*Reception Supervisor*

Park Lane Practice is seeking a professional and compassionate Reception Supervisor to lead and support our busy reception team. As Reception Supervisor, you will be the first point of contact for patients and the reception team, ensuring the smooth and efficient running of the surgery. The ideal candidate will have experience of leading a team, excellent communication skills, a friendly demeanour, and the ability to handle sensitive information with the utmost confidentiality. You will play a key role in delivering a high-quality patient experience while supporting and developing the reception team.

Main duties of the job:

• Work on the reception desk, answering telephone calls, booking appointments, dealing with patient queries and processing prescription requests.
• Greet and assist patients and visitors in a friendly, approachable and professional manner.
• Use the practice appointment and clinical systems (e.g. EMIS) accurately and efficiently.
• Respond to patient queries both over the telephone and face-to-face.
• Support clinicians with requests for patient records, messages, telephone calls and other administrative tasks.
• Ensure reception and patient areas remain clean, safe and welcoming.
• Coordinate the daily duties of the reception team, ensuring appropriate cover and that tasks are completed.
• Carry out searches, patient recalls and basic audits as required.
• Organise and lead reception/administration team meetings, including preparing agendas and taking minutes.
• Act as the first point of contact for minor complaints or concerns, dealing with these appropriately and escalating when necessary.
• Support, motivate and guide reception team members, encouraging good communication, teamwork and high standards of patient service.
• Help identify areas for improvement within reception processes and support the implementation of changes.

As part of your development, you will also have opportunities to take on additional responsibilities, develop your leadership and management skills and work towards progressing into an Assistant Manager role.

About us:

Park Lane Practice is a well-established, local family practice based in Sunderland City Centre, caring for approximately 4,600 patients. Our team is made up of 2 GPs, 2 Advanced Nurse Practitioners, 1 Practice Nurse, 1 Healthcare Assistant, 1 General Practice Assistant and our reception and administration team. We are committed to providing high-quality, patient-centred care within the NHS and currently hold a CQC rating of Good.

Hours of Work:

This is a 30-hour per week position, working Monday to Friday, with occasional overtime required to support the needs of the practice.

Job responsibilities:

• Cover the reception desk, greeting patients and visitors in a friendly, welcoming and professional manner.
• Manage the appointment booking system efficiently, ensuring patients are signposted to the most appropriate services.
• Answer incoming telephone calls, respond to patient queries and manage email correspondence in a timely manner.
• Support clinicians as required, including preparing paperwork, stocking consultation rooms and completing daily opening and closing duties.
• Ensure consultation rooms and patient areas are clean, tidy and meet infection prevention and control standards.
• Manage office supplies, incoming and outgoing post and general administrative duties.
• Maintain accurate patient records, ensuring all information is handled confidentially and in line with GDPR requirements.

Reception Supervisor Responsibilities:

As Reception Supervisor, you will provide leadership, guidance and day-to-day support to the reception team. This will include:

• Assisting with the recruitment, induction, training and ongoing development of reception staff.
• Maintaining and updating reception handbooks, policies and 'how-to' guides to ensure staff have clear guidance.
• Leading by example and promoting a professional, friendly and patient-first approach.
• Monitoring mandatory training compliance and supporting staff with their ongoing learning and development.
• Creating and managing weekly reception rotas, approving annual leave and arranging appropriate cover when needed.
• Managing day-to-day team issues, supporting staff and helping to resolve any conflicts, escalating to management where appropriate.
• Dealing with more complex patient queries and informal complaints, ensuring concerns are handled sensitively and appropriately before escalating when necessary.
• Regularly reviewing reception processes and systems, identifying areas for improvement and making recommendations to the Practice Manager.
• Ensuring reception duties are shared fairly and completed efficiently, maintaining a consistent standard of service across the team.
• Supporting communication between reception, administration and the wider clinical team to ensure the smooth running of the practice.

Person Specification:

Qualifications:

• Essential: Minimum GCSE English and Maths Grade C/4 (or equivalent).
• Experience using EMIS.
• Desirable: Additional training or certification in medical office administration or healthcare administration.

Experience:

• Desirable: Previous experience working in a GP practice, medical reception role or similar administrative position.
• Experience of supporting, supervising or leading a team, or a genuine interest in developing your leadership skills.
• Excellent communication and interpersonal skills, with the ability to build positive relationships with patients, colleagues and visitors.
• Good IT skills, with the ability to learn and confidently use clinical systems such as EMIS, appointment booking systems and Microsoft Office.
• Strong organisational skills and attention to detail, with the ability to manage competing priorities in a busy environment.
• The ability to remain calm, professional and approachable when dealing with challenging situations or difficult conversations.
• An understanding of patient confidentiality, GDPR and the Data Protection Act 2018.
• Knowledge of medical terminology and an understanding of how a GP practice operates (desirable).
• A compassionate and empathetic approach, with a genuine commitment to providing excellent patient care and customer service.
• The ability to use initiative, problem-solve and make decisions within your role.
• A positive attitude towards learning, personal development and supporting others to reach their potential.

Most importantly, we are looking for someone who enjoys working with people, can bring out the best in a team and is keen to develop their skills and progress towards a future Assistant Manager role.

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: Park Lane Practice

Address: 1-6 City Green, Sunderland, Tyne & Wear, SR2 7BA, United Kingdom