We are a busy, friendly GP practice looking for an experienced and motivated Reception Supervisor to support the day-to-day running of our reception team, ensuring all reception duties are performed effectively and to the required standard.
This is a key role in helping us provide safe, efficient access for patients while supporting the wider practice team. It will require a hands-on approach to managing daily operations and is integral to our approach to patient care, both face-to-face, virtually and on the telephone.
If you are driven, enthusiastic, and love being part of a friendly and supportive team then this could be for you.
This role is for 30 - 35 hours per week, worked as Monday - Friday, with a start time ideally of 8am and exact daily working times to be confirmed.
Main duties of the job
You will work closely with the Management Team and GP Partners to:
* Supervise and support the Reception Team on a day-to-day basis
* Ensure reception is appropriately staffed and rotas are planned to meet demand
* Support implementation of practice policies and procedures, including signposting to appropriate services
* Help manage patient queries and feedback in a professional and timely manner
* Provide training, coaching and ongoing support to reception staff, acting as a role model demonstrating and promoting the standards expected by the practice
* Monitor workload, identify pressures and escort issues to the Practice Manager
* Contribute to continuous improvement of systems and processes to support safe working and high-quality patient experience
* Liaise with and assist the Management Team to ensure the smooth running of the surgery
About us
You will be joining an amazing practice team who are friendly and very supportive towards each other, and who pride themselves on their professional and caring approach to supporting the 10,000 patients under their care and the local community.
Our clinical team is made up of three GP Partners, three Salaried GPs, two Retainer GPs, four Practice Nurses and four Healthcare Assistants. We are also a training practice and host GP Trainees. We have a full administrative support team with our Management Team, Admin Team and Reception Team.
We are part of Romsey, North Baddesley & Eastleigh PCN and benefit from additional services including Pharmacists, MSK specialists, Social Prescribers, and Health & Wellbeing Coaches.
Job responsibilities
Job Summary:
Tobe responsible for the leadership and supervision of a team of receptionists,ensuring all reception duties are performed effectively and to the requiredstandard, in line with practice HR policies, protocols and service standards.
Tobe responsible for undertaking a wide range of reception duties and theprovision of general support and guidance to the Reception Team and widerpractice team, acting as a role model to reception staff, supporting,motivating and promoting good staff relations.
Tosupport the Management Team in promoting ED&I, quality and continuousimprovement, confidentiality, collaborative working, service delivery, learningand development and carry out other duties as directed by the management team.
Inaddition, the post-holder will support the wider practice team, providingadministrative support as required, in line with the needs of the organisation.Duties can include, but are not limited to, supporting with patientregistration, booking appointments, processing of information (electronic andhard copy) in a timely manner and in accordance with current policies.
Thepost-holder will be an integral part of the general practice team.
JobResponsibilities:
Lead and supervise the Reception Team to ensure all tasks are completed,to the expected standards, on a daily basis, including but not limited to:appointment management, prescription workflow, new registrations, emails
* Organise the Reception rota, ensuring safe levels of cover across theworking week and having a good daily awareness of staff attendance and changes, withsupport from the Management Team if required
* Manage annual leave requests within the Reception Team
* Manage unplanned team absences within the Reception Team
* Perform Return to Work discussions after periods of sickness absence,with support from the Management Team
* Leadregular Reception Team meetings, producing agendas and minutes
* Assist in the recruitment, induction and training of reception staff
* Perform regular catch ups with new staff during their probation period,with support from the Management Team if needed
* Support staff training and the implementation of practice policies andprotocols
* Assist in annual appraisal of the Reception Team
* Provide ongoing training and support to existing Reception staff,identifying training needs as they arise
* Review, update and maintain the Reception Handbook
* Attend weekly Practice meetings as appropriate
* Oversee the alteration/cancellation of clinics and make alternativearrangements in an emergency
* Ensureaccuracy of appointment bookings and bringing to the attention of the PracticeManager any excess pressure on bookings
* Ensure thewaiting room is in a pleasant, tidy state
* Manageinformal patient complaints received direct from the patient, escalating to thePatient Liaison Officer where needed
* Support in the management of repeat prescriptions, ensuring they areprocessed accurately and efficiently
* Review andupdate all reception policies and procedures as required
* Act as a chaperone as required
* Report IT issues to Trusted Technology Partnership as and when required
* Work on appropriate ad-hoc projects as and when required
* Takeresponsibility for own development and training needs, including inductionprogramme and participation in practice training events and appraisal processes
* Ensuringthat practice policies and procedures are followed and ensuring compliance withCQC Essential Standards of Care.
* Ensure alldeliveries to the practice are handled appropriately, ensuring adherence to thecold chain policy as necessary
* Beinstrumental in ensuring that both Enhanced Service and QOF achievements havebeen maximised
* Championcontinuous improvement, encouraging staff to participate and make suggestions
* Attend anyexternal meetings pertinent to this role
Dutiesmay be varied from time to time under the direction of the Practice Manager,dependent on current and evolving Practice workload and staffing levels.
Person Specification
Experience
* - Previous experience working in a GP practice or similar healthcare reception/administration environment
* - Experience supervising or leading a team
* - Excellent communication and interpersonal skills, with a calm and professional manner
* - Strong organisational skills and ability to prioritise in a busy environment
* - Ability to handle sensitive information confidentially and in line with data protection requirements
* - A proactive, problem-solving approach and willingness to support colleagues
* - Experience with EMIS
* - Knowledge of NHS General Practice processes, including appointment systems and repeat prescribing workflows
* - Experience dealing with complaints and patient feedback
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.
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