Frontline Supervisor

The Methodist Church in Britain; London Borough of Croydon; Sur place; GBP 17 000 - 22 000; Temps partiel

Avantages offerts par ce poste

Competitive package

Support for development

Extra day’s leave for birthdays

Regular social events

Quality improvement projects

Staff well-being initiatives

Résumé du poste

Parchmore Medical Centre in Croydon is recruiting one of two Frontline Supervisors on 25 hours a week. The post oversees the reception and front-of-house team, covering appointment systems, patient flow, urgent requests, prescriptions and staff rotas.

The role requires previous supervisory experience and a customer-service or reception background, with shifts between 7:45 and 18:30 on weekdays. Training and development opportunities are available.

Qualifications

• Experience in reception or administration essential.
• Previous supervisory experience.
• Customer service experience with members of the public.

Responsabilités

• Supervise greeting of clients and visitors to high standards.
• Manage appointment systems and monitor patient flow.
• Organise room allocations and coordinate clinician availability.
• Lead and support the reception team, including rotas and performance management.
• Assist with recruitment, induction and training of frontline staff.
• Ensure prescriptions are processed accurately under policy.
• Handle urgent care requests and complaints per procedure.
• Review plans and monitor appointment screens for adequate cover.

Connaissances

Reception experience

Supervisory experience

Customer service

IT literate

Formation

GCSE English & Maths

Outils

Microsoft Office

IT systems

Description du poste

Parchmore Medical Centre, a GP training practice, is recruiting one of two Frontline Supervisors on 25 hours a week. The post oversees the reception and front-of-house team, covering appointment systems, patient flow, urgent requests, prescriptions and staff rotas. The two supervisors share the practice's opening hours and cover each other's leave, with shifts between 7:45 and 18:30 on weekdays. Previous supervisory experience and a customer-service or reception background are essential.

What the job involves

• Supervise the professional greeting of clients and visitors to the highest standards
• Manage appointment systems, including enquiries by phone and in person, and monitor patient flow into consulting and treatment rooms
• Organise room allocations and co-ordinate clinician availability with the Service Lead and Lead Nurse
• Lead, monitor, motivate and support the reception team, including rotas, appraisals and performance management
• Assist with recruitment, induction and training of frontline patient coordinators
• Ensure prescription requests are processed accurately, efficiently and promptly under practice policy
• Ensure patients without appointments who need urgent consultation are seen under the Urgent Care protocol
• Deal with home visit and urgent appointment requests, and support and handle complaints under practice procedure
• Review operational plans and monitor appointment screens to ensure adequate cover and efficient bookings
• Oversee PCN Advanced Access Hub requirements for rooms and frontline staff
• Run regular patient satisfaction surveys, report results and incorporate patient feedback into practice standards
• Greet locums and provide induction, and deal with first-line IT problems for the frontline team

Qualifications

• O level, GCSE or CSE English and Maths, or equivalent
• Numerate and IT literate, including Microsoft Office
• Demonstrable commitment to professional development

Experience

• Proven reception or administration experience
• Previous supervisory experience
• Dealing with external organisations at management level
• Customer service experience with members of the public
• Experience of Microsoft Office software

Skills & knowledge

• Ability to learn new software and be familiar with email and the internet
• Strict confidentiality
• Working autonomously, using own initiative and setting own priorities
• Sound judgement, resourcefulness and common sense
• Calm under pressure in a changing environment
• Flexible and adaptable, including with working hours

Other

• Working as part of an integrated multi-skilled team
• Pleasant and articulate

Nice to have

• Recognised IT qualification, such as ECDL, or intermediate Word and Excel skills
• Previous work experience at a GP practice
• Experience of clinical systems
• Rota management experience
• Knowledge of appointment systems
• Knowledge of QoF

What’s offered

• Competitive package
• Support for development
• Extra day's leave for birthdays
• Regular social events, such as quiz evenings, BBQs and a Christmas party
• Opportunities to get involved in quality improvement projects
• Staff well-being initiatives