About this role
Job summary
Montpelier Health Centre is a busy medical practice serving over 18,000 patients in central Bristol. We are looking for a full time experienced supervisor to provide a high quality service to the Practice and our patients.
Main duties of the job
We are looking to find somebody with supervisory experience join our reception department as part of the Montpelier Health Centre Lead Navigation Team. They will support and cooperate with other members of the team to provide holistic support to the health navigators and patients attending the practice.
You will deal with patients confidentially, respectfully and holistically. You will help signpost patients to the most suitable clinician/service to best support their needs. Duties will include speaking to patients and carers both face to face and on the telephone. You will also book appointments and deal with patient queries and enquiries.
You will liaise with other NHS bodies, health care providers, support workers and other professions on the telephone to help sort out problems and issues relating to the care of patients.
You will help support administrative processes within the practice and take on additional administrative tasks as requested, to support smooth and efficient workflow for the patient, clinical team and others involved in the healthcare of the patient.
At all times the post holder must act in a manner consistent with the code of conduct and appearance when representing both Montpelier Health Centre and the NHS.
The following list serves to illustrate the scope and responsibilities of the post and is not intended to be exclusive.
About us
Montpelier Health is a forward looking and innovative practice located in Central Bristol. We have two large purpose built Health Centres and a lovely garden.
Our values are inclusivity, collaboration, compassion and diversity and we take pride in being able to offer excellent care to some of the most diverse and marginalised patients.
We are a supportive practice and are open to discussing flexible working to suit your needs and maintain a healthy work life balance.
We are committed to reducing health inequalities and work in collaboration with our community. We are a training practice, teach medical students, are involved in research and achieved Good at our last CQC inspection.
Job description Job responsibilities
SUPERVISORY FUNCTIONS
To provide a supervisory function to the reception team supporting the Patient Services Manager and existing supervisory team, thereby assisting with the smooth running of the Practice. To assist in the leadership of the reception team, ensuring an efficient and professional manner is maintained. To provide a focal point of communication between patients, doctors and other medical staff. To act as a role model, demonstrating and promoting the standards expected by the Practice and creating the energy and enthusiasm for the service. To liaise with and assist the Patient Services Manager and existing supervisory team as and when required. To deputise in the absence of the Patient Services Manager. Assisting in the supervision and leadership of the reception staff at the Practice Act as a role model to reception staff, supporting, motivating and promoting good staff relations. Ensure all Practice Protocols are understood and adhered to. Liaise with the Patient Services Manager and existing supervisory team to monitor/report on staff attendance, sickness absence and annual leave. Liaise with the Patient Services Manager and existing supervisory team to ensure cover and suitable contingency plans are in place for all leave, including unforeseen absence. Lead involvement with induction/training and eConsult Organise agency/bank staff and daily rotas in absence of the Patient Services Manager.RECEPTION DUTIES
Answering the telephone with a professional and pleasant manner
Dealing with patient queries accurately, efficiently and effectively
Accurately take messages, include patient details, contact details and specific content of the message and convey to the appropriate person.
Book appointments accurately and with the appropriate clinician using the EMIS clinical system
Signpost and prioritise patients in line with appropriate training
To take appropriate and accurate demographic/personal details of patients, to include disabilities, carer status and other details relating to equality and diversity.
Deal with incoming confidential e mails from patients
Opening, sorting and distributing incoming post in an efficient and timely way
Use the clinical system effectively to inform clinical staff of relevant information relating to their patient.
Deal with prescription queries effectively and in a timely way. Completing patient requests for repeat medication accurately and within the practice standards
Organise transport (emergency and non-emergency) if required
Follow all start up and close down procedures daily to ensure security of the IT system and buildings.
Liaise with technical support in the absence of IT support on the premises.
To assist the administration process of ordering, taking delivery and maintaining stock supplies, being mindful of delivery instructions such as refrigeration requirements and acting upon them
To carry out specific, additional administrative tasks as requested and agreed with line manager
Undertake any other duties required by the practice to assist in the day to day running of the service.
Deal with situations involving distressed/unwell patients in line with policies and training
Manage patients who may be verbally or physically aggressive in a professional manner, using the appropriate alert systems and by following policy and training.
Deal with blood and urine specimens safely and in line with infection control policy, ensuring they are safely stored and ready for collection
Manage financial transactions in line with set protocols
Assist with day to day emailing requirements as necessary for the role
Participate in a weekly staff rota to cover the lead reception/call handling requirements during practice opening hours.
Communication
To communicate on the phone, by email, fax or in person with staff from a wide variety of NHS/other departments in a confidential, professional and efficient manner so that good communication between the surgery and all other services is maintained
To communicate in a professional, friendly and helpful way with patients, carers and the general public to maintain an excellent profile for the surgery amongst its users
To maintain confidentiality for all patients and users of the service
To communicate effectively and sensitively with service users who may be angry, confrontational, upset, anxious, fearful or have communication difficulties such as poor language skills, hearing loss or disabilities.
Responsibility
To carry out duties with a level of autonomy and minimum supervision, working within broad procedural guidelines
Use own initiative to deal with own workload and day to day tasks
To support the effect maintenance and management of office systems
To be responsible for identifying own training needs and training needs that may help improve service quality
To take responsibility when a clinician is unexpectedly not available in clinic, cancelling and rebooking appointments as directed
Work in accordance with practice policies and procedures
Report incidents and near misses to ensure the continued safety of staff, patients and visitors to the practice
Report incidents and areas of non-compliance to ensure that the practice responds and learns from errors and untoward events
General Duties
The Post Holder may be required to work additional hours to cover holidays and sickness. Maintaining regular consistent attendance, punctuality, personal appearance and adherence to relevant health and safety procedures. To attend all statutory and mandatory training courses and any courses specific to this role. To be available for staff meetings and meetings with management. To have a good understanding and follow company policies and procedures. Establish and maintain effective working relationships with co-workers and the general public.
Attend performance and development reviews with your line manager
Person Specification
Qualifications Essential
GCSE grade A to C in English and Maths or equivalent
Experience Essential
Experienced in supervising a team of 10-20 members Experience in a patient facing role
Desirable
Experience of working in Primary Care Previous NHS experience
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Montpelier Health Centre
Address Bath Buildings
Bristol
BS6 5PT
United Kingdom
Employer's website https://www.montpelierhealthcentre.co.uk/ (Opens in a new tab)