Senior Receptionist

Job description

Job responsibilities

Job Summary

To support the Practice Manager and other Supervisors in the achievement of the following areas:

The following supervisory tasks should be undertaken in addition to the regular duties of a Receptionist, with time given on a protected basis when staffing levels and demand allow.

Please see separate job description for Receptionist for full details of this, noting that when a Supervisor is allocated on the rota to duties of Telephone, Front Desk or AccuRX, that full attention should be given to those responsibilities.

Deal with complex enquiries from patients including informal complaints. Listening to such patient concerns should be done at reasonable times and for reasonable period of time, bearing in mind the other priorities that may have been allocated to you i.e. not to hold impromptu patient meetings when the Supervisor is allocated to other duties such as manning the telephone.

Helping Receptionists colleagues with any complex requests or questions, supporting or directing them to finding the answer and subsequently training other members of the team in the outcome if needed.

Induction, training and ongoing support of all new staff to agreed standards in all areas involving Reception duties and responsibilities. This includes enabling students and other new starters to observe reception, and providing a useful learning experience for them.

Oversee and ensure time is allocated for the regular refresher of e-learning and all statutory and mandatory of all reception staff

Ensure adequate staffing levels, approve annual and other leave in line with policies.

Organise rotas ensuring all functions are covered as required and ensure that these rota are in place and that staff adhere to them on the day.

Reporting any staffing concerns to the Practice Manager.

Working within allocated budgets in terms of staff cover and consumables.

Maintain confidentiality at all times and advise reception colleagues on any GDPR training issues, or questions.

Troubleshoot IT problems and identify solutions a strain staff on how to do the same. Where appropriate, report IT faults to the relevant system provider.

Manage day to day issues that may arise within the team or with individuals including training needs, patient feedback, performance or efficiency/effort.

Regularly evaluate quality of individual and team performance and liaise with the Practice Manager.

Support the Practice Manager with the induction, review and annual appraisal process for reception staff.

Deal with general telephone enquiries from patients and general public

Book appointments and home visits

Oversight of Appointment system and Telephone Call screens to maintain good and efficient access for patients.

Liaise with the Practice Manager regarding room allocations for staff.

PCSE ordering including NHS supplies exemption forms and office stationery.

Feedback for reception staff from call recording audits.

Making suggestions for improvements and systems that need review.

Person Specification

Qualifications

Essential

• See separate document

Desirable

• See separate document

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

Aire Valley Surgery

Address

Enhanced Primary Care Centre

South View Road

Yeadon

Leeds

LS197PS

Employer's website

https://www.airevalleysurgery.nhs.uk (Opens in a new tab)