Reception Supervisor

County Durham & Darlington NHS Foundation Trust; Tees Valley; On-site; GBP 24,000 - 28,000; Full time

Job summary

A regional health service provider is seeking a Reception Supervisor at Darlington Memorial Hospital. In this role, you will supervise the outpatient reception team, ensure exceptional customer service, and manage daily operations while adhering to health guidelines. The ideal candidate has strong organizational and interpersonal skills, along with relevant NHS experience. A Level or NVQ Level 3 qualification in Business Administration or Customer Care is required. This position offers a chance to impact patient satisfaction significantly.

Qualifications

• Good customer care skills and ability to communicate with all levels of personnel.
• Experience in a busy office environment and NHS reception.
• Knowledge of PAS and 18-week referral processes.

Responsibilities

• Supervise the reception team and ensure high standards of service.
• Monitor data collection accuracy and patient satisfaction.
• Handle complaints and ensure adherence to policies.

Skills

Customer care skills

Interpersonal skills

Organizational skills

Ability to work under pressure

Education

A Level standard or NVQ Level 3 in Business Administration or Customer Care

Tools

Microsoft Office

NHS Patient Administration Systems

Job description

Go back County Durham & Darlington NHS Foundation Trust

Reception Supervisor

The closing date is 06 October 2025

Anopportunity has arisen for a Band 3 Reception Supervisor based at DarlingtonMemorial Hospital to work as part of our Outpatient Reception Team, withinPatient Booking.

Supervising staff in thepreparation of Outpatient clinics and Reception facilities in areas ofresponsibility as well as routine preparation and reception duties. In depthknowledge of 18-week referral to treatment processes to ensure targets are metand receptionists are accurately recording information into the Trust PASsystem. Implementing Overseas Visitor Charging Regulations in line withDepartment of Health policies. It is essential that you monitor and deliverexceptional customer service within the reception team.

Provencustomer care skills and the ability to communicate with all levels ofpersonnel are essential in this post. In addition, the ability to work underpressure, prioritise your workload and organise your team in order to meetdeadlines and data quality assurance are crucial skills required for this post.

Main duties of the job

Thisis a key role in assisting the Reception Manager and Reception Co-ordinator toeffectively manage and achieve high standards within the Reception Service andOverseas Visitors to the organisation. You will be responsible for theday-to-day supervision of a team of receptionists ensuring all policies,procedures and standards are adhered to, as well as monitoring all absences.You will have the opportunity to greatly influence the service provided to ourpatients.

Candidates must beinterested in ensuring patient satisfaction, have good organisational skills, asensitive manner when dealing with patients and staff members and work to ahigh level of accuracy. A conscientious, flexible approach is essential along withthe ability to work effectively within a team.

Thesuccessful candidate will be based at Darlington Memorial Hospital but may beasked to cover and travel to other hospital sites when necessary.

About us

If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager.

You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks.

We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.

We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented.

Full Job Descriptions can be found in the adverts supporting documents.

Over reliance onAI-generated content is discouraged and may diminish the applicant's chances ofsuccess.

For the most up-to-date information on visa requirements and eligibility, please check online to determine whether you can apply.

From April 9th 2025 - Healthcare assistants - You must have a minimum of two yearsof experience working within the NHS as a HCA for the Trust to considersponsorship (we will only consider sponsorship if you meet this criteria andhave a current visa expiring within 3 months).

Job responsibilities

You will ensure that receptionists deal withall customers promptly and courteously, to ensure a high standard of CustomerCare.

You will monitor and reportthe quality standard of data collection by receptionists and access to healthstaff in accordance with department policies and procedures. This includesensuring 18-week pathway outcome codes are recorded accurately by receptionstaff.

Responsible for the timelyand accurate clinic management of outpatient appointments, waiting list andadmission/discharges on the Patient Administration System, implement timesurveys on the waiting times of clinics as required and have a basic knowledgeof medical terminology to allow further appointments to be arranged.

Monitor the Trust stricttimescale of processing subject access requests in line with the DataProtection Act.

Deal with complaints andescalate if necessary.

Interview potentialOverseas Visitors and complete all necessary paperwork to ensure OverseasCharging Regulations are implemented in line with the Department of Healthguidelines.

You will analyse andresolve staff performance problems within your own responsibility, referring toReception Co-ordinator as necessary.

You will report allsickness absences to the Reception Co-ordinator/Reception Manager on a monthlybasis and carry out return to work interviews, adhering to the TrustsManagement of Absence policy.

You will co-ordinate andrecord all annual leave for your staff and arrange cover to ensure serviceprovision.

You will assist OutpatientReception Co-ordinator to continually seek to improve the service provided,including the development of policies and procedures and ensure all staff areinformed.

Collate Friends and Familyquestionnaires and send to external stakeholder and report figures to PatientExperience Team.

Participate in interviewpanels and selection of candidates for vacancies within the department.

To carry out appraisals toensure Trust/Department objectives are followed and support development of PDPfor staff.

Ensure that the WaitingList Policy and clinic rules are adhered to in respect of appointment bookingand amendments.

To deal with distressed,abusive and /or complaining customers face to face and via the telephone andresolve in appropriate timescales.

Ensure all time sheets andflexible working is correct and forwarded to the Reception Co-ordinator, inaccordance with Trust and Patient Access policies.

Ensure patient satisfactionand confidentiality is maintained throughout.

Ensure Health & Safetyfiles are maintained and training is up to date.

Tocover all duties if required performed by Band 2 Receptionist to cover anyabsences and ensure the smooth running of all areas.

Person Specification

Special Requirements

• Good interpersonal skills.
• Approachable and friendly.
• Ability to maintain strict confidentiality.
• Willing to undertake any training required for the post.
• Ability to travel across sites.
• Self-reliance.
• Well presented.

Special Skills & Knowledge

• Knowledge of PAS and 18 week referral to treatment processes and procedures, especially within the reception arena.
• In depth knowledge of the Data Protection Act and Access to Medical Records Act.
• Experience and knowledge of the implementation of the Overseas Visitors Charging Regulations.
• Organisational skills.
• Microsoft Office Skills.
• Ability to work under pressure.
• Ability to prioritise.
• Able to lead a team and set high standards.
• NHS Supervisory experience.
• Working in a busy office environment.
• Experience of overseas visitors processes and charging fees.
• Experience of working within the NHS.
• Experience of NHS Patient Administration systems.

Experience

• NHS Supervisory experience.
• Working in a busy office environment.
• NHS Reception Experience.
• Application Form & Interview.
• NHS Reception Experience.

Qualifications

• Educated to A Level standard or NVQ Level 3 in Business Administration or Customer Care or equivalent experience.

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.

Employer name

County Durham & Darlington NHS Foundation Trust