Job responsibilities
37 Hours per week, working between 08:00 - 18:00 Monday - Friday.
Main duties of the job
If you have experience of working in primary care and have excellent customer service skills, then you could be the person for us. We will provide training and development for the right candidate to enable this post to become successful.
The following are the core responsibilities of the reception 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.
The reception supervisor is responsible for:
- Overseeing the reception services of the practice, ensuring staff achieve their primary responsibilities.
- Induction and training of all new reception staff to agreed standards.
- Supervising all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training.
- Identify and deliver team training where required.
- Arrange and hold regular meetings with the reception team.
- Develop, implement and embed efficient reception processes and procedures to adhere to legislation.
- Reviewing and updating all reception procedures as required
- Continually assess and evaluate systems and quality, recommending changes and improvements to the Operations Manager as appropriate
- To be the daily initial contact for reception issues, such as absence, appointment queries and any day to day admin issues that arise.
- Compiling reception staff rotas to meet operational business requirements for front of house services during opening hours at both sites.
- Supporting the Operations Manager with the GP Rota.
- Ensure adequate staffing levels and organise rotas are ensuring all functions are covered as required.
- Deal with more complex enquiries from patients including informal complaints relating to reception functions.
- Manage day to day issues that may arise within the team or with individuals.
- Responsibility of the Carers Register and to be the first contact with the Carers organisations when they provide the Practice with information and offer support.
- Maintaining stock levels of stationary items for our Tutbury site.
Reception Duties
- To provide a professional and welcoming reception service for all patients and visitors to the Practice.
- To provide information to callers and visitors or refer on to other sources as appropriate.
- Dealing with patient queries via phone or face to face.
- Booking & amending appointments.
- Check NHS Net and Outlook emails daily and action as required.
- Dealing with patient enquiries and if necessary to pass them to most appropriate clinician/team.
- Handling prescriptions and prescription enquiries.
- Liaise with other healthcare professionals via email or telephone.
- Electronic filing of patient reports, results and documents.
- Opening post, sorting letters.
- Support all clinical staff/management with general tasks as requested.
- To carry out any other reception duties reasonably required by the Doctors.
Person Specification
Experience
Essential
- Experience of working with the general public.
- Experience of administrative duties.
- Experience of working in a health care setting.
- Experience of leading / managing a team.
Desirable
Experience of reception work within a GP practice.
Qualifications
Essential
- Educated to GCSE level or equivalent
Confidentiality:
All patient information that you come into contact with must be dealt with in the strictest of confidence. Any breach in confidence can lead to instant dismissal:-
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 assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to include:
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
Making effective use of training to update knowledge and skill
Safeguarding
All employees are required to act in such a way that at all times safeguards the health and wellbeing of children and vulnerable adults. Familiarisation with and adherence to Safeguarding policies is an essential requirement of all employees as is participation in related mandatory/statutory training. For further information regarding these policies please look at the G Drive folder under Safeguarding or the Staffordshire Safeguarding Childrens Boards website.
The Dove River Practice operates a No Smoking policy
