Job summary
We are looking for an organised and resilient Reception Supervisor to join our team. This role follows a contracted working pattern of Monday and Tuesday, 8:00am to 2:00pm, and Wednesday, Thursday and Friday, 12:30pm to 6:30pm.
As Reception Supervisor, you will play a key role in supporting our reception team, coordinating daily front-desk operations, and helping to ensure our patients receive a positive and accessible experience. Alongside mentoring and supporting colleagues, you will lead by example and contribute to a welcoming, patient-focused environment.
As part of a collaborative team, flexibility is important. From time to time, you will work closely with management to provide reception cover across our opening hours during periods of annual leave, absence, or increased service demand
Main duties of the job
KEY RESPONSIBILITIES
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To work as an effective leader of the practice reception by providing a clear guidance on role and responsibility of all team members.
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The reception manager will also work as part of the management team to ensure that the image of the practice is as professional as possible.
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Provide leadership and management skills to enable the practice to meet its agreed aims and objectives within an efficient, safe and effective working environment.
KEY REQUIREMENTS
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Good Standard of general education
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Experience of working within a General Practice Reception environment
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Practical experience of working with others
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Ability to handle situations of potential conflict
About us
PICS is the employer for this role. We collaborate with patients and partners to design and deliver clinically robust health and social care solution through Community Services, Out of Hospital Services, GP Practices, and Primary Care Networks. Find out more about us: http://picsnhs.org.uk/.
Benefits of working for PICS
We offer a comprehensive package which includes:
- NHS Pension 2015 Scheme (subject to eligibility)
- Alternative government-based scheme (subject to eligibility)
- Competitive leave entitlement that includes maternity, paternity and adoption leave, study leave allowance, and sickness provisions
- Access to education and training opportunities, depending on your role (CPPE Pharmacy, NHS England Roadmap for First Contact Practitioners, apprenticeship schemes, support professional development)
- Working in a multi-disciplinary team with support from a wide variety of professionals
- A flexible approach to a work-life balance
- Cycle to work scheme (subject to eligibility)
- Access to Blue Light Card scheme
- All staff events and conferences
- Staff engagement (Wellbeing Group, EDI Network, Staff Focus group)
- Free parking across many sites
- Personalised induction into the company and job role
Job description
Job responsibilities
KEY RESPONSIBILITIES
Roles and responsibilities
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Support the reception manager of appointment rotas ensuring appropriate use of appointments, amendments, and cancellations where necessary
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Support the reception team
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Train receptionist as required
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Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
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Oversee the generic email account for the practice alongside the reception manager
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Attend PPG meetings
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Support in management of death process allocation of cremation forms, coroners reports and ME referrals
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Pathology assignment to GPs
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Pathology filing Bowel Screening & INRs
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Partake in the extended hours 8pm finishes.
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Support the reception in diffusing patient complaints
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Support the reception manager with the Safeguarding admin lead role
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Ensure reception staff use the appointment system correctly and consistently.
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Fire Marshall.
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Extended Hours Rotas
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Support the reception manager in Appraisals / Probation reviews / Annual Leave
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Back to work interviews for staff returning after sickness
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Ensure reception team up to date with Bluestream training Arranging training where necessary and NATH applications.
Scope of the Job:
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Support the reception manager and directing staff working as Practice Service Professionals in reception - front and back office
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Primary contact for GPs in practice
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Dynamically managing the balance of staff between the various reception functions
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Ensuring the primary objective of providing excellent levels of patient service permeates the whole team.
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Managing waiting room activities and interactions
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Ensure waiting room tidy and information on display is in date and relevant
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Ensuring the smooth running of reception procedures - front desk and telephone - ensuring adequate levels of staffing, training, and supervising reception staff, helping recruit new staff and helping carry out staff appraisals
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Ensuring requests for repeat prescriptions are managed appropriately; ensuring that scripts are being signed and that requests are being managed as expediently as possible
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Acting as the primary point of contact in reception for clinicians a provider of service to the clinical team
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Supporting staff in difficult patient situations
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Greeting patients and providing non-clinical patient help and support and dealing with patient enquiries
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Ensuring telephone messages and requests for home visits are handled effectively and logging accurately
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Ensuring the effective and efficient registering of new patients
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Ensuring the effective management of the responsibility for looking after a specific doctor(s) and ensuring that their requests are dealt with promptly to help increase the doctors efficiency and ability to help patients fairly and according to need
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Ensuring timely and accurately handling of messages and ensuring unresolved or urgent matters are prioritised
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Participating in educational and learning activities arranged from time to time.
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Supporting practice policies and protocols, including health and safety and infection control
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Maintaining a constant awareness of and anticipating the needs of patients, clinicians and colleagues and taking action to support those needs
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Delegation of tasks to the most appropriate professional
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Supporting a drive to greater automation and use of technology.
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Working with and supporting the team and providing a role model for the staff.
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To carry out administrative related tasks as delegated by the doctors.
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Duties may vary under the direction of the Practice/Deputy/Reception Manager depending on workload and staffing levels.
Information technology
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To have an overall understanding of all IT systems in the building.
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Make recommendations for upgrades where appropriate.
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To liaise with IT support department to resolve other hardware and software issues
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To provide support advice and training for current and new practice staff in the use of the clinical system
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To provide support and training for current and new staff in resolving simple problem with PCs and printers.
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To provide support and training for current and new staff ensuring that data quality guidelines are understood and adhered to.
Communication:
The post-holder should recognise the importance of effective communication within the team and will strive to:
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Communicate effectively with other team members
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Communicate effectively with patients and carers
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Recognise peoples needs for alternative methods of communication and respond accordingly
Additional Duties:
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See to continually improve the overall effectiveness of duties undertaken
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To undertake any other duties and responsibilities which may reasonably be required
For more information, please see the supporting documents.
Person Specification
Experience
Essential
- Please provide detailed information of how you feel that your experience is suitable for this role; please provide examples to support your application referring to the job description and person specification for guidance.
Personal Qualities
Essential
- Please provide details for why you would be a great fit for this role and why you have decided to apply.
Qualifications
Essential
- Please provide details of your CPD, using examples where necessary.
Knowledge and skills
Essential
- Please provide detailed information of how you feel that your knowledge and skills are suitable for this role; please provide examples to support your application referring to the job description and person specification for guidance.
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
Primary Integrated Community Services
Address
Saxon Cross Surgery
Stapleford Care Centre
Church Street
Stapleford
Nottinghamshire
NG9 8DA
United Kingdom
Employer's website
http://picsnhs.org.uk/ (Opens in a new tab)
Reception Supervisor in Stapleford employer: Primary Integrated Community Services
As a Healthcare Support Worker within the Nottingham West Primary Care Network, you will be part of a dedicated multidisciplinary team that prioritises high-quality patient care in a supportive environment. The company offers excellent benefits including access to NHS pension schemes, competitive leave entitlements, and numerous professional development opportunities, all while promoting a healthy work-life balance. With a strong focus on employee wellbeing and engagement, this role provides a meaningful opportunity to make a real difference in the lives of patients in care homes and beyond.
Contact Details:
Primary Integrated Community Services Recruitment Team
