**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 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

In this role, you will:

• Covering reception desk, answering telephone calls, booking appointments, deal with patient queries, order prescriptions, The duties are variable, depending on what is required on the day.
• Greet and assist all patients and visitors in a friendly, courteous, and professional manner.
• Operate the practice appointment and clinical systems (e.g. EMIS) accurately and efficiently.
• Respond to patient queries by telephone and face-to-face, signposting appropriately.
• Support clinicians with requests for files, messages, calls, and administrative tasks.
• Ensure reception and patient areas are clean, safe, and welcoming.
• Coordinate reception staff duties to ensure coverage and task completion.
• Run searches, recalls, and basic audits as requested.
• Conduct and minute reception/admin team meetings.
• Act as the first point of contact for minor complaints and escalate when required

Job description

Covering reception desk greeting patients and visitors with a professional and friendly manner.

Manage the booking system efficiently, signposting patients to the relevant services.

Answering incoming calls, respond to queries and manage email correspondence promptly.

Assist clinicians as needed, including handling paperwork, stocking consultation rooms and daily end of day duties to ensure the rooms are meeting infection control standards.

Manage office supplies, handling incoming/outgoing post and perform general administrative duties.

Maintain accurate patient records and ensure confidentiality.

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

• Assist in the recruitment, induction, training, and development of reception staff.
• Maintain and update reception handbooks and "how to" guides.
• Lead by example, modelling professional behaviour and a patient-first approach.
• Monitor mandatory training compliance and support ongoing staff development..
• Create and manage weekly reception rotas, approve annual leave, and arrange cover where required.
• Manage day-to-day team issues and resolve conflicts, escalating to management where necessary.
• Deal with more complex patient enquiries, including informal complaints, before escalation.
• Continually assess and evaluate reception systems, recommending improvements to the Practice Manager.

About us

Our Practice is made up of 4600 patients and a team of 2 x GPs, 2 x ANPs, 1 x Practice Nurses, 1 x Health Care Assistant, 1 x General Practice Assistant and Reception team.

This post is for 30 hours monday - Friday, with overtime when needed.

Park Lane Practice is a local well established family practice, located in Sunderland City Centre. We are committed to providing a high standard of care under the NHS. Our current CQC rating is "Good"