Job Description

Job Title: Reception Supervisor

Responsible To: Management Team

Responsible For:

Carry out a range of reception and administrative tasks in relation to the day-to-day running of the practice's reception area.

Job Purpose:

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 practice manager as necessary. Promote a harmonious and professional atmosphere in the public facing role.

Complaints officer and management of external communication.

Main Duties and Responsibilities:

Supervisory

Induction and training of all new staff to agreed standards. Produce tailored induction plans Oversee e-learning of all reception staff Ensure adequate staffing levels, approve annual and other leave, and organise rotas ensuring all functions are covered as required Deal with more complex inquiries from patients including informal complaints relating to reception functions. First point of contact for complaints before escalation to senior management Continually assess and evaluate systems and quality, recommending changes and improvements to the practice manager as appropriate Manage day-to-day issues that may arise within the team or with individuals Regularly evaluate quality of individual and team performance 1-2-1 reviews with all reception staff Support the annual appraisal process for reception team Organisation of advertisement/display boards in the Reception areas/Waiting areas Preparing staff meeting agendas and produce action points/minutes Significant event reporting. All forms to be completed and investigated. SEA's to be discussed at appropriate meetings Responsible for day-to-day issues within Reception Responsible for sickness absence handling Responsible for creating weekly rotas for reception and admin team, ensuring appropriate cover all throughout the week. Assist in recruitment of new receptionist Oversee and delegate QOF target/recall areas Monitor all reception work streams within agreed time frames

Reception

Ability to use appointment signposting system internally and locally ensuring efficiency and effectiveness of appointment utilisation Ensure that patients without appointments but who need "urgent consultation" are seen in a logical and non-disruptive manner. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover in a courteous manner ensuring appropriate procedures are completed. Advise patients of relevant charges for patient services, accept payment and issue receipts for same complying with standard practice procedure. Respond to all queries and requests for assistance from patients and other visitors, communicating in a format that is appropriate to the individual request Enter requests for home visits into appropriate documentation complying with standard practice protocol undertaking compliance home visit audit Action clinical requests for ambulance transportation and document accordingly Accept and generate requests for patient medication following the current practice policy. Receive and make telephone calls as required. Divert calls and take messages as appropriate. Ensure that all messages are taken in line with current practice policy. Scan clinical data onto patient's medical record in line with current scanning procedure. . Other clerical duties that may be required from time to time. Comply with practice policies and procedures to ensure practice standardisations and to minimise risk of non-compliance Process requests for patient deductions from PCSS ensuring timely return of patient's medical record and summaries. Ensure compliance with external standards for medical records including tagging and tidying. Co-ordinate screening recall lists, identifying non-responders and monitoring practice against national standard outlining areas for meeting target and participating in health promotion events as identified by the practice Undertake Chaperoning as required by the clinical team in line with current protocol. Use initiative to resolve conflicts in a mutually agreeable way, alerting management where necessary. To ensure appropriate stock levels are maintained in all the rooms at the surgery. Provide a professional and business-like approach to work and comply with positive behaviour principles and evidence at quarterly reviews and appraisal

Computer

Registration of new patients - computer data entry and medical records Register patient for 'Patient Access' and promote this service

Telephone

Have working knowledge of the telephone system, during and after hours Monitoring call data and providing reports to the management team on a regular basis. Restoring telephone and computer services

Other tasks

Ensure building security - have thorough knowledge of doors, windows, heating, ventilation and alarm systems Any other tasks allocated by the manager and are to be performed with accuracy and promptness

Personal / Professional Development

For the purpose of efficiency and personal development the post-holder will be required to undertake any training as is deemed necessary by either their manager and/or themselves (subject to authorisation) and also to assist in promoting a learning environment within the Practice

Participation in an annual individual performance review, including taking responsibilty of maintaining a record of own personal and/or professional development

Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

To participate in training sessions to ensure administrative, clinical and computer skills are kept up to date with current technology and practice

To participate in regular team meetings

To comply with practice requirements for statutory/mandatory training

Where the Practice requires or permits you to undertake training or study, you must attend such course or training and apply yourself both conscientiously and diligently to such course or training, and to the acquisition of any relevant skills and knowledge

Quality:

The post holder will strive to maintain quality within the Practice and will:

Participate in audits

Asses your own performance and take accountability for own actions, either directly or under supervision

Alert senior team members to issues of quality and risk

Contribute to the effectiveness of the team by reflecting on your own and team activities

Make suggestions on ways to improve and enhance the team's performance

Effectively manage own time, workload and resources

Compliance & adherence to practice policies standards & guidance:

To work within the guidelines set by CQC and other regulatory bodies, to ensure the Practice is safe, efficient and provides the best possible care for patients

To offer suggestions to the management team on how we can improve, progress and develop all processes relating to CQC

IM&T:

Maximise IT efficiencies, to ensure it is cost efficient

Ensure skills meet the standards required for the job, and take all opportunities for updates

Social media - any work related issues or material that could identify an individual who may be a patient or work colleague, which could adversely affect the Practice, a patient or our relationship with any patient, must not be placed on a social networking site. This means that work related matters must not be placed on any such site at any time either during or outside working hours and includes access via any computer equipment or mobile device. Please refer to the Practice social media policy for further information

Maintain working knowledge of computer/ clinical system, reporting any problems.

Adhere to practice policies regarding security and confidentiality, records management roles and responsibilities and computer skills

Respond to and action Practice electronic messaging systems

Ensure practice communication systems are checked frequently, through the working day to ensure compliance

The practice is registered under the Data Protection Act 1998, if you are in any doubt regarding what you should or should not do in connection with the Data Protection Act, you must contact a member of the management team or Caldicott guardian.

Confidentiality: Sensitive Business data:

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 patient and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential.

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.

Ensure safe disposal of waste in line with practice procedures.

Ensuring adherence to Information Governance policies.

Any work content or material, or contacts or connections list, created by the Employee during the course of their employment, on any of their authorised social networking sites (ownership of which vests in the Practice) shall remain, at all times, the property of the Practice. Accordingly upon termination of your employment, you shall hand over the Practice, the access rights to your accounts, together with any work content or material and any contacts or connections list

Communication:

The post holder should recognise the importance of effective communication within the team and will strive to:

Be polite, friendly and give efficient services to all our patients and customers

Communicate to a high standard with other team members

Communicate effectively with patients and carers

Recognise people's needs for alternative methods of communication and respond accordingly

To listen and respond appropriately to feedback from patients and colleagues whether this be a complaint, comment or compliment and if it cannot be dealt with immediately, ensure it is reported immediately to a member of the Practice Management Team

Decisions & Judgments:

The post-holder is required to use his/her own initiative when dealing with problems and to make any reasonable necessary decisions on events as they occur, including:

Establishing and maintaining effective lines of communication with the GP's and Practice Managers

Communicating clearly and effectively with staff to aid the smooth running of the Practice

Responding to requests or queries for support as they arise in an appropriate and timely manner

Prioritising workload and requests for support

Making the most effective use of resources available

Using judgement and experience in helping to determine the relevant urgency of requests for information received from patients and other external organisations

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues to include:

Acting in a way that recognises the importance of people's rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation

Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues

Behaving in a manner which is welcoming to the individual, is non-judgmental and respects their circumstances, feelings priorities and rights

Health & Safety:

The post-holder will, implement and lead on the full range of promotion and management of their own and others' health, safety and security as defined in the Practice Health & Safety policy, the Practice Health & Safety manual, and the practice Infection Control policy and published procedures. This will include (but will not be limited to):

Ensuring job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management

Maintain an up to date knowledge of health and safety and infection control statutory and best Practice guidelines and ensure implementation across the business

Using personal security systems within the workplace according to Practice guidelines

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business

Making effective use of training to update knowledge and skills, and imitate and manage the training of others

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial/ corrective action where needed

Actively identifying, reporting and correction of health and safety hazards and infection hazards immediately when recognised

Keeping own work areas and general/ patient areas generally clean, identifying issues and hazards/ risks in relation to other work areas within the business and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers

Undertaking periodic infection control training

Routine management of own team/ team areas, and maintenance of work space standards including cleaning areas in urgent situations

Safeguarding

The practice is committed to safeguarding and promoting the welfare of children, young people and adults, but as service users and visitors to our services. All staff have a responsibility to safeguard and promote the welfare of children and adults. The post-holder in conjunction with the management will be responsible for ensuring they undertake the appropriate level of training relevant to their individual role and responsibilities and that they are aware of and work within the relevant safeguarding policies and procedures.

The post-holder is expected to treat patients, and carers, care and compassion at all times, treating each person as an individual by offering a personalised service. The practice staff will adopt, behaviours and attitudes which promote, support and respect, privacy and dignity. Staff are expected to challenge poor practice in relation to dignity and treat each other with respect.

The practice is committed to providing consistently excellent and safe patient-centred care for all those who access our services, through highly skilled, committed and compassionate staff working together. The practice does this by putting our patients at the centre of all that we do and providing the best quality care with passion and pride. All staff are required to advocate, champion, and demonstrate the practices vision and values.

Any other duties:

Any other duties as may be determined by the Practice Management Team

Conditions of employment

Terms and conditions of service are in accordance with those of Lane Ends Surgery

This job description is not intended to a comprehensive description of the duties of the post and is subject to regular review. Job-holders may be required to carry out other related tasks, which may not be specifically mentioned above.

Job Types: Full-time, Part-time, Permanent

Pay: 12.50-12.80 per hour

Benefits:

Company pension On-site parking
Work Location: In person