Job Description

An exciting opportunity has arisen at Pembroke Medical Group. We are seeking to recruit an enthusiastic, self-motivated and dynamic Reception Supervisor to join our busy Reception Team.

Pembroke Medical Group is a large GP practice with over 26,000 patients based at Pembroke Surgery, Paignton and Parkhill Road Surgery, Torquay.

The successful candidate will work to a high standard to ensure that the GP surgeries run effectively and efficiently and be able to work both independently and as part of a team.

In return, we will offer you a friendly, supportive work environment and you will be entitled to join the NHS pension scheme.

Informal discussions are very welcome, please contact Jayne Newell, Practice Manager on 01803 553558.

Reception Supervisor

Responsible to: Reception Manager

Working with: Reception Team, GP's, Practice Nurse's, Administration Team, Admin Manager, Practice Manager and HR Operation Managers

JOB SUMMARY

To provide a supervisory function to the reception departments at Pembroke House Surgery and Parkhill Road Surgery.

To be responsible for the efficient supervision and direction of the reception team, ensuring all reception duties are performed effectively and to the required standard, meeting the objectives of the practice in a timely manner.

To act as a focal point of communication between patients, doctors, and other medical staff.

To act as a role model, demonstrating and promoting the standards expected by the practice and creating energy and enthusiasm for the service.

To prioritise tasks and work under own initiative.

To liaise with and assist the Reception Manager.

MAIN RESPONSIBILITIES

Duties may vary under the direction of the Reception Manager depending on workload and staffing levels and may include the following:

Oversee the day to day running of the reception department. Monitor & manage appropriate appointment bookings. Co-ordinate staff sickness cover and organise relief cover from 07:00 Ensure all Practice Protocols are understood and adhered to. Support reception staff with patient queries and complaints. Deputise for Reception Manager with disciplinary matters and action or escalate accordingly. Be willing to attend practice meetings outside contracted hours. Supervise the correct use of the computerised appointment system. Overseeing the alteration or cancellation of surgeries and make alternative arrangements in an emergency. Ensure registration procedures are up-to-date and communicated to the reception staff. Oversee and delegate daily tasks - chasing missing test results and notes, unusual queries. Ensure that all details regarding Temporary Residents are correct and are entered on database. Undertake any of the duties in the 'Receptionist' if necessary.
RECEPTION RESPONSIBILITIES

Process and effectively signpost patients to the appropriate healthcare professional. Manage patient appointments using Emis Web computer system. Provide general advice to patients and resolve patient enquiries. Completing Klinik online consultation forms for patients. Process patient requests for appointments with clinician from Klinik once viewed by triage GP. Liaise with hospitals and other members of the primary health care team and external agencies. Registering new patients, temporary and immediately necessary Inform patients of appointment delays
ADDITIONAL DUTIES

Test fire alarm call points and evidence in logbook. Health and Safety - floor walk of both sites and escalate any issues. Fire Warden Checks and record in logbook. Test emergency lighting and evidence in logbook Building security - thorough knowledge of doors, windows, alarm, and security procedures. Waiting rooms - ensure areas are tidy and notice boards/displays are up to date. Act as communication conduit between both sites To report accidents and untoward incidents in accordance with the current legislation of Practice procedures. Assist in carrying out risk assessments as and when required (DSE/Manual Handling/Fire/COSHH)
This job description is not exhaustive and may be adjusted periodically. You will also be expected to carry out any reasonable duties.

PERSONAL SPECIFICATION

Previous Reception or customer care experience, preferably within the NHS. Excellent communication skills, both spoken and written. Well presented, personable, polite and patient. Proficient IT skills and acumen. Ability to remain calm in challenging situations. Adherence to confidentiality and data security. Have initiative when dealing with unusual situations. Must be adaptable and comfortable dealing with changing priorities. Flexibility to work different shifts as required by business needs. A confident team leader, able to prove motivation and innovation role modelling to a team. Demonstrate excellent leadership skills. Ability to work independently and resourcefully, without direct supervision. Show professional attitude and demeanour including courteous interaction with team members and managers. Actively contribute to the work of the Clinical team and promote the standards of care expected by creating energy and enthusiasm for the service. Reliable and accurate in all aspects of work.
SALARY 13.78 per hour

HOURS OF WORK Monday - Friday 37.5 hours per week

The post-holder may be required to work a Saturday morning on a rota basis between 08:00-12:30 approximately 1 in 20.

The post-holder will also be required to cover extra sessions when colleagues are on annual leave or sick leave.

CONFIDENTIALITY

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 , the post-holder may have access to confidential information relating to patients and their carer's, 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.
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:

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. Making effective use of training to update knowledge and skills. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Reporting potential risks identified.
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 recognizes 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 and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
COMMUNICATION

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

Communicate effectively with other team members. Communicate effectively with patients and carers. Recognize people's needs for alternative methods of communication and respond accordingly.
Job Type: Full-time

Pay: 13.78 per hour

Benefits:

Company pension Cycle to work scheme Employee discount Health & wellbeing programme Store discount
Education:

GCSE or equivalent (preferred)
Experience:

Administrative : 3 years (preferred)
Work Location: In person