Reception Supervisor

Team Leadership • Supervise and support a team of approximately 12 reception staff. • Lead by example, maintaining a professional, positive and patient-focused approach. • Provide day-to-day guidance, coaching and support to team members. • Assist with the induction, training and ongoing development of reception staff. • Monitor staff performance and address issues promptly and professionally. • Support the Practice Management Team with appraisals, probation reviews, return-to-work meetings and performance management where appropriate. • Foster a positive team culture and encourage continuous improvement. Operational Management • Oversee the day-to-day running of the reception department. • Ensure appropriate staffing levels are maintained throughout the day, responding to unexpected absences where possible. • Coordinate reception rotas, workload and daily task allocation. • Ensure practice policies, procedures and standard operating procedures are followed consistently. • Identify opportunities to improve systems, workflows and patient access. • Escalate operational issues to the Practice Management Team where appropriate. Patient Services • Support the reception team in delivering an efficient, courteous and compassionate service to patients. • Act as the first point of contact for patient queries and complaints, resolving issues efficiently and escalating complex concerns where appropriate. • Assist with managing difficult or sensitive situations involving patients. • Promote excellent customer service and ensure patients receive timely, accurate and compassionate support. • Support the management of patient feedback and contribute to service improvements. Appointment & Workflow Management • Support the effective management of appointment capacity and clinic utilisation. • Monitor appointment booking processes to ensure practice protocols are followed. • Assist with implementing new ways of working and service improvements. • Work closely with clinicians and administrative teams to maintain an efficient patient journey. • Monitor reception workflows and ensure daily administrative tasks are completed accurately and within agreed timescales. Quality & Compliance • Ensure confidentiality is maintained at all times in accordance with GDPR, NHS guidance and practice policies. • Ensure reception staff complete mandatory training and comply with practice procedures. • Promote safe working practices and contribute to quality improvement initiatives. • Support the Practice in preparing for inspections, audits and contractual requirements where required. Communication • Act as a key link between the reception team and the Practice Management Team. • Communicate operational updates and procedural changes effectively. • Build and maintain positive working relationships across all departments. • Attend meetings and contribute to practice development and service improvement initiatives. Job description Job responsibilities Team Leadership • Supervise and support a team of approximately 12 reception staff. • Lead by example, maintaining a professional, positive and patient-focused approach. • Provide day-to-day guidance, coaching and support to team members. • Assist with the induction, training and ongoing development of reception staff. • Monitor staff performance and address issues promptly and professionally. • Support the Practice Management Team with appraisals, probation reviews, return-to-work meetings and performance management where appropriate. • Foster a positive team culture and encourage continuous improvement. Operational Management • Oversee the day-to-day running of the reception department. • Ensure appropriate staffing levels are maintained throughout the day, responding to unexpected absences where possible. • Coordinate reception rotas, workload and daily task allocation. • Ensure practice policies, procedures and standard operating procedures are followed consistently. • Identify opportunities to improve systems, workflows and patient access. • Escalate operational issues to the Practice Management Team where appropriate. Patient Services • Support the reception team in delivering an efficient, courteous and compassionate service to patients. • Act as the first point of contact for patient queries and complaints, resolving issues efficiently and escalating complex concerns where appropriate. • Assist with managing difficult or sensitive situations involving patients. • Promote excellent customer service and ensure patients receive timely, accurate and compassionate support. • Support the management of patient feedback and contribute to service improvements. Appointment & Workflow Management • Support the effective management of appointment capacity and clinic utilisation. • Monitor appointment booking processes to ensure practice protocols are followed. • Assist with implementing new ways of working and service improvements. • Work closely with clinicians and administrative teams to maintain an efficient patient journey. • Monitor reception workflows and ensure daily administrative tasks are completed accurately and within agreed timescales. Quality & Compliance • Ensure confidentiality is maintained at all times in accordance with GDPR, NHS guidance and practice policies. • Ensure reception staff complete mandatory training and comply with practice procedures. • Promote safe working practices and contribute to quality improvement initiatives. • Support the Practice in preparing for inspections, audits and contractual requirements where required. Communication • Act as a key link between the reception team and the Practice Management Team. • Communicate operational updates and procedural changes effectively. • Build and maintain positive working relationships across all departments. • Attend meetings and contribute to practice development and service improvement initiatives.