Reception Supervisor

**The Role**:
**About us**:
Talbot Medical Centre are proud to look after around 26,000 patients over 3 local sites. We employ circa 65 highly valued, hard working colleagues who strive to provide an exceptional standard of service whilst enjoying a supportive and friendly working environment and an attractive NHS pension.

**Role Objective**:
To effectively support and supervise the reception team and to provide and maintain an efficient, professional, reliable, pleasant, welcoming and friendly service to patients and to support with queries from doctors, staff, patients and third parties across multiple sites.

**Essential Requirements**:

- Min. 2 years medical reception experience
- A good standard of general education.
- English and Maths to GSCE level or equivalent standard.
- A high standard written and spoken English and a clear and polite telephone manner.
- Strong IT skills including Microsoft office.
- Fast and accurate data entry and keyboard skills.
- Experience of working with the general public in a customer facing role.
- Good planning, organisation, prioritisation, time management, work to deadlines.
- Able to work cohesively as a team member & autonomously w/o constant supervision.
- Effective and positive interpersonal and communication skills both written and oral.
- Good problem solving and analytical skills.
- Ability to follow instruction and comply with policy and procedure.
- High levels of initiative, confidentiality, integrity and loyalty.
- Forward thinking and self-motivated.
- Sensitive and empathetic.
- Flexible and cooperative.
- Customer service experience.
- Ability to perform under pressure.
- Ability to work across multiple sites and own transport.

**Desirable Requirements**:

- Previous Supervisory/Management experience **(highly desirable)**
- Knowledge of SystmOne

**Tasks**:
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.

Initial involvement in resolving of staff queries, performance/conduct issues and low-level disputes.

Back to work interviews following absence.

Probationary Reviews and Regular Performance Reviews

Training of reception staff

Rotas

Annual Leave Requests

Assisting with Recruitment & Onboarding

Point of contact for the GP Partners and Management team for all Reception issues.

Appropriate representation of the reception team and cascading information between Management & Staff.

Taking initial responsibility for trouble shooting across sites.

Managing team break times and workstation rotation.

Support the Prescription Lead in ensuring that prescriptions are efficiently managed in accordance with Practice policies and procedures.

Ensure building security.

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 receptionist’s duties when required (see Reception job description).

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

Undertake fire warden duties on a rota basis or when necessary.

As requested, and where within the scope and capability of the post holder, cover absenteeism and assist with general day-to-day duties across the practice as appropriate and when required.

Attend meetings outside of core working hours with reasonable notice.

To maintain positive and professional relationships with all staff and third parties.

To undertake training as directed to ensure that that skills remain compliant and at the required standard of the practice.

**And lastly**:
**Job Type**: Permanent

Pay: £11.75 per hour

Expected hours: 31 per week

**Benefits**:

- Company pension
- Cycle to work scheme
- Free parking

Schedule:

- Monday to Friday

Application question(s):

- Do you have transport and are able to travel locally between sites?

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Medical Reception: 2 years (required)
- Supervisory/Management: 1 year (prefe