Reception and Admin Team Manager

The following are the core responsibilities of the Reception and Admin Team Manager. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels. The Reception and Admin Team Manager is responsible for: a. Direct supervisory responsibility of the reception and admin teams and ensuring staff achieve their primary responsibilities. b. Line managing all admin/reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training. c. Induct and training of all new reception and admin staff to agreed standards under the guidance of the Deputy Practice Manager/Practice Business Manager. d. Completing staff appraisals as required. e. Coordinate and produce meeting agendas and record the minutes of meetings for the admin and reception teams. Action any points that arise at the meeting. f. Identifying and delivering team training where required. g. Compiling admin & reception staff rotas. h. Producing, reviewing and updating all administrative and reception policies and procedures as required. i. Supporting the management team in the compilation of practice reports and the practice development plan. j. Developing, implementing and embedding efficient office processes and procedures to adhere to extant legislation. k. Analyse and promote the use of the Friends and Family Test. l. Coordinating the provision of temporary administrative and reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences e.g. changes of shifts/ additional shifts etc. m. Updating and approving the TeamNet system to reflect leave and other approved absences for the reception and admin teams. n. Providing initial guidance and advice to patients who wish to verbally complain. o. Handling reception queries and situations as they arise and try to resolve any complaints at first point of contact, before passing on to the Deputy Practice Manager to resolve. Also to enter any data breaches onto the DSP Toolkit after discussion with the deputy practice manager. p. Managing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary. q. Ensure that all day-to-day tasks for the reception team are carried out, using the T card board in reception. r. Ensure that all reception areas, desks and waiting room areas are kept neat and tidy and free from obstruction at all times, and that the clear desk policy is adhered to at the end of each day. s. To attend weekly Monday morning management meetings and take any actions or updates and disseminate to the reception and admin teams. t. Understand security systems & telephone systems and to look at the data on the Horizon telephone system and analyse the data for service provision. u. Acting as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately. v. To manage the patient registration and removal process for patients and Temp Residents and to oversee the overall process with the admin and reception staff. This will include the uploading the TRs to PCSE, the coding of new patients, the summarising, the returning of medical records. w. To keep up to date with all own tasks, workflow and own workloads. In addition to the primary responsibilities, the Reception and Admin Team Manager may be requested to: a. Deputise for the practice business manager and the deputy practice manager during periods of absence. b. Partake in audit. c. Champion continuous improvement, encouraging staff to participate and make suggestions for CI initiatives. d. Assist with QOF targets.

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