**Reception Supervisor**NHS

Job summary

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. Whilst also developing yourself and receiving training , tobecome assistant manager within in the future.

Main duties of the job

• Work on the reception desk, answering telephone calls, booking appointments, dealing with patient queries and processing prescription requests. Duties will vary depending on the needs of the practice on any given day.
• 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.

Job description

• 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 ResponsibilitiesAs 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.

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