Job summary The Village Practice, Thornton-Cleveleys are looking for a Reception and Patient Services Supervisor. This is a permanent role. The role will offer support to the practice management in the day to day running of The Village Practice. With responsibility for the day-to-day supervision of reception staff and Patient Services Advisors, you will lead the front of house functions of the practice to ensure hight quality patient experience. In your supporting statement, please demonstrate how you meet the criteria in the person specification Main duties of the job We are a busy practice therefore require someone who can work well under pressure. The ideal candidate will have excellent customer skills, be computer literate and flexible and have experience of working in Primary Care, ideally General Practice. You will oversee the smooth running of the reception team and be responsible for the day-to-day supervision of reception staff and Patient Service Advisors. ensuring all functions are carried out in accordance with agreed procedures, protocols and timescales. This is a new role and has the potential to develop to meet the needs or the organisation. About us Situated in the village of Thornton-Cleveleys, five miles to the north of Blackpool, The Village Practice is a patient centred two partner teaching and research practice. The multi-disciplinary team is made up of Partners, Locum and salaried GPs, Advanced Nurse Practitioners, Practice Nurses, Nursing Associates and Health Care Assistants who are supported by administrative support. The Practices list size is 8,700. We are a teaching practice and as such have regular turnover of medical students, junior doctors and GP registrars. The Practice will request a DBS (CRB) for this role as it involves regulated activities. The Practice is compliant with the Disclosure and Barring Service Codes of practice and the Rehabilitation of offenders act. For more information about the post, please contact Adrian Machinn, Practice Business Manager at adrian.machinn1nhs.net Applications will be reviewed as they are received. Candidates are advised to apply as soon as possible The Practice obtains a high QOF achievement and a GOOD CQC status. Please visit our website www.villagepracticethornton.nhs.uk/ for further information. Date posted 21 January 2025 Pay scheme Other Salary Depending on experience Contract Permanent Working pattern Full-time, Flexible working Reference number A1163-25-0001 Job locations Church Road Thornton-cleveleys Lancashire FY5 2TZ Job description Job responsibilities The role will offer support to the practice management in the day to day running of The Village Practice. With responsibility for the day-to-day supervision of reception staff and Patient Services Advisors, you will lead the front of house functions of the practice to ensure hight quality patient experience. Duties and Responsibilities of the Post: Oversee the smooth running of the reception team Responsible for the day-to-day supervision of all reception staff and Patient Services Advisors and associated functions, ensuring all functions are carried out in accordance with agreed procedures, protocols and timescales Reporting issues to the Practice Business Manager as necessary. Promote a harmonious and professional atmosphere in this public facing role. Oversee all administration tasks in reception Delegation and monitoring of daily clerical work Ensure adequate staffing levels, approve annual and other leave, and organise rotas ensuring all functions are covered as required (non-clinical) Induction of new locum/ agency/ temp staff at the point of their arrival Deal with more complex enquiries from patients including informal complaints relating to Patient Service Advisors and reception functions Manage day to day issues that may arise within the team or with individuals Regularly evaluate quality of individual and team performance Deal with general telephone enquiries from patients and general public Book appointments and home visits Responsible for GP links including summarising patient records. Process requests for repeat prescriptions Register new patients, ensuring full practice information is given Process requests for EMIS access to prescriptions, booking and records access Deputise for Practice Business Manager when on leave Continually assess and evaluate systems and quality, recommending changes and improvements to the practice manager as appropriate Work to achieving practice targets in QOF, LES and DES Induction and training of all new staff to agreed standards Bi-monthly 1-2-1 reviews with all reception staff and Patient Service Advisors Hold and record regular team meetings Support the annual appraisal process for reception staff Monitor staff leave, performance and development Patient engagement and liaison Promote on-line options for registered patients Support and promote the Patient Participation Group Support and promote Patient Awareness events Support the Practice Business Manager in management of complaints, comments, and complements The above list of duties is not exhaustive and may be subject to change as deemed necessary Job description Job responsibilities The role will offer support to the practice management in the day to day running of The Village Practice. With responsibility for the day-to-day supervision of reception staff and Patient Services Advisors, you will lead the front of house functions of the practice to ensure hight quality patient experience. Duties and Responsibilities of the Post: Oversee the smooth running of the reception team Responsible for the day-to-day supervision of all reception staff and Patient Services Advisors and associated functions, ensuring all functions are carried out in accordance with agreed procedures, protocols and timescales Reporting issues to the Practice Business Manager as necessary. Promote a harmonious and professional atmosphere in this public facing role. Oversee all administration tasks in reception Delegation and monitoring of daily clerical work Ensure adequate staffing levels, approve annual and other leave, and organise rotas ensuring all functions are covered as required (non-clinical) Induction of new locum/ agency/ temp staff at the point of their arrival Deal with more complex enquiries from patients including informal complaints relating to Patient Service Advisors and reception functions Manage day to day issues that may arise within the team or with individuals Regularly evaluate quality of individual and team performance Deal with general telephone enquiries from patients and general public Book appointments and home visits Responsible for GP links including summarising patient records. Process requests for repeat prescriptions Register new patients, ensuring full practice information is given Process requests for EMIS access to prescriptions, booking and records access Deputise for Practice Business Manager when on leave Continually assess and evaluate systems and quality, recommending changes and improvements to the practice manager as appropriate Work to achieving practice targets in QOF, LES and DES Induction and training of all new staff to agreed standards Bi-monthly 1-2-1 reviews with all reception staff and Patient Service Advisors Hold and record regular team meetings Support the annual appraisal process for reception staff Monitor staff leave, performance and development Patient engagement and liaison Promote on-line options for registered patients Support and promote the Patient Participation Group Support and promote Patient Awareness events Support the Practice Business Manager in management of complaints, comments, and complements The above list of duties is not exhaustive and may be subject to change as deemed necessary Person Specification Skills, Qualities and Other Requirements Essential Excellent communication skills (written and verbal) Competent in the use of Office and Outlook, particularly Excel and Word Effective time management (Planning & Organising) Ability to work as a team member and autonomously Sensitive and empathetic Ability to work under pressure Flexible and cooperative Flexibility to work through office hours (between 7.30am and 6.45pm) Qualifications Essential GCSE Mathematics & English (Grade 4 or above) or equivalent Evidence of continual professional development Experience Essential Experience of managing staff rotas, preparing reports for senior management, running searches to support contract reporting requirements. Experience of working with junior and senior staff and ability to engage with both staff and patients. Experience of working to targets and KPIs Experience of working in Primary Care Desirable Experience of managing of difficult situations and complaints management Experience of managing a reception team Person Specification Skills, Qualities and Other Requirements Essential Excellent communication skills (written and verbal) Competent in the use of Office and Outlook, particularly Excel and Word Effective time management (Planning & Organising) Ability to work as a team member and autonomously Sensitive and empathetic Ability to work under pressure Flexible and cooperative Flexibility to work through office hours (between 7.30am and 6.45pm) Qualifications Essential GCSE Mathematics & English (Grade 4 or above) or equivalent Evidence of continual professional development Experience Essential Experience of managing staff rotas, preparing reports for senior management, running searches to support contract reporting requirements. Experience of working with junior and senior staff and ability to engage with both staff and patients. Experience of working to targets and KPIs Experience of working in Primary Care Desirable Experience of managing of difficult situations and complaints management Experience of managing a reception team 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 The Village Practice Address Church Road Thornton-cleveleys Lancashire FY5 2TZ Employer's website https://www.villagepracticethornton.nhs.uk/ (Opens in a new tab)