Reception Supervisor

The post-holder is a Reception Supervisor.

To be responsible for the leadership and supervision of a team of receptionists, ensuring all reception duties are performed effectively and to the required standard, meeting the objectives of the organisation.

Support reception staff development, providing guidance and direction

Ensure that the reception team action all incoming emails, correspondence, and requests as necessary before the end of each working day.

Seek to resolve any day-to-day staff issues. If not possible, escalate to the Reception Manager for action

Induction and training of receptionists to agreed standards and ongoing review, ensuring staff are up to date with mandatory training

Support Reception Manager as and when required

Practice population: 11,500

Team: 3 Partners, 6 Salaried GPs, 1 Pharmacists, 1 Mental Health Practitioner, 1 Physiotherapist, 5 Practice Nurses, 3 HCA, 1 phlebotomist, 14 receptionists, 3 prescription advisors, 6 Admin

Clinical system:
Systm1

Training / Teaching practice

CQC Rated Good

High QOF achievement

Active member of our Primary Care Network with 5 practices

The following are the core responsibilities of the Reception Supervisor in delivering health services. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:

Support reception staff development, providing guidance and direction

Ensure that the reception team action all incoming emails, correspondence, and requests as necessary

Seek to resolve any day-to-day staff issues locally. If not possible, escalate to the Reception Manager team for action

Induction and training of receptionists to agreed standards and ongoing review, ensuring staff are up to date with mandatory training

Update receptionists HR records as necessary

On an ongoing basis gather data to ensure staffing levels are matched to demand.

Support in the production of practice rotas

Assist in maintain and monitor the practice appointment system

Deputise and support during periods of absence

Signpost patients to the correct service

Direct requests for information, i.e., DSAR, insurance/solicitors letters and DVLA forms to the administrative team

Input data into patients healthcare records as necessary

Manage all queries as necessary in an efficient manner

Accurately clinically code data into the patient record on the clinical system

Conduct system searches as requested

Ensure that documentation is correctly filed and photocopied as required

Undertake a broad spectrum of administrative duties commensurate with the role

Be an integral part of the general practice team

Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on safeguarding adults and safeguarding children

Support in the delivery of enhanced services and other service requirements

Undertake all mandatory training and induction programmes

Contribute to and embrace the spectrum of clinical governance

Maintain a clean, tidy, effective working area at all times

In addition to the primary responsibilities, the Lead Receptionist has the following wider responsibilities:

Use the principles of modern general practice to maximise opportunities for streamlining processes and improving the patient journey

Scan patient related documentation and attach scanned documents to patients healthcare records

Support health promotion and display promotional material on the allocated noticed boards and in the waiting room

Participate in local initiatives to enhance service delivery and patient care

To support in the management of repeat prescriptions, ensuring they are processed accurately and efficiently

Support and participate in shared learning

• Experience of customer service
• Experience of working in a healthcare setting
• Experience of leading a team
• Experience of administrative duties
• Excellent communication skills and effective in communicating and understanding patient needs
• Competent in the use of MS Office and Outlook
• Problem solver with the ability to process information accurately and effectively, interpreting…