Reception Supervisor

Job description

Job responsibilities

CHURCH LANE SURGERY

JOB DESCRIPTION

JOB TITLE: RECEPTION SUPERVISOR

REPORTS TO: ASSISTANT PRACTICE MANAGER

WORKS WITH: CLINICIANS, SENIOR PRACTICE NURSE, IT LEAD, ADMINISTRATION SUPERVISOR

Job summary:

Responsible for the day-to-day supervision and management of all reception staff and associated functions, including the repeat prescribing and the clinical system, ensuring all functions are carried out in accordance with agreed procedures, protocols and time-scales, and reporting to the practice manager as necessary.

Main Duties/Key Tasks:

• Provide supervisory support to the Reception Team, ensuring all staff and work processes run smoothly and within agreed timescales.
• Work closely with the Administration Supervisor to ensure efficient working across the Practice
• Support and guide the members of the Reception Team in the use of the computer system
• Keep yourself and the Reception Team up-to-date with features and functionality of the Practice clinical system and associated programmes.

• Ensure adequate staffing levels in Reception Team, approve annual and other leave, and organise bank holiday rotas in line with agreed policy.
• Maintain an accurate record of annual leave for the Reception Team
• Organise any extra cover when required, after first being approved by the Practice Manager or a GP Partner. Sign off any overtime and lieu forms, accurately recording lieu time and passing overtime forms to the Assistant Practice Manager for payroll.
• Maintain GP clinics, rotas and annual leave ensuring there is adequate appointment availability and liaising with the Management Team when locum cover is required.

• Ensure adequate reception and associated facilities for practice, PCN and other in-house providers associated with the practice.
• Manage the various appointments, visit and other books, in line with agreed policies.
• Deal with more complex enquiries from patients and deputise for Assistant Practice Manager in their absence
• Continually assess and evaluate systems, recommending changes and improvements to the practice manager as appropriate.

Supervise, co-ordinate and guide the reception staff

• Deal with any problems reported by other members of the Health Care/Administration Team.
• Encourage and support personal development of members of the Reception Team including carrying out annual appraisals
• Maintain self and team professionalism
• Devise a training manual for the Reception Team, keeping this up-to-date and sharing any updates with colleagues
• Keep the Health Care Team informed of any matters arising as necessary, or as requested by other members of the Health Care Team
• Keep the Practice Manager informed of any matters arising or problems / potential problems, or with a GP Partner in the Practice Managers absence

Reception support

• Receiving patients arriving at the Practice
• Maintain practice morbidity register.
• Deal with general enquiries from patients and general public.
• Have an understanding of the services we offer and directing patients to the right service.
• Record requests for home visits.
• Record requests for repeat prescriptions.
• Make appointments for patient to see doctor, nurse and other clinical staff associated with the practice.
• Cancel and rearrange appointments when clinicians are not available
• Record messages for doctor, nurse and administrative staff.
• Dealing with incoming and outgoing post
• Chaperone for clinical staff as required
• 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 job description, 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 implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include (but will not be limited to):

• Ensure job-holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management.
• Maintain an up-to-date knowledge of health and safety and infection control statutory and best practice guidelines and ensure implementation across the business
• 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 across the business
• Making effective use of training to update knowledge and skills, and initiate and manage the training of others
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial/corrective action where needed
• Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised
• Keeping own work areas and general/patient areas generally clean, identifying issues and hazards/risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers
• Undertaking periodic infection control training (minimum annually)
• Routine management of own team/team areas, and maintenance of work space standards
• Demonstrate due regard for safeguarding and promoting the welfare of children.

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 recognises the importance of peoples 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 that 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
• 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 teams 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
• Recognise peoples 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

This Job Description is neither exhaustive nor exclusive and will be reviewed annually in conjunction with the post-holder at the annual appraisal. The post-holder is also required to carry out any duties that may reasonably be requested by the Partners or the Practice Manager.

Person Specification

Qualifications

Essential

• Good standard of general education
• Standard Grade Mathematics or equivalent
• Standard Grade English or equivalent

Experience

Essential

• Experience of using own initiative
• Practical experience of working with others

Desirable

• Experience of supervising others and providing training
• Experience of customer service
• Experience of working within a General Practice Reception environment
• Practical experience of computerised recording systems

Skills

Essential

• Ability to work under own initiative and make decisions within defined procedures
• Good communication skills (Written and Oral)
• IT and Keyboard skills
• The ability to follow procedures and work to deadlines
• Interpersonal skills
• Good accuracy and attention to detail

Desirable

• Ability to handle situations of potential conflict
• Problem solving

Behaviours & Knowledge

Essential

• Planning and organising
• Performing under pressure
• Adaptability to change
• Team working
• Self motivated
• Flexibility
• Confidentiality
• Awareness of potential conflicts of interest

Desirable

• An understanding of a General Practice Reception environment

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

Church Lane Surgery

Address

24 Church Lane

Brighouse

West Yorkshire

HD6 1AT

Employer's website

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