Reception Supervisor

If you take pride in delivering excellent patient care, coupled with a restless determination to make things better, then we are looking for you. We are looking to strengthen the support for our frontline team and our patients at their first point of contact. We are looking for a second Reception Supervisor to join our team, working in partnership with our existing Reception Supervisor. Together, they will provide first line support to our reception team for day to day queries. The team covers telephone and front desk contacts, repeat prescribing requests and other administrative duties flowing in from the other healthcare providers as well as our automated registration service. They also work in our Appointment Hub alongside a lead GP each day to assess all requests for GP time. The Reception Supervisors will each have a clear portfolio of accountabilities but will work together to support and train the team members, as well as dealing with more complex queries. Ideally we are looking for someone to work 37.5 hours but can consider a minimum of 28-30 hours per week. We will work with the right candidate to mutually agree working patterns but the successful candidate must be able to cover Fridays. There will be some 18:30 finishes and/or 8:00 starts. We welcome any interested candidate to contact us for an informal discussion and/or practice visit.

Main duties of the job

We are looking for someone who can support our reception team to be the best that they can be. You'll make sure that staffing levels are right and that patient-facing tasks and activities are completed promptly and effectively. You'll be the sort of person who spots when systems or processes are working as well as they should and can take action to improve them. You'll be interested in your colleagues and you'll get a buzz out of developing their understanding and competence, so that they can feel their own sense of achievement in delivering to the best of their abilities. You will be someone who acts with initiative and integrity, to do the right thing for patients and staff. You will work in close partnership with the other Reception Supervisor and have the support of the rest of the management team, including our Practice Manager and Business Manager.

About us

Vision: We empower people to live well and create opportunities for improved wellbeing in our community. Mission: We deliver healthcare with a whole-person approach and build relationships with our community of patients, staff and people throughout their life. Values: We act with integrity. We see the person, not the task. We grow through learning. We are a thriving practice with 14,000+ patients. You will be supported by a fantastic team including an experienced Business Manager, Operations Manager, 5 partners, 5 salaried and 1 retainer GPs, a strong and skilled nursing team, pharmacy team and mental health team and experienced frontline administrative staff. We operate with the model of modern General Practice, running a digital front door and a clinician-led appointment Hub to triage all requests for GP time. We work in close partnership with our PCN colleagues who deliver a proactive support package to our most frail patients as well as supporting our four Care Homes. We also participate in an active local care partnership in Seacroft, trying to make a difference to communities who experience disadvantage and exclusion. We like a good night out and a strong GIF game in the colleague Whatsapp chat.

Job responsibilities

• Oversee the reception operations of the practice, ensuring staff achieve their primary responsibilities.
• With the support of the Practice Manager, line manage all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training.
• Maintain the highest levels of confidentiality due to the nature of the role and with being exposed to a greater level of confidential material and data.
• Complete staff appraisals as required.
• Identify and deliver team training where required.
• Compile reception staff rotas, ensuring sufficient cover is provided for periods of leave and other staff absences.
• Coordinate reception staff, ensuring effective deployment of the team across all areas of reception responsibility.
• Take action where workloads build up or KPIs are under pressure.
• Co-ordinate room bookings and produce weekly room rota.
• Review and update all reception policies and procedures as required.
• Support the management team in the compilation of practice reports and the practice development plan.
• Act as a focal point for the practice, managing requests from external organisations such as the local police, solicitors, DVLA and other agencies.
• Provide initial guidance and advice to patients who wish to verbally complain, and ensure that the administration team is fully conversant with the complaints procedure.
• Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary.
• Act as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately.
• Be instrumental in ensuring that both Enhanced Service and QOF achievements have been maximised.
• Be an integral part of the general practice team.
• Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on Safeguarding Adults and Safeguarding Children.
• Support in the delivery of enhanced services and other service requirements.
• Undertake all mandatory training and induction programmes.
• Contribute to and embrace the spectrum of clinical governance.

Person Specification

• Qualifications: Experience using TPP SystmOne. Previous experience in General Practice. Good standard of education with excellent literacy and numeracy skills. Competent use of Microsoft Office Suite - Word, Excel, Powerpoint.
• Experience: NHS or primary care general practice experience. Experience of working with the general public, especially in a service sector. Experience of leading and managing a team. Experience of performance management including appraisal writing, staff development and disciplinary procedures. Experience of successfully developing and implementing projects. Relevant health and safety 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.