Reception Supervisor in Hitchin

Job summary

Larksfield and Arlesey Medical Partnership is seeking an enthusiastic, organised and motivated Reception Supervisor to join our friendly team.

This is an exciting opportunity for an experienced receptionist or supervisor looking to develop their leadership skills within a busy and supportive GP practice.

Working closely with the Reception Lead, you will support the day-to-day management of the reception team, ensuring the smooth and efficient running of front-of-house services across the practice.

The ideal candidate will have excellent communication and organisational skills, experience working within a GP practice or similar healthcare environment, and a thorough understanding of patient confidentiality, customer service and the demands of a busy reception service.

Experience using Systm One would be advantageous.

If you are a proactive team player with a passion for supporting others and delivering outstanding patient care, we would love to hear from you.

Main duties of the job

The successful candidate will deputise for the Reception Lead in their absence and play a key role in supporting, coaching and developing the reception team.

Responsibilities include assisting with staff rotas, annual leave, induction and training of new starters, providing ongoing support to existing staff, monitoring performance, ensuring adherence to practice policies and procedures, and escalating any concerns appropriately.

You will also continue to work as part of the reception team, delivering excellent patient care while helping to drive high standards of customer service, teamwork and continuous improvement.

About us

Larksfield and Arlesey Medical Partnership is a patient-centred GP practice providing high-quality primary care services to approximately 20,000 patients across our two sites in Stotfold and Arlesey.

We are committed to delivering safe, compassionate and accessible healthcare while continually striving to improve the services we offer.

We pride ourselves on fostering a supportive and inclusive working environment where teamwork, respect and professional development are valued.

Our multidisciplinary team includes GPs, nurses, a paramedic, healthcare assistants, pharmacists, care navigators, administrative and management staff who work collaboratively to provide the best possible care for our patients.

we embrace new ways of working and encourage our staff to contribute ideas that enhance patient experience and improve the quality of our services.

We are committed to investing in our people through training, development opportunities and a positive workplace culture.

Job description

Job responsibilities

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 Systm One 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.

Person Specification

Qualifications

Essential

• GCSE qualifications or equivalent.

Desirable

• Qualification in health and social care or similar field

Experience

Essential

• * Previous experience working in a GP practice or primary care setting.
• * Experience working in a reception or patient-facing administrative role.
• * Experience supporting or supervising a team, or acting as a senior member of staff.
• * Experience managing competing priorities in a busy, fast-paced environment.
• * Experience dealing with sensitive or challenging situations in a professional and empathetic manner.
• * Experience using IT systems and maintaining accurate electronic records.
• * Excellent communication and interpersonal skills with the ability to build positive working relationships.
• * A good understanding of confidentiality, GDPR, information governance and safeguarding within a healthcare setting.
• * Ability to work independently, use initiative and make appropriate decisions within the scope of the role.

Desirable

• * Previous experience supervising a reception team within a GP practice.
• * Experience using Systm One.
• * Experience supporting staff induction, training and ongoing development.
• * Experience assisting with staff rotas and annual leave management.
• * Experience handling patient complaints and resolving service issues.
• * Knowledge of NHS primary care services, GP contracts and patient access processes.
• * Experience supporting service improvement or implementing new ways of working.
• * Understanding of Care Quality Commission (CQC) standards relevant to primary care.
• 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.

• Employer details
• Employer name
• Larksfield and Arlesey Medical Partnership
• Address
• Larksfield Surgery
• Arlesey Road
• Stotfold
• Hitchin
• Hertfordshire
• SG54HB
• United Kingdom
• Employer's website https://larksfieldandarlesey. co. uk/ (Opens in a new tab)