Job summary
The Hatfield Health Centre seek an enthusiastic and reliable
Reception Supervisor to lead the Reception team.
The main duties of the role include training, supervision, motivation
and support of the team, carrying out staff appraisals, managing the rota and
monitoring staffing levels.
The successful candidate will also be responsible for
overseeing the clinical rota and assisting with Health and Safety and CQC
preparation.
Applicants must be able to work under their own initiative,
demonstrate high levels of customer service, be organised with strong communication skills,
have the ability to work under pressure and set an example for the reception
team.
The practice is open from 8.30 a.m. - 6.00 p.m. Monday to
Friday. The Receptionist Supervisor will lead the preparation of the practice before it opens each day.
Please note that this is job will require full time working hours and that the Reception Supervisor works those hours over each of the 5 days of the week, Monday to Friday. The working pattern requires that the Receptionist Supervisor working at the times the practice opens and closes, for nearly all the days of the working week. There will be an occasional requirement to work some Saturdays, during vaccination campaigns.
The interview date is provisionally Wednesday October 22nd.
Main duties of the job
Promote the services offered by the Practice, champion customer service and ensure the smooth and efficient running of the reception team.
Induction and training of all new Reception
staff as per the Practice Induction Programme.
To provide ongoing training, development, supervision and
support to all Reception staff.
Ensure adequate staffing levels within the
Reception team and manage leave, absences and staff rotas.
Apply, monitor, and manage the GP rota and appointment
system in line with agreed policies.
Assist staff with telephone enquiries from
patients and the general public.
Deal with Reception related complaints from
patients.
Monitor requests for home visits.
Oversee Reception duties on a day-to-day basis.
Assess and evaluate systems, recommending
changes and improvements to workflows to the Practice Management team as appropriate.
About us
Hatfield Health Centre has a committed team comprising of GPs, PA, Nurses/HCAs, Clinical Pharmacists, Reception and
Administrators and Physiotherapists, working together to deliver a high quality service to our 9,700
patients. We aim to provide a personal service which is based on the fact the the practice is long established in the community. We are located in a modern, spacious building with good facilities in a small town, with a pharmacy and District Nursing on the same site.
Job description
Job responsibilities
Job Purpose
To support the Practice Management team in
ensuring the effective and efficient management of the reception team.
To fulfil the role of the line manager of the
reception team.
Main Duties and Responsibilities
Promote the services offered by the Practice.
Induction and training of all new Reception
staff as per the Practice Induction Programme.
To provide ongoing training, supervision and
support to all Reception staff.
Ensure adequate staffing levels within the
Reception team and manage leave, absences and reception staff rotas, bearing in mind patient demand.
Manage GP and PA rotas and appointments to ensure that the practice has adequate capacity.
Apply, monitor, and manage the appointment
system in line with agreed policies, highlighting the requirements for locum
cover.
Assist staff with telephone enquiries from
patients and the general public.
Monitor, analyse and responding to reporting on patient demand, via practice telephony and digital communications.
To be first point of contact for patient related
complaints in-line Practice complaints procedure.
Monitor requests for home visits.
Oversee Reception duties on a day-to-day basis.
Assess and evaluate systems, recommending
changes and improvements to the Practice Management team as appropriate.
Ensure that the reception team receive, assist
and direct patients in accessing the appropriate service or healthcare
professional in a caring, courteous and effective way using Care Navigation.
Lead the team though positive role-modelling and
example.
Ensure the implementation of practice procedures
and policies
Ensure all daily duties are completed before end
of day.
Provide general assistance to the practice team
and project a positive and friendly image to patients and other visitors.
To lead on health promotion campaigns and
maintain up to date information for patients in the waiting area.
Implement and deliver initiatives for the
practice in achieving target based functions such as Quality and Outcomes
Framework or Locally Commissioned Services.
Provide IT support to the team in the form of system administration support
for Smart Cards.
Manage Practice Reception Staff
Managing the performance of
staff, including staff appraisals.
Encourage and support staff induction, training,
and development (including personal) using Personal Development Plans.
Encourage team working, team development and
effective communication.
Manage change and contribute to the change
process.
Information and Communication Assist the PM in the
following
Develop effective internal and external
communication systems.
Gather and present information to support
decision making.
Network with colleagues from other Practices.
Other Tasks and Assistance
Mediate with staff.
Develop and write practice protocols and policies.
Assisting with work to achieve CQC standards.
Job description
Job responsibilities
Job Purpose
To support the Practice Management team in
ensuring the effective and efficient management of the reception team.
To fulfil the role of the line manager of the
reception team.
Main Duties and Responsibilities
Promote the services offered by the Practice.
Induction and training of all new Reception
staff as per the Practice Induction Programme.
To provide ongoing training, supervision and
support to all Reception staff.
Ensure adequate staffing levels within the
Reception team and manage leave, absences and reception staff rotas, bearing in mind patient demand.
Manage GP and PA rotas and appointments to ensure that the practice has adequate capacity.
Apply, monitor, and manage the appointment
system in line with agreed policies, highlighting the requirements for locum
cover.
Assist staff with telephone enquiries from
patients and the general public.
Monitor, analyse and responding to reporting on patient demand, via practice telephony and digital communications.
To be first point of contact for patient related
complaints in-line Practice complaints procedure.
Monitor requests for home visits.
Oversee Reception duties on a day-to-day basis.
Assess and evaluate systems, recommending
changes and improvements to the Practice Management team as appropriate.
Ensure that the reception team receive, assist
and direct patients in accessing the appropriate service or healthcare
professional in a caring, courteous and effective way using Care Navigation.
Lead the team though positive role-modelling and
example.
Ensure the implementation of practice procedures
and policies
Ensure all daily duties are completed before end
of day.
Provide general assistance to the practice team
and project a positive and friendly image to patients and other visitors.
To lead on health promotion campaigns and
maintain up to date information for patients in the waiting area.
Implement and deliver initiatives for the
practice in achieving target based functions such as Quality and Outcomes
Framework or Locally Commissioned Services.
Provide IT support to the team in the form of system administration support
for Smart Cards.
Manage Practice Reception Staff
Managing the performance of
staff, including staff appraisals.
Encourage and support staff induction, training,
and development (including personal) using Personal Development Plans.
Encourage team working, team development and
effective communication.
Manage change and contribute to the change
process.
Information and Communication Assist the PM in the
following
Develop effective internal and external
communication systems.
Gather and present information to support
decision making.
Network with colleagues from other Practices.
Other Tasks and Assistance
Mediate with staff.
Develop and write practice protocols and policies.
Assisting with work to achieve CQC standards.
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths or equivalent
Desirable
- High Level skills in Systm One clinical system, creating appointment schedules and reports.
Knowledge, experience and skills
Essential
- Experience of working in a health care, preferably in a GP setting.
- High levels of resilience and determination.
- Positive attitude and problem solver
- Excellent communication skills (written and oral).
- Evidence of training, leading, appraising and supervising the performance of a reception team.
- Strong IT skills, preferably in Systm One.
- Effective time management.
- Highly skilled in customer care.
- Responsive, motivated and lots of initiative
Desirable
- Experience of running practice health promotion campaigns.
- In depth, practical knowledge of Systm One and its applications
- Trained and experienced in rota management software
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths or equivalent
Desirable
- High Level skills in Systm One clinical system, creating appointment schedules and reports.
Knowledge, experience and skills
Essential
- Experience of working in a health care, preferably in a GP setting.
- High levels of resilience and determination.
- Positive attitude and problem solver
- Excellent communication skills (written and oral).
- Evidence of training, leading, appraising and supervising the performance of a reception team.
- Strong IT skills, preferably in Systm One.
- Effective time management.
- Highly skilled in customer care.
- Responsive, motivated and lots of initiative
Desirable
- Experience of running practice health promotion campaigns.
- In depth, practical knowledge of Systm One and its applications
- Trained and experienced in rota management software
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.