Reception and Patient Services Supervisor

**JOB TITLE: Reception and Patient Services Supervisor**

Two Rivers Medical Partnership are a friendly rural GP practice working across 2 sites. We have developed an innovative POD System for managing patient care putting continuity at the heart of our practice.

We are looking for a committed and caring Reception and Patient Services Supervisor to undertake a new and exciting role at Two Rivers Medical Partnership. You will manage our team of receptionists across two sites working collaboratively with the practice team. This is a fantastic opportunity to make a powerful contribution to the health and wellbeing of the 9800 patients that we look after.

You will have excellent customer service skills, be resilient and have a positive outlook. We are looking for someone who remains calm under pressure, is supportive and encouraging of colleagues and comfortable adapting to constantly changing priorities.

You must be a first-class communicator balancing compassion towards others with sensitivity in managing potential conflict. You will be confident engaging with a diverse range of people to ensure they get the high care they need at the right time. Ideally you will have experience of primary care and managing a team or service.

You will also have excellent IT skills, an understanding of the NHS and be self-motivated to continuously improve patient care.

The role is full-time (37.5hrs)

Please submit your CV with a supporting statement evidencing how you meet the job description and person specification.

**Job Summary**

The post-holder will work closely with the Lead Receptionist and Management team across two sites to provide continual improvements of standards and implement new Reception procedures across a wide range of administrative functions. The successful applicant will be part of a busy multiskilled administration team. You will have a key role working closely with all staff [clinical and non-clinical] across Practice, providing a high quality and professional service to patients, GPs and other health care professionals.

**Main Duties**:
**Staff Management**
- To lead, monitor, motivate and inspire the Reception Team across both sites with the support of the Lead Receptionist.
- To provide supervision of reception and associated functions, ensuring that duties are carried out in accordance with the practice procedures, protocols and timescales
- To support the Lead Receptionist to produce, manage and operate the reception rota, checking future planned absences, planning cover to ensure adequate staffing levels and ensuring overtime is provided when necessary
- To monitor and allocate workload within the reception team in the absence of the Lead Receptionist
- To record and monitor staff annual leave and sickness, completing return to work interviews
- To complete staff one-to-ones, appraisals, probation reviews, prioritizing staff development
- To identify and deliver team training where required and ensure statutory and mandatory training has been completed within the Reception Team
- To support staff through conflict resolution
- To support the Management Team in the recruitment and induction of all new reception staff
- To conduct regular staff meetings and record meeting minutes

**Policies and Procedures**
- To review existing standards, procedures and policies while implementing new best practice to ensure a seamless delivery of Reception Services
- To ensure care navigation protocols are developed and monitored to support the reception team to signpost patient to the most relevant service
- Ensure Patient Registration Procedures are upto date and implemented.

**Workflow**
- To ensure all documentation received into the practice is managed and scanned using Docman.
- To manage and audit a system for repeat prescription requests including Nursing and Care Home patients
- Run and monitor a system of contacting patients to attend regular disease management reviews and screening
- Assist the practice management team with set-up and administration of clinics e.g seasonal flu and covid
- To be a first point of contact for informal patient complaints and assist the Practice Management team to manage the complaints procedure in a timely fashion.
- To manage the system of provision of medication for dispensing patients and liaise with the dispensary

**IT Management**
- Manage the cloud based telephone system and ensure reception team are trained in how to use it.
- Assist the practice management team to set up new members of the team with access to all relevant clinical and IT systems
- To resolve IT issues and manage complex IT problems with the relevant organisation

**Communication**
- To co-ordinate patient communication including updating patient leaflets, provision of information for the website and local community publications

**Premises**
- To ensure opening and closing procedure for the premises are adhered to
- Ensure practice is kept tidy including all patient areas

**General**
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