Reception Supervisor

Job Title: Reception Supervisor Responsible To: Management Team Location: Len Valley Practice (Main and Branch Site) Contract Type: Full-time, Permanent Overview Len Valley 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. Key Responsibilities In this role, you will: • 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 Supervisory Responsibilities 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. • Contribute to appraisals and probationary reviews where appropriate. • Create and manage weekly reception rotas, approve annual leave, and arrange cover where required. • Handle sickness absence reporting and monitoring. • 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 or Operations Manager. Risk Management & Compliance You will ensure that the reception team adheres to practice policies and meets compliance standards by: • Supporting fire safety procedures and emergency protocols. • Logging and assisting in the investigation of significant events and patient incidents. • Providing support with CQC compliance and documentation. • Monitoring appointment system usage and highlighting issues to the Operations Manager. • Ensuring staff are trained and confident in using telephone and online systems. • Signposting patients appropriately using care navigation principles. • Overseeing and delegating QOF target/recall areas. Premises Ensure both the main site and the branch surgery have reception cover during core hours The opening up and closing down processes are known by receptionists and are followed The premises are secured appropriately and the location of keys are known Professional Standards The Reception Supervisor is expected to: • Maintain strict confidentiality and adhere to information governance protocols. • Use sound judgement and initiative when managing issues or escalating concerns. • Uphold practice values and contribute positively to a collaborative team culture. • Be proactive, solution-focused, and adaptable to the needs of the practice. • Undertake any other appropriate duties delegated by Senior Management. Job description Job responsibilities Job Title: Reception Supervisor Responsible To: Management Team Location: Len Valley Practice (Main and Branch Site) Contract Type: Full-time, Permanent Overview Len Valley 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. Key Responsibilities In this role, you will: • 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 Supervisory Responsibilities 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. • Contribute to appraisals and probationary reviews where appropriate. • Create and manage weekly reception rotas, approve annual leave, and arrange cover where required. • Handle sickness absence reporting and monitoring. • 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 or Operations Manager. Risk Management & Compliance You will ensure that the reception team adheres to practice policies and meets compliance standards by: • Supporting fire safety procedures and emergency protocols. • Logging and assisting in the investigation of significant events and patient incidents. • Providing support with CQC compliance and documentation. • Monitoring appointment system usage and highlighting issues to the Operations Manager. • Ensuring staff are trained and confident in using telephone and online systems. • Signposting patients appropriately using care navigation principles. • Overseeing and delegating QOF target/recall areas. Premises Ensure both the main site and the branch surgery have reception cover during core hours The opening up and closing down processes are known by receptionists and are followed The premises are secured appropriately and the location of keys are known Professional Standards The Reception Supervisor is expected to: • Maintain strict confidentiality and adhere to information governance protocols. • Use sound judgement and initiative when managing issues or escalating concerns. • Uphold practice values and contribute positively to a collaborative team culture. • Be proactive, solution-focused, and adaptable to the needs of the practice. • Undertake any other appropriate duties delegated by Senior Management.