Reception Supervisor

Exhibit safe, professional decision-making and high level of care for patients within the Practice. Work collaboratively with the wider Practice team to meet the needs of our diverse range of patients. Support the delivery of required policy and procedures. In order to work at this level full enhanced DBS clearance must be met.

Key Responsibilities The following are the core responsibilities of the Reception Supervisor. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels: To work on designated shifts and undertake all the tasks required as a Receptionist. To provide day-to-day support, leadership, first line management and guidance for the practice reception, ensuring an efficient and professional manner is maintained and to provide and arrange cover to the reception team when needed. Ensure all reception and administration duties are completed to the highest standard and in a timely way.

To provide communications between patients, doctors and other staff. Support the management team in the recruitment and induction of all new reception staff. Support the Operations Manager in the running of elements and/or services within the practice e.g. compliance with CQC, Health and Safety audits etc.

Work with the management team and other members of the practice to identify areas for improvement and assist in change management where appropriate. To undertake specific assigned tasks, project support, or development work which may arise during changes to the NHS. Manage and deal with day to day needs, difficulties and requirements of the partners and other clinical staff. To work closely with reception and clinical staff to ensure adequate cover and the smooth running of the practice, reporting any problems encountered to the relevant person.

To be a point of contact for staff and patient queries and concerns. The greeting of patients, dealing with their enquiries in a courteous and polite manner. Dealing with patient complaints as allocated by the Operations Manager or Practice Manager and/or Partners and dealing with all complaints relating to front desk/reception services. Making appointments and booking patients in for clinics.

Answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely. Contacting hospitals and various other agencies for results, appointments, booking, referrals and patient information. Making appointments: offering and arranging the appointments for doctors, helping to arrange clinics. Responding to and resolving all local IT issues where appropriate liaising with NHIS the ICB IT support/or others to resolve hardware and software issues.

Ensure the effective use of clinical systems, IT programmes and other systems used throughout the practice. Providing support and ensure training for current and new staff is carried out and continuous development to in bed into the Reception team the required knowledge to undertake work to a high level. Training of staff on practice IT systems as necessary. To promote Equality and Diversity and Health and Safety in themselves.

TRAINING AND DEVELOPMENT Taking responsibility for own development with relevant evidence-based knowledge and competence in all aspects of the role to meet clinical governance guidelines for Continuing Professional Development (CPD) and a Personal Development Plan (PDP). Stay up to date through attendance at any courses and/or study days necessary to ensure that professional development requirements are met, demonstrating skills and activities to others who are undertaking similar work. Subject to a performance review, including taking responsibility for maintaining a record of own personal and/or professional development. Work closely with other clinical staff and managers in the setting up and/or improving of practice systems for monitoring/measuring performance against Clinical Governance and Quality Indicator targets Work to deliver the NHS contract requirements related to the practice (including the terms of the Quality and Outcomes Framework ,Investment and Impact Fund and locally enhanced services) To familiarise and regularly view capacity and demand data in order to best inform the Partners and management team on best usage of appointments and suggested changes.

CONFIDENTIALITY Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times. Maintain an awareness of the Freedom of Information Act. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data HEALTH & SAFETY The post-holder will manage their own and others health & safety and infection control as defined in th