Care Co-Ordinating Reception Supervisor

The successful applicant will be responsible for the day-to-day supervision and co-ordination of all care navigation staff and associated processes. They will ensure all processes are carried out in accordance with agreed procedures, protocols, and timescales. They will be a point of contact/ support for clinicians, nurses, and trainees. The following are the core responsibilities of the care co-ordinating reception manager.
There may be, on occasion, a requirement to carry out other tasks dependant on staffing levels and practice workload. Care Co-ordinating, Supervisory Role Line managing all the reception team, supporting development, providing guidance and direction. Monitoring workload across the reception team and checking daily that key areas have been actioned and completed. Managing day to day issues that may arise within the team or with individuals.
Regularly evaluating quality of individual and team performance. Supporting the annual reception staff appraisals, leading where necessary. Ensuring adequate staffing levels, approving annual leave and other leave, and organising rotas. Actively participating in the recruitment process of new members of the reception team.
Induction and training of all new reception staff to agreed standards. Overseeing e-learning of all reception staff. Instigating and holding monthly reception team meetings; listening and responding to issues raised by the team. Assisting the assistant manager and practice manager with the compilation of the staff memo.
Dealing with more complex enquiries from patients including informal complaints relating to reception functions. Be the primary link with the social prescribing team, to help co-ordinate the care for patients where non-medical issues may be impacting on their health and well-being, and thus access person-centred local support and education. Acting as a focal point for the practice. Continually assessing and evaluating systems and quality, recommending changes and improvements to the management team as appropriate.
Ensuring that the appointment system is correctly utilised and effectively managed to maximum capacity. Monitoring and managing appropriate appointment bookings. Coordinating and organising the Patient Participation Group; liaising with the group members and ensuring the agenda and minutes are completed. Monitoring and communicating with the patients who have moved out of the practice catchment area.
Acting as a building fire marshal, ensuring fire alarm and emergency lighting tests are carried out in accordance with practice protocol. Ensuring that the visitors log is used appropriately. Ensuring that the reception working space is tidy: stationery and forms are up to date and equipment is in working order. Ensuring that all posters in reception and the waiting room are up to date.
Checking that the cold cain, defibrillator and oxygen checks are carried out daily. Managing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary. Undertaking stock control of the emergency medicines, ensuring all out of date medicines are disposed of and replenished when necessary. Dealing with IT problems and liaising with our local IT services.
Reception Duties Having the flexibility to be able to cover reception when required during times of annual leave or sick leave. Dealing with general telephone enquiries from patients and general public. Booking appointments and home visits, ensuring that patients are offered the most appropriate appointment for their need. Cancelling and rearranging appointments when necessary.
Processing requests for prescriptions and liaising with the pharmacy team. Secondary Responsibilities In addition to the primary responsibilities, the reception manager may be requested to: Take part in audits as directed by the practice manager or Partners. Assist with QOF or LQC targets. Assist with seasonal health campaigns.
Deputise for the assistant manager/ practice manager during periods of absence. The above list is not exhaustive and may be subject to change as deemed necessary.