Job responsibilities
JOB DESCRIPTION
JOB TITLE: MedicalReception Supervisor
REPORTS TO: Operations Manager/Deputy Practice Manager
HOURS: 30 hours per week
Monday 1.30pm 6.30pm
Tuesday 1.30pm 6.30pm
Wednesday 8am 6.30pm
Friday 8am 6.30pm
This person must be capable of performing accurately any function requested of them within the scope of this post, to assist the practice to run efficiently.
AIM
To supervise the reception team and ensure that a professional, reliable, welcoming, and friendly service is provided to the patients. Ensure that any queries from doctors, other staff, attached staff, patients, and other agencies, are managed effectively. Undertake reception duties appropriate to the nature of the post in a pleasant and efficient manner.
AREAS OF RESPONSIBILITY:
Patient Duties
- Act as the first point of contact for patient complaints; ensure patient is fully aware of his/her rights regarding the complaints process and their right to appeal/escalate any decision.
- Help patients to manage their needs, answering their queries and supporting them to make appointments.
- Support the Reception team provide coordination and navigation for individuals and their carers across health and care services, working closely with social prescribing link workers, health and wellbeing coaches and other primary care roles.
- Act as Carers lead, proactively identifying carers and work with them to support their personalised care requirements, ensuring they can access appropriate services. Ensure new carers are recorded on S1 and are provided with support information. Attend carers meetings as required
- Be aware of all external services and ensuring that staff are signposting patients correctly
Management Duties
Proactively supervise the reception team to ensure professional standards are maintained
Support management of the reception rota to ensure that cover is provided for normal operations and for holiday, sickness and other absence as required
Taking initial involvement in resolving team queries and low-level disputes, escalate to management as required
Point of contact for the GP Partners and Management team for all Reception issues.
Being a voice for the reception team and cascading information between Management & Staff
Taking initial responsibility for trouble shooting at all sites
Managing team lunch times and workstation rotation
Support the RS Prescription Lead in ensuring that prescriptions are efficiently managed in accordance with Practice policies and procedures
Ensure building security - have thorough knowledge of doors, windows, alarm, and security procedures. When on duty, open and close the premises as required following the security procedures
Ensure Reception have written protocols to assist them to carry out their duties
Supporting the Reception team in their duties where required and being able to carry out any receptionist duty (see Reception job description).
In agreement with the management team, support and/or take responsibility for the following
o Training
Plan and implement training of new team members
Ensure upskilling of team and CPD
Identify PLT training needs
Carry out regular quality reviews of team phone calls
Coordinate and manage reception team meetings (agenda, minutes, planned CPD)
o Administration
Support rota management
Support management team with regular rota reviews
Support management of annual leave requests
o Triage Support
Support reception and clinical teams
Manage appointment availability
Ensure consistent signposting to appropriate services
Additional Duties
- Undertake fire warden duties on a rota basis or when necessary.
- As requested, and where within the scope and capability of the post holder, to cover absenteeism and assist with general day-to-day duties across the practice as appropriate and when required.
Any other tasks allocated by Partners/Managers that fall within the scope of Practice requirements and employee's expected skill level
To comply with all policies and procedures within the Staff Handbook
Cover Sickness/ absence Leave for team members on a give and take basis
To comply with all Practice/legal requirements pertaining to patients, staff, and the Practice e.g.
Data Protection Regulations (applicable to all staff, visitors, patients, contractors etc)
Caldicott Requirements (Patient Confidentiality)
Health & Safety at Work
Ensure knowledge, whereabouts and adherence to relevant Practice Policies, Protocols, and staff handbook
The post holder is reasonably expected to attend meetings outside of normal working hours, providing a minimum of four weeks notice is given.
Confidentiality must always be maintained in accordance with the Practice Policy
This job description represents a guide to the range of duties required. You are requested to be flexible and the employers reserve the right to alter such hours as may be considered necessary to ensure the Practice runs smoothly.
This job description is subject to regular review and may be amended to meet changing demands within the Practice and/or imposed by outside agencies
It is a requirement of the role to ensure that adequate RS cover is provided at all times when considering annual leave requests and rota changes.
Reviewed December 2023
