Reception Supervisor in Oldham

The post-holder is a Reception Supervisor responsible for the leadership and supervision of a team of receptionists, ensuring all reception duties are performed effectively and to the required standard, meeting the objectives of the organisation.

Main duties of the job:

• Support reception staff development, providing guidance and direction.
• Ensure that the reception team action all incoming emails, correspondence, and requests as necessary.
• Seek to resolve any day-to-day staff issues locally. If not possible, escalate to the management team for action.
• Induction and training of receptionists to agreed standards and ongoing review, ensuring staff are up to date with mandatory training.
• Update receptionists HR records as necessary.
• Gather data to ensure staffing levels are matched to demand.
• Produce the reception rotas.
• Assist in maintaining and monitoring the practice appointment system.
• Support the leadership in assisting with total triage administration.
• Deputise and support during periods of absence.
• Support the Practice Manager with all Patient Participation Group related matters.
• Support all clinical staff with general administrative tasks as requested.
• Answer incoming phone calls, transferring calls or dealing with the caller's request appropriately.
• Signpost patients to the correct service.
• Process personal, telephone and e-requests for appointments.
• Initiate contact with and respond to requests from patients, team members and external agencies.
• Direct requests for information to the administrative team.
• Input data into patients' healthcare records as necessary.
• Manage all queries as necessary in an efficient manner.
• Accurately clinically code data into the patient record on the clinical system.
• Conduct system searches as requested.
• Ensure that documentation is correctly filed and photocopied as required.
• Oversee and data-enter new and temporary registrations and relevant patient information as required.
• Undertake a broad spectrum of administrative duties commensurate with the role.
• 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.
• Maintain a clean, tidy, effective working area at all times.
• Attend a formal appraisal with their manager at least every 12 months.

In addition to the primary responsibilities, the Lead Receptionist has the following wider responsibilities:

• Use the principles of modern general practice to maximise opportunities for streamlining processes and improving the patient journey.
• Scan patient-related documentation and attach scanned documents to patients' healthcare records.
• Support health promotion and display promotional material on the allocated notice boards and in the waiting room.
• Participate in local initiatives to enhance service delivery and patient care.
• Support in the management of repeat prescriptions, ensuring they are processed accurately and efficiently.
• Support and participate in shared learning.

Person Specification:

• A good standard of education with an expectation of having both GCSE Maths and English at Grade C (Level 4) or above, or Functional Skills Level 2 in Maths and English.
• NVQ Level 3 in Health and Social Care.

Experience:

• Experience of working with the general public.
• Experience of working in a healthcare setting.
• Experience of leading a team.
• Experience of administrative duties.

Skills:

• Excellent communication skills and effective in communicating and understanding patient needs.
• Competent in the use of MS Office and Outlook.
• Problem solver with the ability to process information accurately and effectively, interpreting data as required.
• Ability to use own initiative, discretion, and sensitivity.
• Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity.
• Ability to work as a team member and autonomously.
• Good organisational skills.
• Clinical IT system user skills and the ability to record accurate notes.
• Punctual and committed to supporting the team effort.
• High levels of integrity and loyalty.
• Clear, polite telephone manner.
• Flexible and cooperative.
• Motivated.
• Understanding of safeguarding adults and children.
• Demonstrate personal accountability, emotional resilience and work well under pressure.

Other:

• Occupational Health clearance.
• 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 to check for any previous criminal convictions.