Reception Supervisor

**Receptionist Supervisor**

Brereton Surgery is looking for an organised, resilient, dedicated, flexible and highly motivated individual to lead and support our friendly and hard-working reception team of 4.

The vacancy is for a permanent post of 25 hours per week. You will be required to work Monday to Friday between 8.00am - 6.30pm on a rota basis. You must be flexible to cover annual leave and sickness at short notice.

As Reception Supervisor, you will be responsible for the day-to-day coordination and supervision of the reception ensuring that reception duties are performed effectively to ensure a high standard of service to the practice population.

As well as leading the reception team, you will work closely with the clinical and management staff to ensure the smooth running of the practice. You will also be involved in the development and implementation of systems and processes to continuously improve on service delivery.

**Overview of your organisation**

We strive on providing excellent care to our patients and are a highly productive practice, always looking to provide excellent care and introduce new services to our patients. We have a current list size of circa 5,400 patients and pride ourselves in being a well-established, high QOF achieving practice with a Good CQC rating.

We are a training practice with a small team that consists of GPs, Advanced Nurse Practitioner, Practice Pharmacist, Practice Nurse, Healthcare Assistant, GP Assistant, Practice Manager, Office Manager, Senior Administrator, Medical Secretary and 4 Receptionists. We work in collaboration with our neighbouring practices within our PCN; currently working alongside a Practice Pharmacist, Pharmacist Technicians, a Physicians Associate, Social Prescriber, First Contact Physiotherapist, Mental Health Practitioner, Support Time Recovery Worker, and Paramedics.

**JOB DESCRIPTION**:
**Role Definition**

To Act as Reception Supervisor and support the practice to achieve a high standard of service to the practice population.

To ensure the smooth day to day running of the Reception area, ensuring Reception duties are completed efficiently and adhere to the guidelines that are laid down by partners and management.

To ensure that patients are received, assisted and directed appropriately in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Provide support and training to all members of the reception team and assist in staff induction.

To support the Office Manager in all matters relating to the running of the reception area.

To work without supervision and use initiative in execution of duties.

The work is of a highly confidential nature and no information, either medical or personal, should be disclosed outside of practice personnel.

**Key Result Areas**

**Reception Duties**

Undertake the rota of reception duties as attached:

- Greeting and directing patients and visitors to the surgery in a pleasant and helpful manner
- Assessing and providing the patient with a clear and concise care navigation pathway to ensure they are seen by the correct healthcare professional whilst working with the tools available to the practice
- Register new patients and process paperwork accordingly
- Dealing with requests for appointments
- Accepting and handing out prescriptions, letters, forms and specimen bottles, etc.
- Generate online test requests
- Receiving and processing visit requests
- Explain practice procedures and arrangements to new patients and those seeking temporary cover, ensuring any procedures are completed
- Advise patients of relevant charges for non-NHS services, accept payment and issue receipts
- Respond appropriately to queries and requests from patients and visitors
- Ensure actions requested by Clinicians are undertaken in a timely and accurate manner
- Process all acute/repeat prescription requests in accordance with practice guidelines
- Process and update patients’ contact details as required
- Ensure mail is posted daily
- Ensure that the post and specimens are ready for collection for the courier on a daily basis
- Inform the relevant personnel when stock is running low
- Where necessary, clear information should be left for incoming colleagues regarding unresolved or urgent problems
- Register patients for online services and deal with online prescription requests and documents

**Telephone Duties**
- Receiving calls, taking messages and dealing with them in an appropriate and accurate manner, ensuring as much detail has been taken; who is calling, what they are calling about, a contact number to ring them back on
- Making telephone calls as requested, including ordering ambulances, whilst noting any necessary information/code within the patient record
- Divert calls and take messages, ensuri