Reception Supervisor

JOB SUMMARY You will be responsible for the efficient supervision and leadership of a team of receptionists, ensuring all reception duties are performed effectively and to the required standard, meeting the objectives of the practice. You will support the reception team in delivering a polite and professional service to patients, visitors and staff linked to the practice. Acting as a role model, demonstrating professional standards expected by the practice and creating enthusiasm and energy within the team. Your role requires you to have a thorough knowledge of the practice procedures / protocols and to work in accordance with these.

Supervisory Oversee the reception team, including but not limited to, staff cover, sickness monitoring, annual leave, training and appraisals etc. You will also undertake reception duties as part of your role. Produce and maintain the reception rota, ensuring there is adequate cover within the team and suitable contingency plans are in place for all leave, including unforeseen absence. Undertake the return-to-work interviews, notifying management of any anomalies.

Co-ordinate and discuss with reception staff daily regarding tasks to be completed to include, but not limited to, Visits/ Appointment management, issuing of Scripts, annual reviews, letters, pathology results etc. and any queries at the end of the day are handed over as necessary. Ensure all Practice Protocols and Standard Operating Procedures are understood and adhered to. Maintaining and monitoring the practice appointments system and flow of patients, informing patients of any delays.Maximising appointment ledgers at all times and identifying any issues to the Assistant Practice Manager when required.

Ensure all staff are aware of the disciplinary and grievance procedure and have an understanding of health & safety. Assist with the appropriate recruitment and selection procedure for reception staff. Provide induction training of all new staff to agreed standards and ongoing reviews, three and six months. Assist with and minimise potential patient concerns that may lead to complaints; referring any on to the Assistant Practice Manager where necessary.

Participate in opening and closing of the surgery procedures in line with practice policy. Oversee the preparing and organising of clinical rooms, ensuring an adequate supply of stationery is at hand for clinicians and rooms are ready for use at the start of each session. Manage home visit requests, on a rotational basis, in line with practice protocol and PCN cover. Ensure that home visit requests are allocated to a doctor after the agreed cut off period where necessary.

Discuss and manage e-Consults coming into the practice on a rotational basis, in line with practice protocol. Support and liaise with the Assistant Practice Manager in the control of day-to-day electronic systems operations; safeguarding the data; investigating problems and coordinating with external agencies to maximise the benefits of the computer system in the running of the practice. Champion Care Navigation and support and train reception staff in the use of, making sure patients are always directed to the appropriate healthcare profession. To understand and promote achieving with target led areas such as Quality Outcomes Framework (QOF), Direct Enhanced Service (DES) etc.

Administrative Order stationery as required to include prescriptions, ensuring that these are logged upon delivery and logged out to GPs. Monitor appointment ledgers and convert any unused appointments e.g. Ambulatory BP, Dressings, telephone appointments etc are converted into routine appointments. Provide hands on support to all reception staff and carry out any of the duties of a receptionist as detailed below: Participate in reception desk cover: greeting of patients, dealing with their enquiries in a courteous and polite manner.

Giving out previously prepared repeat prescriptions, making appointments and booking patients in for surgeries and clinics. Telephone Duties: answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely. Contacting hospitals, Health Authorities and various other agencies for results, appointments, booking, referrals and patient information. Making appointments: offering and arranging the appointments for doctors, Book appointments and reviews ensuring sufficient information is recorded to allow clinicians to retrieve the correct patient record.

Assist patients without appointments but who need urgent consultation are seen within an appropriate manner liaising with the duty doctor where necessary. Information ensuring that messages are promptly passed to the relevant person. Utilise other clinical IT systems such as AccuRx, e-Consult and Choose and Book where appropriate. Computer: to be able to call up patient details and make sure these details are correct.

Add administrative notes to the patient records as and when required. Preparation