About this role
Job summary
We are looking for an organised and resilient Reception Supervisor to join our team. This role follows a contracted working pattern of Monday and Tuesday, 8:00am to 2:00pm, and Wednesday, Thursday and Friday, 12:30pm to 6:30pm.
As Reception Supervisor, you will play a key role in supporting our reception team, coordinating daily front-desk operations, and helping to ensure our patients receive a positive and accessible experience. Alongside mentoring and supporting colleagues, you will lead by example and contribute to a welcoming, patient-focused environment.
As part of a collaborative team, flexibility is important. From time to time, you will work closely with management to provide reception cover across our opening hours during periods of annual leave, absence, or increased service demand
Main duties of the job
KEY RESPONSIBILITIES
To work as an effective leader of the practice reception by providing a clear guidance on role and responsibility of all team members.
The reception manager will also work as part of the management team to ensure that the image of the practice is as professional as possible.
Provide leadership and management skills to enable the practice to meet its agreed aims and objectives within an efficient, safe and effective working environment.
KEY REQUIREMENTS
Good Standard of general education
Experience of working within a General Practice Reception environment
Practical experience of working with others
Ability to handle situations of potential conflict
About us
PICS is the employer for this role. We collaborate with patients and partners to design and deliver clinically robust health and social care solution through Community Services, Out of Hospital Services, GP Practices, and Primary Care Networks. Find out more about us: http://picsnhs.org.uk/.
Benefits of working for PICS
We offer a comprehensive package which includes:
NHS Pension 2015 Scheme (subject to eligibility) Alternative government-based scheme (subject to eligibility) Competitive leave entitlement that includes maternity, paternity and adoption leave, study leave allowance, and sickness provisions Access to education and training opportunities, depending on your role (CPPE Pharmacy, NHS England Roadmap for First Contact Practitioners, apprenticeship schemes, support professional development) Working in a multi-disciplinary team with support from a wide variety of professionals A flexible approach to a work-life balance Cycle to work scheme (subject to eligibility) Access to Blue Light Card scheme All staff events and conferences Staff engagement (Wellbeing Group, EDI Network, Staff Focus group) Free parking across many sites Personalised induction into the company and job role
Job description Job responsibilities
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.
Person Specification
Experience Essential
Please provide detailed information of how you feel that your experience is suitable for this role; please provide examples to support your application referring to the job description and person specification for guidance.
Personal Qualities Essential
Please provide details for why you would be a great fit for this role and why you have decided to apply.
Qualifications Essential
Please provide details of your CPD, using examples where necessary.
Knowledge and skills Essential
Please provide detailed information of how you feel that your knowledge and skills are suitable for this role; please provide examples to support your application referring to the job description and person specification for guidance.
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 Primary Integrated Community Services
Address Saxon Cross Surgery
Stapleford Care Centre
Church Street
Stapleford
Nottinghamshire
NG9 8DA
United Kingdom
Employer's website http://picsnhs.org.uk/ (Opens in a new tab)