Reception Supervisor @ Great Oakley Medical Centre

Job summary

We are seeking a motivated and organised Reception Supervisor to support our busy reception and patient services team. This is an exciting opportunity for someone with excellent customer service, leadership and communication skills who is passionate about delivering high-quality patient care.

The successful candidate will provide day-to-day supervision of our reception team, support service delivery, assist with staff training and development, and help ensure patients receive an efficient and professional service.

Previous supervisory experience is essential. Experience within General Practice, the NHS and knowledge of SystmOne would be advantageous.

What We Offer

• NHS Pension Scheme
• Generous annual leave entitlement
• Ongoing training and development opportunities
• Friendly, supportive and collaborative team environment
• Free gym membership at Corby Swimming Pool and Lodge Park Sports Centre
• Opportunity to work within a large, well-established practice serving over 15,000 patients
• Access to a diverse and experienced multidisciplinary team
• A positive workplace culture that values staff wellbeing and professional growth

Reports To

Practice Management Team

Hours

Full Time (37.5 hours per week)

Shifts

TBC

Hourly Rate/Salary

TBA

Main duties of the job

• Provide day-to-day supervision and support to reception staff.
• Act as a first point of contact for reception team queries.
• Support the induction, training and development of new reception staff.
• Assist in monitoring staff performance and identifying training needs.
• Promote a positive, professional and supportive working environment.
• Support management in monitoring attendance and staffing levels.
• Oversee the smooth day-to-day running of reception services.
• Monitor reception workflows and ensure tasks are completed within agreed timescales.
• Assist with the allocation of reception duties and daily workload management.
• Ensure adequate reception cover is maintained throughout the working day.
• Creating and managing daily job rotas for reception team
• Support the management of reception shift rotas where required.
• Lead by example by undertaking reception duties as part of the role.
• Provide operational cover during periods of staff absence, annual leave or unexpected increases in demand.
• Assist with front-line reception activities, telephone enquiries, appointment booking and patient navigation when necessary to maintain service delivery.
• Support the reception team during busy periods and help ensure patient services continue to operate effectively.

About us

Great Oakley Medical Centre has been providing high-quality primary care services to the local community since 1998. We are a well-established, forward-thinking GP practice with over 15,000 registered patients, delivering a wide range of NHS services to a diverse patient population.

Our multidisciplinary team comprises 3 GP Partners, 5 Salaried GPs, Advanced Nurse Practitioners, Practice Nurses, Clinical Pharmacists, Care Co-ordinators, Social Prescribers, a Paramedic and a First Contact Physiotherapist. These clinical teams are supported by a dedicated and highly valued administration and reception team of 17 staff who play a vital role in ensuring the smooth day-to-day running of the practice.

We pride ourselves on providing a friendly, supportive and inclusive working environment where teamwork, professional development and excellent patient care are at the heart of everything we do. We are committed to investing in our staff and encouraging continuous learning to help individuals reach their full potential.

Job description

Job responsibilities

Main Duties and Responsibilities

Team Supervision

• Provide day-to-day supervision and support to reception staff.
• Act as a first point of contact for reception team queries.
• Support the induction, training and development of new reception staff.
• Assist in monitoring staff performance and identifying training needs.
• Promote a positive, professional and supportive working environment.
• Support management in monitoring attendance and staffing levels.

Reception Operations

• Oversee the smooth day-to-day running of reception services.
• Monitor reception workflows and ensure tasks are completed within agreed timescales.
• Assist with the allocation of reception duties and daily workload management.
• Ensure adequate reception cover is maintained throughout the working day.
• Creating and managing daily job rotas for reception team
• Support the management of reception shift rotas where required.
• Lead by example by undertaking reception duties as part of the role.

Operations

• Provide operational cover during periods of staff absence, annual leave or unexpected increases in demand.
• Assist with front-line reception activities, telephone enquiries, appointment booking and patient navigation when necessary to maintain service delivery.
• Support the reception team during busy periods and help ensure patient services continue to operate effectively.

The Reception Supervisor will be a working supervisor role, providing day-to-day leadership and support to the reception team whilst also undertaking reception duties and helping to maintain service levels during periods of staff absence, annual leave and increased operational demand.

Patient Services

• Promote high standards of customer service and patient care.
• Support patients with appointments, enquiries and access to services.
• Deal with complex patient queries and concerns that cannot be resolved by reception staff.
• Manage first-line complaints relating to reception and patient services, escalating where appropriate.
• Ensure patients are treated with dignity, respect and confidentiality at all times.

Appointment and Telephone Systems

• Monitor appointment availability and escalate concerns to the Practice Management Team.
• Support the effective use of telephone and digital patient access systems.
• Assist staff in managing appointment demand and patient navigation.
• Help ensure clinicians' appointment books are utilised efficiently.

Quality and Compliance

• Ensure reception procedures are followed consistently.
• Support implementation of practice policies and operational changes.
• Assist with audits and service improvement initiatives where appropriate.
• Maintain awareness of NHS, safeguarding and information governance requirements.
• Promote compliance with GDPR, confidentiality and data security standards.

Service Performance and Patient Access

• Attend management meetings and contribute to discussions regarding practice operations and patient access.
• Provide regular updates on the performance of reception and patient services functions.
• Monitor appointment demand, capacity and utilisation, identifying trends and escalating concerns where appropriate.
• Collate and share basic activity data relating to appointment requests, patient contacts and access challenges.
• Highlight areas where patient demand exceeds available capacity and support the development of practical solutions.
• Monitor the effectiveness of patient navigation and triage processes and provide feedback to the Practice Management Team.
• Contribute ideas and recommendations to improve patient access, service delivery and operational efficiency.

Communication

• Facilitate effective communication between reception staff, clinicians and management.
• Cascade information and updates to the reception team.
• Attend and contribute to team meetings.
• Assist in resolving operational issues promptly and professionally.

Information Technology

• Demonstrate effective use of SystmOne, Microsoft Office and other practice systems.
• Support colleagues in the use of practice systems and processes.
• Escalate IT issues through appropriate channels.

General

• Undertake any reasonable duties commensurate with the role.
• Participate in mandatory training and annual appraisal.
• Maintain professional standards at all times

Person Specification

Qualifications

Essential

• GCSE or equivalent Grade C-4 or above in English and Mathematics.

Desirable

• Leadership, Team Leading or Management qualification.
• Customer Service qualification

Knowledge and Skills

Essential

• Excellent communication skills, both written and verbal.
• Strong organisational skills.
• Ability to prioritise workload effectively.
• Good IT skills including Microsoft Office.
• Ability to motivate and support team members.
• Ability to remain calm under pressure.
• Strong problem-solving skills.
• Understanding of confidentiality and information governance requirements.
• Understanding of equality, diversity and inclusion principles.
• Personal Attributes
• Essential
• Professional and approachable manner.
• Positive attitude and strong work ethic.
• Reliable and flexible.
• Confident, resilient and calm under pressure.
• Excellent interpersonal skills.
• Ability to use initiative and sound judgement.
• Commitment to delivering excellent patient care.
• Flexibility to work occasional additional hours to meet service needs.
• Ability to work effectively both independently and as part of a team.
• Other Requirements
• Essential
• Enhanced DBS check will be undertaken.
• Understanding of, and adherence to, confidentiality requirements.

Desirable

• Knowledge and Skills
• Desirable
• Knowledge of GP practice processes and NHS services.
• Understanding of appointment systems and patient navigation.
• Knowledge of safeguarding procedures

Experience

Essential

• Experience working in a customer-facing environment.
• Experience supervising or leading a team.
• Experience dealing with difficult situations and resolving problems.
• Experience managing competing priorities in a busy environment.

Desirable

• Experience working within General Practice.
• Experience working within the NHS.
• Experience using SystmOne.
• Experience coordinating rotas or staffing arrangements.
• Experience handling patient complaints.

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

Great Oakley Medical Centre

Address

1 Barth Close

Great Oakley

Corby

Northamptonshire

NN18 8LU

United Kingdom

Employer's website

https://www.greatoakleymedicalcentre.co.uk/ (Opens in a new tab)