Job summary
This role offers a dynamic opportunity to join OWLS West Lancashire GP federation as a Supervisor within the Enhanced Access service. You will play a crucial role in ensuring the smooth operation of various clinical sites, providing support to receptionists and clinicians and contributing to the delivery of high-quality patient care.
If you are a highly organised and motivated individual with excellent communication and leadership skills, this role offers a rewarding opportunity to make a positive impact on healthcare for the population of West Lancashire as part of the enhanced access service.
Main duties of the job
- Operational Oversight: Oversee the setup of clinics, manage IT issues, and liaise with healthcare professionals across multiple sites.
- Patient Support: Handle incoming calls, manage reception staff, and troubleshoot facility issues.
- Team Leadership: Backfill for absent receptionists, schedule transportation, and guide new staff.
- Quality Assurance: Monitor patient attendance, report incidents, and contribute to service development.
- Administrative Tasks: Process referrals, conduct audits, and participate in meetings.
About us
Employment will be with OWLS CIC Ltd West Lancashire GP Federation, as a central function to the GP Practices and Primary Care Network (PCN) members.
OWLS CIC is a small GP owned and led not-for-profit primary care organisation, run by GPs and health professionals. OWLS was founded in the 90s by a small group of General Practitioners, with the main aim of ensuring high quality out of hours services.
In 2017 it transitioned to become a GP Federation to support and provide services for its practices and to offer a vehicle that local GPs had an opportunity to bid for, and provide, innovative primary care services in their local area.
We are a not-for-profit organisation, which means that all the money we generate through service contracts is invested back into providing patient care.
Job description
Job responsibilities
Weekday Evenings:
On-site Receptionist Duties: Fulfil receptionist duties at the various sites in operation, including managing patient appointments, and providing excellent customer service.
Escalation Point: Serve as the first point of contact for queries from reception staff at the various operating sites, providing guidance and support as needed.
Weekends:
Operational Oversight: Oversee the setup and operation of clinics, ensuring all necessary equipment and supplies are in place.
Team Support: Provide support to receptionists and clinicians, addressing any issues or concerns that arise.
Incident Management: Respond to and report incidents, taking appropriate action as needed.
Referral Processing: Process referrals as required, ensuring they are accurately completed and sent to the appropriate providers.
Additional Cover: Backfill for receptionist staff who are unable to complete their shifts.
Additional Responsibilities:
Provide IT support to clinicians and receptionists, troubleshooting issues with the various clinical systems.
To assist in the training and development of current reception staff, ensuring they are working to the level as recommended in the service standard. To induct new staff members, providing them with the necessary knowledge and skills to succeed in their roles.
Monitor patient attendance and report DNAs (Did Not Attend) to the the Enhanced Access Management Team.
Contribute to the development of standard operating procedures and other initiatives to improve service delivery .Liaise with clinicians and receptionists across all sites to coordinate schedules, address patient needs, and ensure smooth communication.
Manage incoming calls to the Enhanced Access Phoneline, answering and resolving inquiries promptly.
Troubleshoot estate issues, such as facility maintenance or equipment problems.
Coordinate taxi scheduling for blood transportation.
Respond to and report incidents via the OWLS process, taking appropriate action as needed.
Escalate any untoward events or complaints to the Enhanced Access Management Team.
Collate stock orders from across all sites and ensure timely delivery of supplies.
Lead or assist in site audits to ensure compliance with CQC requirements.
Work independently, efficiently, and effectively, managing your own workload and taking responsibility for your tasks.
Utilise computer skills to access databases, email, and other relevant resources.
Adhere to all relevant policies and procedures, working within your scope and remit.
Maintain a safe and healthy work environment for yourself and your colleagues.
Be aware of emergency procedures and escalate issues affecting service delivery as necessary.
Job description
Job responsibilities
Weekday Evenings:
On-site Receptionist Duties: Fulfil receptionist duties at the various sites in operation, including managing patient appointments, and providing excellent customer service.
Escalation Point: Serve as the first point of contact for queries from reception staff at the various operating sites, providing guidance and support as needed.
Weekends:
Operational Oversight: Oversee the setup and operation of clinics, ensuring all necessary equipment and supplies are in place.
Team Support: Provide support to receptionists and clinicians, addressing any issues or concerns that arise.
Incident Management: Respond to and report incidents, taking appropriate action as needed.
Referral Processing: Process referrals as required, ensuring they are accurately completed and sent to the appropriate providers.
Additional Cover: Backfill for receptionist staff who are unable to complete their shifts.
Additional Responsibilities:
Provide IT support to clinicians and receptionists, troubleshooting issues with the various clinical systems.
To assist in the training and development of current reception staff, ensuring they are working to the level as recommended in the service standard. To induct new staff members, providing them with the necessary knowledge and skills to succeed in their roles.
Monitor patient attendance and report DNAs (Did Not Attend) to the the Enhanced Access Management Team.
Contribute to the development of standard operating procedures and other initiatives to improve service delivery .Liaise with clinicians and receptionists across all sites to coordinate schedules, address patient needs, and ensure smooth communication.
Manage incoming calls to the Enhanced Access Phoneline, answering and resolving inquiries promptly.
Troubleshoot estate issues, such as facility maintenance or equipment problems.
Coordinate taxi scheduling for blood transportation.
Respond to and report incidents via the OWLS process, taking appropriate action as needed.
Escalate any untoward events or complaints to the Enhanced Access Management Team.
Collate stock orders from across all sites and ensure timely delivery of supplies.
Lead or assist in site audits to ensure compliance with CQC requirements.
Work independently, efficiently, and effectively, managing your own workload and taking responsibility for your tasks.
Utilise computer skills to access databases, email, and other relevant resources.
Adhere to all relevant policies and procedures, working within your scope and remit.
Maintain a safe and healthy work environment for yourself and your colleagues.
Be aware of emergency procedures and escalate issues affecting service delivery as necessary.
Person Specification
Knowledge and Understanding
Essential
- Be able to work autonomously and part of a team to deliver the service.
- To be able to effectively prioritise competing demands.
- Have a collaborative working style, sharing knowledge and understanding of the current issues within the team
Desirable
- Ability to contribute to policy/service development
Personal qualities
Essential
- Highly motivated with integrity, high standards, and emotional intelligence
- Flexible to the needs of the service and priorities
- Exceptional communication and interpersonal skills
Qualifications
Essential
- Good standard of General Education to NVQ Level 3 or equivalent experience
Skills and Behaviours
Essential
- A role model who actively portrays and promotes organisational values and desired organisational behaviours.
- Have highly developed interpersonal skills with the ability to build relationships.
- Achieves commitment and support using integrity and influence.
- Able to build relationships and work constructively and collaboratively with a range of colleagues including direct team members, senior managers and external contacts for the service.
- To demonstrate the ability to remain focused on service delivery whilst dealing with an unpredictable, diverse and challenging workload.
- Have the ability to travel to meet the requirements of the post
Experience
Essential
- Has experience of working within Primary Care and GP Practice settings
- Has excellent administrative, organisational and communication skills.
- Has a good standard of IT skills and proficiency in the MS office suite of products
Person Specification
Knowledge and Understanding
Essential
- Be able to work autonomously and part of a team to deliver the service.
- To be able to effectively prioritise competing demands.
- Have a collaborative working style, sharing knowledge and understanding of the current issues within the team
Desirable
- Ability to contribute to policy/service development
Personal qualities
Essential
- Highly motivated with integrity, high standards, and emotional intelligence
- Flexible to the needs of the service and priorities
- Exceptional communication and interpersonal skills
Qualifications
Essential
- Good standard of General Education to NVQ Level 3 or equivalent experience
Skills and Behaviours
Essential
- A role model who actively portrays and promotes organisational values and desired organisational behaviours.
- Have highly developed interpersonal skills with the ability to build relationships.
- Achieves commitment and support using integrity and influence.
- Able to build relationships and work constructively and collaboratively with a range of colleagues including direct team members, senior managers and external contacts for the service.
- To demonstrate the ability to remain focused on service delivery whilst dealing with an unpredictable, diverse and challenging workload.
- Have the ability to travel to meet the requirements of the post
Experience
Essential
- Has experience of working within Primary Care and GP Practice settings
- Has excellent administrative, organisational and communication skills.
- Has a good standard of IT skills and proficiency in the MS office suite of products
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.
