Reception Supervisor

Job Summary

To be responsible for the leadership and supervision of a team of receptionists, ensuring all reception duties are performed effectively and to the required standard, in line with practice HR policies, protocols and service standards. To be responsible for undertaking a wide range of reception duties and the provision of general support and guidance to the Reception Team and wider practice team, acting as a role model to reception staff, supporting, motivating and promoting good staff relations. To support the Management Team in promoting ED&I, quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development and carry out other duties as directed by the management team. In addition, the post-holder will support the wider practice team, providing administrative support as required, in line with the needs of the organisation. Duties can include, but are not limited to, supporting with patient registration, booking appointments, processing of information (electronic and hard copy) in a timely manner and in accordance with current policies. The post-holder will be an integral part of the general practice team.

Job Responsibilities

Lead and supervise the Reception Team to ensure all tasks are completed, to the expected standards, on a daily basis, including but not limited to: appointment management, prescription workflow, new registrations, emails Organise the Reception rota, ensuring safe levels of cover across the working week and having a good daily awareness of staff attendance and changes, with support from the Management Team if required Manage annual leave requests within the Reception Team Manage unplanned team absences within the Reception Team Perform Return to Work discussions after periods of sickness absence, with support from the Management Team Lead regular Reception Team meetings, producing agendas and minutes Assist in the recruitment, induction and training of reception staff Perform regular catch ups with new staff during their probation period, with support from the Management Team if needed Support staff training and the implementation of practice policies and protocols Assist in annual appraisal of the Reception Team Provide ongoing training and support to existing Reception staff, identifying training needs as they arise Review, update and maintain the Reception Handbook Attend weekly Practice meetings as appropriate Oversee the alteration/cancellation of clinics and make alternative arrangements in an emergency Ensure accuracy of appointment bookings and bringing to the attention of the Practice Manager any excess pressure on bookings Ensure the waiting room is in a pleasant, tidy state Manage informal patient complaints received direct from the patient, escalating to the Patient Liaison Officer where needed Support in the management of repeat prescriptions, ensuring they are processed accurately and efficiently Review and update all reception policies and procedures as required Act as a chaperone as required Report IT issues to Trusted Technology Partnership as and when required Work on appropriate ad-hoc projects as and when required Take responsibility for own development and training needs, including induction programme and participation in practice training events and appraisal processes Ensuring that practice policies and procedures are followed and ensuring compliance with CQC Essential Standards of Care. Ensure all deliveries to the practice are handled appropriately, ensuring adherence to the cold chain policy as necessary Be instrumental in ensuring that both Enhanced Service and QOF achievements have been maximised Champion continuous improvement, encouraging staff to participate and make suggestions Attend any external meetings pertinent to this role Duties may be varied from time to time under the direction of the Practice Manager, dependent on current and evolving Practice workload and staffing levels.