Reception Supervisor

NHS Jobs; Corby; Sur place; GBP 24 000 - 32 000; Plein temps

Résumé du poste

NHS Jobs is seeking a Reception Supervisor to oversee day-to-day reception operations and lead the team in Corby.

You will supervise staff, drive induction and training, manage rotas, monitor performance and ensure a positive, professional environment while safeguarding patient access and data privacy.

In this working supervisor role you will also perform reception duties during busy periods and absences, maintaining service levels and delivering a high standard of patient care.

Responsabilités

• Provide day-to-day supervision and support to reception staff.
• Act as a first point of contact for reception team queries.
• Support the induction, training and development of new reception staff.
• Assist in monitoring staff performance and identifying training needs.
• Promote a positive, professional and supportive working environment.
• Support management in monitoring attendance and staffing levels.
• Oversee the smooth day-to-day running of reception services.
• Monitor reception workflows and ensure tasks are completed within agreed timescales.
• Assist with the allocation of reception duties and daily workload management.
• Ensure adequate reception cover is maintained throughout the working day.
• Creating and managing daily job rotas for reception team
• Support the management of reception shift rotas where required.
• Lead by example by undertaking reception duties as part of the role.
• Operations: Provide operational cover during periods of staff absence, annual leave or unexpected increases in demand.
• Assist with front-line reception activities, telephone enquiries, appointment booking and patient navigation when necessary to maintain service delivery.
• Support the reception team during busy periods and help ensure patient services continue to operate effectively.
• The Reception Supervisor will be a working supervisor role, providing day-to-day leadership and support to the reception team whilst also undertaking reception duties and helping to maintain service levels during periods of staff absence, annual leave and increased operational demand.

Description du poste

Main Duties and Responsibilities

Team Supervision

Provide day-to-day supervision and support to reception staff. Act as a first point of contact for reception team queries. Support the induction, training and development of new reception staff. Assist in monitoring staff performance and identifying training needs. Promote a positive, professional and supportive working environment. Support management in monitoring attendance and staffing levels.

Reception Operations

Oversee the smooth day-to-day running of reception services. Monitor reception workflows and ensure tasks are completed within agreed timescales. Assist with the allocation of reception duties and daily workload management. Ensure adequate reception cover is maintained throughout the working day. Creating and managing daily job rotas for reception team Support the management of reception shift rotas where required. Lead by example by undertaking reception duties as part of the role. Operations: Provide operational cover during periods of staff absence, annual leave or unexpected increases in demand. Assist with front-line reception activities, telephone enquiries, appointment booking and patient navigation when necessary to maintain service delivery. Support the reception team during busy periods and help ensure patient services continue to operate effectively. The Reception Supervisor will be a working supervisor role, providing day-to-day leadership and support to the reception team whilst also undertaking reception duties and helping to maintain service levels during periods of staff absence, annual leave and increased operational demand.

Patient Services

Promote high standards of customer service and patient care. Support patients with appointments, enquiries and access to services. Deal with complex patient queries and concerns that cannot be resolved by reception staff. Manage first-line complaints relating to reception and patient services, escalating where appropriate. Ensure patients are treated with dignity, respect and confidentiality at all times.

Appointment and Telephone Systems

Monitor appointment availability and elevate concerns to the Practice Management Team. Support the effective use of telephone and digital patient access systems. Assist staff in managing appointment demand and patient navigation. Help ensure clinicians' appointment books are utilised efficiently.

Quality and Compliance

Ensure reception procedures are followed consistently. Support implementation of practice policies and operational changes. Assist with audits and service improvement initiatives where appropriate. Maintain awareness of NHS, safeguarding and information governance requirements. Promote compliance with GDPR, confidentiality and data security standards.

Service Performance and Patient Access

Attend management meetings and contribute to discussions regarding practice operations and patient access. Provide regular updates on the performance of reception and patient services functions. Monitor appointment demand, capacity and utilisation, identifying trends and escalating concerns where appropriate. Collate and share basic activity data relating to appointment requests, patient contacts and access challenges. Highlight areas where patient demand exceeds available capacity and support the development of practical solutions. Monitor the effectiveness of patient navigation and triage processes and provide feedback to the Practice Management Team. Contribute ideas and recommendations to improve patient access, service delivery and operational efficiency.

Communication

Facilitate effective communication between reception staff, clinicians and management. Cascade information and updates to the reception team. Attend and contribute to team meetings. Assist in resolving operational issues promptly and professionally.

Information Technology

Demonstrate effective use of SystmOne, Microsoft Office and other practice systems. Support colleagues in the use of practice systems and processes. Escalate IT issues through appropriate channels.

General

Undertake any reasonable duties commensurate with the role. Participate in mandatory training and annual appraisal. Maintain professional standards at all times