Reception Supervisor

Job summary

The role is primarily line managing the practice reception team carryingout day to day activities running, supporting and developing the receptionteam, and undertaking designated tasks from the Operations Manager and/or PracticeManager.

The post holder will work closely with and under the direction of theOperations Manager and Practice Manager to provide the continual improvement ofstandards across a wide range of clinical and administrative activity, as wellas providing an element of cover or source of advice in the event of theirabsence.

The successful candidate must be able to work on their own initiativeand have some supervisory experience, along with strong IT skills and a goodknowledge of Emis. You must be organised and confident, have a friendly andapproachable manner and can work under pressure.

Previous primary care experience is essential and all applicants musthave worked in a Reception front desk role for a minimum of 4 years to apply.

Main duties of the job

1. Staff Management and Supervision Overseeing daily activities and ensuring effective performance.Training new staff and developing existing staff.Creating and managing work schedules.

2. Patient Interaction and Service Welcoming and assisting patients professionally.Addressing patient inquiries and complaints efficiently.Overseeing booking, rescheduling, and cancellations.

3. Administrative Duties Maintaining accurate, confidential patient records.Managing phone calls, emails, and mail.Monitoring and ordering office supplies.

4. Operational Efficiency Enhancing efficiency and patient experience.Working with other departments for cohesive operations.

5. Compliance and Security Handling patient data in compliance with GDPR and regulations.Adhering to guidelines to protect patients and staff.

6. Technical and Systems Management Using IT systems for scheduling, records, and administration.Addressing technical issues and liaising with IT support.

7. Performance Monitoring Monitoring staff performance, providing feedback and coaching.Preparing reports on reception activities.

8. Patient Experience Enhancement Collecting and analyzing patient feedback.Informing patients about services and updates.

In this role, you ensure the smooth operationof the reception area, contributing to a positive and efficient healthcareenvironment.

About us

Are you organized and efficient with excellent communication skills? Join us as a Reception Supervisor at our GP practice on East Barnet Road

Our practice is committed to providing high-quality healthcare to our community. Located on East Barnet Road, we offer convenient parking and easy access to the local high street.

Join our dedicated and professional team, including: 2 GP Partners , 2 Salaried GPs, a Practice Nurse , a Healthcare Assistant (HCA) , a Practice Manager , an Operations Manager , a Care Coordinator , an Administrator , Secretarial Team , Reception Team (which you will supervise)

As part of a Primary Care Network, we have access to: Clinical Pharmacists , First Contact Practitioners (FCPs) , Physician Associates (PAs) , General Practitioners (GPs) , Nurses , Healthcare Assistants (HCAs) , Social Prescribers

The Role As the Reception Supervisor, you will:

Lead and manage the reception team Ensure efficient and professional patient interactions Oversee appointment scheduling and administrative tasks Enhance the patient experience with excellent service

Why Join Us?

Convenient Location: Easy access with ample parking and proximity to the high street Supportive Team: Work with dedicated professionals committed to patient care Professional Development: Opportunities for training and career growth Apply Today

Ready to take on a rewarding role and make a difference in our community? Apply now to join our team as a Reception Supervisor

Job description

Job responsibilities

Job Summary

The role is primarily line managing the practice reception team carrying out day to day activities running, supporting and developing the reception team, and undertaking designated tasks from the Operations Manager and/or Practice Manager.

The post holder will work closely with and under the direction of the Operations Manager and Practice Manager to provide the continual improvement of standards across a wide range of clinical and administrative activity, as well as providing an element of cover or source of advice in the event of their absence.

The successful candidate must be able to work on their own initiative and have some supervisory experience, along with strong IT skills and a good knowledge of Emis. You must be organised and confident, have a friendly and approachable manner and can work under pressure.

Previous primary care experience is essential and all applicants must have worked in a Reception front desk role for a minimum of 4 years to apply.

The post holder will:

Be an experienced supervisor/manager/leader of staff, providing leadership to the reception and support to the management team and the Partnership. Have excellent service, leadership, communication skills. Be suitably proficient with IT systems and software applications in a clinical setting Hold a relevant management qualification. Exhibit safe, professional decision-making and high level of care for patients within the Practice. Work collaboratively with the wider Practice team to meet the needs of our diverse range of patients. Support the delivery of required policy and procedures.

In order to work at this level full enhanced DBS clearance must be met.

Key Responsibilities

The following are the core responsibilities of the Reception Supervisor. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

To work on designated shifts and undertake all the tasks required as a Receptionist.

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

Ensure all reception and administration duties are completed to the highest standard and in a timely way.

To provide communications between patients, doctors and other staff.

Support the management team in the recruitment and induction of all new reception staff.

Support the Operations Manager in the running of elements and/or services within the practice compliance with CQC, Health and Safety audits etc.

Work with the management team and other members of the practice to identify areas for improvement and assist in change management where appropriate.

To undertake specific assigned tasks, project support, or development work which may arise during changes to the NHS.

Manage and deal with day to day needs, difficulties and requirements of the partners and other clinical staff.

To work closely with reception and clinical staff to ensure adequate cover and the smooth running of the practice, reporting any problems encountered to the relevant person.

To be a point of contact for staff and patient queries and concerns.

The greeting of patients, dealing with their enquiries in a courteous and polite manner. Dealing with patient complaints as allocated by the Operations Manager or Practice Manager and/or Partners and dealing with all complaints relating to front desk/reception services. Making appointments and booking patients in for clinics. Answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely. Contacting hospitals and various other agencies for results, appointments, booking, referrals and patient information. Making appointments: offering and arranging the appointments for doctors, helping to arrange clinics. Responding to and resolving all local IT issues where appropriate liaising with NHIS the ICB IT support/or others to resolve hardware and software issues. Ensure the effective use of clinical systems, IT programmes and other systems used throughout the practice. Providing support and ensure training for current and new staff is carried out and continuous development to in bed into the Reception team the required knowledge to undertake work to a high level. Training of staff on practice IT systems as necessary.

To promote Equality and Diversity and Health and Safety in themselves.

TRAINING AND DEVELOPMENT

Taking responsibility for own development with relevant evidence-based knowledge and competence in all aspects of the role to meet clinical governance guidelines for Continuing Professional Development (CPD) and a Personal Development Plan (PDP). Stay up to date through attendance at any courses and/or study days necessary to ensure that professional development requirements are met, demonstrating skills and activities to others who are undertaking similar work. Subject to a performance review, including taking responsibility for maintaining a record of own personal and/or professional development. Work closely with other clinical staff and managers in the setting up and/or improving of practice systems for monitoring/measuring performance against Clinical Governance and Quality Indicator targets Work to deliver the NHS contract requirements related to the practice (including the terms of the Quality and Outcomes Framework ,Investment and Impact Fund and locally enhanced services) To familiarise and regularly view capacity and demand data in order to best inform the Partners and management team on best usage of appointments and suggested changes.

GOVERNANCE

Take part in the maintenance of quality governance systems and processes across the Practice and its activities. Utilise the audit cycle as a means of evaluating the quality of the work of self and the team, implementing improvements where required. Work with other teams on improving the quality of service and patient care, in response to local and national policies and initiatives as appropriate Support and participate in shared learning across the practice and wider organisation Manage, review and identify learning from complaints, incidents and near-miss events relating to the practice, team and self. Awareness of statutory safeguarding, notification processes and local guidance for children/vulnerable patients, applying relevant policies and legislation to protect them Ensure compliance with policies, procedures and guidelines for self and others, by acting or alerting senior management team if the practice appears to contravene policy, or if there are concerns over any aspect of patient care.

CONFIDENTIALITY

Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times. Maintain an awareness of the Freedom of Information Act. 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

HEALTH & SAFETY

The post-holder will manage their own and others health & safety and infection control as defined in the Practices Health & Safety Policy, the Practice Health & Safety Manual, and the Practices Infection Control Policy and published procedures. Comply with Practice health and safety policies by following agreed safe working procedures Actively reporting of health and safety hazards and infection hazards immediately when recognised Keeping work and general areas clean and tidy, and using appropriate infection control procedures to keep work areas hygienic and safe from contamination. Undertaking periodic infection control training (minimum annually) Awareness and compliance with national standards of infection control, hygiene, regulatory / contractual / professional requirements, and good practice guidelines. Correct personal use of Personal Protective Equipment (PPE) and ensuring correct use of PPE by others, advising on appropriate circumstances for use by clinicians, staff and patients. Reporting incidents using the organisations Incident Reporting System Using personal security systems within the workplace according to Practice guidelines Making effective use of training to update knowledge and skills

EQUALITY AND DIVERSITY

The post-holder will support, promote and maintain the Practices Equality & Diversity Policy.

No person whether they are staff, patient or visitor should receive less favourable treatment because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.

The jobholder must comply with all policies and procedures designed to ensure equality of employment and that services are delivered in ways that meet the individual needs of patients and their families.

OTHER DELEGATED DUTIES

This job description is not intended to be exhaustive - it may be changed after consultation with the post holder. The employee shares with the employer the responsibility for review and modification of duties.

Person Specification

Qualifications

Essential

Education and Certification High School Diploma or Equivalent Experience Previous reception experience in a healthcare setting Proven supervisory or leadership experience Skills and Competencies Leadership and management skills Excellent verbal and written communication skills Strong organizational and multitasking abilities Proficiency in healthcare management software and MS Office Suite Effective problem-solving skills Friendly and professional demeanor with a focus on patient care Knowledge Understanding of the workings of a GP practice Knowledge of GDPR, health and safety regulations, and relevant legislation Familiarity with administrative processes and record-keeping Personal Attributes Detail-oriented with keen attention to accuracy Empathy and patience in handling patient inquiries and complaints Reliability and professionalism

Desirable

Education and Certification Degree or diploma in healthcare management, business administration, or a related field Professional certifications in customer service, medical administration, or management Experience Extensive customer service experience Experience in a medical practice or similar environment Skills and Competencies Advanced proficiency in IT systems used in healthcare Experience in process improvement and efficiency enhancement Ability to train and develop staff effectively Knowledge In-depth understanding of the broader healthcare system Knowledge of advanced administrative procedures Personal Attributes Strong interpersonal skills for working closely with other departments Adaptability to handle the dynamic environment of a busy practice

---