Reception Coordinator

We are looking for a friendly, reliable and efficient Reception Coordinator who will be responsible for the leadership and supervision of the Reception team. The role requires excellent communication and interpersonal skills to engage effectively with patients, visitors, and staff across the practice. The Reception Coordinator will ensure all reception duties are performed effectively, and provide ongoing support, training and supervision to the Reception team.

Main duties of the job:

• The Reception Coordinator is responsible for the day to day supervision and effective management of the reception team to ensure the smooth running of front of house services. This includes overseeing workloads and performance, producing daily and weekly rotas to ensure safe and appropriate staffing, supporting staff to triage requests and book appointments correctly, and acting as the first point of contact for patient complaints to prevent escalation.

About us:

We are a friendly, high-achieving practice based in the borough of Kensington and Chelsea. We care for 13,400+ patients and offer a mixture of patient services, including a Minor Surgery Hub. Our practice team includes salaried GPs, Pharmacists, Nurses, a HCA, Social Prescriber and Administrative and Reception teams. We have high patient satisfaction and were rated as Good in our last CQC inspection.

Job responsibilities:

• Day to day supervision of the Reception team, providing consistent oversight, guidance, and support to ensure the smooth running of front of house services. This includes monitoring workload and performance, allocating tasks, and responding to any immediate issues or challenges that arise during the day.
• Arranging quarterly one-to-one supervision sessions and probationary review meetings with Receptionists which offer a structured opportunity to review performance, discuss progress against objectives, and address any concerns or challenges. These sessions allow for open two way communication, giving team members the chance to raise ideas, request support, and identify training or development needs.
• Arranging regular Reception team meetings to ensure clear communication, consistency, and a high standard of service. These meetings provide an opportunity to discuss daily operations, address any challenges in the Reception team, and share important updates or changes to procedures. The Reception Coordinator will take minutes of the meetings to record discussions and actions arising.
• Supporting the Reception team to ensure effective delivery of QOF, North West London (NWL) enhanced services and borough services by providing clear guidance, oversight, and ongoing support. This includes ensuring reception staff understand service requirements and follow clear call-recall processes.
• Training of new reception team members to ensure they feel confident, supported, and prepared to carry out their role effectively. This includes structured inductions, training of IT systems and procedures and learning the day-to-day tasks.
• Producing weekly Reception rotas which includes allocating staff cover to ensure Reception operates smoothly throughout the week. This involves balancing staffing levels across opening hours accounting for annual leave, sickness, training, and other absences, and ensuring appropriate skill mix and experience at all times.
• Producing daily Receptionist rotas to ensure Reception is safely and effectively staffed throughout each day. This involves allocating receptionists to specific shifts and work areas based on demand, skill mix, and experience, while also taking into account absences such as sickness, annual leave, or training needs. Daily rotas are adjusted as needed to respond to unexpected changes or increased workloads.
• Being the first point of contact for handling patient complaints before they escalate in person and over the phone, which includes speaking to patients professionally and empathetically to understand, address and de-escalate concerns.
• Supervising the Reception team to appropriately triage patient requests and ensure appointments are booked appropriately.

Person Specification:

Qualifications:

• A good standard of education with an expectation of having both GCSE Maths and English at Grade C (Level 4) or above, or Functional Skills Level 2 in Maths and English.
• NVQ Level 3 in Health and Social Care.

Knowledge and skills:

• Excellent communication skills and effective in communicating and understanding patient needs.
• Competent in the use of MS Office and Outlook.
• Problem solver with the ability to process information accurately and effectively, interpreting data as required.
• Ability to use own initiative, discretion, and sensitivity.
• Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity.
• Ability to work as a team member and autonomously.
• Excellent communication skills and effective in communicating and understanding staff and patient needs.
• Sensitive and empathetic in distressing situations.
• Good organisational skills.
• Clinical IT system user skills and the ability to record accurate notes.
• Punctual and committed to supporting the team effort.
• High levels of integrity and loyalty.
• Clear, polite telephone manner.
• Flexible and cooperative.
• Motivated.
• Understanding of safeguarding adults and children.
• Demonstrate personal accountability, emotional resilience and work well under pressure.
• Knowledge of and ability to work to key policies and procedures.

Experience:

• Experience of working with the general public.
• Experience of working in a healthcare setting.
• Experience of leading a team.
• Experience of administrative duties.
• Experience of using SystmOne.

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.