Reception Supervisor

**Job summary**

TRENT MEADOWS PRACTICE - We are looking for a Reception Supervisor to oversee the reception team over our two sites (Branston and Stretton).

**Main duties of the job**

Responsible for the day-to-day supervision of all reception staff and associated functions, ensuring all functions are carried out in accordance with agreed procedures, protocols and time-scales, and reporting to the operations manager / practice manager as necessary. Promote a harmonious and professional atmosphere in this public facing role.

**About us**

At Trent Meadows Practice we have 5 GP partners, Nurses, Advanced Nurse Practitioners and Health Care Assistants - these clinical staff are supported by reception and admin staff, who in turn are all managed by our Practice Manager. We are a dual sited practice with offices in both Branston and Stretton which cover a wide practice area, with approx 10,500 patients.

**Job description**

**Job responsibilities**

**Supervisory Role**:
First line supervisor to reception staff, motivating them, identifying any skill gaps and assisting in ongoing training

Ensure reception staff compliance with Practice Protocols

Induction and training of all new staff to agreed standards

Deal with more complex enquiries from patients including informal complaints relating to reception functions at the desk or on the phone to prevent escalation to CGO

Continually assess and evaluate systems and quality, recommending changes and improvements to the operations manager / practice manager as appropriate

Oversee the day to day issues that may arise within the team or with individuals

Regularly evaluate quality of individual and team performance

Weekly meeting with Management team

Quarterly 1-2-1 reviews with all reception staff

PET reception meetings

Support the annual appraisal process for reception staff

**Reception duties**

Ongoing development of reception staff

Provide training and carry out training evaluation to ensure competence and understanding.

Ensure compliance with confidentiality, information governance and practice protocols.

Ensure Practice policies are followed and accurate records are kept with particular reference to appointments, messages, visits, post, patient registrations, repeat prescriptions, filing systems, births and deaths.

Liaise with other members of the primary health care team and outside agencies as required, ensuring Clinical Governance Guidelines are followed.

Establish and maintain effective working relationships with co-workers, patients and carers.

Recognise peoples needs for alternative methods of communication and respond accordingly.

**Own Reception Duties**:
Be available on mobile during working hours

During breaks & sickness cover/ bank holidays 8am starts cover reception duties which include:
Deal with general telephone enquiries from patients and general public

Book appointments and home visits

Take registration of new patients, ensuring full practice information is given

**Health and Safety**

To participate and support H&S standards and documentation under the guidance of the operations Manager/ Practice Manager.

Maintain records of incidents, reviews and training in fire prevention, health and safety and basic life support.

**Communication**

The post-holder will recognize the importance of effective communication within the team and will strive to:
Communicate effectively with other team members

Communicate effectively with patients and carers

Recognize peoples needs for alternative methods of communication and respond accordingly

**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 teams performance

Work effectively with individuals in other agencies to meet patients needs

Effectively manage own time, workload and resources

**IT**

Be the first point of contact for general IT issues and deal directly with IT helpdesk when needed

Ensure that any equipment is used correctly and arrange repairs of any faults or problems.

Support management team to ensure that the practice has arrangements in place to train staff in the use of practice IT systems Vision, e-consults, outlook, navigation of website

**Confidentiality**

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 worker