Reception Supervisor

**Job Title**:Reception Manager**

**Job Location**:Shakespeare Health Centre**

**Responsible to**:Practice Manager**

**Hours of work**:As agreed**

**Salary**: 24,375.00 p.a

**SUMMARY**

The Reception Supervisor will report to the Practice Manager and is responsible for the smooth daily running of the surgery. The Reception Supervisor will have line management responsibility for all administration staff and will liaise closely with the Practice Manager and Practice Lead GP to oversee clinical staffing requirements and issues. The Reception Supervisor will be part of the reception team rota, and must develop a strong sense of team spirit, commitment and enthusiasm through all staff.

The Reception Supervisor will also need to work closely with other external parties to continuously develop and improve the services we provide.

**KEY RESPONSIBILITIES**

Responsibilities will either be fulfilled personally or by effective delegation, and many will involve planning with the Practice Manager.

The Reception Supervisor will help the Practice Manager in the daily management of the practice, and will ensure staff rotas are adequate and well planned to meet the business need.

The Reception Supervisor will address issues as they arise to keep the service running smoothly. To achieve this, the post holder will manage and develop the administrative team and liaise with clinical team members throughout the day to enable clear communications and team working across the site. The post holder will be the primary contact to deal with patient complaints and will liaise with Practice Manager and other stakeholders to manage patient satisfaction.

The Reception Supervisor will also work closely with the Practice Manager to develop the financial performance of the practice.

**1.** **KEY PERFORMANCE INDICATORS**

The Reception Supervisor will analyse performance and follow protocols for each of the targets listed below. This will typically include liaison with the Practice Manager/GPs and other relevant internal and external staff

1.1 Quality and Outcomes Framework

1.2 Cervical Cytology

1.3 Childhood immunisations

1.4 Influenza and COVID vaccination campaigns and patient recalling

1.5 Smoking cessation

1.7 Access to services both face to face and electronic

1.8 Patient & Public Involvement

1.9 Patient satisfaction

1.10 Breast Screening

1.11 Enhanced Services

1.12 CQC Compliance

The post holder will ensure that read codes are correctly administered across records throughout the practice. The Reception Manager will work with the Business Manager / Practice Manager to develop appointment templates To manage clinicians sessions effectively.

To utilise clinical software to run pre made searches to target patients with outstanding clinical needs through an efficient recall system.

To be responsible for, and be proactive in ensuring the recall of patients is implemented by the admin team.

To explore ways of enhancing practice performance in key performance areas.

The Reception Manager will be required on occasion to set up new clinics as per needs of the practice.

**2. MANAGING STAFF**

**Management & Development**

To have agreed responsibility for all administrative staffing issues

To liaise with Business Manager/Practice Manager/ Clinical Staff, over staffing issues

To manage all administrative staff and ensure that they clearly understand what is expected of them. To monitor administrative staff, identify training needs and work with Practice Manager to address training gaps.

To ensure that each admin staff member has a job description that is kept updated

To provide help and support in recruitment and induction/training as advised by the Practice Manager

To facilitate an induction and training plan for all new staff

To manage and cover staff holidays, study leave, sickness, and absence

To work with the Practice Manager/Human Resources Manager to implement disciplinary procedures

To represent the practice at tribunals if necessary

To arrange regular huddle meetings with staff to effectively delegate tasks

To be able to step in and cover reception and front desk when required

**Team Management**

To facilitate good communication between all members of the team

To promote teambuilding, teamwork and co-operation to engender motivation and commitment to meeting practice objectives.

To ensure that the team is aware of practice goals/objectives and understand their role in achieving them

**Recruitment and Training**

Providing support and assistance in recruitment and training where needed as advised by the Practice Manager

1- Conducting huddle meetings with staff on daily basis to set priority of the daily workflows

Plan ahead your day and give clear instructions to the team of what and how to achieve for a particular day. e.g. task allocation and monitoring as per staff skillset. Use admin room notice board to write important tasks for both AM and PM staff.

2- Analyse training needs and fulfil th