Reception Supervisor

Job Summary:
They will work collaboratively with the general practice team: GP partners, Practice Nurses, Practice Manager and Assistant Practice Manager to meet the needs of the patients, ensuring that practice policies and procedures are followed and ensuring compliance with CQC Essential Standards of Care.

**Main Duties and Responsibilities**

**Staff Management**
- Oversee the Medical Administrators Team in line with practice HR policies, protocols and service standards.
- Supervising and supporting the team, ensuring that they are trained, motivated, and working effectively.
- Manage and record holiday absences for all admin staff and organise appropriate holiday cover for staff.
- Authorise and arrange staff overtime to meet gaps in staff rotas and agreed increases in activity/workload.
- Organise and deliver training identified from staff competencies spreadsheet
- To oversee the accuracy of records for staff holiday, overtime, sickness and other leave and update on the HR platform.
- To support Assistant Practice Manager in recruitment process and co-ordinate the induction and training of reception staff.

**Medical Administrators Team**
- Co-ordinate admin duties and weekly staff rotas to ensure the provision of a safe, effective service.
- To ensure that existing administrative systems are functioning efficiently and monitor these systems and make suggestions for improvement.
- To provide support and guidance to the admin team, other practice staff and visitors on patient service issues.
- Oversee that all admin workflows are kept up to date and processed correctly and in a timely manner.
- Ensure that the registration processes for new patients (including the provision of appropriate information to patients) are followed and to review and make suggestions for changes to this system.
- Liaise with external services for room booking within the surgery, organise courier deliveries and co-ordinate trades/work services for site maintenance work.
- Co-ordinate incoming and outgoing post ensuring accurate receipt recording and timely delivery.

**Patient Services**
- To adopt a strategic approach to the development and management of patient services
- To disseminate information to the whole practice team in relation to patient services including appointment availability and any agreed system changes.
- Ensure patient satisfaction is maintained at every opportunity and to provide opportunities for regular feedback including the implementation of patient surveys. Ensure staff are trained to deliver excellent customer service and this is managed with regular training and monitoring.
- To diffuse informal patient complaints received direct from the patient, ensuring that Practice Management team are briefed.
- To cascade upwards, without delay, any unresolved informal complaints or compliant which require formal documentation and carry out any request for investigation in a timely manner.
- To ensure that the notice boards in the waiting areas are kept up to date and that a regular rotation of appropriate displays takes place during the year.
- Lead on patient online services
- Management of patient text messaging service, e.g. reminders & DNAs.

**ICT**
- Lead on ICT for admin and clinical rooms, ensuring issues with telephones, PC’s and printers, are raised with the appropriate support team and followed up, or escalated if required.

**Health & Safety**
- The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice Health & Safety Policy, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures. This will include:

- Fulfil the role of Fire Marshall including responsibility for carrying out monthly planned fire alarm testing and ad-hoc unplanned fire drills.
- Ensure that safe working practices are followed in respect of COSHH and other Risk Assessment control measures. Follow Health & Safety policies and guidelines, reporting incidents using appropriate reporting systems.
- Monitor work areas and practices to ensure they are safe and free from hazards and carry out periodic inspections to ensure buildings are safe and well maintained, providing a written report and liaise with Practice Management team to resolve problems.
- To Liaise with various companies and resolve minor problems EG: Alarms, Automatic Doors.

**Confidentiality**
- While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
- In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisa