Reception Supervisor

Job description

Job responsibilities

Job Responsibilities

Oversee and monitor capacity throughout the day ensuring patient calls are being answered in a timely manner and documentation is processed efficiently.

Oversee the processing of scanned documents in Anima to ensure these are being processed efficiently and accurately

Oversee the processing of Acquired document within SystmOne to ensure these are being processed efficiently

Escalating concerns with capacity management to the management team when necessary.

Reception Appraisals carried out on time and in full on at least an annual basis.(Business Manager to oversee this process)

Ensure that all reception and admin team members are carrying out their duties efficiently, and with sufficient knowledge and training support.

Management by walkabout, ensuring spot checks are made for quality of service and delivery across both sites.

Provide cover, sometimes at short notice to ensure reception and admin cover is always maintained and the business is open to patient services. Ie. Such as staff sickness cover, flexibility essential.

Responsible for arranging weekly staff rotas and day to day cover for absenteeism as required by the Business Manager

Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Undertake a variety of administrative duties to assist key system returns required for mandatory contractual and governance purposes.

Provide investigation and co-ordination of patient complaints to ensure patient queries are dealt with in accordance with the Practice Complaints Procedure.(Managing complaints in the absence of the Complaints Manager)

To work with the Business Manager on planning, delegation and implementation of new staff induction and staff training.

To deal with first line staff issues. Liaise with the Business Manager for items that need escalation.

Additional Duties

Coordinating staff data monthly to ensure there are no issues with monthly payroll (annual leave and sickness tracking)

Dealing with early morning connecting problems with TPP SystmOne.

Overseeing opening up/locking-up of practice premises and maintaining security in accordance with practice protocols

Oversee the use of rooms by outside agencies and locum doctors.

Oversee the registering of patients to the Practice, ensuring identification procedures are adhered to and providing new patients with assistance in the registration process and the issuing of Practice Welcome Pack and prescribing information.

Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional

Oversee the processing and distributing incoming (and outgoing) mail. Ensuring out-going mail is dealt with on a day-to-day basis.

Taking messages and passing on information

Digitally filing and retrieving paperwork as required

Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures

Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers

Active member of the Management Team

The above list of responsibilities and duties is not exhaustive and may be subject to change as deemed necessary.

Oversee the Practice Manager inbox and escalate matters as necessary.

Support the business leads in the co-ordination, supervision and implementation of:

o NHS England guidance

o System level guidance

o CQC requirements

o Friends & Family

o Financial Claiming

o QoF

o Medical Secretary Referral Processes

o Medicines Management Processes

o Financial data coordination of claims

o Line Management of all employed non-clinical staff

o Onsite HR support (to be overseen by HR Manager)

o Onsite Governance Support

o List Size Management

o Safeguarding coordination (with support of Safeguarding Care Coordinator)

o Health & Safety Coordinator escalating where necessary

Person Specification

Qualifications

Essential

• GCSE grade A to C in English, Maths and Science
• Proficient in MS Office and web-based services
• Ability to recognise and work within limits of competence and seek advice when needed
• Ability to actively listen, empathise with people and provide personalised support in a non-judgemental way
• Ability to provide a culturally sensitive service supporting people from all backgrounds and communities, respecting
• lifestyles and diversity
• Commitment to reducing health inequalities and proactively working to reach people from diverse communities
• Ability to support people in a way that inspires trust and confidence, motivating others to reach their potential
• Ability to communicate effectively, both verbally and in writing, with people, their families, carers, community groups, partner agencies and stakeholders
• Ability to identify risk and assess / manage risk when working with individuals
• Have a strong awareness and understanding of when it is appropriate or necessary to refer people to other health professionals/agencies, when what the person needs is beyond the scope of the care navigator role e.g. when there is a mental health need requiring a qualified practitioner
• Ability to maintain effective working relationships and to promote collaborative practice with all colleagues
• Ability to demonstrate personal accountability, emotional resilience and work well under pressure
• Ability to organise, plan and prioritise on own initiative, including when under pressure and meeting deadlines
• High level of written and verbal communication skills
• Ability to work flexibly and enthusiastically within a team or on own initiative
• Knowledge of, and ability to work to policies and procedures, including confidentiality, safeguarding, lone working, information governance, and health and safety
• Experience of working in a GP practice, adult health and social care, learning support or public health / health improvement
• Experience of data collection and using tools to measure the impact of services
• Knowledge of Safeguarding Children and Vulnerable Adults policies and processes
• Understanding of the needs of older people / adults with disabilities / long term conditions particularly in relation to promoting their independence

Desirable

• Ability to provide motivational coaching to support peoples behaviour change
• Experience of working in health, social care and other support roles in direct contact with people, families or carers (in a paid or voluntary capacity)
• Experience of supporting people, their families and carers in a related role
• Experience or training in personalised care and support planning
• Experience of working with elderly or vulnerable people, complying with best practice and relevant legislation
• Knowledge of how the NHS works, including primary care and PCNs
• Basic knowledge of long-term conditions and the complexities involved: medical, physical, emotional and social

Experience

Essential

• Experience of working within General Practice at a supervisory or junior leadership level
• Customer service experience essential
• Team development
• Team management

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

Southend Coastal Surgeries

Address

Valkyrie Road Primary Care Centre

50 Valkyrie Road

Westcliff-on-sea

Essex

SS0 8BU

Employer's website

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