Reception Supervisor

Job description

Job responsibilities

Role Purpose

The Reception supervisor is responsible for overseeing the day-to-day operations of the reception, ensuring efficient patient flow, exceptional customer service, and smooth administrative processes. This role serves as a vital link between the reception team and the operations, supporting the implementation of practice policies, upholding high operational standards, and proactively addressing any front-line issues as they arise.

Reception Head Key Responsibilities

Oversee the day-to-day operations of the reception area to ensure the Practice delivers a professional, efficient, and responsive service to patients.

Lead, motivate, and support the reception team in providing a high-quality, patient-focused service.

Act as the first point of contact for all reception-related queries from staff, patients, and other healthcare professionals.

Manage daily staffing requirements, including rota coordination, shift cover, and workload allocation.

Monitor and maintain high standards for telephone answering, appointment booking, and all patient communications.

Provide guidance and support to the reception team in handling patient queries and resolving issues as they arise.

Assist the Practice Manager in recruiting new staff, including participation in shortlisting and interviews.

Contribute to the induction, training, and ongoing development of new and existing staff members.

Maintain accurate and up-to-date staff training records and ensure compliance with required training standards.

Organize regular reception team meetings, preparing agendas in advance and recording key outcomes.

Support staff performance monitoring and development through regular feedback and coaching.

Address complaints and service issues promptly, resolving them at first contact where possible and escalating when necessary.

Ensure all reception staff adhere to Data Protection Regulations, promptly reporting any breaches or concerns to the Practice Manager.

Alert the Practice Manager to any staffing concerns or performance issues as soon as they arise.

General Administration

Ensure all telephone calls are answered promptly, courteously, and professionally.

Schedule appointments in line with agreed practice protocols.

Monitor practice email accounts and ensure timely, professional responses.

Accurately record all correspondence and relevant information in patient records.

Respond promptly and accurately to medication requests, assisting in resolving queries from patients and pharmacies.

Process patient registrations efficiently and with a high degree of accuracy.

Train new staff in the registration process, maintaining consistent standards and addressing any issues as they arise.

Manage incoming and outgoing post daily to ensure smooth administrative flow.

Contribute to the review and updating of practice policies and protocols as requested by the Practice Manager.

Premises and Equipment

Maintain a clean, organized, and welcoming reception area at all times.

Ensure adequate stock of essential supplies - e.g., stationery, printer cartridges, etc.

Conduct risk assessments as required and implement any necessary corrective actions.

Report any maintenance or repair needs promptly to the Practice Manager.

Health and Safety

Ensure all reception staff are briefed on and adhere to infection prevention and control protocols.

Support the Practice Manager in maintaining a safe and compliant working environment for staff and patients.

Ensure all staff remain up to date with mandatory Health and Safety training requirements.

Ensure all reception staff are briefed on, and adhere to, infection prevention and control protocols.

Participate in regular fire drills and ensure staff are familiar with evacuation procedures.

Conduct quarterly checks of all safety alarms in collaboration with the Practice Manager.

Report any faults or issues with the security alarm system promptly to the Practice Manager.

Other Ad-hoc

Meet weekly with the Practice Manager to provide updates and agree on priorities.

Participate in staff meetings and other relevant meetings as required.

Undertake any additional duties appropriate to the role as requested by the Practice Manager.

Person Specification

Qualifications

Essential

• Previous experience of working in a similar role
• Strong interpersonal skills
• Desirable
• Experience of working in a GP practice or other healthcare setting

Desirable

• GCSE - A pass in English is compulsory
• NVQ Level in Administration
• Degree- Any discipline will be an added advantage

Excellent Communication Skills

Essential

• Communicate effectively and professionally with patients, carers, and all members of the practice team.
• Recognise the need for alternative communication methods and adapt as required.
• Promote a culture of openness, respect, and teamwork

Desirable

• IT skills Essential
• Time Managemnet Skills

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

London Fields Medical Centre

Address

38-44 Broadway Market

London

E8 4QJ

Employer's website

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