Reception Supervisor

NHS Jobs; Twickenham; In loco; GBP 32.000 - 44.000; Tempo pieno

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NHS Jobs in the United Kingdom seeks a motivated Reception Supervisor to lead the reception team, supervise front-desk and telephone cover, and ensure smooth patient check-in and appointment flow.

You will oversee staff rotas, training, performance reviews, and ensure compliance with NHS policies, data protection and health and safety while maintaining a welcoming, professional environment.

Mansioni

• Supervision and team support lead for the reception team, organizing workloads and providing front-desk and telephone cover.
• Manage reception rotas and staffing across all shifts, ensuring adequate cover and approved annual leave.
• Maintain accurate records of staff sickness and absences per practice procedures.
• Provide training and support to reception staff on procedures, systems and policies.
• Hold regular one-to-one meetings and contribute to staff reviews and appraisals.
• Support the Practice Manager with performance and conduct matters according to policy.
• Oversee patient appointments, bookings, cancellations and rescheduling using EMIS Web.
• Address patient queries, complaints and concerns, escalating as needed to Practice Manager.
• Ensure smooth day-to-day reception operations, including check-in, waiting times and flow of appointments.

Descrizione del lavoro

Key Responsibilities

1. 1. Supervision and Team Support Lead, support and motivate the reception team, encouraging a positive and helpful approach to patients and colleagues. Take an active part in the reception rota, providing front-desk and telephone cover alongside the rest of the team. Have dedicated, protected administrative time to carry out supervisory duties, organise workloads, support staff and deal with day-to-day reception management. Coordinate and manage reception rotas, ensuring adequate staffing levels and appropriate cover across all shifts. Monitor and consider annual leave requests, ensuring appropriate reception cover is maintained before approving requests in line with practice procedures. Keep accurate records of staff sickness and other absences, ensuring these are reported and recorded in accordance with practice procedures. Provide training and support to new and existing reception staff on practice procedures, systems and policies. Hold regular one-to-one meetings with team members and contribute to staff reviews and appraisals. Support the Practice Manager in addressing any performance or conduct concerns in line with practice policies.
2. 2. Patient Services Ensure the reception team provides a friendly, professional and efficient service to all patients and visitors. Oversee the smooth management of patient appointments, including bookings, cancellations and rescheduling using EMIS Web. Support reception staff in dealing with patient queries, complaints and concerns, escalating matters to the Practice Manager when appropriate. Ensure effective communication with patients, including passing on messages from clinicians and the practice management team.
3. 3. Day-to-day Reception Operations Ensure the reception area runs efficiently, including patient check-in, waiting times and appointment flow. Keep the reception area organised and ensure stationery, forms and other essential supplies are adequately stocked and readily available. Ensure that reception and all public areas are kept clean, tidy and presentable at all times, creating a welcoming and professional environment for patients and visitors. Ensure that the team consistently follows the practice opening and closing procedures, and that all necessary checks and tasks are completed appropriately. Monitor reception processes and suggest improvements to help the team work efficiently and provide a good patient experience. Ensure reception and administrative tasks are completed accurately and in a timely manner. Oversee the management of repeat prescription requests and other patient documentation.
4. 4. Communication Act as the main point of contact between reception and the wider practice team, encouraging good communication between clinicians, management and administrative staff. Ensure important messages are passed on accurately and promptly between clinical staff, reception and patients. Keep the reception team informed of any changes to practice policies, procedures or systems.
5. 5. Administration and Record Keeping Oversee the accurate input and management of patient information, ensuring data is handled appropriately and in accordance with data protection requirements. Assist the Practice Manager with administrative duties as required, including correspondence, reports and invoices. Ensure patient paper and electronic records and other administrative documents are maintained and filed appropriately. Oversee practice cash-handling procedures, including patient payments by cash and card, petty cash and issuing receipts.
6. 6. Problem Solving and Decision Making Deal with day-to-day issues arising within reception, including appointment booking errors, system problems and patient concerns. Use initiative to resolve problems calmly and efficiently, seeking advice or escalating more complex matters to the Practice Manager when necessary. Support reception staff when dealing with difficult or challenging situations.
7. 7. Compliance and Confidentiality Ensure the reception team follows practice and NHS policies and procedures, particularly those relating to confidentiality, patient safety and data protection. Monitor the reception team's completion of mandatory training, ensuring all required training is kept up to date and following up with staff where necessary. Ensure staff are aware of and follow infection prevention and control measures and health and safety requirements. Promote good practice and encourage staff to maintain high standards of confidentiality and professionalism.
8. 8. Health, Safety and Premises Maintain an awareness of Health and Safety and Infection Control requirements within the practice, ensuring that potential hazards or issues are identified and, where appropriate, dealt with promptly or reported to the Practice Manager. Coordinate and ensure the completion of routine fire alarm testing and Legionella monitoring checks, involving the reception team as appropriate and ensuring that results are recorded and any issues reported. Ensure that the reception team contributes to keeping the external areas of the practice clean, tidy and safe, coordinating tasks such as general upkeep, litter clearance and seasonal safety precautions as necessary.
9. 9. Technology and Systems Oversee the effective use of practice systems, including EMIS Web, Docman, Jayex, AccuRx and other relevant software. Help staff with day-to-day system queries and troubleshoot minor IT issues, liaising with IT support when necessary. Encourage staff to use practice systems correctly and consistently, ensuring they receive appropriate guidance and support.