About this role
Job summary
Willerby & Swanland Surgery is looking for an organised, approachable and reliable Reception Supervisor to join our busy GP practice.
This is a key role within our reception team, providing day-to-day supervision and support to ensure the smooth running of reception and the delivery of a high standard of service to our patients.
The successful candidate will work closely with the Practice Manager and wider management team and will act as a first point of contact for reception staff during the working day.
Alongside undertaking reception duties, the Reception Supervisor will help coordinate the reception team, manage day-to-day staffing and cover, support colleagues with queries and ensure practice procedures and standards are followed consistently.
We are looking for someone who is calm, organised and approachable, with good communication skills and the confidence to support and guide a busy team.
Previous experience within general practice or the NHS would be advantageous, although supervisory or team-leading experience from another customer-facing environment will also be considered.
Main duties of the job
The Reception Supervisor will support the smooth day-to-day running of the reception team, working closely with the Practice Manager and wider management team.
Key duties will include:
Providing day-to-day supervision and support to reception staff.
Acting as the first point of contact for reception queries and operational issues.
Coordinating reception rotas and helping arrange cover for annual leave and sickness.
Allocating and monitoring daily reception duties and workloads.
Supporting the induction and training of new and existing staff.
Ensuring practice procedures and agreed ways of working are followed consistently.
Supporting the implementation of new systems and processes.
Helping to resolve more complex patient queries and escalating concerns or complaints where appropriate.
Supporting effective communication between reception, administration and clinical teams.
Undertaking routine building checks and reporting any issues appropriately.
Maintaining confidentiality and information governance standards.
Undertaking reception duties when required to support the team.
The postholder will be expected to work flexibly and undertake other reasonable duties appropriate to the role.
About us
Willerby & Swanland Surgery is a busy GP practice providing primary care services to a growing patient population.
We have a multidisciplinary team of clinical, administrative and reception staff and are committed to providing a high standard of care and service to our patients.
We are looking for someone who will take a positive and practical approach to the role, support colleagues and help us continue to develop efficient and consistent ways of working across our reception team.
Job description Job responsibilities
The Reception Supervisor will be responsible for supporting the effective day-to-day running of the reception function.
Key responsibilities will include:
Providing day-to-day supervision and support to the reception team.
Acting as the first point of contact for reception staff requiring advice or assistance.
Coordinating reception staffing and ensuring appropriate cover across the working day.
Supporting the preparation and management of reception rotas.
Helping to arrange cover for annual leave, sickness and other absences.
Allocating and monitoring reception duties and ensuring work is completed appropriately.
Supporting new members of staff through induction and on-the-job training.
Identifying training or development needs within the reception team and escalating these to the management team.
Promoting consistent working practices and ensuring practice policies and procedures are followed.
Supporting the implementation of new systems, processes and ways of working.
Helping resolve day-to-day operational issues within reception.
Escalating staffing, performance, patient or operational concerns appropriately to the Practice Manager or relevant manager.
Supporting effective communication between reception, administration and clinical teams.
Maintaining a professional, welcoming and patient-focused reception environment.
Assisting patients with queries sensitively and professionally, including more complex queries where appropriate.
Supporting the management of difficult situations and escalating complaints or significant concerns in accordance with practice procedures.
Ensuring confidentiality, information governance and data protection requirements are maintained at all times.
Undertaking reception duties as required to support the needs of the practice.
Attending relevant practice and team meetings.
Carrying out other reasonable duties appropriate to the role.
Person Specification
Qualifications Essential
Good standard of general education. Good written and verbal communication skills. Confident using IT systems.
Desirable
Customer service, supervisory or team-leading qualification. Relevant NHS or primary care training.
Skills and Knowledge Essential
Ability to prioritise and manage competing demands. Ability to remain calm and professional when working under pressure. Ability to support and motivate colleagues. Confidence to provide guidance and address day-to-day issues within the team. Good problem-solving skills and ability to use initiative. Ability to recognise when an issue needs to be escalated. Good attention to detail. Understanding of the importance of confidentiality and data protection. Ability to work effectively with clinical, administrative and management colleagues.
Desirable
Knowledge of general practice and primary care. Understanding of GP practice reception processes and patient access. Knowledge of NHS systems and terminology.
Experience Essential
Previous experience working in a busy customer-facing, reception or administrative environment. Experience of working as part of a team. Experience of organising and prioritising a varied workload. Experience of dealing with confidential or sensitive information. Experience of dealing with challenging situations in a calm and professional manner.
Desirable
Previous supervisory, senior reception or team-leading experience. Previous experience within a GP practice, NHS or healthcare environment. Experience of staff rotas and coordinating cover. Experience of training or supporting new members of staff. Experience using SystmOne.
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 details Employer name Willerby & Swanland Surgery
Address Willand Primary Care Centre
Lowfield Road
Anlaby
East Yorkshire
HU10 7JR
United Kingdom
Employer's website https://www.willerbysurgery.nhs.uk/ (Opens in a new tab)