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JOB DESCRIPTION

Job Title: Operations Supervisor (Hanham and Oldland)

Reports to: Customer Service Manager

Location/Base: Hanham Surgery / Oldland Common Surgery, Hanham, Bristol

JOB SUMMARY

The primary responsibility of this role is to manage all Reception services including all aspects of day-to-day patient communication, appointment requests and booking processes across the designated surgery site(s) and the associated Patient Care Co-ordinator staff. The postholder will ensure the highest standards of patient care and customer services are consistently delivered in line with agreed procedures and protocols. This particular post is based at Hanham and Oldland Common surgeries.

KNOWLEDGE, TRAINING, AND EXPERIENCE REQUIRED

• Staff leadership including rota planning, recruitment, training, coaching and appraisals.
• Experience of supervising a customer-facing operational environment, ideally within the

NHS, such as a GP reception team or call-centre

• Demonstrable problem-solving and customer service skills, especially in dealing with unforeseen circumstances.
• Experience of working within a busy environment, prioritising varied enquiries and administrative tasks for self and team.
• Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook) and general confidence with IT software
• Awareness of policies and procedures regarding Data Security and Information Governance and ensuring adherence to these.

SKILLS REQUIRED

• Ability to deal with patients and colleagues in a calm and professional manner, using emotional intelligence skills to achieve agreed aims.
• Ability to use own initiative within clear boundaries, taking initiative to solve problems and seeking advice whenever necessary.
• Ability to prioritise and organise own work.
• Ability to promote and support good working relationships across all areas of the Practice.
• Excellent interpersonal and communication skills with the ability to liaise confidently and professionally with a variety of clinical and non-clinical staff, patients and third parties.
• Ability to lead and work effectively within a team, providing cover for colleagues in times of absence and annual leave across teams within the wider department.
• Flexibility and adaptability, with a professional approach to work.

Date reviewed: September 2021

JOB DESCRIPTION

MAIN DUTIES & RESPONSIBILITIES OF THE POST

You will work closely with the Customer Service Manager in all the following areas:

• Promote and drive a customer-focused culture
• Manage the Reception office and all administrative aspects of the patient request and appointment booking system, including leadership of associated staff to maximise efficiency and telephone cover, ensuring all activities are completed in a timely manner
• Recruitment, induction and training of all new staff to agreed standards, ongoing coaching and training and providing support and appraisal for each team member
• Liaise with external parties coming into the practice (i.e. room allocation / equipment requests)
• Ensure adequate staffing levels, approving annual leave and other leave and organising rotas in line with agreed policy
• Assist in the resolution of any conflicts within the Reception area, resolving informal patient complaints locally and assisting in the investigation of and response to formal patient complaints as required
• Continually assess and evaluate systems recommending changes and improvements as appropriate – Assist with production and upkeep of practice documentation and operating procedures
• Where required, leading or taking part in disciplinary proceedings
• Ensure resources such as stationary, uniform, refreshments and other sundry items are available in line with agreed ordering procedure / budgets
• Ensure all front of house areas are patient ready including accessibility aspects and presentation of displays in patient facing areas
• Assist the practice team in campaign planning and delivery (for example annual flu vaccinations)
• Liaising with other team leaders to ensure cross department efficiency
• Ensure call answering standards are met using statistics available and use data to improve call handling processes
• Management of the telephone system including message control
• Assisting with routine IT support within the team
• Work collaboratively with the Management Team and deputise for the Customer Service manager as required

Oversee and assist where required with general Reception duties as follows:

• Opening / Closing premises where necessary
• Answering general enquiries and making patient appointments
• Explaining of practice procedures to patients and providing non-clinical patient support by understanding services available, how to use them effectively and signposting
• Receiving and directing patients on arrival
• Filing and extracting records / notes
• Handling external and internal post
• Giving patients test results
• Any other reception duties as reasonably required

The above list of duties is not exhaustive and may be subject to change as deemed necessary.

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 Job Description, the post-holder may have access to confidential information relating to patients 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.

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.
• Recognize people’s needs for alternative methods of communication and respond accordingly

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

• Participation in an individual performance review, including taking responsibility for 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
• Participation in group training sessions both on practice premises and at alternative locations as offered by outside suppliers

Quality:

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

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance
• Work effectively with individuals in other agencies to meet patient’s needs
• Effectively manage own time, workload and resources

Job Types: Full-time, Permanent

Benefits:

• Company pension
• Cycle to work scheme
• Free flu jabs
• Free parking
• On-site parking

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Bristol, BS15 3HY: reliably commute or plan to relocate before starting work (required)

Experience:

• Team Supervision: 2 years (required)

Shift availability:

• Day shift (required)

Work Location: One location