Reception Supervisor

About the Role

Sunny Meed Surgery is seeking a highly motivated and experienced Reception Team Supervisor to join our dynamic team. As a key member of our administration team, you will be responsible for the day-to-day supervision and support of all reception staff and associated functions.

Main Responsibilities

• Induction and training of new reception staff to ensure they meet agreed standards.
• Communicate surgery changes and updates to the reception team in a timely manner and provide feedback to the leadership team on any concerns raised regarding reception processes or staff.
• Continued monitoring of the telephone system and patient waiting time, escalating if waiting time is increasing.
• Potentially lead regular reception meetings to include training and updates.
• Support and maintain the reception reference folder to ensure it remains up-to-date.
• Ensure branch surgery processes align with Sunny Meed main site, including supporting and training of these sites.
• Ensure adequate reception and associated facilities at each reception site for practice and other in-house providers associated with the practice.
• Manage appointments, visits, and other bookings in line with agreed policies, including responsible for ensuring procedures and blood test reminder lists, urgent lists, and diary closures are undertaken on a daily basis.
• Undertake Accurx 'assigning role' and manage patient enquiries where appropriate.
• Assign receptionists to undertake particular reception roles when required to ensure smooth efficient working.
• Support reception in dealing with general website and telephone enquiries from patients and the general public, as well as helping with queries at the front desk.
• Deal with more complex enquiries from patients and escalate verbal complaints to the Practice or Deputy Practice Manager in line with the surgery complaints procedure.
• Prepare repeat prescriptions (manually and computerised) if the Prescription Clerk is on annual leave or if an urgent request.
• Oversee reception tasks processed in a timely manner.
• Oversee the room rota for clinicians.
• Ensure that holiday/sick/compassionate leave cover is in place for reception staff to maintain a minimum requirement to cover reception duties. Report reception sickness and overtime to the Payroll Manager monthly.
• Lead by example through compassionate, empathetic, diplomatic, and friendly behaviour towards colleagues.
• Assist management in ensuring morale within the reception team is maintained and recognise if additional support is required amongst the team.

Requirements

• Leading a team (not necessarily in primary care)

What We Offer

• Competitive salary and conditions
• Support for your professional development, e.g., possibility of going on a leadership course in the future
• Time to implement change and training opportunities (admin, training, development of staff)
• NHS pension scheme
• Friendly practice team
• Practice events
• Free on-site parking
• NHS store discounts
• 28 days holiday a year (including bank holidays) for full-time staff
• Annual pay review for all staff
• A comprehensive induction programme
• Continuous training and development
• Weekly clinical team meetings and regular team meetings
• Employee well-being services

Confidentiality and Professionalism

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
• In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff, and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
• 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.
• If incidents or behaviour not in-keeping with reception responsibilities arise, we would expect these to be raised as a concern with the practice managers directly and not to be discussed with colleagues.

Health & Safety

The post-holder will assist in promoting and maintaining their own and others' health, safety, and security as defined in the practice Health & Safety policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures.

• Using personal security systems within the workplace according to practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills, and initiate and manage the training of others
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way, and free from hazards, and initiation of remedial/corrective action where needed
• Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised
• Keeping own work areas and general/patient areas generally clean, identifying issues and hazards/risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers
• Undertaking periodic infection control training (minimum annually)
• Routine management of own team areas, and maintenance of work space standards
• Reporting potential risks identified
• Demonstrate due regard for safeguarding and promoting the welfare of children.

Equality and Diversity

• The post-holder will support the equality, diversity, and rights of patients, carers, and colleagues, to include:
• Acting in a way that recognises the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs, and beliefs of patients, carers, and colleagues
• Behaving in a manner that is welcoming to and of the individual, is non-judgmental, and respects their circumstances, feelings, priorities, and rights.

Personal/Professional Development

• The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning, and performance and demonstrating skills and activities to others who are undertaking similar work

Quality

• The post-holder will strive to maintain quality within the practice, and will:
• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance
• Work effectively with individuals in other agencies to meet patients' needs
• Effectively manage own time, workload, and resources

Communication

• The post-holder should recognise the importance of effective communication within the team and will strive to:
• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognise people's needs for alternative methods of communication and respond accordingly

Contribution to the Implementation of Services

• Apply practice policies, standards, and guidance
• Discuss with other members of the team how the policies, standards, and guidelines will affect own work
• Participate in audit where appropriate

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

*Please note that we hold the right to close this vacancy early if a suitable candidate is appointed. This position is subject to an enhanced DBS check. Please note, you need to be authorised to work in the UK as we unfortunately cannot provide sponsorship.*

Job Types: Full-time, Part-time, Permanent

Pay: From £14.00 per hour

Benefits:

• Company events
• Company pension
• Free flu jabs
• Free parking
• On-site parking
• Store discount

Schedule:

• Day shift
• Monday to Friday

Ability to commute/relocate:

• Woking: reliably commute or plan to relocate before starting work (preferred)

Experience:

• Customer service: 1 year (required)
• Team management: 1 year (required)

Work authorisation:

• United Kingdom (preferred)

Work Location: In person

Application deadline: 17/10/2024