Reception Supervisor

Len Valley Practice; Lenham; Remote; GBP 21,000 - 27,000; Full time

Job summary

Len Valley Practice in Lenham 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, ensuring the smooth running of the surgery, handling sensitive information with confidentiality, and delivering high quality patient experience.

You will recruit, train and develop reception staff, manage rotas, support EMIS operations, respond to queries by phone and in person,

Qualifications

• GCSE English and Maths (or equivalent) is required.
• Experience using EMIS or similar GP practice systems is preferred.
• Training or certification in medical office administration is desirable.
• Previous reception leadership or supervisory experience is advantageous.

Responsibilities

• Greet and assist patients and visitors in a courteous, professional manner.
• Operate the practice appointment and clinical systems (EMIS) accurately.
• Respond to patient queries by phone and face-to-face, signposting as needed.
• Support clinicians with requests for files, messages and calls.
• Ensure reception areas are clean, safe, and welcoming.
• Coordinate reception staff rosters to ensure coverage and task completion.
• Run recalls, searches and basic audits as requested.
• Conduct and minute reception/admin team meetings.
• Handle minor complaints and escalate when required.
• Assist in recruitment, induction and development of reception staff.
• Maintain reception handbooks and guides and monitor training compliance.

Skills

Interpersonal skills

Communication

Leadership

Education

GCSE English and Maths

Medical office administration training

Tools

EMIS

Job description

Len Valley Practiceis seeking a professional and compassionate Reception Supervisor to lead and support our busy reception team.

As ReceptionSupervisor, you will be the first point of contact for patients and thereception team, ensuring the smooth and efficient running of the surgery. Theideal candidate will have excellent communication skills, a friendly demeanour,and the ability to handle sensitive information with the utmostconfidentiality. You will play a key role in delivering a high-quality patientexperience while supporting and developing the reception team.

Main duties of the job

In this role, youwill:

• Greet and assist all patients andvisitors in a friendly, courteous, and professional manner.
• Operate the practice appointmentand clinical systems (e.g. EMIS) accurately and efficiently.
• Respond to patient queries bytelephone and face-to-face, signposting appropriately.
• Support clinicians with requestsfor files, messages, calls, and administrative tasks.
• Ensure reception and patient areasare clean, safe, and welcoming.
• Coordinate reception staff dutiesto ensure coverage and task completion.
• Run searches, recalls, and basicaudits as requested.
• Conduct and minute reception/adminteam meetings.
• Act as the first point of contactfor minor complaints and escalat when required

About us

Len Valley Practice is a friendly forward thinking GP surgery based in the historic village of Lenham Kent caring for just over ten thousand patients across Lenham and Harrietsham The practice is led by five GP partners supported by salaried GPs GP registrars a strong nursing team healthcare assistants pharmacists physiotherapy and paramedic practitioners as well as skilled administrative and dispensary staff

We provide a wide range of primary care services including long term condition management immunisations maternity and family planning minor surgery health screening and treatment of illness or injury Rated Good by the Care Quality Commission the practice is committed to delivering safe effective and patient centred care

We pride ourselves on being an approachable supportive and community focused organisation with a strong emphasis on teamwork professional development and delivering high quality care for all

Job responsibilities

Job Title: ReceptionSupervisor

Responsible To: Management Team

Location: Len Valley Practice(Main and Branch Site)

Contract Type:Full-time,Permanent

Overview

Len Valley Practiceis seeking a professional and compassionate Reception Supervisor to lead and support our busy reception team.

As ReceptionSupervisor, you will be the first point of contact for patients and thereception team, ensuring the smooth and efficient running of the surgery. Theideal candidate will have excellent communication skills, a friendly demeanour,and the ability to handle sensitive information with the utmostconfidentiality. You will play a key role in delivering a high-quality patientexperience while supporting and developing the reception team.

Key Responsibilities

In this role, youwill:

• Greet and assist all patients andvisitors in a friendly, courteous, and professional manner.
• Operate the practice appointmentand clinical systems (e.g. EMIS) accurately and efficiently.
• Respond to patient queries bytelephone and face-to-face, signposting appropriately.
• Support clinicians with requestsfor files, messages, calls, and administrative tasks.
• Ensure reception and patient areasare clean, safe, and welcoming.
• Coordinate reception staff dutiesto ensure coverage and task completion.
• Run searches, recalls, and basicaudits as requested.
• Conduct and minute reception/adminteam meetings.
• Act as the first point of contactfor minor complaints and escalat when required

As ReceptionSupervisor, you will provide leadership and day-to-day support to the receptionteam. You will:

• Assist in the recruitment,induction, training, and development of reception staff.
• Maintain and update receptionhandbooks and "how to" guides.
• Lead by example, modellingprofessional behaviour and a patient-first approach.
• Monitor mandatory trainingcompliance and support ongoing staff development.
• Contribute to appraisals andprobationary reviews where appropriate.
• Create and manage weekly receptionrotas, approve annual leave, and arrange cover where required.
• Handle sickness absence reportingand monitoring.
• Manage day-to-day team issues andresolve conflicts, escalating to management where necessary.
• Deal with more complex patientenquiries, including informal complaints, before escalation.
• Continually assess and evaluatereception systems, recommending improvements to the Practice Manager orOperations Manager.

You will ensurethat the reception team adheres to practice policies and meets compliancestandards by:

• Supporting fire safety proceduresand emergency protocols.
• Logging and assisting in theinvestigation of significant events and patient incidents.
• Providing support with CQCcompliance and documentation.
• Monitoring appointment systemusage and highlighting issues to the Operations Manager.
• Ensuring staff are trained andconfident in using telephone and online systems.
• Signposting patients appropriatelyusing care navigation principles.
• Overseeing and delegating QOFtarget/recall areas.

Ensure both the main site and the branch surgery have reception coverduring core hours

The opening up and closing down processes are known by receptionists are followed

The premises are secured appropriately and the location of keys areknown

ProfessionalStandards

The ReceptionSupervisor is expected to:

• Maintain strict confidentialityand adhere to information governance protocols.
• Use sound judgement and initiativewhen managing issues or escalating concerns.
• Uphold practice values andcontribute positively to a collaborative team culture.
• Be proactive, solution-focused,and adaptable to the needs of the practice.
• Undertake any other appropriately delegated by Senior Management.

Qualifications

• Minimum GCSE English and Maths Grade C/4 (or equivalent).
• Experience using EMIS and knowledge of GP rotas.
• Additional training or certification in medical office administration or healthcare administration

Experience

• Previous experience in a medical receptionist role or similar administrative position (preferred).
• Excellent interpersonal and communication skills, with the ability to interact professionally with patients, staff, and visitors.
• Proficiency in using computer software for appointment scheduling, electronic medical records, and general office tasks.
• Strong organisational skills and attention to detail, with the ability to multitask and prioritise tasks in a fast-paced environment.
• Knowledge of medical terminology, billing procedures, and privacy regulations.
• Compassionate and empathetic attitude towards patients, with a commitment to providing outstanding customer service.
• Knowledge of patient confidentiality, the Data Protection Act 2018, and GDPR.

Disclosure and Barring Service Check

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.