Parchmore Medical Centre, a GP training practice, is recruiting one of two Frontline Supervisors on 25 hours a week. The post oversees the reception and front-of-house team, covering appointment systems, patient flow, urgent requests, prescriptions and staff rotas. The two supervisors share the practice's opening hours and cover each other's leave, with shifts between 7:45 and 18:30 on weekdays. Previous supervisory experience and a customer-service or reception background are essential.
What the job involves
- Supervise the professional greeting of clients and visitors to the highest standards
- Manage appointment systems, including enquiries by phone and in person, and monitor patient flow into consulting and treatment rooms
- Organise room allocations and co-ordinate clinician availability with the Service Lead and Lead Nurse
- Lead, monitor, motivate and support the reception team, including rotas, appraisals and performance management
- Assist with recruitment, induction and training of frontline patient coordinators
- Ensure prescription requests are processed accurately, efficiently and promptly under practice policy
- Ensure patients without appointments who need urgent consultation are seen under the Urgent Care protocol
- Deal with home visit and urgent appointment requests, and support and handle complaints under practice procedure
- Review operational plans and monitor appointment screens to ensure adequate cover and efficient bookings
- Oversee PCN Advanced Access Hub requirements for rooms and frontline staff
- Run regular patient satisfaction surveys, report results and incorporate patient feedback into practice standards
- Greet locums and provide induction, and deal with first-line IT problems for the frontline team
Qualifications
- O level, GCSE or CSE English and Maths, or equivalent
- Numerate and IT literate, including Microsoft Office
- Demonstrable commitment to professional development
Experience
- Proven reception or administration experience
- Previous supervisory experience
- Dealing with external organisations at management level
- Customer service experience with members of the public
- Experience of Microsoft Office software
Skills & knowledge
- Ability to learn new software and be familiar with email and the internet
- Strict confidentiality
- Working autonomously, using own initiative and setting own priorities
- Sound judgement, resourcefulness and common sense
- Calm under pressure in a changing environment
- Flexible and adaptable, including with working hours
Other
- Working as part of an integrated multi-skilled team
- Pleasant and articulate
Nice to have
- Recognised IT qualification, such as ECDL, or intermediate Word and Excel skills
- Previous work experience at a GP practice
- Experience of clinical systems
- Rota management experience
- Knowledge of appointment systems
- Knowledge of QoF
What’s offered
- Competitive package
- Support for development
- Extra day's leave for birthdays
- Regular social events, such as quiz evenings, BBQs and a Christmas party
- Opportunities to get involved in quality improvement projects
- Staff well-being initiatives
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Contact Details:
The Methodist Church in Britain Recruitment Team
