Reception Supervisor

The Horsefair Practice Group - Sandy Lane Surgery Job Description Post Title Reception Supervisor Base HFPG-Sandy Lane Surgery Reports to Practice Manager Accountable to Practice Manager Responsible for Supervision of Reception Services Job Summary To have responsibility for the smooth running of the Reception Area. To prioritise the workload of reception staff in order to meet requirements the business. To undertake any training or development necessary to fulfil the requirements of the role. Staff may be asked to work flexibly in terms of the jobs that they do, and the hours they work.

Main Responsibilities Responsible for allocation of duties for reception staff on a daily basis. To cover appointments, prescriptions, front desk, results, as and when required. To ensure cover staff cover is available at all times. Undertake the training of staff in all areas of Reception duties, and implementing change to procedures, where required.

Ensuring the work area/reception/GP/nurse rooms are clean and tidy at all times, and reporting problems to the relevant personnel. To conduct Appraisal of all reception staff to agreed standards, including the agreement of a Training Needs Analysis where appropriate Continually assess and evaluate systems recommending changes and improvements to the Management Assistant / Practice Manager, as appropriate. Completion of Reception Significant Event investigations/reports. Ensuring Patient Tasks / Docman Workflow Tasks are dealt with on a daily basis.

Dealing with the chemist and nursing home requests via telephone / Front Desk. Deal with more complex enquiries/complaints from patients, and try to resolve in the first instance. Undertake the responsibility for the distribution of all post into the practice, and ensuring post for internal transfer is collected in accordance with the locally agreed procedure. To ensure all private and confidential post is only opened by the designated staff in line with the Caldicott Guardians guidelines.

Ensuring that all confidential waste is dealt with on a daily basis. To ensure compliance with health and safety regulations and report any health and safety issues to the attention of the Management Assistant / Practice Manager. Maintaining strict confidentiality regarding information concerning patients, staff and practice business. Any problems should be reported to the Management Assistant / Practice Manager To provide effective communication with all patients / staff, ensuring appropriate feedback and outcomes.

Ensuring the highest standards of professionalism at all times. To notify the Management Assistant / Practice Manager of any absenteeism. Registration of patients, in accordance with the local policy, and ensuring completion of medical records. Maintain practice morbidity register in line with protocols (deaths).

Complete templates for computer input, as directed. Ensuring building is secure at all times, complying with the practice policies. Deal with IT problems and report to the relevant internal/external personnel. Ensure accurate coding of data and advise junior staff appropriately.

Ensuring that Staff rotas are processed in accordance with practice policy, and any cover issues raised with the Management Assistant / Practice Manager. To be able to triage calls: signposting patients to relevant services or arranging appointments in surgery with the relevant clinician as appropriate. To have a sound and up-to-date knowledge of Local Care Pathways and local services, including the voluntary sector. To respond appropriately in emergency situations.

To understand the common needs and safeguarding issues of vulnerable patient groups including children, elderly housebound and those with long-term conditions. Investigating any incidents, which may or may not lead to disciplinary action of team members Recruitment, for example participating in interview processes Holding regular Reception Team meetings Enabling Change Management Responsible for the smooth running of the telephony system which would include diversions on training days and for out of hours cover. Understanding of QOF targets so actions are performed in keeping with these targets, which will include data collection To implement agreements and policies concerning data sharing and client/ patient consent. Chaperoning as and when required Other duties as appropriate to the job role.

Computer/IT To utilise medical software systems to enable the effective handling of patients and practice information and information supplied by other agencies. To input data accurately onto patient records and software systems. Registration of new patients and removal of deceased patients in accordance with current practice Policy Understanding of QOF targets so actions are performed in keeping with these targets, which will include data collection and advising patients when reviews are overdue Other Duties The information supplied above is intended to summarise the key responsibilities an