Office Supervisor

Job description

Job responsibilities

Supervisory Role:

Induction and training of all new staff to agreed standards

Support reception staff development, providing guidance and direction, ensuring staff are up to date with any mandatory training in co-ordination with the practice secretary. Identify and provide training where required.

Ensure adequate staffing levels, approve annual and other leave, and organise rotas ensuring all functions are covered as required

Deal with more complex enquiries from patients including informal complaints relating to reception functions. To listen to patient complaints, making sure that they are addressed and dealt with appropriately.

Continually assess and evaluate systems and quality, recommending changes and improvements to the Practice Operations Manager as appropriate

Manage day to day issues that may arise within the team or with individuals

Regularly evaluate quality of individual and team performance

Lead Staff Huddles and maintain minutes.

Proactively monitoring activity on the practice appointment system to maximise appointment usage each day.

Support Alterations to the practice appointment system, during periods of clinical absence and to extend and modify the appointment books.

• Monitor and action all patients DNAs according to Practice policy. Run monthly report to display in the practice the number of DNAs for previous month.
• Responsible for reception, waiting rooms and consultation rooms upkeep and tidiness including leaflets, posters and notice boards.
• On a practice training day ensure that the telephone message is informing patients that we are closed for staff training, in advance of the training and on the day of training.
• Monitor workload of all administration staff, ensuring all tasks are completed and up to date.
• To assist with any IT issues that may arise in the practice, i.e. Printer problems, network issues, EMIS and Docman password resets, Setting up new logins for new staff etc. General Housekeeping of the systems i.e. inactivating logins for leavers etc.
• To attend quarterly PPG meetings i.e. at the practice or another local practice.
• To provide secretarial cover in the absence of the practice secretary.
• To oversee the registration of new patients, checking the Hub for signals and directing to a GP where appropriate, GP2GP and deduction of patients, out of area management.
• To provide handover at the end of the shift to operations manager, to ensure continuity to patient care.
• Stock checking any deliveries against delivery note, highlighting any issues with practice secretary within 24 hours.
• To undertake any other duties as may be determined from time to time to ensure the efficient running of the practice.

Reception Duties:

To greet patients in a friendly and courteous manner at all times.

To answer telephone calls in a polite and professional manner.

To make appointments for the doctors surgeries and nurses clinics using the Practice clinical information system

To ensure that surgeries and clinics run on time, making sure that the doctors and other clinicians are aware of their schedules.

To generate repeat prescription requests assisting patients with queries over new medication, drug names and generic products.

To open the post and distribute accordingly. .

To book outpatient appointments using the ERS system

To retrieve patients medical records for various clinics and surgeries.

To file patients records in the correct manner.

To check and update patients addresses, telephone numbers etc, on both manual and computerised records.

To scan all hospital correspondence accurately.

To create new patients medical records.

Culling & tagging of all new medical records

Path Links daily management of pathology results system.

To provide secretarial cover in the absence of the practice secretary.

Note summarising -entering patient histories from new medical records

Entering relevant information from Out of Hours doctor reports onto clinical system

Maintain and update patient priority lists.

To cover duties for other members of staff, this may arise in the case of absence, sickness and holidays.

Chaperone GP if required.

To ensure that the surgery in which you are working is left secure after use at all times during your work hours and ensuring Practice premises and perimeters are left secure at the end of the day.

To ensure that strict confidentiality protocols are adhered to.

To greet patients in a friendly and courteous manner at all times.

To make appointments for the doctors surgeries and nurses clinics using the Practice clinical information system

To book outpatient appointments using the ERS system

To check and update patients addresses, telephone numbers etc, on both manual and computerised records.

To scan all hospital correspondence accurately.

To create new patients medical records.

Path Links daily management of pathology results system.

Monitor and action all patients DNAs according to Practice policy.

Entering relevant information from Out of Hours doctor reports onto clinical system

To cover duties for other members of staff, this may arise in the case of absence, sickness and holidays.

Chaperone GP if required.

To ensure that the surgery in which you are working is left secure after use at all times during your work hours and ensuring Practice premises and perimeters are left secure at the end of the day.

To ensure that strict confidentiality protocols are adhered to.

Attending and contributing to practice meetings.

To attend training sessions on behalf of the practice as required.

To comply with health & safety procedures and report any areas of concern to the Practice Manager.

Opening and securing of premises when required

Effort & Environment

Use of PC on a daily basis requiring a high level of concentration for speed and accuracy.

Receives highly sensitive and confidential information from patients and Practice staff.

Requires main proportion of time sitting but some degree of standing and walking.

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, to 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

Reporting potential risks identified.

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.

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.

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.

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 audit where appropriate.

This job description reflects the current main organisational priorities for the post. In the context of rapid change taking place within the NHS/Practice, these priorities will develop and change in consultation with the post holder in line with service business needs and priorities

Person Specification

Qualifications

Essential

• Essential: Excellent verbal and written communicator, confidentiality, computer literacy, good telephone skills, flexible approach to work, holiday cover, show sensitivity, tact and diplomacy.

Desirable

• Desirable: Experience of working in an environment with direct contact with the public. Secretarial typing skills

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.

Employer details

Employer name

Poplars Medical Practice

Address

202 Partington Lane

Swinton

Salford

Greater Manchester

M27 0NA

Employer's website

https://www.thepoplarsmedicalcentre.co.uk/ (Opens in a new tab)