Job Summary The Reception Supervisor will be responsible for the day to day operations of reception including management, co-ordi.....
Job Summary The Reception Supervisor will be responsible for the day to day operations of reception including management, co-ordination and supervision of the Reception team and associated functions including appointments, repeat prescribing and the clinical system. The post holder will be required to become qualified in all aspects of the Receptionist Role. They will also provide administrative support to the Management Team and will be responsible for managing the team of Receptionists through their further development by training. The Reception Supervisor will ensure all functions are carried out in accordance with agreed procedures, protocols and time-scales, and reporting to the operations manager as necessary. Job responsibilities Partnership Organise and Record rotas, availability, allocations and changes Organise duty rotas, co-ordinate leave requests Co-ordinate doctor availability Update appointments system for leave/duty changes Attend partners meetings, take minutes Continually assess and evaluate systems, recommending changes and improvements to the Operations Manager as appropriate Deal with more complex enquiries from patients Assist in implementation of changes within the practice and ensure staff are kept informed and engaged with communication of monthly meetings Patient Services Deal with day-to-day complaints in accordance with practice complaints procedure Co-ordinate doctors requests Ensure adequate staffing for patient services Organise flu clinics or extended services activities Deal with general telephone enquiries from patients and general public. Record requests for home visits Coordinate processes for repeat prescriptions (manually and computerised) Register new patients, including compilation of patient files Understanding of process and monitoring of patient notes for return to PCSE Make appointments for patient to see doctor, nurse and other clinical staff offered by with the practice Ensure reception area is maintained to safe and tidy. Management of Reception Team Induction and training of new reception/admin staff to agreed standards. Identify training needs through annual appraisals within members of the reception team Performance manage staff to agrees standards Maintain a motivated and productive workforce Provide induction training and ongoing reviews Ensure practice policies are followed and accurate records are kept, with particular reference to: appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths Staff rotas daily, weekends and bank holidays, to ensure that adequate staffing cover is maintained across all patient contact functions. Liaise with management team concerning staffing, organisation of work and performance. Liaise with other members of the primary health care team, outside agencies and practice volunteers as may be required Assist with Fire protocols Administration Ensure effective communication between all staff, keeping doctors and reception staff are kept up to date with any changes to in procedures. Assist with production and upkeep of practice procedures manual Manage paperwork systems, including post, internal and external Act as a central source of information for staff and patients Ensure adequate reception staffing levels, approve annual and other leave To organise cover between departments when required Attend staff meetings Ensure all reception tasks are carried out efficiently and to agreed standards Allocate work fairly & evenly to staff to ensure smooth running of practice systems Keep patients informed of any delays to appointment times. Information Technology Have a working knowledge of all software and hardware and know who to refer to with any issues Have a clear understanding of telephone systems, daytime and out of hours Have full understanding of appointment system and clinical rota Have a working knowledge of all software and hardware Maintain In Touch patient information system Deal with IT problems in the absence of the operations/business manager Train staff in use of system. Building Have a clear understanding of telephone systems, daytime and out of hours Assist with remodelling and room moves as required Understand security systems alarms & cameras. Information Ensure communication systems are running smoothly, and doctors and reception staff are kept fully informed of changes in procedures Assist with production and upkeep of practice procedures manual Manage paperwork systems, including post, internal and external Act as a central source of information. Other Tasks Deputise for Operations Manager when required. 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 implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include (but will not be limited to): Ensuring job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management. Maintaining an up-to-date knowledge of health and safety and infection control (statutory and best practice guidelines) and ensure implementation across the business 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 across the business Making effective use of training to update knowledge and skills, and initiate and manage the training of others Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiating remedial / corrective action where needed Actively identifying, reporting, and correcting health and safety hazards and infection hazards immediately when recognised Keeping own work areas and general / patient areas generally clean, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers Undertaking periodic infection control training (minimum annually) Routine management of own team / team areas, and maintenance of work space standards Demonstrate due regard for safeguarding and promoting the welfare of children. 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 recognises the importance of peoples 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 that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. 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 annual 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