Reception Supervisor in Hitchin

The Reception Supervisor is responsible for supporting the Reception Lead in the effective day-to-day management of the reception team, ensuring the delivery of a professional, efficient and patient-centred reception service. Working as part of the leadership team within reception, the post holder will provide guidance, support and supervision to the reception team, promoting excellent patient care and ensuring practice policies and procedures are consistently followed.

Main Duties and Responsibilities

• Support the Reception Lead with the day-to-day running of the reception department.
• Deputise for the Reception Lead during periods of absence.
• Lead and motivate the reception team, promoting a positive, supportive and professional working environment.
• Provide day-to-day support, advice and guidance to reception staff.
• Assist with staff rotas, annual leave requests and ensuring appropriate staffing levels are maintained.
• Support the recruitment, induction and training of new reception staff.
• Deliver ongoing coaching and development for existing team members, identifying training needs where appropriate.
• Monitor staff performance and provide constructive feedback, escalating concerns to the Reception Lead where necessary.
• Support the management of staff attendance, conduct and capability in conjunction with the Reception Lead and Practice Management Team.
• Ensure reception processes are carried out efficiently and consistently across the team.
• Promote excellent standards of patient care, ensuring patients receive a courteous, professional and compassionate service at all times.
• Deal with patient queries and complaints sensitively, escalating where appropriate.
• Ensure confidentiality and GDPR requirements are maintained at all times.
• Support the implementation and monitoring of practice policies, procedures and operational protocols.
• Assist with the implementation of service improvements and new ways of working.
• Encourage effective communication and teamwork across all departments.
• Identify operational issues and raise these with the Reception Lead or Practice Management Team.
• Support the monitoring of reception performance, identifying opportunities to improve patient care, patient access and the overall patient experience.
• Undertake reception duties as required, including:
• Greeting patients and visitors.
• Booking, cancelling and amending appointments.
• Processing patient enquiries.
• Registering new patients.
• Processing prescription requests in line with practice procedures.
• Managing clinical correspondence and workflow as appropriate.
• Using SystmOne and other practice systems accurately.
• Maintain accurate records and complete administrative tasks within agreed timescales.
• Participate in practice meetings, training and mandatory learning.
• Undertake any other reasonable duties appropriate to the role as requested by the Reception Lead or Practice Management Team.

General Responsibilities

• The post holder will be expected to:
• Work in accordance with practice policies and procedures.
• Maintain patient confidentiality at all times.
• Demonstrate professionalism and integrity.
• Promote equality, diversity and inclusion.
• Contribute to a positive team culture.
• Maintain up-to-date mandatory training.
• Take responsibility for their own professional development.
• Comply with Health and Safety, Infection Prevention and Control, Information Governance and Safeguarding policies.
• Promote the values and objectives of Larksfield and Arlesey Medical Partnership.