Reception Supervisor- General Practice

Job Title:

Reception Supervisor

Dependent on experience

Practice Manager

Part time

Permanent (subject to satisfactory probation period)

Job Summary:

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

• To provide day-to-day support, leadership, and guidance for the practice reception and administration team, ensuring an efficient and professional manner is maintained and to provide cover to the reception team when needed.
• Ensure all reception and administration duties are completed to the highest standard.
• Monitor staff attendance, sickness absence and annual leave.
• To provide communications between patients, doctors and other staff.
• Support the Practice Manager in the recruitment and induction of all new reception and administration staff.
• Ensure cover and suitable contingency plans are in place for all leave, including unforeseen absence.
• Support the Practice Manager in the running of elements and/or services within the practice e.g. compliance with CQC, Health and Safety audits etc.
• Work with the Practice Manager and other members of the practice to identify areas for improvement and assist in change management where appropriate.
• Take responsibility for the recording of all home visit requests, ensuring that the home visiting protocol is followed.
• To undertake specific assigned tasks, project support, or development work which may arise during changes to the NHS.
• Manage and deal with day to day needs, difficulties and requirements of the partners and other clinical staff.
• To work closely with reception and clinical staff to ensure adequate cover and the smooth running of the practice, reporting any problems encountered to the relevant person.
• To be a point of contact for staff and patient queries and concerns.
• The greeting of patients, dealing with their enquiries in a courteous and polite manner.
• Dealing with patient complaints relating to front desk/reception services.
• Oversee and delegate daily tasks e.g. chasing missing test results and notes, unusual queries, following through patient queries, registration difficulties, etc.
• Making appointments and booking patients in for surgeries and clinics.
• Answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely.
• Contacting hospitals and various other agencies for results, appointments, booking, referrals and patient information.
• Making appointments: offering and arranging the appointments for doctors, helping to arrange clinics.
• Responding to and resolving all local IT issues where appropriate liaising with NHIS the CCG IT support/or others to resolve hardware and software issues.
• Setting up new members of staff in the clinical and other IT systems.
• Ensure the effective use of clinical systems, IT programmes and other systems used throughout the practice.
• Providing support and ensure training for current and new staff is carried out.
• Support practice secretaries in developing and maintaining effective call and recall systems for patient services and reviews.
• Training of staff on practice IT systems as necessary.
• To promote Equality and Diversity and Health and Safety in themselves.