No further applications will be accepted for this offer, we have other related job offers that you can find below.

Operations Supervisor - Bristol, United Kingdom - Hanham Health

Hanham Health

Verified Company

Bristol, United Kingdom

1 month ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Operations Supervisor (Hanham and Oldland)

Reports to:
Customer Service Manager

Location/Base:
Hanham Surgery / Oldland Common Surgery, Hanham, Bristol

JOB SUMMARY

The primary responsibility of this role is to manage all Reception services including all aspects of day-to-day patient communication, appointment requests and booking processes across the designated surgery site(s) and the associated Patient Care Co-ordinator staff.

The postholder will ensure the highest standards of patient care and customer services are consistently delivered in line with agreed procedures and protocols.

This particular post is based at Hanham and Oldland Common surgeries.

KNOWLEDGE, TRAINING, AND EXPERIENCE REQUIRED

Staff leadership including rota planning, recruitment, training, coaching and appraisals.
Experience of supervising a customerfacing operational environment, ideally within the

NHS, such as a GP reception team or call-centre

Demonstrable problemsolving and customer service skills, especially in dealing with unforeseen circumstances.
Experience of working within a busy environment, prioritising varied enquiries and administrative tasks for self and team.
Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook) and general confidence with IT software
Awareness of policies and procedures regarding Data Security and Information Governance and ensuring adherence to these.

SKILLS REQUIRED

Ability to deal with patients and colleagues in a calm and professional manner, using emotional intelligence skills to achieve agreed aims.
Ability to use own initiative within clear boundaries, taking initiative to solve problems and seeking advice whenever necessary.
Ability to prioritise and organise own work.
Ability to promote and support good working relationships across all areas of the Practice.
Excellent interpersonal and communication skills with the ability to liaise confidently and professionally with a variety of clinical and nonclinical staff, patients and third parties.
Ability to lead and work effectively within a team, providing cover for colleagues in times of absence and annual leave across teams within the wider department.
Flexibility and adaptability, with a professional approach to work.

Date reviewed:
September 2021

MAIN DUTIES & RESPONSIBILITIES OF THE POST

You will work closely with the Customer Service Manager in all the following areas:

Promote and drive a customer-focused culture
Manage the Reception office and all administrative aspects of the patient request and appointment booking system, including leadership of associated staff to maximise efficiency and telephone cover, ensuring all activities are completed in a timely manner
Recruitment, induction and training of all new staff to agreed standards, ongoing coaching and training and providing support and appraisal for each team member
Liaise with external parties coming into the practice (i.e. room allocation / equipment requests)
Ensure adequate staffing levels, approving annual leave and other leave and organising rotas in line with agreed policy
Assist in the resolution of any conflicts within the Reception area, resolving informal patient complaints locally and assisting in the investigation of and response to formal patient complaints as required
Continually assess and evaluate systems recommending changes and improvements as appropriate
Assist with production and upkeep of practice documentation and operating procedures
Where required, leading or taking part in disciplinary proceedings
Ensure resources such as stationary, uniform, refreshments and other sundry items are available in line with agreed ordering procedure / budgets
Ensure all front of house areas are patient ready including accessibility aspects and presentation of displays in patient facing areas
Assist the practice team in campaign planning and delivery (for example annual flu vaccinations)
Liaising with other team leaders to ensure cross department efficiency
Ensure call answering standards are met using statistics available and use data to improve call handling processes
Management of the telephone system including message control
Assisting with routine IT support within the team
Work collaboratively with the Management Team and deputise for the Customer Service manager as required

Oversee and assist where required with general Reception duties as follows:

Opening / Closing premises where necessary
Answering general enquiries and making patient appointments
Explaining of practice procedures to patients and providing nonclinical patient support by understanding services available, how to use them effectively and signposting
Receiving and directing patients on arrival
Filing and extracting records / notes
Handling external and internal post
Giving patients test results
Any other reception duties as reasonably required

Confidentiality: