Reception Supervisor

Job description

Job responsibilities

Job Description:

Ratby Medical Centre is a friendly, welcoming GP practice serving our local community. We are a small, supportive team who pride ourselves on creating a positive working environment where staff feel valued and work closely together to provide the best possible care for our patients. We believe in teamwork, open communication and bringing a sense of humour to even the busiest days. We are now looking for a motivated Reception Supervisor to join our team and help support the smooth running of our front-of-house service.

Reception Supervisor

Reports to:Practice Manager / Assistant Practice ManagerResponsible for:Reception staff

Job Summary

The Reception Supervisor is responsible for overseeing the day-to-day running of the reception within the practice. The role ensures the delivery of a professional, efficient and patient-focused reception service while supporting the Practice Manager and Assistant Practice Manager with operational management of reception staff.

The Reception Supervisor will act as the first point of escalation for reception staff and will ensure systems, processes and patient services run smoothly in line with NHS and practice policies.

Key Responsibilities

Team Supervision

• Supervise the daily work of reception staff.
• Provide support, guidance and training to reception team members.
• Assist with induction and training of new staff.
• Monitor staff performance and raise any concerns with the Practice Manager.
• Support staff development and encourage a positive team environment.
• Do the reception staff weekly rotas and ensure staff leave is covered (discussed and agreed with PM)
• Lead reception team hudls

Reception Operations

• Ensure opening / closing process is followed
• Ensure the smooth running of the reception desk and telephone systems.
• Monitor appointment systems to ensure effective use of GP and clinical time.
• Support the team on accurx admin triage
• Ensure patient enquiries are handled efficiently and professionally.
• Act as a point of escalation for complex patient queries or complaints.
• Stock maintenance and ordering

Patient Experience

• Promote a welcoming and professional environment for patients.
• Handle patient concerns or complaints at reception level where appropriate.
• Ensure confidentiality and data protection standards are maintained at all times.

Administrative Oversight

• Ensure reception processes are followed correctly (appointments, registrations, prescriptions, referrals etc.).
• Support the implementation of new systems or processes within reception.
• Monitor workflows and ensure tasks are completed in a timely manner.
• Utilise reception time efficiently to ensure admin tasks are kept of top of each week

Compliance and Policies

• Ensure reception staff adhere to practice policies and procedures.
• Maintain high standards of confidentiality and information governance.
• Support the Practice Manager with audits or monitoring where required.

Communication

• Receive sickness calls from reception team
• Act as a communication link between reception staff and practice management.
• Escalate operational issues promptly to the Practice Manager or Assistant Practice Manager.
• Support team meetings (PLT) and communicate key updates to staff.

Person Specification

Essential

• Experience working in a GP practice
• Experience working on systmone
• Strong organisational and communication skills
• Ability to supervise and support a team
• Excellent patient service skills
• Good IT skills and experience with clinical systems
• Previous supervisory or team leader experience

Desirable

• Experience handling patient complaints

Key Skills

• Leadership and team support
• Organisation and prioritisation
• Patient communication
• Problem solving
• Confidentiality and professionalism

Salary: Depending on experience

Hours: Full time 37.5 hours 5 days per week - hours to be determined

To apply or for further information please email the practice manager Sarah Smith on sarah.smith489@nhs.net

Job Type: Full-time

Benefits:

• Free parking
• On-site parking

Work Location: In person

Person Specification

Experience

Essential

• Person Specification
• Essential
• Experience working in a GP practice
• Experience working on systmone
• Strong organisational and communication skills
• Ability to supervise and support a team
• Excellent patient service skills
• Good IT skills and experience with clinical systems
• Previous supervisory or team leader experience
• Key Skills
• Leadership and team support
• Organisation and prioritisation
• Patient communication
• Problem solving
• Confidentiality and professionalism

Desirable

• Desirable
• Experience handling patient complaints

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

Ratby Surgery

Address

Ratby Medical Centre

Desford Lane

Ratby

Leicester

LE6 0LE

Employer's website

https://www.ratbysurgery.nhs.uk/ (Opens in a new tab)