Care co-ordinating reception supervisor

Care co-ordinating reception supervisor

Job summary

A vacancy has arisen for a caring, self-motivated, and enthusiastic experienced receptionist who is keen to take the next step in their career and lead our Care Navigation Team. We are seeking someone who can promote a positive image, is able to lead by example, and ideally have past NHS reception experience and a previous knowledge of EMIS and how general practice operates.

Main duties of the job

The successful candidate will be responsible for the day-to-day supervision of the reception team. They will ensure the smooth and efficient running of reception, developing reception procedures and protocols and ensuring the reception team have the required training and knowledge to be able to do their jobs effectively.

The role requires the expertise of good communication and organisational skills. The reception manager will need to demonstrate the ability to work alone using their own initiative, as well as within the framework of a team. They will be an ambassador for the surgery, promoting a harmonious and professional atmosphere in this fast-paced public facing role.

About us

The Corner Surgery is a busy, established GP surgery with a good CQC rating serving around 5000 patients. This will be a new role for the Practice and the successful candidate will join an established team putting excellent, safe patient care at the heart of everything they do.

Job description

JOB RESPONSIBILITIES

Responsible for the day-to-day supervision of all reception staff and associated processes. Ensure all processes are carried out in accordance with agreed procedures, protocols, and timescales. They will be a point of contact / support for clinicians and junior doctors / trainees.

The following are the core responsibilities of the reception manager. There may be on occasion, a requirement to carry out other tasks dependant on staffing levels and workload.

Supervisory Role

• Induction and training of all new reception staff to agreed standards.
• Line managing all the reception team, supporting development, providing guidance and direction.
• Monitor workload across the reception team and check daily that key areas have been actioned and completed.
• Oversee e-learning of all reception staff.
• Ensure adequate staffing levels, approve annual leave and other leave, and organise rotas.
• Deal with more complex enquiries from patients including informal complaints relating to reception functions.
• Continually assess and evaluate systems and quality, recommending changes and improvements to the management team as appropriate.
• Manage day to day issues that may arise within the team or with individuals.
• Regularly evaluate quality of individual and team performance.
• Support the annual reception staff appraisals, leading where necessary.
• Acting as a focal point for the practice.
• Ensure that the appointment system is correctly utilised and effectively managed to maximum capacity.
• Instigate and hold monthly reception team meetings, listen, and respond to issues raised by the team.
• Managing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary.
• Act as a building fire marshal, ensuring fire alarm and emergency lighting tests are carried out in accordance with practice protocol.
• Ensure that the visitors log is used appropriately.
• Ensure that the reception working space is tidy: stationery and forms are up to date and equipment is in working order. Ensure that all posters in reception and the waiting room are up to date.
• Check that the cold chain, defibrillator and oxygen checks are carried out daily.
• Monitor and manage appropriate appointment bookings.
• Coordinate and organise the Patient Participation Group, liaising with the group members and ensuring the agenda and minutes are completed.
• Deal with IT problems, liaising with our local IT services.
• Actively participate in the recruitment process of new members of the reception team.
• Assist the assistant manager and practice manager with the compilation of the staff memo.
• Monitor and communicate with the patients who have moved out of the practice catchment area.
• Undertake stock control of the emergency medicines, ensuring all out of date medicines are disposed of and replenished when necessary.

Reception Duties

• The reception manager must have the flexibility to be able to cover reception when required in times of annual leave or sick leave.
• Deal with general telephone enquiries from patients and general public.
• Book appointments and home visits, ensuring that patients are offered the most appropriate appointment for their need.
• Cancel and rearrange appointments when necessary.
• Process requests for prescriptions and liaise with the pharmacy team.

Secondary Responsibilities

In addition to the primary responsibilities, the reception manager may be requested to:

• Take part in audits as directed by the practice manager or Partners.
• Assist with QOF or LQC targets.
• Assist with seasonal health campaigns.
• Deputise for the assistant manager / practice manager during periods of absence.

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

NOTE: The job description and person specification may be amended following consultation with the post holder to facilitate the development of the role, the organisation, and the individual.

This position is also advertised on NHS jobs - Reference No: A1917-24-0000 

If you are interested in the position please hand in your C.V for the attention of Dawn Nicholson or email it to gp.n84613@nhs.net.

Closing date 21st April 2024.