GP Reception Supervisor

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 setting.
• High levels of resilience and determination.
• Positive attitude and problem solver
• Excellent communication skills (written and oral).
• Evidence of training, leading and supervising the performance of a work team.
• Strong IT skills.
• Effective time management.
• Ability to work on their own and as part of a team.
• Clear and respectful telephone style.

Desirable

• Experience of working in reception and developing reception teams.
• Experience of conducting appraisals, performance development and competency assessments.
• Displays high levels of customer care.
• Experience of working in General Practice.
• Experience of running practice health promotion campaigns.
• In depth, practical knowledge of Systm One and its applications.

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.

Employer details

Employer name

Hatfield Health Centre

Address

Hatfield Health Centre

Ash Hill Road

Hatfield, Doncaster

DN7 6JH

Employer's website

https://www.hatfieldhealthcentre.co.uk/ (Opens in a new tab)