JOB DESCRIPTION

RECEPTION SUPERVISOR/ADMINISTRATOR

Job Details

Job Title:Reception Supervisor/Administrator Date:June 2016

Responsible to:Practice ManagerResponsible for:Reception Staff

Location:Dr Crossin Higgins Practice, Glen Road Surgery, 1A Norfolk Parade, BT11 8DA

Job Purpose:To provide administrative support to the Practice and Practice Manager whilst ensuring administrative systems are continually reviewed and updated. To co-ordinate and participate in Reception duties ensuring Reception staff are supported and all patients and visitors are treated, by all, in a professional and pleasant manner. To assist with the registration of new patients and take joint responsibility for dealing with any queries that arise in Reception. To Deputise for the Practice Manager in her absence.

Organisation Chart

Key Tasks of the Post

Staffing:

  • First-line Supervisor to Reception staff, motivating them, identifying any skill gaps and assisting in ongoing training
  • Prepare the staff rota ensuring there is adequate cover at times of absence
  • Organise cover for extended hours sessions and Saturday flu clinics
  • Monitor staff annual leave requests
  • Ensure office staff’s compliance with Practice protocols and procedures
  • Assist Practice Manager in recruitment and training of new staff

Administration:

  • Resolve day-to-day operational and administrative problems
  • Pro-active in monitoring and seeking out opportunities to improve administrative systems and procedures
  • Ensure that office stationery supplies are kept at an adequate level
  • Assist in arranging training afternoons and social outings

Finance:

  • Record incoming and outgoing petty cash and private fee payments
  • Monitor costs of office stationery supplies and seek out competitive prices if necessary

IT:

  • Assist in training GPs and staff in the use of programmes used at the Practice
  • Provide solutions to IT software problems
  • Liaise with relevant organisations to provide solutions to hardware problems

Rotas:

  • Produce the staff rota ensuring there is adequate cover for periods of leave and sickness

Deputy Manager Duties:

  • Deal with patient complaints
  • Deal with any other GP, Clinical staff or Administrative staff queries

General:

  • Participate in the daily office Reception rota
  • To assist with the registration of new patients and take joint responsibility for dealing with any queries that arise in Reception with particular emphasis on private and overseas patients
  • Exercise his/her own initiative within the parameters of the job description
  • Carry out any other delegated duties considered appropriate to the post

Key Skills Required

  • Flexible approach to duties and working hours to ensure tasks are covered and completed
  • Motivational skills enabling staff to reach their potential and to work together effectively
  • Productive team member with the ability to work independently as required
  • Organised whilst undertaking routine tasks with the ability to respond quickly to changing priorities in order to meet deadlines
  • Quick thinking with the ability to make decisions and solve problems for yourself and on behalf of the team
  • Approachable and empathetic with colleagues and patients alike with excellent communication and interpersonal skills

Communications and Working Relationships

  • The postholder will promote good communication within the primary care team by being approachable and knowledgable regarding all aspects of patient services
  • The postholder will report to the Practice Manager to discuss requests for personal annual leave or TOIL thus ensuring cover of the post
  • The postholder will communicate face to face with all team members on a daily basis, utilise telephone and e:mail as a means of internal and external communication and regularly take part in team meetings to ensure updated knowledge of systems and procedures or other important information is gained and/or shared

Assignment and Review of Work

  • The post holder is responsible for his/her own continual professional development and performance regarding the efficient running of the Reception area and Administration of the Practice.
  • The post holder will use his/her discretion to anticipate or resolve problems independently throughout the course of his/her duty. Any complex problems or complaints, in relation to staff or patients, which cannot be resolved should be reported to the Practice Manager.
  • Responsible for own upkeep of personal development plan by identifying any gaps in skills and knowledge at annual appraisal
  • A willingness to undertake relevant training/courses in order to close the skills and knowledge gap

Most Challenging Part of the Job

  • Meeting the demands and expectations of all colleagues, patients and visitors whilst working with restricted resources by using effectivecommunication and practical skills

Systems Used

  • EMIS PCSClinical records and appointments system
  • Docman:Mail scanning system
  • DocmanElectronic mail
  • EmisElectronic results
  • Microsoft Word:Word processing
  • Microsoft Excel:Spreadsheet
  • Microsoft Outlook:E:mail
  • Front Desk System:Patient Self Check-In system