Job summary
Make a Difference Every Day : GP Practice Reception Supervisor
We're looking for someone to be the heart of the practice, to lead and develop an excellent reception team. You'll think on your feet and help the practice run like clockwork. This is a chance to develop your management skills and progress your career.
We offer a friendly and supportive team where you'll feel valued and appreciated.
Main duties of the job
Responsible for the day-to-day management of the reception
and admin teams, ensuring their associated roles and tasks are carried out in
accordance with agreed procedures, protocols and time-scales
Responsible for delegating,
overseeing and managing the workload of the Receptionist, as well as providing
support and training to these staff.
Responsible for the management of
the staff rota for the reception & admin teams, ensuring at all times there
is a minimum of 4 weeks of rotas on the system.
Responsible for ensuring the smooth
running of all designated Reception areas.
To carry out receptionist duties
when required/necessary to do so.
To pro-actively work to diffuse
complaints at an early stage at Reception.
To work with the Management team to
ensure that the Practice fulfils its CQC requirements and staff receive all
necessary training.
To undertake a variety of
administrative duties to assist in the smooth running of the Practice.
Assist the management teams in
updating all policies and procedures relating to Reception.
About us
We aim to provide patient-centred care, a positive working environment and excellent service to our patients. We are proud of our work ethos which is friendly and professional, we aim to ensure a smooth-running practice. The staff work closely together and enjoy social events outside of work time.
Chorlton Family Practice is located within the Greater Manchester Care Partnership and NHS Greater Manchester
Integrated Care Board and serves a patient population of 22,640, we operate over two sites in Chorlton.
There is a team of 8 GP partners and 8 salaried GPs who provide cover at both practices. The GPs are supported at the practice by a team of reception/administration staff. The practice management team consist of a Business Operational Manager, Finance Manager and Deputy Manager.
We offer opportunities for professional development and career advancement, if you're looking for a challenging and rewarding role where you can make a difference, we encourage you to apply!
Job description
Job responsibilities
Staff Rota To produce the weekly staff
rota ensuring that all areas have adequate cover ensuring cover for sickness
and annual leave.
Clinics - To deputise the coordination of
clinics and GP Rota in the absence of the deputy manager
To ensure
that all practice policies are issued and signed, then scanned and
electronically recorded.
To ensure
that mandatory training is completed for practice staff
Quality
control oversight
To continuously monitor call stats and ensure that staffing levels are
appropriate taking into consideration busier times of the day/week.
To
monitor live call stats to ensure that resource is increased/reduced where
necessary.
To
perform weekly call quality checks for all non clinical staff and feedback to
individuals.
Registrations To action all registrations and
associated registration workflow actions.
Overseeing
outstanding tasks Ensuring that tasks in all Emis, Docman & Accurx are actioned and
establishing reasons for maintained tasks and escalate where necessary if
they are unable to be completed.
Ensuring
that individual staff tasks (assigned to individual staff) are also monitored
and actioned for all workstreams.
Staff
Absence To
ensure that Out of Office settings are applied to systems such as Docman,
Emis and Outlook
First
port of call for reception staff queries
Induction
reception staff
To ensure that log ins are created for systems, access equipment is issued, policies are signed
and Mandatory training is completed.
Appraisals for reception staff along with deputy practice manager
Line
manage reception staff including completion of return to work interviews and
sickness management
Ensure
admin staff have completed mandatory training To continuously monitor mandatory training
for all non clinical staff ensuring that relevant modules are completed and
modules expiring are completed within retraining period.
Initial
contact for patients who wish to complain To attempt to resolve complaints at point of
contact and escalate where resolution is not possible and where appropriate
record on clarity.
Fire
Marshall To act
as Fire Marshall for the practice ensuring that annual fire Marshall training
is completed
Oversight of administrative tasks Ensuring that workflow tasks are competed within appropriate timing
and ensuring accuracy. Any errors/events which result in delays in completion
are escalated to management.
Overall
To be responsible for the efficient management and direction of the
administration team, ensuring all administrative duties are performed
effectively and to the required standard, meeting the objectives of the
practice.
To support the management team in quality and continuous improvement,
confidentiality, collaborative working, service delivery, learning and
development, and to carry out other duties as directed by the management team.
Job description
Job responsibilities
Staff Rota To produce the weekly staff
rota ensuring that all areas have adequate cover ensuring cover for sickness
and annual leave.
Clinics - To deputise the coordination of
clinics and GP Rota in the absence of the deputy manager
To ensure
that all practice policies are issued and signed, then scanned and
electronically recorded.
To ensure
that mandatory training is completed for practice staff
Quality
control oversight
To continuously monitor call stats and ensure that staffing levels are
appropriate taking into consideration busier times of the day/week.
To
monitor live call stats to ensure that resource is increased/reduced where
necessary.
To
perform weekly call quality checks for all non clinical staff and feedback to
individuals.
Registrations To action all registrations and
associated registration workflow actions.
Overseeing
outstanding tasks Ensuring that tasks in all Emis, Docman & Accurx are actioned and
establishing reasons for maintained tasks and escalate where necessary if
they are unable to be completed.
Ensuring
that individual staff tasks (assigned to individual staff) are also monitored
and actioned for all workstreams.
Staff
Absence To
ensure that Out of Office settings are applied to systems such as Docman,
Emis and Outlook
First
port of call for reception staff queries
Induction
reception staff
To ensure that log ins are created for systems, access equipment is issued, policies are signed
and Mandatory training is completed.
Appraisals for reception staff along with deputy practice manager
Line
manage reception staff including completion of return to work interviews and
sickness management
Ensure
admin staff have completed mandatory training To continuously monitor mandatory training
for all non clinical staff ensuring that relevant modules are completed and
modules expiring are completed within retraining period.
Initial
contact for patients who wish to complain To attempt to resolve complaints at point of
contact and escalate where resolution is not possible and where appropriate
record on clarity.
Fire
Marshall To act
as Fire Marshall for the practice ensuring that annual fire Marshall training
is completed
Oversight of administrative tasks Ensuring that workflow tasks are competed within appropriate timing
and ensuring accuracy. Any errors/events which result in delays in completion
are escalated to management.
Overall
To be responsible for the efficient management and direction of the
administration team, ensuring all administrative duties are performed
effectively and to the required standard, meeting the objectives of the
practice.
To support the management team in quality and continuous improvement,
confidentiality, collaborative working, service delivery, learning and
development, and to carry out other duties as directed by the management team.
Person Specification
Qualifications
Essential
- GCSE English (C or above) and at least three others
- Excellent communication skills (written and oral)
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
- Polite and confident
- Flexible and cooperative
- Motivated
- Initiative and judgement (knowing when to ask for help)
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintain confidentiality at all times
Desirable
- Educated to A-level/equivalent or higher
- Previous GP practice reception experience
- Leadership and/or managemeent qualification
- Experience of leading/managing a team
- Experience of appraisal writing and staff development
- Previous EMIS user experience
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
- Experience of working in a healthcare setting
Desirable
- Experience of working in a GP Practice
Person Specification
Qualifications
Essential
- GCSE English (C or above) and at least three others
- Excellent communication skills (written and oral)
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
- Polite and confident
- Flexible and cooperative
- Motivated
- Initiative and judgement (knowing when to ask for help)
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintain confidentiality at all times
Desirable
- Educated to A-level/equivalent or higher
- Previous GP practice reception experience
- Leadership and/or managemeent qualification
- Experience of leading/managing a team
- Experience of appraisal writing and staff development
- Previous EMIS user experience
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
- Experience of working in a healthcare setting
Desirable
- Experience of working in a GP Practice
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.