Reception Supervisor in Eastleigh

We are a busy, friendly GP practice looking for an experienced and motivated Reception Supervisor to support the day-to-day running of our reception team, ensuring all reception duties are performed effectively and to the required standard. This is a key role in helping us provide safe, efficient access for patients while supporting the wider practice team. It will require a hands-on approach to managing daily operations and is integral to our approach to patient care, both face-to-face, virtually and on the telephone. If you are driven, enthusiastic, and love being part of a friendly and supportive team then this could be for you. This role is for 30 - 35 hours per week, worked as Monday - Friday, with a start time ideally of 8am and exact daily working times to be confirmed.

Main duties of the job

• Supervise and support the Reception Team on a day-to-day basis
• Ensure reception is appropriately staffed and rotas are planned to meet demand
• Support implementation of practice policies and procedures, including signposting to appropriate services
• Help manage patient queries and feedback in a professional and timely manner
• Provide training, coaching and ongoing support to reception staff, acting as a role model demonstrating and promoting the standards expected by the practice
• Monitor workload, identify pressures and escort issues to the Practice Manager
• Contribute to continuous improvement of systems and processes to support safe working and high-quality patient experience
• Liaise with and assist the Management Team to ensure the smooth running of the surgery

About us

You will be joining an amazing practice team who are friendly and very supportive towards each other, and who pride themselves on their professional and caring approach to supporting the 10,000 patients under their care and the local community. Our clinical team is made up of three GP Partners, three Salaried GPs, two Retainer GPs, four Practice Nurses and four Healthcare Assistants. We are also a training practice and host GP Trainees. We have a full administrative support team with our Management Team, Admin Team and Reception Team. We are part of Romsey, North Baddesley & Eastleigh PCN and benefit from additional services including Pharmacists, MSK specialists, Social Prescribers, and Health & Wellbeing Coaches.

Job responsibilities

Job Summary: To be responsible for the leadership and supervision of a team of receptionists, ensuring all reception duties are performed effectively and to the required standard, in line with practice HR policies, protocols and service standards. To be responsible for undertaking a wide range of reception duties and the provision of general support and guidance to the Reception Team and wider practice team, acting as a role model to reception staff, supporting, motivating and promoting good staff relations. To support the Management Team in promoting ED&I, quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development and carry out other duties as directed by the management team. In addition, the post-holder will support the wider practice team, providing administrative support as required, in line with the needs of the organisation. Duties can include, but are not limited to, supporting with patient registration, booking appointments, processing of information (electronic and hard copy) in a timely manner and in accordance with current policies. The post-holder will be an integral part of the general practice team.

• Lead and supervise the Reception Team to ensure all tasks are completed, to the expected standards, on a daily basis, including but not limited to: appointment management, prescription workflow, new registrations, emails
• Organise the Reception rota, ensuring safe levels of cover across the working week and having a good daily awareness of staff attendance and changes, with support from the Management Team if required
• Manage annual leave requests within the Reception Team
• Manage unplanned team absences within the Reception Team
• Perform Return to Work discussions after periods of sickness absence, with support from the Management Team
• Lead regular Reception Team meetings, producing agendas and minutes
• Assist in the recruitment, induction and training of reception staff
• Perform regular catch ups with new staff during their probation period, with support from the Management Team if needed
• Support staff training and the implementation of practice policies and protocols
• Assist in annual appraisal of the Reception Team
• Provide ongoing training and support to existing Reception staff, identifying training needs as they arise
• Review, update and maintain the Reception Handbook
• Attend weekly Practice meetings as appropriate
• Oversee the alteration/cancellation of clinics and make alternative arrangements in an emergency
• Ensure accuracy of appointment bookings and bringing to the attention of the Practice Manager any excess pressure on bookings
• Ensure the waiting room is in a pleasant, tidy state
• Manage informal patient complaints received direct from the patient, escalating to the Patient Liaison Officer where needed
• Support in the management of repeat prescriptions, ensuring they are processed accurately and efficiently
• Review and update all reception policies and procedures as required
• Act as a chaperone as required
• Report IT issues to Trusted Technology Partnership as and when required
• Work on appropriate ad-hoc projects as and when required
• Take responsibility for own development and training needs, including induction programme and participation in practice training events and appraisal processes
• Ensuring that practice policies and procedures are followed and ensuring compliance with CQC Essential Standards of Care.
• Ensure all deliveries to the practice are handled appropriately, ensuring adherence to the cold chain policy as necessary
• Be instrumental in ensuring that both Enhanced Service and QOF achievements have been maximised
• Champion continuous improvement, encouraging staff to participate and make suggestions
• Attend any external meetings pertinent to this role
• Duties may be varied from time to time under the direction of the Practice Manager, dependent on current and evolving Practice workload and staffing levels.

Person Specification

• Previous experience working in a GP practice or similar healthcare reception/administration environment
• Experience supervising or leading a team
• Excellent communication and interpersonal skills, with a calm and professional manner
• Strong organisational skills and ability to prioritise in a busy environment
• Ability to handle sensitive information confidentially and in line with data protection requirements
• A proactive, problem-solving approach and willingness to support colleagues
• Experience with EMIS
• Knowledge of NHS General Practice processes, including appointment systems and repeat prescribing workflows
• Experience dealing with complaints and patient feedback

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.