Reception Supervisor

Job description

Job responsibilities

JOB SUMMARY

You will be responsible for the efficient supervision and leadership of a team of receptionists, ensuring all reception duties are performed effectively and to the required standard, meeting the objectives of the practice.

You will support the reception team in delivering a polite and professional service to patients, visitors and staff linked to the practice. Acting as a role model, demonstrating professional standards expected by the practice and creating enthusiasm and energy within the team.

Your role requires you to have a thorough knowledge of the practice procedures / protocols and to work in accordance with these.

Your work may be undertaken within all branches; Sedgefield, Fishburn and Trimdon Colliery.

The role is varied, fast paced but rewarding. Working in collaboration as part of a supportive team you will be confident in managing and prioritising your own workload.

CORE DUTIES AND RESPONSIBILITIES

The list of duties below is not exhaustive and may be subject to change as deemed necessary or requested by the Partners or Practice Management.

Supervisory

Oversee the reception team, including but not limited to, staff cover, sickness monitoring, annual leave, training and appraisals etc. You will also undertake reception duties as part of your role.

Produce and maintain the reception rota, ensuring there is adequate cover within the team and suitable contingency plans are in place for all leave, including unforeseen absence.

Undertake the return-to-work interviews, notifying management of any anomalies.

Co-ordinate and discuss with reception staff daily regarding tasks to be completed to include, but not limited to, Visits/ Appointment management, issuing of Scripts, annual reviews, letters, pathology results etc. and any queries at the end of the day are handed over as necessary.

Ensure all Practice Protocols and Standard Operating Procedures are understood and adhered to.

Maintaining and monitoring the practice appointments system and flow of patients, informing patients of any delays.Maximising appointment ledgers at all times and identifying any issues to the Assistant Practice Manager when required.

Ensure all staff are aware of the disciplinary and grievance procedure and have an understanding of health & safety.

Assist with the appropriate recruitment and selection procedure for reception staff.

Provide induction training of all new staff to agreed standards and ongoing reviews, three and six months.

Assist with and minimise potential patient concerns that may lead to complaints; referring any on to the Assistant Practice Manager where necessary.

Participate in opening and closing of the surgery procedures in line with practice policy.

Oversee the preparing and organising of clinical rooms, ensuring an adequate supply of stationery is at hand for clinicians and rooms are ready for use at the start of each session.

Manage home visit requests, on a rotational basis, in line with practice protocol and PCN cover. Ensure that home visit requests are allocated to a doctor after the agreed cut off period where necessary.

Discuss and manage e-Consults coming into the practice on a rotational basis, in line with practice protocol.

Support and liaise with the Assistant Practice Manager in the control of day-to-day electronic systems operations; safeguarding the data; investigating problems and coordinating with external agencies to maximise the benefits of the computer system in the running of the practice.

Champion Care Navigation and support and train reception staff in the use of, making sure patients are always directed to the appropriate healthcare profession.

To understand and promote achieving with target led areas such as Quality Outcomes Framework (QOF), Direct Enhanced Service (DES) etc.

Administrative

Order stationery as required to include prescriptions, ensuring that these are logged upon delivery and logged out to GPs.

Monitor appointment ledgers and convert any unused appointments e.g. Ambulatory BP, Dressings, telephone appointments etc are converted into routine appointments.

Provide hands on support to all reception staff and carry out any of the duties of a receptionist as detailed below:

• Participate in reception desk cover: greeting of patients, dealing with their enquiries in a courteous and polite manner. Giving out previously prepared repeat prescriptions, making appointments and booking patients in for surgeries and clinics.
• Telephone Duties: answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely. Contacting hospitals, Health Authorities and various other agencies for results, appointments, booking, referrals and patient information.
• Making appointments: offering and arranging the appointments for doctors, Book appointments and reviews ensuring sufficient information is recorded to allow clinicians to retrieve the correct patient record. Assist patients without appointments but who need urgent consultation are seen within an appropriate manner liaising with the duty doctor where necessary.
• Information ensuring that messages are promptly passed to the relevant person. Utilise other clinical IT systems such as AccuRx, e-Consult and Choose and Book where appropriate.
• Computer: to be able to call up patient details and make sure these details are correct. Add administrative notes to the patient records as and when required. Preparation of repeat prescriptions (if part of the prescription team).
• Helping: the doctors in the execution of their duty of care. Facilitating patient care, comfort and safety in the surgery. Be responsible for allotted tasks and their completion. Ensuring that the waiting and reception areas are kept tidy with regards to Health & Safety of patients and colleagues.
• General practice administration.

Making ambulance transport booking requests (emergency / routine) when required.

Registering new patients and those seeking temporary residency cover, ensuring procedures are completed in line with practice guidelines.

Advise patients of any relevant charges for non-NHS services and accept / process payments.

To ensure repeat medication is issued in line with protocols in place and ensure any queries raised are dealt with quickly and correctly.

To ensure patient queries relating to medication are highlighted to the duty doctor.

To liaise with chemists / patients regarding any prescription queries or requests.

Summarisation of patient's medical records on the medical system (SystmOne).

Keeping all data on the medical system up to date.

Deal with incoming emails to the practice generic inbox and action appropriately.

Adhere to practice IT security policies and procedures at all times.

This job description is intended to provide an outline of the key tasks and responsibilities, there may be other delegated duties appropriate to the post. All members of staff are required to take on additional duties or relinquish existing duties in order to maintain the efficient running of the practice.

Person Specification

Attitude & Behaviour

Essential

• Ability to work calmly under pressure and to deadlines
• Conscientious
• Positive role model
• Attention to detail
• Self-motivated and enthusiastic
• Flexible approach to work, in line with the needs of the practice such as evenings or weekend working as necessary
• Able to work as part of a team or independently
• Pleasant and professional manner
• Forward thinker
• Sensitive and empathetic in distressing situations

Qualifications

Essential

• Good standard of general education or experience
• GCSE Mathematics & English C or above

Desirable

• NVQ Level 2 in Customer Care

Experience

Essential

• Experience of working as reception supervisor or have experience of supervising staff
• Experience of working directly with the general public in a busy environment
• Experience of answering telephone calls in a high call volume setting

Desirable

• Experience of working in a busy GP or Health & Social Care environment
• Experience of complaints management

Knowledge & Skills

Essential

• Strong IT skills
• Excellent interpersonal, written and verbal communication skills
• Ability to work flexibly and at times under pressure
• Ability to prioritise workload and manage time effectively
• Verbal reasoning skills
• Ability to support and train staff

Desirable

• An understanding of the health needs of the practice population
• Knowledge of SystmOne clinical computer system
• Able to manage a fast-paced 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

Skerne Medical Group

Address

Harbinson House

Front Street

Sedgefield

County Durham

TS21 3BN

Employer's website

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