Job Description

The following are the core responsibilities of the Support 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 Support Manager is responsible for: a. Overseeing the Reception Team, ensuring staff achieve their primary responsibilities; b.



Line managing the Reception Supervisors, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training; c. Completing Reception Team appraisals; d. Identifying and delivering Reception Team training, where required; e. Planning Reception Team staff rotas (including breaks, annual leave, and Enhanced Services Hub cover); f.



Reviewing and updating all Reception policies and procedures, as required; g. Supporting the Management Team dealing with patient complaints, when required; h. Developing, implementing and embedding efficient office processes and procedures to adhere to extant legislation; i. Coordinating the provision of temporary Reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences; j.



Providing initial guidance and advice to patients who wish to verbally complain. In addition to the primary responsibilities, the Support Manager may be requested to: a. Deputise for the Practice Manager / Assistant Practice Manager during periods of absence; b. Monitor and promote the use of the NHS Friends and Family Test.