Reception Team Supervisor

Horsefair Practice Group; Rugeley; On-site; GBP 25,000 - 30,000; Full time

Job summary

A local medical practice in Rugeley is seeking a Reception Supervisor to manage the Reception Team and ensure efficient operations. This role involves greeting patients, managing appointments, and supporting clinical staff. The ideal candidate should possess strong communication skills and experience in general practice, including familiarity with EMIS Web. A flexible approach and leadership capabilities are essential. This position offers an opportunity to work in a dynamic healthcare environment.

Qualifications

• Experience of working in General Practice.
• Experience of working with EMIS Web.
• Having held a similar position in a patient/client facing situation.

Responsibilities

• Manage the Reception Department and Reception Team.
• Provide support for clinicians and daily operations.
• Responsible for patient appointment diary and appointment system.

Skills

Team leadership

Communication skills

Flexibility

Empathy

Problem-solving

Tools

EMIS Web

Docman

Job description

Supervising and providing support to our friendly Reception Team. Working with the other reception supervisors as a team you will be expected to manage the Reception Department, thereby assisting with the smooth running of the Practice. To lead the Reception Team by example, ensuring an efficient and professional manner is maintained at all times. To provide a focal point of communication between patients, doctors and other medical staff.

To provide the first pointof contact to patients and other visitors to the Practice, to enable access to appropriateservices in a professional and courteous manner.

To undertake administrative dutiesas necessary and to enter relevant data onto the computer system. To provide support for clinicians to enablethe effective day to day running of the practice.

Main duties of the job

To ensure that patients and visitors are greetedprofessionally and courteously and directed to the appropriate services.

To be responsible for the patient appointment diary and appointmentsystem by making, changing, and cancelling appointments as requested.

To answer telephone enquiries promptly and professionally

To act as chaperone within a clinical consultation whenrequested

Manging reception rotas and annual leave requests

Ensure a smooth shift by delegating roles to the Reception Team and being point of contact and support for them

To participate and lead training sessions for the receptionists

To carry out appraisals and reviews with the receptionists

To be responsible for liaising with other agencies such asthe ambulance service, hospital clinics, other practices and communityservices.

To be responsible for the set up of clinicians rooms readyfor use.

To be responsible for generating repeat prescriptions.

To be responsible for the management of patient notes in linewith practice procedures.

About us

The Horsefair Practice Group is a teaching / training group of practices of over 22500 patients and deliver high quality care to our patients.

The Horsefair Practice is based at 3 branch surgeries: Sandy Lane Health Centre; Armitage Surgery and Hillsprings Surgery.

The role being advertised is that of Reception Supervisor for Hillsprings Surgery.

If you are interested in working in a fast paced, often challenging but rewarding environment, leading a strong, friendly team, we welcome your application.

Job responsibilities

The Horsefair PracticeGroup - Sandy Lane Surgery

Job Description

Post Title

Base

Reports to

PracticeManager

Accountableto

Practice Manager

Responsiblefor

Supervisionof Reception Services

Job Summary

To haveresponsibility for the smooth running of the Reception Area.

To prioritisethe workload of reception staff in order to meet requirements the business.

To undertakeany training or development necessary to fulfil the requirements of the role.

Staff may beasked to work flexibly in terms of the jobs that they do, and the hours theywork.

MainResponsibilities

• Responsible for allocation of duties for receptionstaff on a daily basis. To cover appointments, prescriptions, frontdesk, results, as and when required. To ensure cover staff cover isavailable at all times.
• Undertake the training of staff in all areas ofReception duties, and implementing change to procedures, where required.
• Ensuring the work area/reception/GP/nurse rooms areclean and tidy at all times, and reporting problems to the relevantpersonnel.
• To conduct Appraisal of all reception staff to agreedstandards, including the agreement of a Training Needs Analysis whereappropriate
• Continually assess and evaluate systems recommendingchanges and improvements to the Management Assistant / PracticeManager, as appropriate.Completion of Reception Significant Event investigations/reports.
• Ensuring Patient Tasks / Docman Workflow Tasks aredealt with on a daily basis.
• Dealing with the chemist and nursing home requestsvia telephone / Front Desk.
• Deal with more complex enquiries/complaints frompatients, and try to resolve in the first instance.
• Undertake the responsibility for the distribution ofall post into the practice, and ensuring post for internal transfer iscollected in accordance with the locally agreed procedure. To ensure all private and confidentialpost is only opened by the designated staff in line with the CaldicottGuardians guidelines.
• Ensuring that all confidential waste is dealt withon a daily basis.
• To ensure compliance with health and safetyregulations and report any health and safety issues to the attention ofthe Management Assistant / Practice Manager.
• Maintaining strict confidentiality regardinginformation concerning patients, staff and practice business. Any problems should be reported to theManagement Assistant / Practice Manager
• To provide effective communication with allpatients / staff, ensuring appropriate feedback and outcomes. Ensuring the highest standards ofprofessionalism at all times.
• To notify the Management Assistant / PracticeManager of any absenteeism.
• Registration of patients, in accordance with thelocal policy, and ensuring completion of medical records.
• Maintain practice morbidity register in line withprotocols (deaths).
• Complete templates for computer input, as directed.
• Ensuring building is secure at all times, complyingwith the practice policies.
• Deal with IT problems and report to the relevantinternal/external personnel.
• Ensure accurate coding of data and advise juniorstaff appropriately.
• Ensuring that Staff rotas are processed inaccordance with practice policy, and any cover issues raised with the ManagementAssistant / Practice Manager.
• To be able to triage calls: signposting patients torelevant services or arranging appointments in surgery with the relevantclinician as appropriate.
• To have a sound and up-to-date knowledge of LocalCare Pathways and local services, including the voluntary sector.
• To respond appropriately in emergency situations.
• To understand the common needs and safeguardingissues of vulnerable patient groups including children, elderlyhousebound and those with long-term conditions.
• Investigating any incidents, which may or may notlead to disciplinary action of team members
• Recruitment, for example participating in interviewprocesses
• Enabling Change Management
• Responsible for the smooth running of the telephonysystem which would include diversions on training days and for out ofhours cover.
• Understanding of QOF targets so actions areperformed in keeping with these targets, which will include datacollection
• To implement agreements and policies concerning datasharing and client/ patient consent.
• Chaperoning as and when required
• Other duties as appropriate to the job role.

Computer/IT

Toutilise medical software systems to enable the effective handling of patientsand practice information and information supplied by other agencies.

Toinput data accurately onto patient records and software systems.

Registrationof new patients and removal of deceased patients in accordance with currentpractice Policy

Understandingof QOF targets so actions are performed in keeping with these targets, whichwill include data collection and advising patients when reviews are overdue

Other Duties

Theinformation supplied above is intended to summarise the key responsibilitiesand duties of the role. The postholder may be required from time to time to carry out other reasonablerequests and duties as required, consistent with the responsibilities of thegrade.

Job Design and Review

This jobdescription may be subject to change in the future. Any proposed changes will normally bediscussed fully with the post holder and confirm via the issue of an updatedjob description.

Confidentiality and Data Protection

All staff whohave access to personal data in relation to patients or staff will be awareof their responsibilities under the Data Protection Act 1998 and will abideby the eight principles of the Act.Any breach of the Act could result in disciplinary action being takenand criminal charges being brought against the individual who has breachedthe Act.

Health and Safety

Individual employeesof HFPG and other employees contracted to work on the HFPG premises have anequal responsibility, along with managers and supervisors, for maintainingsafe working practices for the health and safety of themselves and otherpersons who may be affected by their acts or omissions at work.

All employeesmust adhere to their duties under the Health and Safety at Work Act 1974 andother associated safety legislation, including all new Health & SafetyRegulations. In addition employees mustcomply with all the HFPG policies relating to Health & Safety and RiskManagement to secure a safe workplace and will draw managements attention toany deficiencies and/or hazards, which might prove detrimental to themselvesor others.

There is ageneral responsibility for employees to act sensibly and reasonably, andmandatory health and safety training sessions.

Clinical Governance

All employeesare required to actively contribute towards the organisations clinicalgovernance systems, taking responsibility as appropriate for qualitystandards and work towards the continuous improvement in clinical and servicequality.

Policies and Procedures

All staffwith familiarise themselves with HFPG policies, procedures and protocolsrelating to their service and work within the guidelines at all times.

Diversity

All staffthrough personal example, open commitment and clear action, should ensurethat diversity is positively valued, resulting in equal access and treatmentin employment, service delivery and external communications. To be familiar with, actively promote andwork within, the spirit of the HFPG Equal Opportunities policies at alltimes.

Personal/ProfessionalDevelopment

All staffwill participate in any training programme implemented by the HFPG as part ofthis employment, such training to include:

Participationin an annual individual performance review, including taking responsibilityfor maintaining a record of own personal and/or professional development

Takingresponsibility for own development, learning and performance anddemonstrating skills and activities to others who are undertaking similarwork.

Quality

All employeeswill strive to maintain quality within the practices, and will:

Alert otherteam members to issues of quality and risk

Assess ownperformance and take accountability for own actions, either directly or undersupervision

Contribute tothe effectiveness of the team by reflecting on own and team activities andmaking suggestions on ways to improve and enhance the teams performance

Workeffectively with individuals in other agencies to meet patients needs

Effectivelymanage own time, workload and resources.

Communication

All staff should recognise the importance ofeffective communication within the team and will strive to:

Communicateeffectively with other team members

Communicateeffectively with patients and carers

Recognisepeoples needs for alternative methods of communication and respondaccordingly.

Contributionto the Implementation of Services

Apply HFPGpolicies, standards and guidance

Discuss withother members of the team how the policies, standards and guidelines willaffect own work

Participatein audit where appropriate.

Person Specification

Qualifications

• Experience of working in General Practice.
• Experience of working with EMIS Web.
• A team player.
• Flexible.
• Empathetic .
• Consistent and can apply a common sense approach.
• Having held a similar position in a patient / client facing situation.

Experience

• Experience of working in General practice.
• Experience of using EMIS Web and Docman.
• Ability to show flexible working practices.
• Ability to cover absences at short notice.
• Able to work shifts between 0745-1830.
• Previous experience in managing and supporting a team would be desirable, although not essential.
• Experience in managing a rota and annual leave requests would be desirable.
• Ability to deal with patients who may wish to make a complaint.
• Ability to deal with challenging situations.

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.