Reception Supervisor - South Ribble, United Kingdom - GAB Healthcare & Station Surgery

Description

To be responsible for the efficient management and direction of the reception team, ensuring all reception duties are performed effectively and to the required standard, meeting the objectives of the practice, motivating and managing staff, optimising staff efficiency and overall performance.

Support the management team in performing collaborative working, service delivery, learning and development and carry out other duties as directed by the management team.

• Ensure high standards of waiting room experience.
• Overseeing the reception services of the practice, ensuring staff achieve their primary responsibilities.
• Line manage all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
• Completing staff appraisals as required
• Reviewing and updating all reception procedures as required
• Develop, implement and embed efficient reception processes and procedures to adhere to extant legislation
• Act as a focal point for communication, advising reception and administrative staff on methods of communication and best practice
• Act as building Fire Marshall ensuring evacuation lists are current and that the visitors log is used appropriately
• Deputise for the Practice Manager during periods of absence
• Ensure total familiarity with all appointment systems including regular and incidental variations.
• Editing appointment schedules as agreed with the Practice Manager.
• Book appointments and recalls ensuring sufficient information is recorded.
• Monitor effectiveness of systems in place reporting any problems or variations to the Practice
• Manage the process involved in integrating clinical correspondence received into the practice in both paper and electronic format into the patients' clinical record
• Oversee delegated enhanced services providing regular assurance updates to the Practice
• Deal with complaints in accordance with practice complaints procedure and evaluate suggestions.
• Deal with general telephone enquiries from patients and general public and explain procedures when necessary.
• Record requests for home visits, prescriptions, messages for clinicians
• Make appointments for patients signposting to the most appropriate healthcare professional.
• Receive and make telephone calls as required. Divert calls and take messages ensuring accuracy of detail and prompt and appropriate delivery.
• Participate in the development and implementation of practice policies and procedures.
• Assist with visitors to the practice i.e. IT support, members of the ICB etc. so as to resolve any issues/problems with the least disruption to the running of the practice.
• Registration of patients including temporary residents, private and emergency patients.
• Troubleshoot any minor problems that arise in the day to day use of computers, printers and other IT related equipment and where appropriate report IT faults to IT helpdesk
• Make sure all confidential information is stored securely at the end of each day
• Make sure work station is stocked of all necessary items in preparation for the next day.
• Prepare statistical data reports as requested by the Practice Manager
• Ensure practice policies are followed and accurate records are kept with particular reference to appointments, messages, visits, post, patient registration, repeat prescriptions, scanning, Emis access.
• Liaise with other members of the primary health care team and outside agencies as required
• Oversee regular staff meetings
• Attend and participate in Senior Management Team meetings
• Ensure communication systems are running smoothly and all members of the team are kept fully informed of any changes to procedure
• Produce and maintain reception workflow policies and procedures
• Have a clear understanding of telephone system including how to record and change messages
• Assist the Practice Manager in compliance with Health & Safety Requirements
• Champion continuous improvement encouraging staff to participate and make suggestions for continuous improvement initiatives.

• Company pension
• Onsite gym

• Monday to Friday
• Weekend availability

• GCSE or equivalent (required)

• Customer service: 3 years (required)
• Administrative experience: 3 years (required)

• English (required)