Reception Supervisor

KEY RESPONSIBILITIES Roles and responsibilities Support the reception manager of appointment rotas ensuring appropriate use of appointments, amendments, and cancellations where necessary Support the reception team Train receptionist as required Answer incoming phone calls, transferring calls or dealing with the callers request appropriately Oversee the generic email account for the practice alongside the reception manager Attend PPG meetings Support in management of death process allocation of cremation forms, coroners reports and ME referrals Pathology assignment to GPs Pathology filing Bowel Screening & INRs Partake in the extended hours 8pm finishes. Support the reception in diffusing patient complaints Support the reception manager with the Safeguarding admin lead role Ensure reception staff use the appointment system correctly and consistently. Fire Marshall. Extended Hours Rotas Support the reception manager in Appraisals / Probation reviews / Annual Leave Back to work interviews for staff returning after sickness Ensure reception team up to date with Bluestream training Arranging training where necessary and NATH applications.

Scope of the Job

Support the reception manager and directing staff working as Practice Service Professionals in reception - front and back office Primary contact for GPs in practice Dynamically managing the balance of staff between the various reception functions Ensuring the primary objective of providing excellent levels of patient service permeates the whole team. Managing waiting room activities and interactions Ensure waiting room tidy and information on display is in date and relevant Ensuring the smooth running of reception procedures - front desk and telephone - ensuring adequate levels of staffing, training, and supervising reception staff, helping recruit new staff and helping carry out staff appraisals Ensuring requests for repeat prescriptions are managed appropriately; ensuring that scripts are being signed and that requests are being managed as expediently as possible Acting as the primary point of contact in reception for clinicians a provider of service to the clinical team Supporting staff in difficult patient situations Greeting patients and providing non-clinical patient help and support and dealing with patient enquiries Ensuring telephone messages and requests for home visits are handled effectively and logging accurately Ensuring the effective and efficient registering of new patients Ensuring the effective management of the responsibility for looking after a specific doctor(s) and ensuring that their requests are dealt with promptly to help increase the doctors efficiency and ability to help patients fairly and according to need Ensuring timely and accurately handling of messages and ensuring unresolved or urgent matters are prioritised Participating in educational and learning activities arranged from time to time. Supporting practice policies and protocols, including health and safety and infection control Maintaining a constant awareness of and anticipating the needs of patients, clinicians and colleagues and taking action to support those needs Delegation of tasks to the most appropriate professional Supporting a drive to greater automation and use of technology. Working with and supporting the team and providing a role model for the staff. To carry out administrative related tasks as delegated by the doctors. Duties may vary under the direction of the Practice/Deputy/Reception Manager depending on workload and staffing levels. Information technology To have an overall understanding of all IT systems in the building. Make recommendations for upgrades where appropriate. To liaise with IT support department to resolve other hardware and software issues To provide support advice and training for current and new practice staff in the use of the clinical system To provide support and training for current and new staff in resolving simple problem with PCs and printers. To provide support and training for current and new staff ensuring that data quality guidelines are understood and adhered to.

Communication

The post-holder should recognise the importance of effective communication within the team and will strive to: Communicate effectively with other team members Communicate effectively with patients and carers Recognise peoples needs for alternative methods of communication and respond accordingly

Additional Duties

See to continually improve the overall effectiveness of duties undertaken To undertake any other duties and responsibilities which may reasonably be required For more information, please see the supporting documents.