Job responsibilities
The following are the core responsibilities of
the Reception Supervisor in delivering health services. There may be, on
occasion, a requirement to carry out other tasks. This will be dependent upon
factors such as workload and staffing levels:
Support reception staff development, providing guidance and
direction
Ensure that the reception team action all incoming emails,
correspondence, and requests as necessary
Seek to resolve any day-to-day staff issues locally. If not
possible, escalate to the mnagament team for action
Induction and training of receptionists to agreed standards
and ongoing review, ensuring staff are up to date with mandatory training
Update receptionists HR records as necessary
On an ongoing basis gather data to ensure staffing levels
are matched to demand.
Produce the reception rotas
Support in the production of practice rotas
Assist in maintain and monitor the practice appointment
system
Support the leadership in assisting with total triage
administration
Deputise and support during periods of absence
Support the Practice Manager with all Patient Participation
Group related matters
Support all clinical staff with general administrative tasks
as requested
Answer incoming phone calls, transferring calls or dealing
with the callers request appropriately
Signpost patients to the correct service
Process personal, telephone and e-requests for appointments
Initiate contact with and respond to, requests from
patients, team members and external agencies
Direct requests for information, i.e., DSAR,
insurance/solicitors letters and DVLA forms to the administrative team
Input data into patients healthcare records as necessary
Manage all queries as necessary in an efficient manner
Accurately clinically code data into the patient record on
the clinical system
Conduct system searches as requested
Ensure that documentation is correctly filed and photocopied
as required
Oversee and data-enter new and temporary registrations and
relevant patient information as required
Undertake a broad spectrum of administrative duties
commensurate with the role
Be an integral part of the general practice team
Be aware of duties and responsibilities regarding current
legislation and adhere to practice policies and procedures on safeguarding
adults and safeguarding children
Support in the delivery of enhanced services and other
service requirements
Undertake all mandatory training and induction programmes
Contribute to and embrace the spectrum of clinical
governance
Maintain a clean, tidy, effective working area at all times
Attend a formal appraisal with their manager at least every
12 months. Once a performance/training objective has been set, progress will be
reviewed on a regular basis so that new objectives can be agreed
In addition to the primary responsibilities, the
Lead Receptionist has the following wider responsibilities:
Support
administrative staff, providing cover during staff absences
Use the principles
of modern general practice to maximise opportunities for streamlining processes
and improving the patient journey
Scan
patient related documentation and attach scanned documents to patients
healthcare records
Support
health promotion and display promotional material on the allocated noticed
boards and in the waiting room
Participate
in local initiatives to enhance service delivery and patient care
To
support in the management of repeat prescriptions, ensuring they are processed
accurately and efficiently
Support and participate in shared learning