We are currently seeking a confident and capable Office Supervisor to join our team on a permanent basis, working between 30-37 hours per week. This role is pivotal in ensuring the smooth operation of our Care Navigator/Clinical Administrator teams, supporting office efficiency, and helping to maintain our commitment to high-quality patient care. Initiative, empathy, good written and verbal communication skills, resilience, confidentiality and common sense are essential as you will be dealing with sensitive confidential information on a daily basis.
Main duties of the job
To ensure the smooth running of the Admin Operations Team and processes. Ensuring the site/s works effectively and efficiently to deliver quality standards and excellent customer service further supporting CQC / organisational requirements. The role will involve working closely with and supporting the Team Leaders, acting as first port of call for any Admin queries on the day.
About us
Larwood Health Partnership is a GP Practice based over 4 sites in Worksop, Carlton-in-Lindrick and Manton. We are also rated CQC Outstanding.
We are a forward thinking, supportive Practice that embraces new ideas and innovation with the aim of producing better patient outcomes and efficient ways of working, whilst achieving a good work life balance.
Job responsibilities
1. To support the Team Leaders in dealing with daily issues/queries raised by staff and patients on site.
2. To ensure sickness absence is reported through to the Team Leader, along with any issues identified as a result of the absence i.e. locking up procedures.
3. Ensure regular daily updates/communications with Team Leader as appropriate to ensure fully aware of factors that could affect the role, using the appropriate method of communication.
4. Supervise the Admin team ensuring maximum productivity and efficiencies and update the rota accordingly to ensure on the day work volumes and processes are prioritised.
5. Monitor incoming call volume and call waiting times whilst ensuring all admin staff are taking calls in line with the rota at appropriate times plotted between 8-6:30. Escalate to TL where calls peak and become unmanageable and support is required.
6. Review resourcing hours vs demand for 'Admin' Smart requests and oversee 'Medical requests' process.
7. React positively and be flexible with regard to rota changes. Ensure staff are aware of these changes.
8. Conduct first and second, non-complexed, return to work interviews, ensuring absence management procedures are followed and team members are provided with relevant information to improve their attendance at work.
9. Conduct Staff 1:1 meetings at 3 months and 9 months, updating the Training Needs Analysis spreadsheet following reviews and whenever staff develop their skills.
10. Ensure that the reception team are directing the patient to the most appropriate health professional or service and care navigation tools used e.g., hub star.
11. Ensure that the reception team are informing patients how to make the best use of the service, using technology and systems as appropriate.
12. Effectively deal with informal complaints specific to the remit of the role and document accordingly in line with procedure.
13. Liaise with the Team Leader if a training requirement is identified.
14. Undertake key processes/support the Admin Operations function in specific trained areas e.g., pathlinks, scripts, online appointment systems, reception, phones as and when needed.
15. In the absence of the Team Leader update the rota when there is reactive staff absence, ensuring the relevant absence form is completed / accurate information documented.
16. Report any performance management issues to Team Leader immediately and ensure the form is completed / accurate and full information documented.
17. Assist with inductions for new staff members.
18. Relay information from GPs and Management to the Admin team as necessary as instructed by TL / Manager.
19. Share knowledge and have input in the development of Office Protocols and changes to processes.
20. Assist with IT issues on site.
21. Liaise with Team Leader in the first instance where health and safety or premises issues are identified and escalate to Estates Manager in Team Leader absence.
Person Specification
Qualifications
* You must hold GCSE grades 4-9 (or equivalent) in at least five subjects, including Maths and English.
* Relevant training or courses that support the ability to supervise a team.
Skills
* IT Skills.
* Clear, polite, telephone manner.
* Interpersonal skills.
* Confidential.
* Knowledge of SystmOne IT system.
Experience
* Working within a GP Practice.
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.
#J-18808-Ljbffr