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Job description

We are looking for a Reception Supervisor who can support the team and our patients with compassion and care. Driving excellence in how we deliver our service. Barnfield Hill Surgery is a thriving practice in the middle of Exeter with an excellent reputation for patient care and a compassionate service. Our ethos is to provide person centred care for each of our 8'500 patients, ensuring that they can access the care and support they need from a range of professionals including GP's, paramedics, specialist nurses, physio's, midwives, social prescribers, wellbeing coaches and our clinical pharmacist. Some of these services are delivered via our PCN network, where we work in partnership with a network of local practices. We are a very friendly practice with a close knit team, we pride ourselves on being transparent and open, we work hard to involve every member of the team in how the practice is run with regular team meetings. It is important that you feel heard as a member of our team and feel valued for the contribution you make to support our patients.

Job Purpose Statement:

The Reception Supervisor is responsible for the day-to-day supervision of all reception staff and associated activities. They will act as a focal point for all non-clinical matters arising in the reception area and ensure that all functions are carried out in accordance with agreed procedures, protocols and timescales

Areas of responsibility:

Carry out reception duties as appropriate

Management

• Oversee the routine daily activities of all reception staff and ensure individuals are employed to best advantage
• Ensure that personnel are available to provide sufficient provision for all reception tasks including prescription processing, dealing with incoming and outgoing telephone calls, reception services for patients and document scanning and associated administration
• Leading, supporting and influencing the team in delivery of operational results
• Arrange additional staff cover during leave or sick leave periods to ensure that key staff functions are performed
• Support the Reception Manager to review training and learning needs for all members of the reception team and update the training matrix

Training

• Help identify, through the appraisal process, the training needs of reception team members
• Supporting the Reception Manager to prepare and review induction protocol for new staff members and liaise with the HR supervisor about new intakes of staff
• Implement assessment reviews of those staff conducting staff training and evaluate training effectiveness, and undertake any additional training support as required
• Support and mentor reception staff, both as individuals and team members
• Support the Reception Manager to plan staff training sessions as relevant to role, including one to one training and group training
• Implement updates and guidance as processes change within the organisation and provide training sessions to staff

Appointments Management

• Oversee the appropriate utilisation of clinics, ensuring that appropriate appointments are booked with the relevant clinician
• Ensure triage protocols are implemented and adhered to for urgent appointments
• Support the Reception Manager to develop new protocols and ways of enhancing the appointment offer to patients with clinical support.

Patient and Stakeholder Liaison

• Create a culture of excellent standards of patient (customer) care
• Deal with patient queries that reception staff have been unable to address
• Ensure that new patients joining the Practice list are registered and those leaving it are deducted in accordance with published guidance
• Ensure that online registrations are processed in accordance with practice protocol and published guidance
• Ensure that public areas, including waiting rooms and notice boards, are kept tidy and up to date and that leaflet dispensers are kept stocked with relevant information
• Ensure the practice suggestions and complaints procedure is followed
• Encourage a proactive approach to patient engagement and empower staff to utilise the opportunity for patient engagement
• Deal with verbal complaints relating to reception staff and the general day to day running of the practice; identify recurring issues and establish procedures to minimise complaints and improve process
• Liaise with external healthcare providers, e.g. district nurses, health visitors, midwives, palliative care nurses and pharmacies
• Liaise with members of external organisations as necessary

Finance

• Ensure that the surgery petty cash is administered in accordance with policy
• Ensure that card payments and refunds are processed
• Provide advice to patients regarding Non NHS fees

Buildings Management

• Ensure repair and maintenance issues are referred to the appropriate individual in a timely manner
• Maintain room allocation register to ensure rooms available for GPs, staff and other visiting professionals

Information Management and Technology

• Ensure computer and telephone system faults are reported in a timely manner and that remedial action is followed up
• Act as link between the practice and the telephony provider for faults and upgrades
• Provide advice and guidance to members of the reception team on information governance and confidentiality
• Keep up to date with latest Data Protection legislation and provide guidance and training to staff
• Ensure ICT access is set up appropriately for all members of the team
• Maintain an up to date directory of services to promote care navigation and signposting of services to patients

Liaison and Communications

• Develop and maintain effective communications within the reception team, the relevant practice team and with relevant outside agencies
• Liaise with GPs and members of the nursing team to ensure the efficient and effective running of the practice

Organisation and Improvement

• Identify process improvements and work with line supervisor and clinical leads to implement change and drive efficiency within the team
• Use own initiative in highlighting gaps in processes and implementing changes, where appropriate, to ensure a smooth running of the reception team
• Undertake improvements in line with patient satisfaction surveys
• Work with members of the wider organisation to drive ‘whole system’ improvement

Quality

The postholer 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
• 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
• Effectively manage own time, workload and resources

Health and Safety

• Ensure all members of reception comply with the practice health and safety policy
• Ensure any health and safety concerns are reported to the Reception Manager

Equality and Diversity

• The post-holder will support the equality, diversity and rights of patients, carers and colleagues
• Act in a way that recognises the importance of people’s rights, interpreting them in a way that is consistent with group processes and policies and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner that is welcoming, non-judgemental and respects the individuals circumstances, feelings, priorities and rights

The details contained in this job description are not exhaustive and may change as the post develop

Person Specification: Competency Framework

Essential

Entry Level- all of the below

Desirable

Competent level – 6 or more of the below

Education

NVQ Level 2 Customer Services or equivalent or management qualification

Knowledge and Experience

Experience of working within a General Practice Reception

A minimum of 2 years reception experience

Experience of personnel issues including recruitment, induction, training, appraisals and supervision.

Considerable experience of delivering an excellent customer service

Experience of dealing with written and verbal complaints

Experience of managing staff rotas ensuring staffing levels are safe to provide adequate cover for the continuation of services

Experience of implementing high level change across sites

Able to recognise staff training needs and deliver training tailored to individual learner and group learning

Ability to manage staff individual performance through the appraisal and one to one process

Ability to performance manage teams against key performance indicators

Skills

Robust organisational skills

Excellent IT skills.

Good numeracy skills

Excellent communication skills

Able to take a welcoming, sympathetic and patient approach with all patients, visitors and callers

Able to problem solve and take initiative.

Able to build supportive and productive working relationships across a team.

Self-motivated, reliable and dedicated.

Able to manage conflict.

Flexible working attitude.

Ability to chair staff meetings

Leadership skills across sites

Able to build supportive working relationships across the group, supporting team work between interdepending teams

Can do attitude and forward thinker demonstrating a range on innovation or improvements to practice

Ability to analyse data and prepare reports

Job Types: Full-time, Permanent

Salary: £22,620.00 per year

Benefits:

• Company pension
• Sick pay
• Wellness programme

Schedule:

• Monday to Friday

Experience:

• Primary Care: 1 year (required)

Work Location: One location