Job summary
We are a large GP practice. We have 4 Partners, 3 salaried GPs an ACP and 5 Nurses. Woodside Medical Centre would like to appoint a dynamic forward-thinking Reception Supervisor to manage our reception team in a busy fast-paced GP surgery, based in Tile Hill Coventry. You will need to be available to work during the core hours of 07.45am - 6.45pm Mon - Fri. If you are unable to work during these hours then please do not apply. The position is full time (37.5 hours a week) only which will include working until 6.30/6.45pm on two evenings a week.
OPTION 1 TOTAL 37.50 HOURS -Monday 7.45 3.45 (7.50 hrs) 30 minute break,Tuesday 9.45 6.45 (8.50 hrs) 30 minute break,Wednesday 8.00 2.00 (5.75 hrs) 15 minute break only,Thursday 10.30 4.30 (5.75 hrs) 15 minute break only,Friday 8.00 - 6.30 (10.00 hrs) 30 minute break
OR
OPTION 2 - TOTAL 37.50 HOURS -Monday 7.45 4.00 (7.75 hrs) 30 minute break, Tuesday 8.00 6.45 (9.75 hrs) 30 minute break, Wednesday 10.30 6.30 (7.50 hours) 30 minute break, Thursday 7.45 3.00 (6.75 hours) 30 minute break, Friday 8.00 1.45 (5.75 hours) No break
Applicants MUST have previous supervisory experience and flexibility to their approach to working hours to meet the needs of the service. Salary is AfC top of Band 3 (£24,336 per annum WTE) progressing to Band 4. A Band 4 salary (£25,147-£27,596 WTE) will be considered providing the successful candidate can demonstrate experience in Appraisals and other Band 4 related tasks within their 6-month probationary period
Main duties of the job
The Reception Supervisor organises, oversees, schedules and develops the work of the reception team which comprises of 10 members of staff. The Supervisor will need to demonstrate the ability to balance the demands of the practice against patient needs whilst performing to a high standard. The ideal candidate will be required to lead by example, create, maintain and develop an efficient and effective team. You will oversee staff rotas, training and development as well ensure that the reception runs smoothly. You must be able to demonstrate an excellent level of communication between all staff and patients.
This is a fast-paced role and requires excellent organisational skills which are essential to this position.
About us
Friendly fast-paced GP Surgery
We offer the following benefits -
Free staff parking
Free uniform
Option to join the NHS Pension
Day off for your birthday each year
Excellent holiday entitlement which increases with years of service
Hours of work - Please state which option you prefer (see hours above) on your CV.
Job description
Job responsibilities
Reception
Lead:
- Manage and oversee any changes to services offered to our patients
- To be
first point of contact for sick leave in reception. Arrange cover and update
the rota
- Create
Reception Rotas at least one month in advance
- Monitor
Reception overtime, check this before passing on the Assistant Practice
Manager
- To
oversee the booking of annual leave in reception To be included in
covering when necessary
- Ensure
there is adequate cover in reception at all times
- Work with
the Assistant Practice Manager to improve working relationships in
reception
- Deal with
any patient complaints as a first point of contact (non clinical)
- Oversee
workload in reception and encourage the team to help each other when
appropriate
- Deal with
problems in reception wherever possible, but liaise with the Assistant
Practice Manager when necessary
- With the
Assistant Practice Manager, undertake reviews for new Reception staff
(Probationary Meetings)
- Work in
reception 5 days per week (37.5 hours per week)
- Cover reception duties
- Carry out
the Induction Training Timetable as per Assistant Practice Manager
requirements
- Carry out
reception staff appraisals on an annual basis and action as appropriate
Reception Duties to be overseen
- Ensure staff are logged into their workstations in time for the
start of their shift. Ensure that workstation information packs are kept up to date at all times
- Ensure that results are being transmitted successfully into the
clinical system (EMIS)
- Liaise with the clinical software team if there are problems on
the computer system Also liaise with IT
- Ensure the prescription requests are being actioned from the
email system and print off where appropriate
- Inform Assistant Practice Manager if you are aware of stationery
supplies running low
- Oversee the opening and distribution of mail in a timely manner and forward for
scanning as appropriate Ensuring that staff are fully trained in this
area
- Ensure prescriptions are filed in chronological order
- Oversee the distribution of emails and ensure that the patient
contact forms via our website are actioned appropriately on a regular
basis throughout the day
- Monitor the Reception To Do Tray
- Receive and direct patients in a friendly manner
- Oversee the receiving and direction of visitors to the surgery
in a friendly manner, ensuring that they sign visitors book on arrival and
when they leave
- Oversee the telephone system, ensuring all members of staff are
available and signed in to answer the calls
- Answer the telephone within five rings and deal with the call
appropriately
- Take and record messages appropriately, ensuring that these are
initialled
- Ensure visits are dealt with promptly and according to practice
procedures.
- Ensure there are no calls in the queue before logging off at the end of the evening
- Report any matters affecting Health and Safety to the Assistant
Practice Manager
- Report and Monitor any faults reported to the Estates Team
Housekeeping duties:
- Ensure that the consulting rooms are tidy and clean
Education:
- Attend training sessions appropriate to your post, as
instructed by the Assistant Practice Manager
General:
- Participate in annual reviews and work to achieve agreed
personal objectives
- Attend regular Staff and Management meetings, type and distribute
minutes as and when required.
- Hold regular mini reception meetings
- Comply with health and safety legislation, promoting high
standards and acting immediately on hazards or unsafe practices in
conjunction with other staff and the Assistant Practice Manager/Business
Manager
- Provide cover for the work of colleagues during periods of
absence or peak workloads
- Ensure that the Practice Standards are maintained and monitored
to improve the quality and total care to all who come into contact with
services provided by Woodside Medical Centre
- Undertake any other tasks commensurate within the nature and
grade of the post as allocated by the Assistant Practice Manager/Business
Manager
- Undergo Fire Marshall Training to be able to assist in the evacuation procedure should the fire alarms sound
Information Governance/GDPR:
- The Practice has an Information
Governance Policy and training is given to staff during their induction
period. Updates and refresher
training is provided on a regular basis.
It is important that all staff understand the importance of
compliance as non-compliance could lead to disciplinary procedures.
- GDPR: Ensure that GDPR Guidelines are
adhered to at all times
Job description
Job responsibilities
Reception
Lead:
- Manage and oversee any changes to services offered to our patients
- To be
first point of contact for sick leave in reception. Arrange cover and update
the rota
- Create
Reception Rotas at least one month in advance
- Monitor
Reception overtime, check this before passing on the Assistant Practice
Manager
- To
oversee the booking of annual leave in reception To be included in
covering when necessary
- Ensure
there is adequate cover in reception at all times
- Work with
the Assistant Practice Manager to improve working relationships in
reception
- Deal with
any patient complaints as a first point of contact (non clinical)
- Oversee
workload in reception and encourage the team to help each other when
appropriate
- Deal with
problems in reception wherever possible, but liaise with the Assistant
Practice Manager when necessary
- With the
Assistant Practice Manager, undertake reviews for new Reception staff
(Probationary Meetings)
- Work in
reception 5 days per week (37.5 hours per week)
- Cover reception duties
- Carry out
the Induction Training Timetable as per Assistant Practice Manager
requirements
- Carry out
reception staff appraisals on an annual basis and action as appropriate
Reception Duties to be overseen
- Ensure staff are logged into their workstations in time for the
start of their shift. Ensure that workstation information packs are kept up to date at all times
- Ensure that results are being transmitted successfully into the
clinical system (EMIS)
- Liaise with the clinical software team if there are problems on
the computer system Also liaise with IT
- Ensure the prescription requests are being actioned from the
email system and print off where appropriate
- Inform Assistant Practice Manager if you are aware of stationery
supplies running low
- Oversee the opening and distribution of mail in a timely manner and forward for
scanning as appropriate Ensuring that staff are fully trained in this
area
- Ensure prescriptions are filed in chronological order
- Oversee the distribution of emails and ensure that the patient
contact forms via our website are actioned appropriately on a regular
basis throughout the day
- Monitor the Reception To Do Tray
- Receive and direct patients in a friendly manner
- Oversee the receiving and direction of visitors to the surgery
in a friendly manner, ensuring that they sign visitors book on arrival and
when they leave
- Oversee the telephone system, ensuring all members of staff are
available and signed in to answer the calls
- Answer the telephone within five rings and deal with the call
appropriately
- Take and record messages appropriately, ensuring that these are
initialled
- Ensure visits are dealt with promptly and according to practice
procedures.
- Ensure there are no calls in the queue before logging off at the end of the evening
- Report any matters affecting Health and Safety to the Assistant
Practice Manager
- Report and Monitor any faults reported to the Estates Team
Housekeeping duties:
- Ensure that the consulting rooms are tidy and clean
Education:
- Attend training sessions appropriate to your post, as
instructed by the Assistant Practice Manager
General:
- Participate in annual reviews and work to achieve agreed
personal objectives
- Attend regular Staff and Management meetings, type and distribute
minutes as and when required.
- Hold regular mini reception meetings
- Comply with health and safety legislation, promoting high
standards and acting immediately on hazards or unsafe practices in
conjunction with other staff and the Assistant Practice Manager/Business
Manager
- Provide cover for the work of colleagues during periods of
absence or peak workloads
- Ensure that the Practice Standards are maintained and monitored
to improve the quality and total care to all who come into contact with
services provided by Woodside Medical Centre
- Undertake any other tasks commensurate within the nature and
grade of the post as allocated by the Assistant Practice Manager/Business
Manager
- Undergo Fire Marshall Training to be able to assist in the evacuation procedure should the fire alarms sound
Information Governance/GDPR:
- The Practice has an Information
Governance Policy and training is given to staff during their induction
period. Updates and refresher
training is provided on a regular basis.
It is important that all staff understand the importance of
compliance as non-compliance could lead to disciplinary procedures.
- GDPR: Ensure that GDPR Guidelines are
adhered to at all times
Person Specification
Qualifications
Essential
- Grade A - C in Maths and English
- NVQ (or equivalent) in Computer skills
- Basic First Aid Skills (this can be arranged)
Desirable
- NVQ (or equivalent) in Customer Services
Experience
Essential
- You must have experience in working within a customer faced role, ideally within the NHS. Extensive Customer Services knowledge is essential as is previous Reception experience
- MUST have the following skills and be able to demonstrate these at interview
- Good interpersonal skills previous experience of staff
- management and effective delegation of tasks
- Good written and verbal communication skills
- Effective organisational skills
- Able to accept advice where appropriate and act constructively
- Problem solving skills
- Able to prioritise own workload
- Able to work on own initiative within boundaries of role
- Team working skills able to demonstrate understanding of the
- importance of working as part of a team
- Good level of I.T. skills
- Able to motivate and lead a team
Desirable
- Ideally have worked in General Practice or the NHS before
- Used the EMIS clinical system
- Experience in staff appraisals (Pay scale will reflect this)
Attribues
Essential
- Commitment to high standards work
- Ability to work under pressure
- Reliable, adaptable and flexible
- Motivated
- Flexibility with regard to working hours
- Attention to detail
- Proactive
- Eager to develop new skills to meet the needs of the Practice
- Population
- Responds well to change and keen to develop systems that help
- make the surgery more efficient
Person Specification
Qualifications
Essential
- Grade A - C in Maths and English
- NVQ (or equivalent) in Computer skills
- Basic First Aid Skills (this can be arranged)
Desirable
- NVQ (or equivalent) in Customer Services
Experience
Essential
- You must have experience in working within a customer faced role, ideally within the NHS. Extensive Customer Services knowledge is essential as is previous Reception experience
- MUST have the following skills and be able to demonstrate these at interview
- Good interpersonal skills previous experience of staff
- management and effective delegation of tasks
- Good written and verbal communication skills
- Effective organisational skills
- Able to accept advice where appropriate and act constructively
- Problem solving skills
- Able to prioritise own workload
- Able to work on own initiative within boundaries of role
- Team working skills able to demonstrate understanding of the
- importance of working as part of a team
- Good level of I.T. skills
- Able to motivate and lead a team
Desirable
- Ideally have worked in General Practice or the NHS before
- Used the EMIS clinical system
- Experience in staff appraisals (Pay scale will reflect this)
Attribues
Essential
- Commitment to high standards work
- Ability to work under pressure
- Reliable, adaptable and flexible
- Motivated
- Flexibility with regard to working hours
- Attention to detail
- Proactive
- Eager to develop new skills to meet the needs of the Practice
- Population
- Responds well to change and keen to develop systems that help
- make the surgery more efficient
