Reception Supervisor

Job description

Job responsibilities

Job Title: Reception Supervisor

Responsible To: Management Team

Location: Len Valley Practice (Main and Branch Site)

Contract Type: Full-time, Permanent

Overview

Len Valley Practice is seeking a professional and compassionate Reception Supervisor to lead and support our busy reception team.

As Reception Supervisor, you will be the first point of contact for patients and the reception team, ensuring the smooth and efficient running of the surgery. The ideal candidate will have excellent communication skills, a friendly demeanour, and the ability to handle sensitive information with the utmost confidentiality. You will play a key role in delivering a high-quality patient experience while supporting and developing the reception team.

Key Responsibilities

In this role, you will:

• Greet and assist all patients and visitors in a friendly, courteous, and professional manner.
• Operate the practice appointment and clinical systems (e.g. EMIS) accurately and efficiently.
• Respond to patient queries by telephone and face-to-face, signposting appropriately.
• Support clinicians with requests for files, messages, calls, and administrative tasks.
• Ensure reception and patient areas are clean, safe, and welcoming.
• Coordinate reception staff duties to ensure coverage and task completion.
• Run searches, recalls, and basic audits as requested.
• Conduct and minute reception/admin team meetings.
• Act as the first point of contact for minor complaints and escalate when required

Supervisory Responsibilities

As Reception Supervisor, you will provide leadership and day-to-day support to the reception team. You will:

• Assist in the recruitment, induction, training, and development of reception staff.
• Maintain and update reception handbooks and "how to" guides.
• Lead by example, modelling professional behaviour and a patient-first approach.
• Monitor mandatory training compliance and support ongoing staff development.
• Contribute to appraisals and probationary reviews where appropriate.
• Create and manage weekly reception rotas, approve annual leave, and arrange cover where required.
• Handle sickness absence reporting and monitoring.
• Manage day-to-day team issues and resolve conflicts, escalating to management where necessary.
• Deal with more complex patient enquiries, including informal complaints, before escalation.
• Continually assess and evaluate reception systems, recommending improvements to the Practice Manager or Operations Manager.

Risk Management & Compliance

You will ensure that the reception team adheres to practice policies and meets compliance standards by:

• Supporting fire safety procedures and emergency protocols.
• Logging and assisting in the investigation of significant events and patient incidents.
• Providing support with CQC compliance and documentation.
• Monitoring appointment system usage and highlighting issues to the Operations Manager.
• Ensuring staff are trained and confident in using telephone and online systems.
• Signposting patients appropriately using care navigation principles.
• Overseeing and delegating QOF target/recall areas.

Premises

Ensure both the main site and the branch surgery have reception cover during core hours

The opening up and closing down processes are known by receptionists and are followed

The premises are secured appropriately and the location of keys are known

Professional Standards

The Reception Supervisor is expected to:

• Maintain strict confidentiality and adhere to information governance protocols.
• Use sound judgement and initiative when managing issues or escalating concerns.
• Uphold practice values and contribute positively to a collaborative team culture.
• Be proactive, solution-focused, and adaptable to the needs of the practice.
• Undertake any other appropriate duties delegated by Senior Management.

Person Specification

Qualifications

Essential

• Minimum GCSE English and Maths Grade C/4 (or equivalent).
• Experience using EMIS and knowledge of GP rotas.

Desirable

• Additional training or certification in medical office administration or healthcare administration

Experience

Desirable

• Previous experience in a medical receptionist role or similar administrative position (preferred).
• Excellent interpersonal and communication skills, with the ability to interact professionally with patients, staff, and visitors.
• Proficiency in using computer software for appointment scheduling, electronic medical records, and general office tasks.
• Strong organisational skills and attention to detail, with the ability to multitask and prioritise tasks in a fast-paced environment.
• Knowledge of medical terminology, billing procedures, and privacy regulations.
• Compassionate and empathetic attitude towards patients, with a commitment to providing outstanding customer service.
• Knowledge of patient confidentiality, the Data Protection Act 2018, and GDPR.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Len Valley Practice

Address

Groom Way

Lenham

Maidstone

Kent

ME17 2QF

Employer's website

https://www.lenvalleypractice.co.uk/ (Opens in a new tab)