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Reception supervisor
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Job Role: Reception Supervisor
Job Type: Permanent
Working Hours: Part-time Mon & Fri 7:45 to 6:30
Location: Westerhope Medical Centre in Newcastle
Salary: £14.46 per hr
Accountable To: Practice Manager
Job Purpose:
To supervise and coordinate the day-to-day operation of the reception service, ensuring patients receive a professional, efficient and courteous service. The postholder will lead and support the reception team, maintain appropriate staffing and standards, resolve operational issues and remain an active member of the reception function.
Key Responsibilities:
Team Supervision and Leadership
- Provide day-to-day leadership, direction and support to the reception team, acting as the first point of contact for operational questions, errors and concerns.
- Allocate and monitor workloads, set priorities and ensure reception and associated administrative tasks are completed accurately and within agreed timescales.
- Maintain effective reception cover, address immediate staffing issues and escalate significant operational or performance concerns to the Practice Manager.
- Promote a supportive, professional and patient-focused working environment and address issues promptly and consistently.
People Management and Development
- Support the recruitment and selection of reception staff and coordinate structured induction and role-specific training for new starters.
- Prepare and maintain the reception rota, review leave requests in line with practice policy and ensure adequate staffing levels.
- Provide coaching and day-to-day feedback, supporting colleagues who require additional guidance or confidence in the role.
- Conduct appraisals and identify training and development needs, working with the Practice Manager to arrange appropriate support.
Reception Operations and Patient Service
- Remain an active member of the reception team, providing front-desk and telephone cover and dealing with routine and more complex patient enquiries.
- Ensure patients are welcomed, checked in and directed appropriately, and that messages and patient contacts are recorded accurately and passed on promptly.
- Oversee new-patient and temporary-resident registrations and patient deductions, ensuring required information and documentation are complete.
- Coordinate daily home-visit requests for allocation to the appropriate GP in accordance with practice procedures.
- Oversee reception input into non-NHS services, including relevant information, charges, payments and receipts, liaising with the secretarial team where required.
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Quality, Procedures and Communication
- Maintain a thorough working knowledge of reception procedures and ensure the team works consistently in accordance with agreed protocols and timescales.
- Monitor the accuracy and completeness of reception records and administrative processes, addressing errors and arranging corrective guidance where needed.
- Liaise with the Practice Manager, clinicians and other colleagues to support the smooth delivery of primary care services.
- Coordinate and contribute to reception meetings and participate in relevant practice or working-group meetings.
- Communicate clearly and professionally with patients, carers, colleagues and external healthcare professionals, escalating clinical or safeguarding concerns appropriately.
General Responsibilities:
- Maintain patient and practice confidentiality and comply with UK data protection requirements, NHS information governance standards and practice policies.
- Complete mandatory training and contribute to continuous improvement, service development and a safe working environment.
- Support equality, dignity and respect and comply with the practice's health and safety, safeguarding, infection prevention and no-smoking requirements.
- Undertake other reasonable duties appropriate to the role, as requested by the Practice Manager or GP Partners.
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Person Specification
Qualifications and Training
- Good standard of general education, including literacy and numeracy
- Willingness to complete mandatory and role-specific training
Desirable: Relevant supervisory, leadership or customer-service qualification
Experience and Knowledge
- Substantial reception, administration or customer-service experience
- Experience supporting or coordinating colleagues in a busy service environment
- Understanding of confidentiality, data protection and professional boundaries
Desirable: Experience in a GP practice, NHS or other healthcare setting
Formal line-management, appraisal, rota or recruitment experience
Knowledge of primary care systems and workflows, including EMIS Web
Skills
- Clear and confident communication, including handling sensitive or challenging situations
- Strong organisation, prioritisation and attention to detail
- Ability to lead, motivate and support a team and provide constructive feedback
- Ability to solve problems, use judgement and escalate appropriately
- Competent IT and record-keeping skills
Desirable: Experience reviewing or improving administrative processes
Personal Attributes
- Professional, approachable and patient-focused
- Calm and resilient under pressure
- Reliable, fair and able to maintain confidentiality
- Flexible, collaborative and committed to continuous improvement
Benefits:
- 27 days annual leave (pro-rata) plus 8 bank holidays (pro-rata)
- NHS Pension Scheme
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