Reception Supervisor - Enhanced Access Service in Dewsbury

We are looking for a reception supervisor to work in the Enhanced Access service, which has been developed to provide out of hours appointments for 27 practices in North Kirklees. The appointments are located across 3 hubs, the locations of which are: Dewsbury Health Centre, Liversedge Medical Centre, Cherry Tree Surgery. The Enhanced Access service operates from Monday-Friday 6.30pm - 9.30pm and on a Saturday between 9.00am - 5.00pm.

Main duties of the job

• The post holder will be responsible for the efficient running of the reception area at their designated hub.
• The post holder will have responsibility for opening and closing the premises.
• To have primary responsibility for the coordination of the hub admin team, clinical team and providing secretarial support for the hub during opening hours.
• Ensure you and all colleagues are projecting a positive, friendly image to all patients and visitors to the hub at all times.
• This includes ensuring the reception team are wearing their Curo uniform; your Supervisor uniform must be worn at all times whilst on shift to represent the organisation.
• Facilitate effective communication between patients, the hub team, clinical staff, secondary care, out of hours/111 services and other associated healthcare agencies during operational hours.
• To act as first line support to the hub admin and hub clinical teams when on duty regarding any issues they may have.
• The role also includes answering and directing telephone calls, general administration, data entry, capturing patient experience, carrying out equipment and drug checks and liaison with multi-disciplinary teams.

About us

We are Curo Health, a GP federation formed from 27 general practices spanning 4 Primary Care Networks (PCNs) across North Kirklees. We proudly work together as a community of general practices to help save money, secure investment, strengthen our teams and deliver high quality primary care services at scale such as evening and weekend appointments. For the people of North Kirklees, our joint approach always aims to create better standards of care, shorter waiting times and faster access to care, right in the heart of our communities where it should be.

Job responsibilities

• Managing and Supervising Staff Experience Essential.
• Ensuring and checking that opening, closing and security checks required for that hub location have been carried out according to processes.
• Making sure appropriate documentation of Supervisor assigned checks are stored and filed for reference via Team Net.
• To ensure staff are following set processes and procedures during shift.
• Assist in the communication and cascade of new information or service relevant changes to all relevant staff.
• Ensure the telephone is answered promptly at the hub location and assist when required.
• Ensure that correct processes are followed in accordance with hub working.
• Responsible for new Reception members induction.
• Responsible for ensuring the Supervisors task group is dealt with on a daily basis.
• Support reception staff with the use of Team Net.
• Responsible for Reception members appraisal.
• Ensure monthly (or at any other frequency as required), emergency drug & equipment checks are completed and documented on Team Net.
• Ensure daily hub checks are completed and documented on Team Net along with any other TeamNet tasks that are assigned to you.
• Attendance at monthly Supervisors meetings.
• Ensure hub (and any rooms utilised during shift) are left in an appropriate state.
• To be the first point of contact for patients arriving at the hub.
• Processing confidential patient information to pass to Clinicians.
• Contacting patients with appointment times.
• Keeping a watchful eye on patients waiting to be seen and in the case of worsening symptoms, alerting a relevant professional.
• Alerting Emergency Services in the event of an emergency and/or gain help from within the department.
• Gain an understanding of coordinating workload to capacity.
• To work autonomously, managing own workload effectively referring to line manager when necessary.
• To adhere to all Curo Health Policies and Procedures.
• Participate and ensure own on-going development.
• To maintain a high level of confidentiality and comply with the Data Protection Act.
• Be aware of the nature of information dealt with and work in a manner which ensures confidentiality and security.
• Undertake any other activities deemed appropriate and necessary by the organisation.
• Process referrals generated by EA clinicians in a timely manner.
• Assign pathology results on a daily basis.

Person Specification

• Qualifications: GCSE English and Maths (or equivalent), Good standard of general education, SystmOne Experience, Experience of managing and supervising a team, ECDL or equivalent NVQ Business Administration, Experience of undertaking appraisals.
• Experience: Previous primary care experience, Excellent oral and written communication skills, Excellent telephone manner, Ability to prioritise & manage own workload, Friendly, helpful and can do approach, Ability to carry out work accurately to specified deadlines, Excellent organisational skills, Ability to work on own initiative, Able to work under pressure, Able to maintain a high level of confidentiality, Experience of SystmOne including secretarial duties, Prioritisation of tasks, Working in a pressured environment with an ability to effectively resolve concerns, issues and challenging situations, Able to demonstrate self-reflection and learning outcomes from incidents, Previous experience working within the NHS, Experience of data/statistical collection, Experience within a line management role including staff supervision, Ability to motivate and encourage staff, Ability to delegate and prioritise others and own workload, Experience of training/mentor of lower level staff members, Evidence of adherence to current/previous organisations policies and procedures, Understanding of the role of the CQC.

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.