue House Surgery, Chesterfield
Definition of Role
To ensure smooth running of the practice reception and ‘front of house’ admin systems,
providing excellent service to patients and external agencies at all time. Ensuring practice
information/databases are maintained to a high standard, including the filing of medical
records. Working in partnership with the GPs and Practice Nurses, acting as a focal point of
communication between patients, GPs and other reception and medical staff.
To oversee and supervise the reception area and reception staff, maintaining an efficient
and effective reception service. To support and implement working systems where
necessary and ensure acceptable working practices from reception team members.
1. Reception Duties
o Manage efficiency of the appointment system and monitor the flow of patients in
and out of consulting and treatment rooms.
o Ensure the agreed practice procedures regarding appointment systems, booking
times etc are adhered to and explained to patients accordingly. Carry out
appointment making procedure according to practice policy.
o Ensure provision is made for patients requiring `urgent consultation’
o Ensure that patients are seen by the most appropriate person for their own
individual needs eg GP or Practice Nurse.
o Manage the practice arrangements and formal requirements to new patients and
those requiring temporary cover. Manage all relevant procedures.
o Respond to all queries and requests for assistance from patients and other visitors.
o Ensure requests for prescriptions are actioned according to practice protocol.
o Ensure that reception and waiting areas are kept clean, tidy and patient information
updated
o To oversee `holiday cover’ for colleagues as required.
o Ensure all reception staff work to agreed procedures and perform their role
effectively. Also, listen and respond to issues raised by the team.
o Ensure that the reception areas remain tidy, stationery and forms are up to date,
equipment is in working order and displayed information is up to date.
o Training of new staff by overseeing induction training and reviews.
2. Management of Appointment Systems
o Ensure total familiarity with all the appointment systems including regular and
incidental variations. Oversee efficiency and effectiveness of appointment systems.
3. Medical Records
o Ensure an accurate and tidy filing system.
o Ensure correspondence, reports, results etc are passed to the appropriate
person/filed in correct record/entered on electronic record.
o Ensure and oversee utmost accuracy at all times when accessing/entering
information into patient electronic record.
4. Preparation of Consulting Rooms
o Ensure that clinical rooms are prepared in readiness for patient consultations,
manage efficient and effective replenishment of paperwork and administrative
supplies.
o Ensure consulting rooms are checked at the end of each session and left tidy and
secure.
5. Telephone System
o
o
o
o
o
Oversee incoming calls. Ensure these are received in a polite and efficient manner.
Ensure accurate and necessary details are taken by phone
Divert calls and take messages as required.
Telephone patients with information as required.
Ensure the caller is informed of action, eg being placed on hold.
6. Security and Health & Safety
o
o
o
o
Take steps to ensure the security of the surgery, staff and patients.
Ensure premises are left secure and safe at the end of the working day.
Oversee and manage data security within the reception area.
Ensure adequate health and safety procedures are in place for reception area and
reception staff
7. General Supervisory Duties
o Oversee adequate staffing of reception area, liaise with Deputy Manager regarding
holidays.
o Maintain smooth running of all reception systems and protocols, develop and
improve systems and procedures where necessary.
o Oversee reception staff roles, duties and responsibilities ensuring work carried out is
to an acceptable standard.
o Oversee the appearance of the patients waiting area, ensuring notice boards are tidy
and displaying up to date information.
o Oversee re-call procedures as actioned by the reception team.
o Training of reception staff and involvement in their personal development.
o Involvement in practice development, attend relevant meetings as required.
8.
Any other relevant duties as directed
o This job description is not exhaustive and may be adjusted periodically after review
and consultation.
o You will be expected to carry out any reasonable duties which are requested.
9.
Special Requirements of the Post
o An understanding, acceptance and adherence to the need for strict confidentiality,
as per the Caldicott Guidelines.
o An ability to use own judgement, resourcefulness and common sense to respond to
patient and external agency enquiries, requests and needs.
o An ability to use own judgement, resourcefulness and common sense to oversee
reception staff ensuring acceptable work practices and teamwork.
o Excellent communication skills.
o A willingness for personal development in line with practice requirements.
The job description will from time to time be reviewed in consultation with the job holder
Avenue House and Hasland Partnership
Reception Manager
Person Specification
Category
Essential
Qualifications and Training
5 GCSEs grade C and above, or
Supervisory Qualification
equivalent, including Maths and
English
Health/Social Care qualification
Work Experience
IT/word processing
qualification
Customer service/Business
administration qualification
Extensive experience of ‘faceto-face’ reception work
Previous supervisory
experience
Experience of clinical software
systems
Able to demonstrate own
ability to work to deadlines and
reach specific targets
Experience of working within a
diverse and challenging
environment
Skills and Knowledge
Desirable
Excellent communication and
interpersonal skills, both
written and verbal
Ability to work on own initiative
and lead a team
Problem solving skills
Willingness to develop new
skills and undertake training
Approachable, flexible and
caring attitude
Ability to work accurately and
effectively as directed
Ability to manage procedures
and systems, implement and
improve working systems as
required
Able to demonstrate own
ability to effectively manage
the workload of others
An understanding of work
within a surgery environment