Reception Lead/ Supervisor

Chelsfield Surgery; Greater London; Presencial; GBP 25 000 - 32 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

NHS Pension Scheme

Free on-site parking

Training and development opportunities

Resumo da oferta

Chelsfield Surgery is seeking an experienced Reception Lead / Patient Services Supervisor to oversee the reception and admin team and drive high-quality patient services.

The role partners with GPs and nurses to support QOF targets, data quality, and efficient operations in a busy practice environment.

Qualificações

• Previous experience in General Practice.
• Experience supervising or leading a reception/admin team.
• Knowledge of EMIS Web.
• Understanding of QOF, recalls and data quality.
• Excellent communication and organisational skills.

Responsabilidades

• Supervise reception and administrative staff.
• Oversee daily operations and patient flow.
• Coordinate patient recalls and QOF activity.
• Run EMIS searches and monitor data quality.
• Support rota management and staff training.
• Handle patient queries and escalations.
• Contribute to service improvement projects.

Conhecimentos

Leadership

EMIS Web

Communication

Organisational skills

Staff supervision

Data quality

Formação académica

GCSE English & Maths

Ferramentas

EMIS Web

Ardens

Descrição da oferta de emprego

Job summary

An exciting opportunity has arisen for an experienced and motivated Reception Lead / Patient Services Supervisor to join our friendly and supportive team at Chelsfield Surgery. This is a key leadership role responsible for overseeing the day-to-day running of reception services, supporting and developing staff, and ensuring patients receive an excellent level of service. The successful candidate will play an important role in driving operational performance, supporting quality improvement initiatives, and working alongside clinicians and management to achieve practice objectives including QOF and enhanced services. We are looking for a positive, organised and proactive individual with previous General Practice experience, strong leadership skills and the ability to thrive in a busy environment.

Main duties of the job

The post holder will supervise and support the reception and administrative team, oversee daily operations, manage staff performance and training, coordinate patient recalls, support QOF achievement, run EMIS searches, monitor data quality, assist with rota management, handle patient queries and escalations, and contribute to service improvement projects. The role requires close working with GPs, nurses and the wider multidisciplinary team to ensure efficient practice operations and an excellent patient experience.

About us

Chelsfield Surgery is situated in Orpington, Bromley. The surgery has a variety of clinical skill mix as we as being a teaching practice. We are a part of Orpington PCN, and has plenty of support through ARRS roles. Our team consist of 2 GP Partners , 1 Salaried GPs, 1 Advanced Nurse Practitioners, 2 Practice Nurses, 1 Sexual Health Nurse, 1 HCA, a Paramedic, Pharmacy Technician, Social Prescriber, Mental health Practitioner, Care Coordinators, physiotherapist, podiatrist and a fantastic administrative support team. We are a training practice with 1 GP trainers with GP registrars.

Job responsibilities

Job Summary

An exciting opportunity has arisen for an experienced and motivated Reception Lead / Patient Services & QOF Lead to join Chelsfield Surgery.

The successful candidate will be responsible for the day-to-day leadership and management of the reception and administrative team, ensuring the delivery of high-quality patient services while supporting the practice in achieving Quality and Outcomes Framework (QOF) targets and other contractual requirements.

The post holder will work closely with the Practice Manager, Partners and clinical team to improve patient experience, maintain efficient operational processes and support service development across the practice.

Main Duties and Responsibilities

Reception Team Leadership

• Supervise and support all reception and administrative staff.
• Ensure reception services operate efficiently and professionally.
• Act as the first point of escalation for patient and staff concerns.
• Assist with recruitment, induction and training of new staff.
• Carry out staff supervision and performance monitoring.
• Support rota management and operational planning.
• Promote a positive and supportive team culture.

QOF and Recall Management

• Lead QOF recall and patient review programmes.
• Run EMIS Web and Ardens searches to identify outstanding activity.
• Monitor QOF performance and achievement.
• Work with clinicians to close gaps in patient care.
• Ensure disease registers are maintained accurately.
• Support vaccination, screening and enhanced service recall campaigns.
• Monitor and improve data quality and clinical coding.

Operational Responsibilities

• Support implementation of practice policies and procedures.
• Monitor appointment capacity and patient flow.
• Support care navigation and total triage processes.
• Assist with complaint handling and patient feedback.
• Ensure compliance with confidentiality, GDPR and information governance requirements.
• Support quality improvement and service development projects.

Person Specification

Essential

• Previous experience working within General Practice.
• Experience supervising or leading a reception or administrative team.
• Knowledge of EMIS Web.
• Understanding of QOF, recalls and data quality.
• Excellent communication and organisational skills.
• Ability to prioritise workload and work under pressure.
• Strong IT skills.

Desirable

• Experience using Ardens.
• Knowledge of Enhanced Services.
• Experience producing reports and analysing performance data.
• Experience supporting service improvement projects.

Working Pattern

35-37.5 hours per week.

Benefits

• NHS Pension Scheme
• Free on-site parking
• Supportive and friendly working environment
• Training and development opportunities
• Opportunity to work within a forward-thinking training practice

This role offers an excellent opportunity for an experienced GP receptionist, patient services lead or reception supervisor looking to develop their career within a busy and supportive General Practice.

Person Specification

Qualifications

Essential

• GCSE Grade C/4 or above in English and Mathematics (or equivalent)
• Previous experience working within a General Practice setting
• Experience supervising or leading a reception or administrative team
• Good IT skills, including use of Microsoft Office applications
• Knowledge and understanding of QOF and patient recall processes
• Experience using clinical systems such as EMIS Web

Desirable

• ILM Team Leader/Supervisory Qualification or equivalent
• Experience using Ardens
• Experience of running QOF searches and reports
• Understanding of Enhanced Services and NHS contractual requirements
• Experience of staff training and performance management
• Knowledge of Care Navigation and Total Triage models

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.