Job summary
We are looking for an enthusiastic, motivated and proactive candidate to join our team as Reception Supervisor.
The successful candidate will need to provide a first-class level of Reception/Customer Service to our patients and lead the reception team. We will expect them to enjoy working in a busy reception environment and be prepared to go the extra mile.
The role is rewarding but can be demanding so we are looking for someone who is confident, has excellent communication skills, is highly organised and good at multi-tasking.
The successful candidate must be computer literate and have a flexible approach to working.
The job will be 30 - 37.5 hours per week Monday to Friday with shifts to be agreed between 7:45am - 6:30 with flexibility to work till 8pm on a Wednesday when required. The shifts will primarily be based at our New Mills site but may include some shifts at our Hayfield branch.
If you are interested in applying for this role please complete the online application form. The preferred method of application is through the NHS jobs website, however if you are unable to use this system, then we would also be able to accept CV application emailed to the practice.
Main duties of the job
The successful candidate will be responsible for overseeing
the daily running of reception and supporting the reception team to deliver a high-quality
and efficient service to patients. The role will involve leading the reception
team through changes which are necessary for the Practice to respond to changes
within the business and wider NHS.
The Reception Supervisor role is pivotal to the way the Practice
works and will involve liaising closely with the wider team including the
Practice Manager, Partners, administrative and clinical staff ensuring that there
is strong communication and collaborative working.
About us
Sett Valley Medical Centre is a semi-rural 3 partner practice caring for around 10,000 patients, situated in the High Peak of Derbyshire, on the edge of the Peak District National Park, close to Stockport with excellent road and rail links to Manchester.
We are based in a purpose-built surgery, with an outstanding CQC grading, and our ethos is to deliver high-quality medical care through our comprehensive, highly skilled team members.
We have a strong and active patient participation group, and good community health care links. The surgery is paper light and uses EMIS Web.
Job description
Job responsibilities
Reception supervisor job description
Supervisory
- Oversee the smooth running of
reception by working within KPIs
- Ensure the timely completion
of reception tasks by the reception team in line with KPIs including, but not
limited to, prescription requests, reception tasks, footfall, reception emails
- Ensure prescription and
prescription paper security for the practice following practice policy
- Deal with and keep a record of
patient complaints and concerns raised and escalate as required
- Participate in a weekly
meeting with the practice manager
- Keep the reception team up to
date with changes
- Empower receptionists to deal
with a range of queries
- Oversee the day to day
appointment system and monitor usage
- Perform all reception duties
- Promote research projects that
the practice is participating in
- Oversee the registration of
new patients and patient record transfers
- Oversee the maintenance of
stock levels for areas delegated to the reception team
- Oversee keeping the
information in the waiting room up to date, accurate and appropriate, liaising
with the assistant practice manager about the timetable for health promotion
- Promote online access through
the NHS APP
- Ensure strong care navigation
by the reception team utilising the PCN and external services in line with
guidance
- Liaise with peers in the PCN
- Attend PPG meetings as
required
- Deputise for management as
necessary
- Maintain a good working
environment and culture in line with the practice visions and values
- Link reception to the wider
team
- Consider the impact that
reception processes have on the wider team
- Implement changes with a
positive approach
- Have a good understanding of
the services provided by the practice and PCN
by different roles within the practice and PCN
Staffing
- Complete the reception rotas
at least 4 weeks in advance liaising with other members of the team about the
room rotas for Hayfield opening
- Participate in staff
appraisals
- Provide cover for Practice
Manager and Assistant Practice manager, completing return to work interviews on
the first day of staff returning to work following short term sickness of up to
1 week escalating any issues, themes or trigger points to the practice
manager
- Training the reception team in
line with practice policies and procedures
- Oversee the e-learning for the
reception team 100% compliance
- Oversee reception annual
leave, TOIL and overtime in line with practice policy and ensuring sufficient
cover
- Evaluate and monitor the
quality of individual and the teams performance against KPIs
- Challenge poor performance and
provide constructive feedback and support
- Participate in staff
recruitment as required
- Support whole team wellbeing
- Have a good understanding of
HR and employment law requirements relating to line management, with support
from the practice manager
Administrative
- Support with premises
maintenance
- Work to enhanced services
targets
- Assist with and oversee contacting
patients via the most appropriate means of communication to book appointments
as identified by the clinical team or through the clinical system, promoting
patient wellbeing and safety.
- Oversee dealing with patient
queries relating to private work and SARS where documented
- Oversee the practice phone
system, ensuring that messages are kept up to date, practice closures are
included on the system, staff logins are created and disabled as staff start
and leave
Governance
- Maintain high levels of health
and safety for the reception and wider team including but not limited to;
DSE, first aid, slips, trips and falls, lone workers, waste management
- Raise significant events and
conduct investigations with support from other members of the team where
appropriate
- Maintain high information
governance and data protection procedures within reception at all times
- Ensure that reception
processes are in line with contractual requirements, services specifications
and other guidance
Any other reasonable request asked by management
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 assist in promoting and maintaining 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:
- 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
- Making effective
use of training to update knowledge and skills
- Using
appropriate infection control procedures, maintaining work areas in a tidy and
safe way and free from hazards
- Actively
reporting health and safety hazards and infection hazards immediately when
recognised
- Keeping own work
areas and general patient areas generally clean, assisting in the maintenance
of general standards of cleanliness consistent with the scope of the job
holders role
- Undertaking
periodic infection control training
- Reporting
potential risks identified
- Demonstrate due
regard for safeguarding and promoting the welfare of children and adults
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 which is welcoming to and of the individual, is non-judgmental and
respects their circumstances, feelings priorities and rights
Quality
The
post-holder will strive to maintain quality within the practice, and will:
- Alert other team
members to issues of quality and risk
- Assess own
performance and take accountability for own actions, either directly or under
supervision
- Contribute to
the effectiveness of the team by reflecting on own and team activities and
making suggestions on ways to improve and enhance the teams performance
- Work effectively
with individuals in other agencies to meet patients needs
- Effectively
manage own time, workload and resources
Professional
development
The
post-holder will participate in any training program implemented by the
practice as part of this employment, 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
Communication
The
post-holder should recognise the importance of effective communication within
the team and will strive to:
- Communicate
effectively with other team members
- Communicate
effectively with patients and carers
- Recognise
peoples needs for alternative methods of communication and respond accordingly
Contribution to
the Implementation of Services
The
post-holder will:
- Apply practice
policies, standards and guidance
- Discuss with
other members of the team how the policies, standards and guidelines will
affect own work
- Participate in
audits where appropriate
Job description
Job responsibilities
Reception supervisor job description
Supervisory
- Oversee the smooth running of
reception by working within KPIs
- Ensure the timely completion
of reception tasks by the reception team in line with KPIs including, but not
limited to, prescription requests, reception tasks, footfall, reception emails
- Ensure prescription and
prescription paper security for the practice following practice policy
- Deal with and keep a record of
patient complaints and concerns raised and escalate as required
- Participate in a weekly
meeting with the practice manager
- Keep the reception team up to
date with changes
- Empower receptionists to deal
with a range of queries
- Oversee the day to day
appointment system and monitor usage
- Perform all reception duties
- Promote research projects that
the practice is participating in
- Oversee the registration of
new patients and patient record transfers
- Oversee the maintenance of
stock levels for areas delegated to the reception team
- Oversee keeping the
information in the waiting room up to date, accurate and appropriate, liaising
with the assistant practice manager about the timetable for health promotion
- Promote online access through
the NHS APP
- Ensure strong care navigation
by the reception team utilising the PCN and external services in line with
guidance
- Liaise with peers in the PCN
- Attend PPG meetings as
required
- Deputise for management as
necessary
- Maintain a good working
environment and culture in line with the practice visions and values
- Link reception to the wider
team
- Consider the impact that
reception processes have on the wider team
- Implement changes with a
positive approach
- Have a good understanding of
the services provided by the practice and PCN
by different roles within the practice and PCN
Staffing
- Complete the reception rotas
at least 4 weeks in advance liaising with other members of the team about the
room rotas for Hayfield opening
- Participate in staff
appraisals
- Provide cover for Practice
Manager and Assistant Practice manager, completing return to work interviews on
the first day of staff returning to work following short term sickness of up to
1 week escalating any issues, themes or trigger points to the practice
manager
- Training the reception team in
line with practice policies and procedures
- Oversee the e-learning for the
reception team 100% compliance
- Oversee reception annual
leave, TOIL and overtime in line with practice policy and ensuring sufficient
cover
- Evaluate and monitor the
quality of individual and the teams performance against KPIs
- Challenge poor performance and
provide constructive feedback and support
- Participate in staff
recruitment as required
- Support whole team wellbeing
- Have a good understanding of
HR and employment law requirements relating to line management, with support
from the practice manager
Administrative
- Support with premises
maintenance
- Work to enhanced services
targets
- Assist with and oversee contacting
patients via the most appropriate means of communication to book appointments
as identified by the clinical team or through the clinical system, promoting
patient wellbeing and safety.
- Oversee dealing with patient
queries relating to private work and SARS where documented
- Oversee the practice phone
system, ensuring that messages are kept up to date, practice closures are
included on the system, staff logins are created and disabled as staff start
and leave
Governance
- Maintain high levels of health
and safety for the reception and wider team including but not limited to;
DSE, first aid, slips, trips and falls, lone workers, waste management
- Raise significant events and
conduct investigations with support from other members of the team where
appropriate
- Maintain high information
governance and data protection procedures within reception at all times
- Ensure that reception
processes are in line with contractual requirements, services specifications
and other guidance
Any other reasonable request asked by management
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 assist in promoting and maintaining 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:
- 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
- Making effective
use of training to update knowledge and skills
- Using
appropriate infection control procedures, maintaining work areas in a tidy and
safe way and free from hazards
- Actively
reporting health and safety hazards and infection hazards immediately when
recognised
- Keeping own work
areas and general patient areas generally clean, assisting in the maintenance
of general standards of cleanliness consistent with the scope of the job
holders role
- Undertaking
periodic infection control training
- Reporting
potential risks identified
- Demonstrate due
regard for safeguarding and promoting the welfare of children and adults
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 which is welcoming to and of the individual, is non-judgmental and
respects their circumstances, feelings priorities and rights
Quality
The
post-holder will strive to maintain quality within the practice, and will:
- Alert other team
members to issues of quality and risk
- Assess own
performance and take accountability for own actions, either directly or under
supervision
- Contribute to
the effectiveness of the team by reflecting on own and team activities and
making suggestions on ways to improve and enhance the teams performance
- Work effectively
with individuals in other agencies to meet patients needs
- Effectively
manage own time, workload and resources
Professional
development
The
post-holder will participate in any training program implemented by the
practice as part of this employment, 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
Communication
The
post-holder should recognise the importance of effective communication within
the team and will strive to:
- Communicate
effectively with other team members
- Communicate
effectively with patients and carers
- Recognise
peoples needs for alternative methods of communication and respond accordingly
Contribution to
the Implementation of Services
The
post-holder will:
- Apply practice
policies, standards and guidance
- Discuss with
other members of the team how the policies, standards and guidelines will
affect own work
- Participate in
audits where appropriate
Person Specification
Qualifications
Essential
- Good level of secondary education
- ECDL qualification or equivalent experience
- Evidence of continued professional development
Desirable
- Medical terminology certificate
- Information governance certificate
Experience
Essential
- Experience of working in a GP practice for a minimum of 2 years
- Experience of working in a busy customer service role
- Strong IT skills
- Strong interpersonal and communication skill
- Ability to work independently and as part of a team
- Good time management skills
- Full, clean driving licence with use of own car
Desirable
- Experience in a similar role
- Supervisory experience
- Experience of working with Emis Web
Person Specification
Qualifications
Essential
- Good level of secondary education
- ECDL qualification or equivalent experience
- Evidence of continued professional development
Desirable
- Medical terminology certificate
- Information governance certificate
Experience
Essential
- Experience of working in a GP practice for a minimum of 2 years
- Experience of working in a busy customer service role
- Strong IT skills
- Strong interpersonal and communication skill
- Ability to work independently and as part of a team
- Good time management skills
- Full, clean driving licence with use of own car
Desirable
- Experience in a similar role
- Supervisory experience
- Experience of working with Emis Web
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.