Telephony Supervisor - Gravesend, United Kingdom - Downs Way Medical Practice

Description

Job summary

The practice has a centralised telephone service for 3 general practice sites, covering 16500 patients, a vacancy has arisen due to teh current job holder moving on, to act as a supervisor and team leader for the telephonists and administration staff. This is an exciting role, which will allow the right candidates to show their leadership and supervisory skills.

Main duties of the job

Day to day supervision of the telephone and admin teams. This will invlove telephone answering along with rota provision, direct personnel management, ensuring the team work within the standards and KPI's set down by the practice/wider NHS.

About us

3 sited general practice (training practice) located in semi rural Gravesham (2 sites) and outskirts of Bexley (1 site patients split across the practice. Large clinical and non clinical support team centred on our head office site at Istead Rise Gravesend.

Job responsibilities

The Telephone Team Supervisor role is primarily toprovide supervision to the practice telephone and administration team.

The post holder will work closely with (and underthe direction of) the Deputy Practice Manager to provide the continualimprovement of standards across a wide range of clinical and administrativeactivity, as well as providing an element of cover or source of advice in theevent of their absence.

The successful candidate must be able to work ontheir own initiative and have some supervisory experience, along with strong ITand telephone skills. You must be organised and confident, have a friendly andapproachable manner and can work under pressure.

Previous primary care experience is not essentialas training will be provided.

The post holder will:

In order to work at this level a standard DBSclearance must be met.

Key Responsibilities

The following are the core responsibilities of the TelephoneTeam Supervisor. There may be on occasion, a requirement to carry out othertasks; this will be dependent upon factors such as workload and staffinglevels:

To provide day-to-day support,leadership, first line management and guidance for the practice telephone andadministration team, ensuring an efficient and professional manner ismaintained and to provide cover to the telephone team when needed.

Ensure all telephone and administrationduties are completed to the highest standard.

Monitor staff attendance, sicknessabsence and annual leave.

To provide communications betweenpatients, doctors and other staff.

Support the Practice Manager in therecruitment and induction of all new telephone and administration staff.

Ensure cover and suitable contingencyplans are in place for all leave, including unforeseen absence.

Support the Practice Manager in therunning of elements and/or services within the practice compliance withCQC, Health and Safety audits etc.

Support the PracticeManager in thereviewing and updating of practice policies and procedures.

Work with the Practice Manager and othermembers of the practice to identify areas for improvement and assist in changemanagement where appropriate.

Ensure the promotion, monitoring anddocumentation of performance and quality outcomes targets within the practice(including QOF), and using IT systems and software.

To undertake specific assigned tasks,project support, or development work which may arise during changes tothe NHS.

To introduce new policies and proceduresin line with current regulations

Manage and deal with day to day needs,difficulties and requirements of the partners and other clinical staff.

To work closely with telephone andclinical staff to ensure adequate cover and the smooth running of the practice,reporting any problems encountered to the relevant person.

To be a point of contact for staff andpatient queries and concerns.

Oversee and delegate daily tasks clinicadmin task lists, booking of hub and home visit team appointments.

To promote Equality and Diversity andHealth and Safety in themselves.

TRAINING ANDDEVELOPMENT

GOVERNANCE

CONFIDENTIALITY

HEALTH & SAFETY

EQUALITY AND DIVERSITY

The post-holder will support, promote and maintain the PracticesEquality & Diversity Policy.

No person whether they are staff, patient or visitor should receive lessfavourable treatment because of their gender, ethnic origin, age, disability,sexual orientation, religion etc.

The jobholder must comply with all policies and procedures designed toensure equality of employment and that services are delivered in ways that meetthe individual needs of patients and their families.

OTHER DELEGATED DUTIES

This job description is not intended to be exhaustive - it may bechanged after consultation with the post holder. The employee shares with theemployer the responsibility for review and modification of duties.

Qualifications

Essential

Desirable

Experience

Essential

Desirable

Quality, Attributes and Other

Essential

Desirable