Job summary
If you get a buzz from talking with people, understanding their situation and helping them get the support they need, then this is the role for you.
Our reception team are the first people to meet patients and visitors to the practice.They walk alongside our patients to help them understand how to request prescriptions, learn to work with apps and digital access and how to find the right services when they need them. They offer support when patients may be worried or anxious and always try their hardest to find the best option available.
We are looking for a Reception Supervisor to support the team to offer an efficient and smooth-running pateint expereince.
Main duties of the job
We are looking for someone who can support our Reception team to be the best that they can be.
You'll make sure that staffing levels are right and that patient-facing tasks and activities are completed promptly and effectively.
You'll be the sort of person who spots when systems or processes are working as well as they should and can take action to improve them.
You'll be the first line of support to the Repletion team for any unusual or more complex queries and you'll get a buzz out of developing your team's knowledge and understanding.
You will work in close partnership with the Patient Services Manager and have the support of the rest of the management team.
We are looking for someone to work Mon-Thurs 8am-6pm, with one day with a slightly earlier finish at 5:30pm.
About us
We are looking for someone to lead and support our well-established Reception team. There is a mix of long-serving staff and newer colleagues who together offer lots of experience and enthusiasm. They have a strong team identity and really support each other through out the working week.
We are a thriving practice with 14,000+ patients. You will be supported by a fantastic team including an experienced practice manager, operations manager, a patient services manager, 5 partners, 5 salaried and 1 retainer GPs, a strong and skilled nursing team, pharmacy team and mental health team and experienced frontline administrative staff.
We operate a digital front door with all requests for GP time being assessed in our Appointment Hub, staffed by a team of Receptionist working alongside GPs.
Job description
Job responsibilities
The successful candidate will be the backbone of our hard-working and committed Reception team.
The key responsibilities are as follows:
- Ensure adequate reception staffing levels, approve annual and other leave.Reception duties including prescriptions, appointment booking, phone calls, front desk, hub, and patient registrations.
- Ensuring a clean, welcoming Reception space and up-to-date relevant patient information available.
- First point of call for patient concerns (lower-level issues and complaints)
- Continually assess and evaluate systems and processes, recommending changes and improvements to the patient services manager as appropriate.
- Ensure all Practice Protocols and Standard Operating Procedures are understood and adhered to
- Monitor reception team workload, delegating daily tasks and ensuring activity is completed.
- Escalation of workflow issues as appropriate.
- Assess training needs within the reception area with a view to preparing individual Personal Development Plans for reception staff.
- Ensuring staff are up to date with mandatory training.
- Conduct appraisals and 1:1s for reception staff with the Patient Support Manager.
- Undertake the return to work interviews, notifying management of any anomalies.
- Undertake probationary review meetings with the Patient Support Manager
- Assist with the appropriate recruitment and selection procedure for reception staff.
- Induction and training of all new staff.
Experience of working with patients in General Practice is essential. Knowledge of SystmOne (clinical system) would be an advantage but is not essential. A passion for customer service and a focus on the patient at the heart of everything we do is key.
We welcome anyone wanting an informal conversation to explore this opportunity before committing to an application.
Job description
Job responsibilities
The successful candidate will be the backbone of our hard-working and committed Reception team.
The key responsibilities are as follows:
- Ensure adequate reception staffing levels, approve annual and other leave.Reception duties including prescriptions, appointment booking, phone calls, front desk, hub, and patient registrations.
- Ensuring a clean, welcoming Reception space and up-to-date relevant patient information available.
- First point of call for patient concerns (lower-level issues and complaints)
- Continually assess and evaluate systems and processes, recommending changes and improvements to the patient services manager as appropriate.
- Ensure all Practice Protocols and Standard Operating Procedures are understood and adhered to
- Monitor reception team workload, delegating daily tasks and ensuring activity is completed.
- Escalation of workflow issues as appropriate.
- Assess training needs within the reception area with a view to preparing individual Personal Development Plans for reception staff.
- Ensuring staff are up to date with mandatory training.
- Conduct appraisals and 1:1s for reception staff with the Patient Support Manager.
- Undertake the return to work interviews, notifying management of any anomalies.
- Undertake probationary review meetings with the Patient Support Manager
- Assist with the appropriate recruitment and selection procedure for reception staff.
- Induction and training of all new staff.
Experience of working with patients in General Practice is essential. Knowledge of SystmOne (clinical system) would be an advantage but is not essential. A passion for customer service and a focus on the patient at the heart of everything we do is key.
We welcome anyone wanting an informal conversation to explore this opportunity before committing to an application.
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
- Competent use of Microsoft Word
- Previous experience in General Practice
Desirable
Experience
Essential
- Key skills needed for this role:
- Experience working in a customer service role.
- Effective communication - Able to communicate effectively with a diverse patient population as well as clinical and non-clinical colleagues.
- Empathy & understanding - Able to appreciate how people are feeling and respond appropriately.
- Computer literacy - Able to work with computer systems and extract the relevant information
- Organisation - Able to organise, schedule and allocate work to meet deadlines
- Teamwork and interpersonal skills - Able to lead and support a team.
- Problem solving - Able to solve problems using own initiative
- Diligence - Able to remain focused, identify errors and correct them
- Completer / Finisher - Able to get the job done
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
- Competent use of Microsoft Word
- Previous experience in General Practice
Desirable
Experience
Essential
- Key skills needed for this role:
- Experience working in a customer service role.
- Effective communication - Able to communicate effectively with a diverse patient population as well as clinical and non-clinical colleagues.
- Empathy & understanding - Able to appreciate how people are feeling and respond appropriately.
- Computer literacy - Able to work with computer systems and extract the relevant information
- Organisation - Able to organise, schedule and allocate work to meet deadlines
- Teamwork and interpersonal skills - Able to lead and support a team.
- Problem solving - Able to solve problems using own initiative
- Diligence - Able to remain focused, identify errors and correct them
- Completer / Finisher - Able to get the job done
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.
