Telephony Supervisor

Job description

Job responsibilities

The Telephone Team Supervisor role is primarily to provide supervision to the practice telephone and administration team.

The post holder will work closely with (and under the direction of) the Operations Manager to provide the continual improvement of standards across a wide range of clinical and administrative activity, as well as providing an element of cover or source of advice in the event of their absence.

The successful candidate must be able to work on their own initiative and have some supervisory experience, along with strong IT and telephone skills. You must be organised and confident, have a friendly and approachable manner and can work under pressure.

Previous primary care experience is not essential as training will be provided.

The post holder will:

• Be an experienced supervisor/leader of staff, providing leadership to the telephone and administration team.
• Have excellent service, leadership, communication and project management skills.
• Be suitably proficient with IT systems and software applications, preferably in a clinical setting (although training will be provided for the suitable candidate).
• Exhibit safe, professional decision-making and high level of care for patients within the Practice.
• Work collaboratively with the wider Practice team to meet the needs of our diverse range of patients.
• Undertake rota planning of both telephone and admin staff
• Support the delivery of required policy and procedures.

In order to work at this level a standard DBS clearance must be met.

Key Responsibilities

The following are the core responsibilities of the Telephone Team Supervisor. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

To provide day-to-day support, leadership, first line management and guidance for the practice telephone and administration team, ensuring an efficient and professional manner is maintained and to provide cover to the telephone team when needed.

Ensure all telephone and administration duties are completed to the highest standard.

Monitor staff attendance, sickness absence and annual leave.

To provide communications between patients, doctors and other staff.

Support the Practice Manager in the recruitment and induction of all new telephone and administration staff.

Ensure cover and suitable contingency plans are in place for all leave, including unforeseen absence.

Support the Practice Manager in the running of elements and/or services within the practice e.g. compliance with CQC, Health and Safety audits etc.

Support the Practice Manager in the reviewing and updating of practice policies and procedures.

Work with the Practice Manager and other members of the practice to identify areas for improvement and assist in change management where appropriate.

Ensure the promotion, monitoring and documentation of performance and quality outcomes targets within the practice (including QOF), and using IT systems and software.

To undertake specific assigned tasks, project support, or development work which may arise during changes to the NHS.

To introduce new policies and procedures in line with current regulations

Manage and deal with day to day needs, difficulties and requirements of the partners and other clinical staff.

To work closely with telephone and clinical staff to ensure adequate cover and the smooth running of the practice, reporting any problems encountered to the relevant person.

To be a point of contact for staff and patient queries and concerns.

• The greeting of patients, dealing with their enquiries in a courteous and polite manner.
• Provide direct support to team members dealing with difficult patient interactions.

Oversee and delegate daily tasks e.g. clinic admin task lists, booking of hub and home visit team appointments.

• Making appointments and booking patients in for surgeries and clinics.
• Answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely.
• Making appointments: offering and arranging the appointments for doctors, helping to arrange clinics.
• Responding to and resolving all local IT issues where appropriate liaising with NHIS the CCG IT support/or others to resolve hardware and software issues.
• Ensure the effective use of clinical systems, IT programmes and other systems used throughout the practice.
• Providing support and ensure training for current and new staff is carried out.
• Training of staff on practice IT systems as necessary.

To promote Equality and Diversity and Health and Safety in themselves.

TRAINING AND DEVELOPMENT

• Taking responsibility for own development with relevant evidence-based knowledge and competence in all aspects of the role to meet clinical governance guidelines for Continuing Professional Development (CPD) and a Personal Development Plan (PDP).
• Stay up to date through attendance at any courses and/or study days necessary to ensure that professional development requirements are met, demonstrating skills and activities to others who are undertaking similar work.
• Subject to a performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Work closely with other clinical staff and administrative managers in the setting up and/or improving of practice systems for monitoring/measuring performance against Clinical Governance and Quality Indicator targets
• Work to deliver the NHS contract requirements related to the practice (including the terms of the Quality and Outcomes Framework and locally enhanced services)

GOVERNANCE

• Take part in the maintenance of quality governance systems and processes across the Practice and its activities.
• Utilise the audit cycle as a means of evaluating the quality of the work of self and the team, implementing improvements where required.
• Work with other teams on improving the quality of service and patient care, in response to local and national policies and initiatives as appropriate
• Support and participate in shared learning across the practice and wider organisation
• Manage, review and identify learning from complaints, incidents and near-miss events relating to the practice, team and self.
• Awareness of statutory safeguarding, notification processes and local guidance for children/vulnerable patients, applying relevant policies and legislation to protect them
• Ensure compliance with policies, procedures and guidelines for self and others, by acting or alerting senior management team if the practice appears to contravene policy, or if there are concerns over any aspect of patient care.

CONFIDENTIALITY

• Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times.
• Maintain an awareness of the Freedom of Information Act.
• 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 manage their own and others health & safety and infection control as defined in the Practices Health & Safety Policy, the Practice Health & Safety Manual, and the Practices Infection Control Policy and published procedures.
• Comply with Practice health and safety policies by following agreed safe working procedures
• Actively reporting of health and safety hazards and infection hazards immediately when recognised
• Keeping work and general areas clean and tidy, and using appropriate infection control procedures to keep work areas hygienic and safe from contamination.
• Undertaking periodic infection control training (minimum annually)
• Awareness and compliance with national standards of infection control, hygiene, regulatory / contractual / professional requirements, and good practice guidelines.
• Correct personal use of Personal Protective Equipment (PPE) and ensuring correct use of PPE by others, advising on appropriate circumstances for use by clinicians, staff and patients.
• Reporting incidents using the organisations Incident Reporting System
• Using personal security systems within the workplace according to Practice guidelines
• Making effective use of training to update knowledge and skills

EQUALITY AND DIVERSITY

The post-holder will support, promote and maintain the Practices Equality & Diversity Policy.

No person whether they are staff, patient or visitor should receive less favourable treatment because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.

The jobholder must comply with all policies and procedures designed to ensure equality of employment and that services are delivered in ways that meet the individual needs of patients and their families.

OTHER DELEGATED DUTIES

This job description is not intended to be exhaustive - it may be changed after consultation with the post holder. The employee shares with the employer the responsibility for review and modification of duties.

Person Specification

Qualifications

Essential

• GCSE English and Maths at grade C or equivalent or above

Desirable

• Supervisory/line management qualification

Experience

Essential

• Experience of working with the general public
• Experience of admin duties
• Clear and respectful telephone style
• Good customer care

Desirable

• Experience of working in general practice
• Experience of working in a healthcare setting

Quality, Attributes and Other

Essential

• Value and appreciate the worth of others
• Positive, forward thinking attitude
• Commitment to a DBS check (standard)

Desirable

• UK Driving licence

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

Downs Way Medical Practice

Address

Downs Way Medical Practice

Worcester Close

Istead Rise

Gravesend

Kent

DA13 9LB

Employer's website

http://www.downswaymedicalpractice.co.uk/ (Opens in a new tab)