Reception Supervisor

We are looking for an enthusiastic and reliable Reception Supervisor to lead our frontline team in providing exceptional care to our patients. You will be the bridge between our patient services team and the Practice Management Team ensuring the reception area runs efficiently in a fast-paced environment. This is a full-time position and there may be a requirement to cover until 18:45 on occasion.

Main duties of the job

• Team Leadership: Supervise, mentor, and motivate the reception team; with a plan to in the future, conduct appraisals.
• Operational Oversight: Manage staff rotas, annual leave, and sickness to ensure adequate coverage.
• Patient Experience: Act as the first point of contact for complex patient queries and initial verbal complaints, ensuring professional resolution.
• System Management: Oversee the clinical appointment system, EMIS and ensure workflows like prescriptions and registrations are handled accurately.
• Compliance: Maintain high standards of confidentiality, health and safety, and assist with CQC preparation.

Job responsibilities

• Oversee the reception operations of the practice, ensuring staff achieve their primary responsibilities.
• Maintain the highest levels of confidentiality due to the nature of the role and with being exposed to a greater level of confidential material and data.
• Compile reception staff rotas, ensuring sufficient cover is provided for periods of leave and other staff absences.
• Coordinate reception staff, ensuring effective deployment of the team across all areas of reception responsibility.
• Review and update all reception policies and procedures as required.
• Provide initial guidance and advice to patients who wish to verbally complain and ensure that the reception team is fully conversant with the complaints procedure.
• Making appointments and booking patients in for surgeries and clinics.
• Answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely.
• Ensure telephone calls are answered in a timely manner.
• Act as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately.
• Be instrumental in ensuring that both Enhanced Service and QOF achievements have been maximised.
• Support and mentor staff, both as individuals and as team members.
• Be an integral part of the general practice team.

Experience

• Experience of working in a GP Practice.
• Proficiency in clinical software systems (EMIS preferred) and Microsoft Office.
• Excellent communication skills with the ability to remain calm and professional under pressure.
• Experience in a supervisory role - preferably within a primary care setting.

Qualifications

• GCSE grade A-C in English and Maths or equivalent.

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.