Office Supervisor

Job Summary

We are currently seeking a confident and capable Office Supervisor to join our team on a permanent basis. 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.

You will need to have proven supervisory experience, including conducting staff reviews and return-to-work meetings. You should be confident in supporting the team and wider organisation with enthusiasm and professionalism, while also being approachable, friendly, and capable of building positive relationships with both staff and patients.

You must hold GCSE grades 4–9 (or equivalent) in at least five subjects, including Maths and English, as well as relevant training or courses that support the ability to supervise a team.

This role requires flexibility. Hours may range between 08:00 and 20:00, including weekends on a rota basis. You will be provided with your rota at least three weeks in advance.

As part of this role, you may be required to work at any of our sites in Worksop, Langold and Carlton and will therefore need a full UK driving licence and have access to your own vehicle.

Main duties of the job

• To provide a reception service for all patients and visitors reporting to the reception desk including appointment bookings, prescription requests and other queries such as explaining practice protocols where relevant e.g., home visit protocol.
• To receive and deal with incoming telephone calls into the Practice ensuring that patients are dealt with by the right person, in the right way at the right time.
• To be aware of the different services available to patients and ensure patients are being navigated to the right clinician or service, which may be face-to-face, over the telephone or using on-line systems following the processes set down in Practice protocols. To ensure that all communication with patients using all media is done safely, securely, and accurately.
• To give appropriate advice in cases of emergencies by following protocols e.g., chest pain protocol.

About us

Larwood Health Partnership is a GP Practice based over 4 sites. We believe in delivering a first-class service to our patients and are rated as Outstanding by CQC. Our patient list size continues to grow and as a result we are looking for a conscientious individual to complement our team of expert Care Navigators/Clinical Administrators.

Job description

Job responsibilities

Job Purpose: 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’.

Special Considerations:

• The ability to communicate effectively with all members of the Practice Team and present information in an understandable format.
• To be passionate about customer service
• To be professional, confidential, fair, approachable, reliable, positive with integrity, initiative, and focus
• To be flexible in terms of time and location to meet the needs of the role.
• Advocate for the business and promote a pleasant and safe working environment.

Knowledge, Skills, and Experience:

• Ability to work under pressure in a fast moving and challenging environment supporting reactively and positively to daily staff & /Patient queries / complaints whilst understanding the operational business needs that underpin
• Excellent communication and interpersonal skills
• Good analytical, organisational, motivational, and problem-solving skills
• The ability to cope and help manage change and promote management decisions in a positive way considering all factors including efficiency
• An excellent knowledge of Practice Protocols and Policy

Key Result Areas:

1. To support the Team Leaders in dealing with daily issues/queries raised by staff 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 – ie 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, using the appropriate methods of communication

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 v 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, SC2 information is completed, and the Team Leader is advised accordingly to ensure working in line with policies & procedures

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, o-line 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

Other Duties and Responsibilities:

• Attend meetings as requested.
• Always uphold data and personal confidentiality
• Follow security procedures.
• Follow all site-specific Health & Safety procedures.
• Be a positive role model to others and promote the Practice in a positive light.
• Not exhaustive – to carry out any other duties as relevant to the role and Site specific as necessary.
• Ensure adherence in line with company policies & procedures.

Communications and Working relationships:

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 people’s needs for alternative methods of communication and respond accordingly.

Confidentiality:

While 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 will 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, to 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
• Reporting potential risks identified

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 people’s 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.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Take responsibility for own development, learning and performance and demonstrate skills and activities to others who are undertaking similar work.

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 team’s performance.
• Work effectively with individuals in other agencies to meet patients’ needs
• Effectively manage own time, workload and resources