Reception Supervisor - Burton-On-Trent, United Kingdom - Trent Meadows Medical Practice
2 weeks ago
Description
Job summary
TRENT MEADOWS PRACTICE - We are looking for a Reception Supervisor to oversee the reception team over our two sites (Branston and Stretton).
Main duties of the job
Responsible for the day-to-day supervision of all reception staff and associated functions, ensuring all functions are carried out in accordance with agreed procedures, protocols and time-scales, and reporting to the operations manager / practice manager as necessary.
About us
At Trent Meadows Practice we have 5 GP partners, Nurses, Advanced Nurse Practitioners and Health Care Assistants - these clinical staff are supported by reception and admin staff, who in turn are all managed by our Practice Manager.
We are a dual sited practice with offices in both Branston and Stretton which cover a wide practice area, with approx 10,500 patients.
Job description
Job responsibilities
Supervisory Role:
First line supervisor to reception staff, motivating them, identifying any skill gaps and assisting in ongoing training
Ensure reception staff compliance with Practice Protocols
Induction and training of all new staff to agreed standards
Deal with more complex enquiries from patients including informal complaints relating to reception functions at the desk or on the phone to prevent escalation to CGO
Continually assess and evaluate systems and quality, recommending changes and improvements to the operations manager / practice manager as appropriate
Oversee the day to day issues that may arise within the team or with individuals
Regularly evaluate quality of individual and team performance
Weekly meeting with Management team
Quarterly 1-2-1 reviews with all reception staff
PET reception meetings
Support the annual appraisal process for reception staff
Reception duties
Ongoing development of reception staff
Provide training and carry out training evaluation to ensure competence and understanding.
Ensure compliance with confidentiality, information governance and practice protocols.
Ensure Practice policies are followed and accurate records are kept with particular reference to appointments, messages, visits, post, patient registrations, repeat prescriptions, filing systems, births and deaths.
Liaise with other members of the primary health care team and outside agencies as required, ensuring Clinical Governance Guidelines are followed.
Recognise peoples needs for alternative methods of communication and respond accordingly.
Own Reception Duties:
Be available on mobile during working hours
During breaks & sickness cover/ bank holidays 8am starts cover reception duties which include:
Deal with general telephone enquiries from patients and general public
Book appointments and home visits
Take registration of new patients, ensuring full practice information is given
Health and Safety
To participate and support H&S standards and documentation under the guidance of the operations Manager/ Practice Manager.
Maintain records of incidents, reviews and training in fire prevention, health and safety and basic life support.
Communication
The post-holder will recognize the importance of effective communication within the team and will strive to:
Communicate effectively with other team members
Communicate effectively with patients and carers
Recognize peoples needs for alternative methods of communication and respond accordingly
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
IT
Be the first point of contact for general IT issues and deal directly with IT helpdesk when needed
Ensure that any equipment is used correctly and arrange repairs of any faults or problems.
Support management team to ensure that the practice has arrangements in place to train staff in the use of practice IT systems Vision, e-consults, outlook, navigation of website
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.
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 worker
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