Experienced Medical Reception Supervisor

5 months ago

Bournemouth, United Kingdom Talbot Medical Centre Full time

**JOB DESCRIPTION JOB TITLE**: MedicalReception Supervisor REPORTS TO: Operations Manager/Deputy Practice Manager HOURS: 30 hours per week Monday 1.30pm 6.30pm Tuesday 1.30pm 6.30pm Wednesday 8am 6.30pm Friday 8am 6.30pm This person must be capable of performing accurately any function requested of them within the scope of this post, to assist the practice to run efficiently. AIM To supervise the reception team and ensure that a professional, reliable, welcoming, and friendly service is provided to the patients. Ensure that any queries from doctors, other staff, attached staff, patients, and other agencies, are managed effectively. Undertake reception duties appropriate to the nature of the post in a pleasant and efficient manner.

**AREAS OF RESPONSIBILITY**: Patient Duties Act as the first point of contact for patient complaints; ensure patient is fully aware of his/her rights regarding the complaints process and their right to appeal/escalate any decision. Help patients to manage their needs, answering their queries and supporting them to make appointments. Support the Reception team provide coordination and navigation for individuals and their carers across health and care services, working closely with social prescribing link workers, health and wellbeing coaches and other primary care roles. Act as Carers lead, proactively identifying carers and work with them to support their personalised care requirements, ensuring they can access appropriate services.

Ensure new carers are recorded on S1 and are provided with support information. Attend carers meetings as required Be aware of all external services and ensuring that staff are signposting patients correctly Management Duties Proactively supervise the reception team to ensure professional standards are maintained Support management of the reception rota to ensure that cover is provided for normal operations and for holiday, sickness and other absence as required Taking initial involvement in resolving team queries and low-level disputes, escalate to management as required Point of contact for the GP Partners and Management team for all Reception issues. Being a voice for the reception team and cascading information between Management & Staff Taking initial responsibility for trouble shooting at all sites Managing team lunch times and workstation rotation Support the RS Prescription Lead in ensuring that prescriptions are efficiently managed in accordance with Practice policies and procedures Ensure building security - have thorough knowledge of doors, windows, alarm, and security procedures. When on duty, open and close the premises as required following the security procedures Ensure Reception have written protocols to assist them to carry out their duties Supporting the Reception team in their duties where required and being able to carry out any receptionist duty (see Reception job description).

In agreement with the management team, support and/or take responsibility for the following o Training Plan and implement training of new team members Ensure upskilling of team and CPD Identify PLT training needs Carry out regular quality reviews of team phone calls Coordinate and manage reception team meetings (agenda, minutes, planned CPD) o Administration Support rota management Support management team with regular rota reviews Support management of annual leave requests o Triage Support Support reception and clinical teams Manage appointment availability Ensure consistent signposting to appropriate services Additional Duties Undertake fire warden duties on a rota basis or when necessary. As requested, and where within the scope and capability of the post holder, to cover absenteeism and assist with general day-to-day duties across the practice as appropriate and when required. Any other tasks allocated by Partners/Managers that fall within the scope of Practice requirements and employee's expected skill level To comply with all policies and procedures within the Staff Handbook Cover Sickness/ absence Leave for team members on a give and take basis To comply with all Practice/legal requirements pertaining to patients, staff, and the Practice e.g. Data Protection Regulations (applicable to all staff, visitors, patients, contractors etc) Caldicott Requirements (Patient Confidentiality) Health & Safety at Work Ensure knowledge, whereabouts and adherence to relevant Practice Policies, Protocols, and staff handbook The post holder is reasonably expected to attend meetings outside of normal working hours, providing a minimum of four weeks notice is given.

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