Reception Supervisor

• To work as an effective leader of the practice reception by providing a clear guidance on role and responsibility of all team members.
• The reception manager will also work as part of the management team to ensure that the image of the practice is as professional as possible.
• Provide leadership and management skills to enable the practice to meet its agreed aims and objectives within an efficient, safe and effective working environment.

• Good Standard of general education
• Experience of working within a General Practice Reception environment
• Practical experience of working with others
• Ability to handle situations of potential conflict

• Support the reception manager of appointment rotas ensuring appropriate use of appointments, amendments, and cancellations where necessary
• Support the reception team
• Train receptionist as required
• Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
• Oversee the generic email account for the practice alongside the reception manager
• Attend PPG meetings
• Support in management of death process allocation of cremation forms, coroners reports and ME referrals
• Pathology assignment to GPs
• Pathology filing Bowel Screening & INRs
• Partake in the extended hours 8pm finishes.
• Support the reception in diffusing patient complaints
• Support the reception manager with the Safeguarding admin lead role
• Ensure reception staff use the appointment system correctly and consistently.
• Fire Marshall.
• Extended Hours Rotas
• Support the reception manager in Appraisals / Probation reviews / Annual Leave
• Back to work interviews for staff returning after sickness
• Ensure reception team up to date with Bluestream training Arranging training where necessary and NATH applications.

• Support the reception manager and directing staff working as Practice Service Professionals in reception - front and back office
• Primary contact for GPs in practice
• Dynamically managing the balance of staff between the various reception functions
• Ensuring the primary objective of providing excellent levels of patient service permeates the whole team.
• Managing waiting room activities and interactions
• Ensure waiting room tidy and information on display is in date and relevant
• Ensuring the smooth running of reception procedures - front desk and telephone - ensuring adequate levels of staffing, training, and supervising reception staff, helping recruit new staff and helping carry out staff appraisals
• Ensuring requests for repeat prescriptions are managed appropriately; ensuring that scripts are being signed and that requests are being managed as expediently as possible
• Acting as the primary point of contact in reception for clinicians a provider of service to the clinical team
• Supporting staff in difficult patient situations
• Greeting patients and providing non-clinical patient help and support and dealing with patient enquiries
• Ensuring telephone messages and requests for home visits are handled effectively and logging accurately
• Ensuring the effective and efficient registering of new patients
• Ensuring the effective management of the responsibility for looking after a specific doctor(s) and ensuring that their requests are dealt with promptly to help increase the doctors efficiency and ability to help patients fairly and according to need
• Ensuring timely and accurately handling of messages and ensuring unresolved or urgent matters are prioritised
• Participating in educational and learning activities arranged from time to time.
• Supporting practice policies and protocols, including health and safety and infection control
• Maintaining a constant awareness of and anticipating the needs of patients, clinicians and colleagues and taking action to support those needs
• Delegation of tasks to the most appropriate professional
• Supporting a drive to greater automation and use of technology.
• Working with and supporting the team and providing a role model for the staff.
• To carry out administrative related tasks as delegated by the doctors.
• Duties may vary under the direction of the Practice/Deputy/Reception Manager depending on workload and staffing levels.

• To have an overall understanding of all IT systems in the building.
• Make recommendations for upgrades where appropriate.
• To liaise with IT support department to resolve other hardware and software issues
• To provide support advice and training for current and new practice staff in the use of the clinical system
• To provide support and training for current and new staff in resolving simple problem with PCs and printers.
• To provide support and training for current and new staff ensuring that data quality guidelines are understood and adhered to.

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognise peoples needs for alternative methods of communication and respond accordingly

• See to continually improve the overall effectiveness of duties undertaken
• To undertake any other duties and responsibilities which may reasonably be required

• NHS Pension 2015 Scheme (subject to eligibility)
• Alternative government-based scheme (subject to eligibility)
• Competitive leave entitlement that includes maternity, paternity and adoption leave, study leave allowance, and sickness provisions
• Access to education and training opportunities, depending on your role (CPPE Pharmacy, NHS England Roadmap for First Contact Practitioners, apprenticeship schemes, support professional development)
• Working in a multi-disciplinary team with support from a wide variety of professionals
• A flexible approach to a work-life balance
• Cycle to work scheme (subject to eligibility)
• Access to Blue Light Card scheme
• All staff events and conferences
• Staff engagement (Wellbeing Group, EDI Network, Staff Focus group)
• Free parking across many sites
• Personalised induction into the company and job role

Essential

• Please provide detailed information of how you feel that your experience is suitable for this role; please provide examples to support your application referring to the job description and person specification for guidance.

Essential

• Please provide detailed information of how you feel that your knowledge and skills are suitable for this role; please provide examples to support your application referring to the job description and person specification for guidance.