Job Description

Job Summary and scope of role:

To work alongside the reception manager and be responsible in their absence for all aspects pertaining to the day to day management and cover of Reception and the Reception Team and to assist the Practice Manager and the Partners in other essential tasks

The ideal candidate will be able to multi task and have good communications skills

Main duties and responsibilities

Ensure Reception staff work to the Practice agreed standards and protocols

Prepare the staff rota and ensure adequate coverage at all times

Be responsible for all administration & training pertaining to the Reception team

e.g. leave, sick leave, induction, annual review as required

Liaise with the Doctors and Lead nurse as required

Cover day to day Reception duties e.g. appointments, sickness absences, test results, patient queries, this job description should be read in conjunction with the Medical Receptionist which applies when performing these duties.

Ensure that the Reception area is kept neat and tidy

Ensure that the necessary levels of forms etc are maintained

Be responsible for ensuring that the team uphold the buildings and staff security at all times and that confidentiality is upheld.

Ensure that all notice boards are relevant and up to date

Close Liaison with patients and managing comments/complaints from patients relating to the reception department.

Managing sickness absences and this may fall outside of office hours to ensure that cover is in place for the next working day

Job responsibilities:

Induction and training of all new staff to agreed standards.

Carry out regular performance management reviews with the team and at least annual appraisals to include personal development plans.

To maintain an up-to-date training log of all the teams training activity.

Ensure adequate staffing levels, approving annual and other leave and organises Bank Holiday rotas in line with agreed policy.

Manage the various appointments, visit and other books in line with agreed policies.

Deal with more complex enquiries from patients

Continually assess and evaluate systems recommending changes and improvements to the Practice Manager as appropriate.

Deal with general telephone enquiries from patients and general public.

Provide pastoral care to the team

Mentor and performance manage the reception team on a daily basis

Ensure equipment is available for the delivery of an efficient and well run department

Help solve IT Issues

Manage the electronic appointment system ensuring that there is always 4 weeks available to book ahead for all clinical staff

The above list of duties is not exhaustive and may be subject to change as deemed necessary

Confidentiality:

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately In the performance of the duties outlined in this , the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others' health, safety and security as defined in the practice Health & Safety Policy, to include:

Using personal security systems within the workplace according to practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks Making effective use of training to update knowledge and skills Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Reporting potential risks identified.

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognizes the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality:

The post-holder will strive to maintain quality within the practice, and will:

Alert other team members to issues of quality and risk, particularly upon observation of failure by a team member. Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources.

Communication:

The post-holder should recognize the importance of effective communication within the team and will strive to:

Communicate effectively with other team members Communicate effectively with patients and carers Recognize people's needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services:

The post-holder will:

Apply practice policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audit where appropriate.

Note

This job description is not intended to form part of the contract of employment or to be a complete list of duties and responsibilities, but it is a guide, for information, to the job. It will be periodically reviewed in the light of developing work requirements in the role. The post holder will participate in the review.

Salary to be confirmed dependant on experience.

Job Types: Full-time, Part-time

Benefits:

Company events Company pension
Language:

English (preferred)
Work Location: In person

Application deadline: 29/08/2025
Reference ID: Deputy Reception Manager
Expected start date: 08/09/2025