Reception supervisor job description Supervisory Oversee the smooth running of reception by working within KPIs Ensure the timely completion of reception tasks by the reception team in line with KPIs including, but not limited to, prescription requests, reception tasks, footfall, reception emails Ensure prescription and prescription paper security for the practice following practice policy Deal with and keep a record of patient complaints and concerns raised and escalate as required Participate in a weekly meeting with the practice manager Keep the reception team up to date with changes Empower receptionists to deal with a range of queries Oversee the day to day appointment system and monitor usage Perform all reception duties Promote research projects that the practice is participating in Oversee the registration of new patients and patient record transfers Oversee the maintenance of stock levels for areas delegated to the reception team Oversee keeping the information in the waiting room up to date, accurate and appropriate, liaising with the assistant practice manager about the timetable for health promotion Promote online access through the NHS APP Ensure strong care navigation by the reception team utilising the PCN and external services in line with guidance Liaise with peers in the PCN Attend PPG meetings as required Deputise for management as necessary Maintain a good working environment and culture in line with the practice visions and values Link reception to the wider team Consider the impact that reception processes have on the wider team Implement changes with a positive approach Have a good understanding of the services provided by the practice and PCN by different roles within the practice and PCN Staffing Complete the reception rotas at least 4 weeks in advance liaising with other members of the team about the room rotas for Hayfield opening Participate in staff appraisals Provide cover for Practice Manager and Assistant Practice manager, completing return to work interviews on the first day of staff returning to work following short term sickness of up to 1 week escalating any issues, themes or trigger points to the practice manager Training the reception team in line with practice policies and procedures Oversee the e-learning for the reception team 100% compliance Oversee reception annual leave, TOIL and overtime in line with practice policy and ensuring sufficient cover Evaluate and monitor the quality of individual and the teams performance against KPIs Challenge poor performance and provide constructive feedback and support Participate in staff recruitment as required Support whole team wellbeing Have a good understanding of HR and employment law requirements relating to line management, with support from the practice manager Administrative Support with premises maintenance Work to enhanced services targets Assist with and oversee contacting patients via the most appropriate means of communication to book appointments as identified by the clinical team or through the clinical system, promoting patient wellbeing and safety. Oversee dealing with patient queries relating to private work and SARS where documented Oversee the practice phone system, ensuring that messages are kept up to date, practice closures are included on the system, staff logins are created and disabled as staff start and leave Governance Maintain high levels of health and safety for the reception and wider team including but not limited to; DSE, first aid, slips, trips and falls, lone workers, waste management Raise significant events and conduct investigations with support from other members of the team where appropriate Maintain high information governance and data protection procedures within reception at all times Ensure that reception processes are in line with contractual requirements, services specifications and other guidance Any other reasonable request asked by management Confidentiality In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. Health & Safety The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures. This will include: Using personal security systems within the workplace according to practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks Making effective use of training to update knowledge and skills Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Actively reporting health and safety hazards and infection hazards immediately when recognised Keeping own work areas and general patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role Undertaking periodic infection control training Reporting potential risks identified Demonstrate due regard for safeguarding and promoting the welfare of children and adults Equality and Diversity The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights Quality The post-holder will strive to maintain quality within the practice, and will: Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources Professional development The post-holder will participate in any training program implemented by the practice as part of this employment, to include: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance, and demonstrating skills and activities to others who are undertaking similar work Communication The post-holder should recognise the importance of effective communication within the team and will strive to: Communicate effectively with other team members Communicate effectively with patients and carers Recognise peoples needs for alternative methods of communication and respond accordingly Contribution to the Implementation of Services The post-holder will: Apply practice policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audits where appropriate