Urban Village Medical Practice

Reception Supervisor

Information:

This job is now closed

Job summary

This will be a shared supervisory role with our current reception supervisor. To be responsible for the efficient supervision and direction of the reception team, ensuring all reception duties are performed effectively and to the required standard, meeting the objectives of the practice. Support the management team in promoting ED&I, SHEF, Quality & CI, Confidentiality, Collaborative Working, Service Delivery, Learning and Development and carry out other duties as directed by the management team.

The reception supervisor will also undertake reception duties as part of the role, supporting the administrative team in delivering a polite and professional service to the entitled patient population.

Main duties of the job

If you have experience of working in primary care and have excellent customer service skills then you could be the person for us. We will provide training and development for the right candidate to enable this new post to become successful.

We are currently looking at skill-mix within the different teams and we are keen to enhance our workforce to support the ever growing demand within general practice. We have a reception supervisor in post already but with the practice patient population growing rapidly we are keen to expand our team.

About us

Urban Village Medical Practice is a CQC 'outstanding' practice that offers a high quality range of primary care services for a diverse population, with a focus on inclusion and equality.

We have a growing list size of 14,000 patients and our clinical team consists of 5 GP partners, several salaried GPs, 3 x practice nurses, 2 x specialist nurses and 2 x health care assistants. Our supportive admin team includes a business manager, operational manager, reception supervisor and a great team of administration staff.

As an organisation, we are committed to creating and fostering a culture that promotes safeguarding and the welfare of all children and adults at risk. Our safer recruitment practices support this by ensuring that there is a consistent and thorough process of obtaining, collating, analysing and evaluating information from and about candidates to ensure that all persons appointed are suitable to work with our children and adults.

If you are self-motivated, with lots of enthusiasm and a strong team work ethic then please apply.

Hours of work will be between 8am-18:30pm, Saturdays will also be a requirement as and when needed.

Details

Date posted

13 June 2022

Pay scheme

Other

Salary

£26,053 a year

Contract

Permanent

Working pattern

Full-time

Reference number

A3229-22-2807

Job locations

Urban Village Medical Practice

Old Mill Street

Manchester

M4 6EE


Job description

Job 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.

The reception supervisor is responsible for:

a. Overseeing the reception services of the practice, ensuring staff achieve their primary responsibilities

b. Induction and training of all new staff to agreed standards

c. Supervising all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training

d. Identify and deliver team training where required

e. Develop, implement and embed efficient reception processes and procedures to adhere to extant legislation

f. Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary

g. Act as a focal point for communication, advising reception and administrative staff on methods of communication and best practice

h. Compiling reception staff rotas

i. Reviewing and updating all reception procedures as required

j. Oversee e-learning of all reception staff

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

l. Deal with more complex enquiries from patients including informal complaints relating to reception functions

m. Continually assess and evaluate systems and quality, recommending changes and improvements to the operations manager as appropriate

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

o. Monthly 1-2-1 reviews with all reception staff

Reception Duties

a. Process and effectively signpost patients to the appropriate healthcare professional, depending on the presenting condition

b. Answer incoming phone calls, transferring calls or dealing with the caller’s requests appropriately

c. Process patient requests for appointments via footfall and incoming phone calls

d. Provide an excellent standard of customer service on the reception desk

e. Initiate contact with, and respond to, requests from patients, team members and external agencies

f. Enter read-code data on Emis Web

g. Data entry of new and temporary registrations and relevant patient information as required

h. Input data into the patients’ healthcare records as necessary

i. Direct requests for information e.g., SAR, insurance/solicitors’ letters and DVLA forms to the relevant administrative team

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

k. Monitor and maintain the reception area and noticeboards

l. Support all clinical staff with general tasks as requested

Job description

Job 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.

The reception supervisor is responsible for:

a. Overseeing the reception services of the practice, ensuring staff achieve their primary responsibilities

b. Induction and training of all new staff to agreed standards

c. Supervising all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training

d. Identify and deliver team training where required

e. Develop, implement and embed efficient reception processes and procedures to adhere to extant legislation

f. Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary

g. Act as a focal point for communication, advising reception and administrative staff on methods of communication and best practice

h. Compiling reception staff rotas

i. Reviewing and updating all reception procedures as required

j. Oversee e-learning of all reception staff

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

l. Deal with more complex enquiries from patients including informal complaints relating to reception functions

m. Continually assess and evaluate systems and quality, recommending changes and improvements to the operations manager as appropriate

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

o. Monthly 1-2-1 reviews with all reception staff

Reception Duties

a. Process and effectively signpost patients to the appropriate healthcare professional, depending on the presenting condition

b. Answer incoming phone calls, transferring calls or dealing with the caller’s requests appropriately

c. Process patient requests for appointments via footfall and incoming phone calls

d. Provide an excellent standard of customer service on the reception desk

e. Initiate contact with, and respond to, requests from patients, team members and external agencies

f. Enter read-code data on Emis Web

g. Data entry of new and temporary registrations and relevant patient information as required

h. Input data into the patients’ healthcare records as necessary

i. Direct requests for information e.g., SAR, insurance/solicitors’ letters and DVLA forms to the relevant administrative team

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

k. Monitor and maintain the reception area and noticeboards

l. Support all clinical staff with general tasks as requested

Person Specification

Experience

Essential

  • Experience of working with the general public
  • Experience of administrative duties
  • Experience of working in a health care setting
  • Experience of leading / managing a team

Desirable

  • Experience of providing appraisal writing and staff development

Qualifications

Essential

  • Educated to GCSE level or equivalent

Desirable

  • Educated to A-level/ equivalent or higher, with relevant experience
  • AMSPAR Qualification
  • NVQ Level 2 in Health and Social Care
  • Leadership and/or Management Qualification
Person Specification

Experience

Essential

  • Experience of working with the general public
  • Experience of administrative duties
  • Experience of working in a health care setting
  • Experience of leading / managing a team

Desirable

  • Experience of providing appraisal writing and staff development

Qualifications

Essential

  • Educated to GCSE level or equivalent

Desirable

  • Educated to A-level/ equivalent or higher, with relevant experience
  • AMSPAR Qualification
  • NVQ Level 2 in Health and Social Care
  • Leadership and/or Management Qualification

Employer details

Employer name

Urban Village Medical Practice

Address

Urban Village Medical Practice

Old Mill Street

Manchester

M4 6EE


Employer's website

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

Employer details

Employer name

Urban Village Medical Practice

Address

Urban Village Medical Practice

Old Mill Street

Manchester

M4 6EE


Employer's website

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

Employer contact details

For questions about the job, contact:

Operations Manager

Jane Wilson

jane.wilson38@nhs.net

01612725656

Details

Date posted

13 June 2022

Pay scheme

Other

Salary

£26,053 a year

Contract

Permanent

Working pattern

Full-time

Reference number

A3229-22-2807

Job locations

Urban Village Medical Practice

Old Mill Street

Manchester

M4 6EE


Privacy notice

Urban Village Medical Practice's privacy notice (opens in a new tab)