Reception/Administration Supervisor

The Reception/Administration Supervisor will oversee the daily operation of the practice's reception and administrative services. The postholder will support and guide the team, ensure all areas are appropriately covered and monitor completion of reception duties and administrative workflows. This is a hands-on position. The postholder will be expected to work alongside the team and undertake reception, telephone and workflow duties whenever additional support is required.

Main responsibilities

• Team supervision and daily coordination
  • Provide day-to-day supervision, guidance and practical support to the reception and administration team.
  • Act as a positive role model and promote a helpful, professional and patient-focused approach.
  • Assess available staffing each day and organise duties to ensure all essential reception and administrative areas are appropriately covered.
  • Allocate and adjust work according to staffing levels, workload and service pressures.
  • Monitor progress throughout the day and ensure outstanding work is identified and completed promptly.
  • Provide training and ongoing support on practice procedures, systems and workflows.
  • Respond to staff queries and help resolve routine operational problems.
  • Report performance concerns, workflow issues, team difficulties or recurring problems promptly to the Practice Manager, in her absence, the Deputy Practice Manager.
• Reception and patient service
  • Ensure the front desk operates efficiently and that patients and visitors receive a welcoming, courteous and professional service.
  • Ensure patients are checked in promptly and directed to the appropriate clinician, team member or service.
  • Monitor patient flow and respond to delays or pressures within the reception area.
  • Assist staff with difficult conversations and routine patient concerns where appropriate.
  • Refer formal complaints, serious concerns and unresolved issues to the Practice Manager, in her absence, the Deputy Practice Manager.
  • Ensure telephone calls, messages and requests are handled accurately and passed to the appropriate person without unnecessary delay.
  • Monitor the telephone system and make sure sufficient staff are available to answer calls during busy periods.
• Workflow and administration
  • Oversee reception and administration workflows to ensure work is processed accurately and within required timescales.
  • Maintain comprehensive, practical knowledge of EMIS Web and all relevant practice workflows.
  • Monitor tasks, document management, referrals, prescription requests, practice emails, patient registrations and GP2GP transfers.
  • Ensure practice email accounts and electronic requests are regularly monitored and actioned.
  • Identify incomplete, delayed or incorrectly processed work and arrange for appropriate action to be taken.
  • Personally undertake any area of reception or administrative workflow when the team requires support or additional capacity.
  • Ensure patient information is entered and updated accurately and that records and documents are managed appropriately.
  • Review working processes and suggest practical improvements to the Practice Manager.
• Communication
  • Act as a key point of contact for the reception and administration team.
  • Support clear and effective communication between reception and administration staff, clinicians, the Practice Manager and the Deputy Practice Manager.
  • Keep the team informed of relevant changes to practice procedures, services and systems, including training staff when required.
  • Ensure messages and important information are communicated accurately and promptly.
  • Work collaboratively with the wider practice team to support an efficient and coordinated service.
  • Escalate operational concerns, staffing difficulties and workflow pressures to the Practice Manager or Deputy Practice Manager.
• Practice operations and premises
  • Support the Practice Manager and Deputy Practice Manager with the day-to-day running of the practice.
  • Take responsibility for opening and locking the surgery when required, following practice security and safety procedures.
  • Ensure the reception area, telephones and relevant systems are ready for the start of the working day.
  • Ensure the premises and relevant equipment are appropriately secured at closing.
  • Respond to minor system or equipment problems and report faults to the appropriate person or support provider.
  • Help maintain a safe, organised and professional reception and working environment.
• Standards, confidentiality and compliance
  • Ensure reception and administrative procedures are followed consistently.
  • Maintain patient confidentiality and comply with information governance and data-protection requirements.
  • Ensure the team works in accordance with practice policies relating to patient safety, health and safety, infection prevention and confidentiality.
  • Promote high standards of customer care and contribute to a positive patient experience.
  • Handle sensitive information and situations calmly, professionally and discreetly.
• Experience and knowledge
  • Substantial experience of working in general practice is essential.
  • The successful candidate must possess comprehensive, hands-on knowledge of EMIS Web and be fully competent in the reception and administrative workflows listed above.
  • The postholder must be able to complete these duties personally, answer staff queries confidently and provide effective training and support to other team members.

This job description summarises the main responsibilities of the position. Duties may be reasonably varied according to the changing operational needs of the practice.