Reception Supervisor

**JOB DESCRIPTION**

**Job Title**: **Reception Supervisor/Manager**

**Managerial Accountable to: Practice Manager**

**Reports to: Deputy Practice Manager**

**Professionally Responsible to: Practice Manager**

**Responsible For: Receptionists**

**JOB SUMMARY / PURPOSE**

This is a diverse role within a busy and interesting GP practice. The post holder will be responsible for the day-to-day supervision of reception and associated functions ensuring they are carried out in accordance with agreed procedures, protocols and time-scales, reporting to the Practice Manager as necessary.

Facilitate effective communication and general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

To undertake a variety of administrative duties to assist in the smooth running of the practice. Communicates complex information with all clinical and administrative staff and external agencies.

Good standard of keyboard skills and continuous use of a VDU in order to input patient information into computer. An excellent personal and telephone manner is essential.

**MAIN DUTIES AND RESPONSIBILITIES**

Provide day to day support, leadership, first line management and guidance for the practice reception and administration team, ensuring an efficient and professional manner is maintained and to provide cover to the reception team, when needed.

Coordinate the activities of the reception team daily and provide training with support from the Deputy Practice Manger to new and existing staff where appropriate which will include conducting annual appraisals.

To be responsible for the day to day allocation of workload for the Reception staff.

Ensure that the entry desk premises are kept tidy and clean at all times. Ensure the maintenance of the front office, entrance foyer and Jayex board.

Ensure compliance with all company policies, procedures, and guidelines

Ensure adequate staffing levels; organise weekly rotas in line with agreed policy liaising with the Deputy Practice Manager.

Manage the various appointments, visit and other books in line with agreed policies.

Continually assess and evaluate systems recommending changes and improvements to the Practice Manager/Administrator as appropriate.

Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.

Deal with general telephone enquiries from patients and general public. Record requests for house calls.

Oversee the processing of repeat prescriptions.

Make appointments for patient to see Doctor, Nurse and other clinical staff associated with the practice.

Record messages for Doctor, Nurse and Administrative staff.

Process prescriptions as required and according to Practice protocols.

Typing of letters, memos, reports, minutes of meetings, weekly staff movement sheets, diaries etc

First point of contact for dealing with patient concerns, and identifying where appropriate to be escalated to management.

Support the Practice and Deputy Manager in the recruitment and induction of all new reception staff

To deal with complaints in a calm and courteous manner ensuring when possible, that these are dealt with locally and where appropriate referred to the practice manager

Promote My Health On-line to patients to allow the patients choice in how to manage their prescription.

**Confidentiality**:
Data protection is a top priority for the Company. The Data Protection Act places obligations on the Practice to ensure that data is processed lawfully and stored according to its strict provisions. You are required to uphold the Company’s data protection policies when dealing with information about patients, carers, colleagues and other healthcare workers. Our work is of highly confidential nature and information gained must not be communicated to other persons except in the recognised course of duty. Unauthorised disclosure of confidential information will result in disciplinary action and may lead to your dismissal.

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 special category data.

**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, to include**:
1) Using personal security systems within the workplace according to Practice guidelines.
2) Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
3) Making effective use of training to update knowledge and skills.
4) Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
5) Reporting potential risks id