Reception Supervisor

We are currently recruiting Reception Supervisors - a full time (37.5 hours) vacancy or 2 part time vacancies (from 16 hrs. ) to work in our dedicated Reception team, based at Station Medical Centre.

**Reception Supervisor Duties**
- Ensuring staff work to organisational policies and reception/care navigation protocols.
- Appraisals, mentoring, development and coaching of the reception team.
- Return to work interviews-escalating concerns to line manager and referring staff to Occupational Health Nurse when required.
- Training of existing and new staff
- Flagging concerns relating to staff performance for new and existing staff to Reception manager that may require additional support and/or monitoring.
- Co-ordinating day to day issues that may arise within the team or for individuals, implementing changes and communicating.
- Regularly assess the quality of individuals and the team performance.
- Plan the rota for new starters and training, update absences reported on the day and cover absences to ensure minimum staffing levels adhered to.
- Manage workload by allocating duties for tasks/online consults and monitoring productivity.
- Responsible for the smooth running of the reception desks and call centre.
- Work as part of a team to achieve objectives and meet deadlines.
- Contribute to monthly reception meetings and encourage staff to attend.
- Escalate to reception manager if workload or call waits are outside of expected levels and unable to resolve.
- Rotate and cover the various supervisor duties: CNC, Reception & Duty.
- Reflect HMG values and promote to staff.
- Attend meetings appropriate to role, including weekly supervisors meeting -cascade appropriate information to team.
- Conduct regular telephone call reviews with staff members from a training service improvement perspective.

Mentor to designated members of the reception team for appraisals and development

**Job roles include**
- Ensuring staff work to organisational policies and reception/care navigation protocols.
- Appraisals, mentoring, development and coaching of the reception team.
- Return to work interviews-escalating concerns to line manager and referring staff to Occupational Health Nurse when required.
- Training of existing and new staff, including induction, care navigation, probation reviews and coordinating completion of all online training.
- Flagging concerns relating to staff performance for new and existing staff to Reception manager that may require additional support and/or monitoring.
- Co-ordinating day to day issues that may arise within the team or for individuals, implementing changes and communicating.
- Regularly assess the quality of individuals and the team performance.
- Plan the rota for new starters and training, update absences reported on the day and cover absences to ensure minimum staffing levels adhered to.
- Manage workload by allocating duties for tasks/online consults and monitoring productivity.
- Responsible for the smooth running of the reception desks and call centre.
- Work as part of a team to achieve objectives and meet deadlines.
- Contribute to monthly reception meetings and encourage staff to attend.
- Escalate to reception manager if workload or call waits are outside of expected levels and unable to resolve.
- Rotate and cover the various supervisor duties: CNC, Reception & Duty.
- Reflect HMG values and promote to staff.
- Attend meetings appropriate to role, including weekly supervisors meeting. -cascade appropriate information to team.
- Conduct regular telephone call reviews with staff members from a training service improvement perspective.
- Mentor to designated members of the reception team for appraisals and development

**1.** **Surgery Duties**:

- Security - including beginning and end of day processes.
- First line complaints resolution.
- Visitor’s book and confidentiality process for visitors.
- Ensure all information received and shared is compliant with HMG information Governance Policy.
- Liaising with external providers when necessary.
- Manage reception desk and waiting areas appropriately.
- Nominated fire marshal in the event of a fire alarm.
- Monitoring receipt and distribution/collection of internal/external post, samples and vaccines.
- Covering facilities officer duties when on leave ie: premises checks, items reported, fridge temperatures.

**2.** **Care Navigation Duties**
- Resolve technical issues with phones, seeking support when required to ensure service continuity.
- Ensure all information received and shared is compliant with HMG information Governance Policy.
- Lead in call centre, managing duty CNC list, and responding to questions from staff to support correct navigation.
- Monitoring feedback from clinicians regarding Care Navigation and addressing any training issues raised with reception team
- Liaising with external providers when necessary.
- Train the trainers for Herefordshire, delivering internal and external sessions.
- CPCS service pro