Reception Supervisor in Wolverhampton

Main duties of the job include managing and supporting reception staff to ensure the smooth running of the reception team, participating in the training and development of reception staff, and taking responsibility for all aspects of front-end office management under the direction of the Practice Management. The role involves working with the Management team as an integral part in the operational development of the Practice, assisting with the support and implementation of policies and procedures, and ensuring the practice is up to date with current regulatory bodies and NHS requirements.

Key responsibilities include:

• Overseeing day-to-day operations of the reception workforce, reinforcing training and efficiencies.
• Supervising the day-to-day operations of Online Triage, monitoring and managing incoming patient requests via Accurx Patient Triage.
• Collaborating with other Supervisors to produce efficient audits of Online Triage data for analysis.
• Ensuring timely resolution of requests, including remote advice, appointment booking, or signposting.
• Reviewing rota/workforce ratio to ensure workflows are able to be carried out.
• Organising and overseeing clinical rotas, planning for absences including arranging locum cover when required.
• Carrying out audits on staff and other statistics required.
• Supporting in providing ongoing training, appraisals, and reviews.
• Confirming staff training completion for non-clinical staff in line with practice needs.
• Managing Clarity Teamnet annual leave sign off and sick leave/return to work/following absence policy.
• Arranging Practice meetings, agendas, and minutes when required.
• Maintaining morale communication and workforce efficiency levels.
• Ensuring appraisals are undertaken in a timely manner for practice personnel, direct reports, and other team members across the practice and ensuring mandatory training is completed.
• Supporting and mentoring staff, both as individuals and as team members.
• Working as part of a team with the operational arm of the organisation and other teams to collaboratively achieve objectives set by the leadership team.
• Completing or overseeing monthly Health & Safety inspections of the premises and following the reporting pathways, liaising with the Quality Assurance Manager when necessary.

Knowledge, Skills and Experience Required:

• Previous General practice experience.
• Experience of dealing with the public/patients.
• Experience of working effectively in a busy environment.
• Excellent communication skills & attention to detail.
• Excellent keyboard and communication skills.
• Ability to assist in the organisation of the reception team and prioritise workflow.

What we can offer you:

• A competitive salary.
• A tailored comprehensive induction programme and a supportive working environment with an appropriate on-call clinician for support and advice.
• Highest possible governance support, an excellent working environment.
• 5 weeks Annual Leave + 8 Public holidays.
• Exciting opportunities for further progression and professional development along with flexible hours.

Personal Development:

• Participate in individual performance reviews including taking responsibility for maintaining a record of own personal and/or professional development.
• Participate in all mandatory training and/or education related to ensuring service quality and compliance with the Care Quality Commission (CQC) standards.
• Able to manage or supervise a team effectively.
• An understanding & adherence to the need for confidentiality.
• Ability to use own judgement, initiative, resourcefulness, and common sense.
• Ability to work without direct supervision and determine own workload priorities.
• Ability to work as part of an integrated multi-skilled team.
• Pleasant and articulate.
• Able to work in a changing environment.

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 to check for any previous criminal convictions.

Confidentiality:

In the course of seeking treatment, patients entrust us with sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others' health, safety, and security as defined in the practice Health & Safety Policy.

Equality and Diversity:

The post-holder will support the equality, diversity, and rights of patients, carers, and colleagues.

Quality:

The post-holder will strive to maintain quality within the practice.

Communication:

The post-holder should recognise the importance of effective communication within the team.

Person Specification Qualifications:

• GCSE Maths and English minimum.
• Primary Care Courses, development sessions evidence or apprenticeships for Supervisory responsibilities.
• Relevant experience or supervisory training qualification.
• Teaching or mentoring qualification (e.g., PGCert in Clinical Education).

Knowledge/Skills:

• Excellent communication and interpersonal abilities.
• Proven ability to manage teams and resolve conflicts.
• Strong organisational and decision-making skills.
• Competency in managing electronic patient records and digital systems.
• Up-to-date understanding of NHS policies and primary care frameworks.
• Awareness of safeguarding and data protection standards.
• Ability to identify and implement improvements to practice processes.
• Familiarity with clinical governance and safety protocols.
• Competence in facilitating training or continuous professional development.

Additional Attributes:

• Professional, supportive, and empathetic approach.
• Strong commitment to equality, diversity, and inclusion.
• Ability to work under pressure and maintain confidentiality.
• Strong ability to have sensitive or difficult conversations and deal with complaints.
• Flexible and innovative approach to problem-solving.
• Passion for patient-centered care and healthcare improvement.

Experience:

• Demonstrated experience in primary care or general practice (no less than 2 years preferably 5 years).
• Prior supervisory or leadership role in a clinical setting.
• Experience in service development or change management.
• Background in quality assurance, audits, or CQC preparation.
• Experience working with diverse populations or in multi-disciplinary teams.