We are looking to recruit an experienced and dynamic reception supervisor to lead our team. The ideal candidate will enjoy supporting others and want to make a difference in primary care. This role requires a hands‑on approach to managing daily operations, support the reception team in the day to day running of reception and is integral to our approach to patient care, both face-to‑face, virtually and on the telephone.
Ideally you will have at least 2 years current/recent experience as a medical receptionist role and current or recent experience of a supervisory role.
f you are driven, enthusiastic, and love being part of a friendly and supportive team then this could be for you.
Responsibilities
* Hold responsibility for the day-to-day supervision of reception and associated functions.
* support reception staff and ensure the smooth running of the reception team
* take part in the training and development of reception staff
* Ensure delivery of high quality of care to patients
* To provide a focal point of communication between patients, doctors, and other medical staff
* To act as a role model, demonstrating and promoting the standards expected by the practiceand creating the energy and enthusiasm for the service.
* To liaise with and assist with the wider Management team to ensure the smooth running ofthe surgery.
* Co-ordinate staff to ensure all tasks are completed on a daily basis to include, but not limitedto, appointment management, visits, issuing of scripts, scanning, workflow, new registrations,deductions, emails
* Act as a role model to reception staff, supporting, motivating and promoting good staffrelations.
* Submit all holiday requests to the Operations Manager and approve accordingly
* Ensure all Practice Protocols and Standard Operating Procedures are understood andadhered to.
* Ensure all staff are aware of the disciplinary and grievance procedure and have anunderstanding of health & safety.
* In conjunction with the Deputy Practice Manager complete annual appraisals and helpsupport reception staff in achieving their development plans.
* Monitor staff attendance, sickness absence, annual leave and daily rotas
* Assist with the appropriate recruitment and selection procedure for reception staff.
* Provide induction training of all new staff to agreed standards and ongoing review
* Undertake, in association with the Deputy Practice Manager, reception probation reviews.
* Assist with and minimise potential problems that may lead to complaints.
* Deal with complaints directly related to the reception team, duties, appointments andprescriptions.
* Oversee the alteration/cancellation of clinics and make alternative arrangements in anemergency.
* Oversee e-learning and training of all reception staff and manage PLT sessions
* Coordinate and facilitate staff meetings.
* Report IT issues to Healthcare as and when required.
* Work on appropriate ad-hoc projects as and when required
* Ensure communication systems are running smoothly, doctors and reception staff are keptfully informed of changes in procedures.
* Ensure TV monitor messages are kept up to date and display new messages when required.
* Appointment system Supervise the correct use of the computerised appointment system
* Assist with creating new clinics on S1 alongside the Operations Manager.
* Ensure that staff trays are marked when a doctor is on leave so that any correspondence isnot left while the GP is off
* Ensure correct procedures are followed when the practiceisinformed of a patient death.
* Ensure samples are collected daily in a timely fashion.
* Provide hands on support to all reception staff and carry out any of the duties of a BirchwoodReceptionist as detailed below
* Reception Desk, greeting of patients, dealing with their enquiries in a courteous andpolite manner. Giving out previously prepared repeat prescriptions, makingappointments and booking patients in for surgeries and clinics.
* Telephone Duties: answering the telephone within a reasonable time, dealing withrequests and enquiries courteously and politely. Contacting hospitals, HealthAuthorities and various other agencies for results, appointments, booking, referralsand patient information.
* Making appointments: offering and arranging the appointments for doctors, nurses andPCN staff.
Qualifications
* Good standard of general education
* European Computer Driving Licence (ECDL) or similar desirable
* Have a valid and current driving licence
Experience
* Experience in a supervisory role
* Experience of working in the NHS (advantageous)
* Excellent Customer Service and IT Skills
* Team player as well as working independently
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.
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