Reception supervisor
5 days ago
Newcastle upon Tyne
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 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. • 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 escalation significant operational or performance concerns to the Practice Manager., • Promote a supportive, professional and patient-focused working environment and address issues promptly and consistently., • 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., • 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., • 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., • 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., • Good standard of general education, including literacy and numeracy, • Willingness to complete mandatory and role-specific training, • Relevant supervisory, leadership or customer-service qualification, • 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, • 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, • 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, • Experience reviewing or improving administrative processes, • Professional, approachable and patient-focused, • Calm and resilient under pressure, • Reliable, fair and able to maintain confidentiality, • Flexible, collaborative and committed to continuous improvement, • 27 days annual leave (pro-rata) plus 8 bank holidays (pro-rata), • NHS Pension Scheme #J-18808-Ljbffr