Reception Supervisor

Main duties of the job

• Supervise and support the Reception Team on a day-to-day basis
• Ensure reception is appropriately staffed and rotas are planned to meet demand
• Support implementation of practice policies and procedures, including signposting to appropriate services
• Help manage patient queries and feedback in a professional and timely manner
• Provide training, coaching and ongoing support to reception staff, acting as a role model demonstrating and promoting the standards expected by the practice
• Monitor workload, identify pressures and escalate issues to the Practice Manager
• Contribute to continuous improvement of systems and processes to support safe working and high-quality patient experience
• Liaise with and assist the Management Team to ensure the smooth running of the surgery

About us

You will be joining an amazing practice team who are friendly and very supportive towards each other, and who pride themselves on their professional and caring approach to supporting the 10,000 patients under their care and the local community. Our clinical team is made up of three GP Partners, three Salaried GPs, two Retainer GPs, four Practice Nurses and four Healthcare Assistants. We are also a training practice and host GP Trainees. We have a full administrative support team with our Management Team, Admin Team and Reception Team. We are part of Romsey, North Baddesley & Eastleigh PCN and benefit from additional services including Pharmacists, MSK specialists, Social Prescribers, and Health & Wellbeing Coaches.

Job responsibilities

• Lead and supervise the Reception Team to ensure all tasks are completed, to the expected standards, on a daily basis, including but not limited to: appointment management, prescription workflow, new registrations, emails
• Organise the Reception rota, ensuring safe levels of cover across the working week and having a good daily awareness of staff attendance and changes, with support from the Management Team if required
• Manage annual leave requests within the Reception Team
• Manage unplanned team absences within the Reception Team
• Perform Return to Work discussions after periods of sickness absence, with support from the Management Team
• Lead regular Reception Team meetings, producing agendas and minutes
• Assist in the recruitment, induction and training of reception staff
• Perform regular catch ups with new staff during their probation period, with support from the Management Team if needed
• Support staff training and the implementation of practice policies and protocols
• Assist in annual appraisal of the Reception Team
• Provide ongoing training and support to existing Reception staff, identifying training needs as they arise
• Review, update and maintain the Reception Handbook
• Attend weekly Practice meetings as appropriate
• Oversee the alteration/cancellation of clinics and make alternative arrangements in an emergency
• Ensure accuracy of appointment bookings and bringing to the attention of the Practice Manager any excess pressure on bookings
• Ensure the waiting room is in a pleasant, tidy state
• Manage informal patient complaints received direct from the patient, escalating to the Patient Liaison Officer where needed
• Support in the management of repeat prescriptions, ensuring they are processed accurately and efficiently
• Review and update all reception policies and procedures as required
• Act as a chaperone as required
• Report IT issues to Trusted Technology Partnership as and when required
• Work on appropriate ad-hoc projects as and when required
• Take responsibility for own development and training needs, including induction programme and participation in practice training events and appraisal processes
• Ensuring that practice policies and procedures are followed and ensuring compliance with CQC Essential Standards of Care.
• Ensure all deliveries to the practice are handled appropriately, ensuring adherence to the cold chain policy as necessary
• Be instrumental in ensuring that both Enhanced Service and QOF achievements have been maximised
• Champion continuous improvement, encouraging staff to participate and make suggestions
• Attend any external meetings pertinent to this role

Person Specification

Experience

Essential

• Previous experience working in a GP practice or similar healthcare reception/administration environment
• Experience supervising or leading a team
• Excellent communication and interpersonal skills, with a calm and professional manner
• Strong organisational skills and ability to prioritise in a busy environment
• Confident using IT systems
• Ability to handle sensitive information confidentially and in line with data protection requirements
• A proactive, problem-solving approach and willingness to support colleagues

Desirable

• Experience with EMIS
• Knowledge of NHS General Practice processes, including appointment systems and repeat prescribing workflows
• Experience dealing with complaints and patient feedback

Employer details

Employer name: [Employer hidden — sign up to reveal]

Address: Fleming Avenue, North Baddesley, Southampton, Hampshire, SO52 9EP

Employer's website: https://www.northbaddesleysurgery.co.uk/

Employer contact details

For questions about the job, contact:

Deputy Practice Manager - Laura Elliott - [contact hidden]