Reception Supervisor

Job description

Job responsibilities

Key Responsibilities:

1. Supervision and Team Leadership:

   • Lead, manage, and motivate the reception team, ensuring they deliver a high standard of service.
   • Coordinate and manage rotas, ensuring adequate staffing levels during all shifts.
   • Provide training and support to new and existing reception staff on procedures, systems, and policies.
   • Conduct regular performance appraisals and one-to-one meetings with team members.
   • Handle any performance issues or disciplinary matters in line with practice policies.

2. Patient Services:

   • Ensure the reception team provides a professional, friendly, and efficient service to all patients and visitors.
   • Oversee the smooth management of patient appointments, including bookings, cancellations, and rescheduling, using practice IT systems (such as EMIS, SystmOne).
   • Handle patient queries, complaints, and concerns, escalating any unresolved issues to the Practice Manager when necessary.
   • Maintain effective communication with patients, including delivering messages from clinicians or practice management.

3. Operational Efficiency:

   • Ensure the reception area runs efficiently, including patient check-in, waiting times, and appointment flows.
   • Regularly review and improve reception processes to enhance service delivery.
   • Ensure that all reception and administrative tasks are completed accurately and in a timely manner.
   • Oversee the management of repeat prescription requests and other patient documentation.

4. Communication:

   • Act as the key point of contact between reception and the wider practice team, ensuring effective communication between clinicians, management, and administrative staff.
   • Relay important messages to and from clinical staff and patients.
   • Inform the reception team of any changes in practice policies, procedures, or systems.

5. Administration and Record Keeping:

   • Oversee the accurate input and management of patient data, ensuring compliance with data protection regulations (GDPR).
   • Assist the Practice Manager with administrative duties as required, including handling correspondence, reports, and invoices.
   • Ensure patient records, appointment schedules, and other administrative documents are maintained and filed appropriately.
   • Manage practice cash-handling processes, including patient payments, petty cash, and issuing receipts.

6. Compliance and Confidentiality:

   • Ensure the reception team adheres to all practice and NHS policies and procedures, including those related to confidentiality, patient safety, and data protection.
   • Ensure the team is aware of and complies with infection control measures and health and safety regulations.

7. Problem Solving and Decision Making:

   • Address day-to-day issues that arise in the reception area, such as appointment booking errors, system failures, or patient complaints.
   • Use initiative to resolve any issues efficiently, escalating more complex matters to the Practice Manager as necessary.

8. Technology and Systems:

   • Oversee the use of practice management systems (e.g., EMIS) for patient bookings, record-keeping, and prescription management.
   • Troubleshoot minor IT issues and liaise with IT support when necessary.

• Leadership and Management: Ability to lead, support, and develop a reception team effectively.
• Communication: Excellent interpersonal and communication skills, both written and verbal, to interact with patients, staff, and external agencies.
• Organisational Skills: Strong time management and multitasking skills to oversee multiple duties simultaneously.
• Customer Service: A focus on delivering excellent patient care and service.
• Problem Solving: Ability to remain calm and manage difficult situations, including patient complaints or operational challenges.
• IT Literacy: Competency in using GP practice management systems (e.g., EMIS, SystmOne) and standard office software (Microsoft Office).
• Attention to Detail: Ensuring accuracy in appointment scheduling, data entry, and patient records.
• Confidentiality and Professionalism: Commitment to maintaining patient confidentiality and adhering to GDPR and other regulatory requirements.

Person Specification

Qualifications

Essential

• Previous experience in a healthcare reception or administrative role, preferably in a GP practice.
• GCSE grade A to C in English and Maths

Desirable

• Experience supervising or managing a team is highly desirable.
• Familiarity with NHS procedures, patient confidentiality, and GP practice management systems (e.g., EMIS) is preferred.
• Relevant qualifications in customer service or administration are an advantage.

Experience

Essential

• Experience of working in an admin role
• Experience of managing/supervising a team

Desirable

• Experience of working in primary care
• Experience of working in a GP practice

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Bridgemary Medical Centre

Address

2 Gresgon Avenue

Gosport

Hampshire

PO13 0HR

Employer's website

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