Job responsibilities
JOB TITLE: RECEPTION
SUPERVISOR
REPORTS TO: PRACTICE MANAGER
HOURS: 28 hours per week
POST HOLDER:
Job summary:
Responsible for the day-to-day
supervision of all reception staff and associated functions, ensuring all
functions are carried out in accordance with agreed procedures, protocols and
time-scales, and reporting to the practice manager as necessary. Promote a
harmonious and professional atmosphere in this public facing role.
Supervisory Role:
Induction and
training of all new staff to agreed standards.
Oversee
e-learning of all reception staff.
Ensure adequate
staffing levels during periods of sickness and annual leave, approve annual and other leave, and organise rotas ensuring
all functions are covered as required.
Co-ordinate staff
to ensure all tasks are completed on a daily basis to include, but not limited
to, Visits/ Appointment management, EMIS tasks, issuing of Scripts, Docman/workflow.
Manage EMIS
appointments diary, ensuring diary is updated in a timely manner.
Book locum staff
if appropriate,
Deal with more
complex enquiries from patients including informal complaints relating to
reception functions.
Fire Warden, fire
alarm test and recording.
Oversee
delegation of general housekeeping duties.
Oversee and
delegate daily tasks.
Continually
assess and evaluate systems and quality, recommending changes and improvements
to the practice manager as appropriate.
Manage day to day
issues that may arise within the team or with individuals.
Regularly
evaluate quality of individual and team performance.
Regular 1-2-1
reviews with all reception staff.
Regular team
meetings.
Support the
annual appraisal process for reception staff with support of management team.
Reception/administration duties:
Provide support
as required to the reception team that may include -
Deal with general
telephone enquiries from patients and general public.
Book appointments
and home visits.
Process requests
for repeat prescriptions.
Register new
patients, ensuring full practice information is given.
Manage PCSE
queries and delegate as appropriate.
Process requests
for online access to prescriptions, booking and records access.
Process
eReferrals and associated tasks in absence of medical administrator.
Ensure franking
machine is updated with postal changes.
Order stationery
as required to include prescription paper, ensuring these are recorded and
stored as per protocol.
The above list of duties is not
exhaustive and may be subject to change as deemed necessary
Health and Safety
To participate
and support H&S standards and documentation under the guidance of the
Practice Manager.
Maintain records
of incidents, reviews and training in fire prevention, health and safety and
basic life support.
Quarterly reviews
of risk assessments.
To liaise with
the management team as necessary.
Communication
The post-holder will recognize
the importance of effective communication within the team and will strive to:
Communicate effectively with other team members.
Communicate effectively with patients and carers.
Recognize peoples needs for
alternative methods of communication and respond accordingly.
Quality
The post-holder will strive to
maintain quality within the Practice, and will:
Alert other team members to issues of quality and risk.
Assess own performance and take accountability for own actions, either directly
or under supervision.
Contribute to the effectiveness of the team by reflecting on own and team
activities and making suggestions on ways to improve and enhance the teams
performance.
Work effectively with individuals in other agencies to meet patients needs.
Effectively manage own time,
workload and resources.
Confidentiality
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.
Personal and Professional
Development
The post-holder will keep
abreast of knowledge and legislation changes pertaining to the role. The
post-holder will participate in any training programme implemented by the
Practice as part of this employment, such training to include:
Participation in an annual individual performance review, including taking
responsibility for maintaining a record of own personal and/or professional
development.
Taking responsibility for own development, learning, and performance and
demonstrating skills and activities to others.
Training requirements will be
monitored by yearly appraisal. Personal development will be encouraged and
supported by the Practice.
This job description is not
exhaustive and may be adjusted periodically after review and consultation.