Reception supervisor job description & person specification
Job Title Reception Supervisor
Line Manager Reception Lead
Accountable to The Practice Manager and Partners
Hours per week 27.5 - 37.5
Job Summary
To be responsible for the leadership of the reception staff in order to present a professional and effective reception service across the organisation.
Staff Leadership
▪ Lead the care navigators across all sites and ensure the provision of a professional and effective reception service.
▪ Ensure appropriate cover across all sites is maintained at all times.
▪ Support the Reception Lead to Organise, coordinate and chair team meetings as required; ensuring meeting notes are and circulated accordingly.
▪ Support the reception lead in ensuring relevant targets and goals are set and monitored.
▪ Ensure relevant training of team members across all sites.
▪ Ensure CQC compliance for reception staff.
▪ Regularly audit the reception team to ensure the highest possible level of quality of service and standards is being provided; including receiving all patients in a polite and courteous manner, and providing an efficient and effective telephone answering service.
▪ Increase the use of online registrations to meet targets set.
▪ Support the Reception Lead to Lead on health and wellbeing campaigns and external patient facing activities (open evenings etc).
▪ Proactively address any shortcomings in service provision, suggesting amendments as needed.
▪ Undertake any other duties as required by the Practice Manager and Reception Lead.
Administration
▪ Ensure that the practice displays are kept up to date.
▪ Ensure data entry for reception forms e.g. new patient questionnaires is completed accurately.
▪ Support on the organisation of inductions and training matrix's for all new team members.
▪Support the reception lead on ensuring there is ongoing training for reception staff.
▪ Support the reception lead to arrange and update reception rota's to ensure all area's of the reception role is being completed.
▪ monitor all workloads of that assigned to reception, ensuring all workloads are complete in a timely manner - highlighting to the reception lead when their are areas of improvement for any staff members
▪ Provide encouragement and oversight to the overall running's of reception.
Premises
▪ Ensure that the cleanliness and tidiness of the practice reception areas is maintained.
▪ Ensure adequate stocks of stationary supplies and team uniforms as necessary.
▪ Ensure CQC compliance for reception staff.
Generic Responsibilities
All reception staff at Larksfield and Arlesey Medical Partnership have a duty to conform to the following:
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Equality, Diversity & Inclusion (ED&I)
A good attitude and positive action towards ED&I creates and environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.
Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.
Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that you treat our patients and their colleagues with dignity and respect.
Safety, Health, Environment and Fire (SHEF)
This practice is committed to supporting and promoting opportunities to for staff to maintain their health, well-being and safety. You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990,
Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.
Confidentiality
This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times. It is essential that if, the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.
Quality & Continuous Improvement (CI)
To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.
This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.
Induction Training
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On arrival at the practice all personnel are to complete a practice induction programme.
Learning and Development
The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake and complete mandatory training as directed by the training coordinator, as well as participating in the practice training programme.
Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and ultimately, enable them to improve processes and service delivery.
Collaborative Working
All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.
Service Delivery
Staff at Larksfield and Arlesey Medical partnership must adhere to the information contained with practice policies and regional directives, ensuring protocols are adhered to at all times. Staff will be given detailed information during the induction process regarding policy and procedure.
Security
The security of the practice is the responsibility of all personnel. Staff must ensure they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks to anyone and are to ensure that restricted areas remain effectively secured.
Professional Conduct
At Larksfield and Arlesey Medical Partnership , staff are required to dress appropriately for their role. Administrative staff will be provided are to dress to that of the uniform policy and ensure smart office attire is worn, whilst clinical staff must dress in accordance with their role.
Leave
All personnel are entitled to take annual leave
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This document may be amended following consultation with the post holder, to facilitate the development of the role, the practice and the individual. All personnel should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the practice.
1. Person specification
This is a specification of the experience, skills etc required to effectively carry out the duties and responsibilities of the post as outlined in section 3, and forms the basis for selection.
Essential Desirable
Qualifications
Good standard of general education √
Team leading qualification √
Drivers licence √
Experience
Leading or Supervising a team √
Coordinating and motivating colleagues within a team √
Dealing with customer and employee queries √
Delivering improvements in reception practices √
Skills, knowledge and abilities
Interpersonal skills with ability to communicate effectively at √
all levels
Self and team motivator √
IT skills √
Prioritising and delegating √
Planning and organising √
Problem solving and conflict management √
Taking the initiative √
Customer service √
Demonstrable leadership qualities √
Resilient; able to work under pressure √
Pay: £13.50 per hour
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
Ability to commute/relocate:
- Stotfold and Arlesey SG15 6SN: reliably commute or plan to relocate before starting work (required)
Work Location: In person
