Reception Supervisor @ Richmond Lock Surgery

Job summary

Reception Supervisor

The Reception Supervisor plays an important role in the day-to-day running of the GP practice, helping to ensure that the reception and administrative teams work smoothly and efficiently.

As the first point of contact for patients, the reception team plays a big part in creating a welcoming and positive experience. The Reception Supervisor supports and guides the team, helps keep everything running smoothly and ensures patients receive a friendly, helpful and professional service.

This is a hands-on role, combining team supervision and administrative responsibilities with regular participation in the reception rota. We anticipate the role will be around 25 hours per week, although we are happy to discuss working hours with interested applicants.

Main duties of the job

• Supervising, supporting and coordinating the reception team to ensure the smooth day-to-day running of the reception area.
• Organising rotas and shifts to maintain appropriate staffing levels and adequate reception cover.
• Providing training, guidance and ongoing support to reception staff.
• Helping to resolve day-to-day issues and supporting the team in dealing with challenging situations.
• Monitoring reception processes and identifying ways to improve efficiency and patient experience.
• Ensuring the smooth management of appointments, patient check-ins and waiting times.

About us

At Richmond Lock Surgery, we pride ourselves on providing high-quality patient care in a safe, caring and friendly environment.

We are located in modern purpose built premises, close to the River Thames on the Twickenham/Isleworth border.

We have a well-trained and experienced team of clinical and non-clinical staff who work closely together to provide the best possible service to our patients. We value teamwork, mutual support and creating a positive working environment where everyone feels valued and can make a real contribution.

Job description

Job responsibilities

Key Responsibilities

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. 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. 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. 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. 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.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.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.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.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.

Person Specification

Qualifications

Essential

• GCSE Pass in English and Maths

Key Skills and Attributes

Essential

• Leadership and Teamwork: Ability to support, motivate and guide a team, encouraging a positive and cooperative working environment. Approachable and supportive, with the ability to build good working relationships with colleagues.
• Personal Qualities: A team player who is friendly and approachable, able to remain calm and positive under pressure and happy to support colleagues and provide reception cover when required. Reliable, organised and able to use initiative, and to have the ability to commute to the surgery within a reasonable time frame. Flexible and adaptable, with a willingness to work both morning and afternoon shifts to meet the needs of the practice.
• Communication: Good interpersonal and communication skills, both written and verbal, with the ability to communicate effectively with patients, colleagues and external organisations.
• Organisational Skills: Strong organisational and time-management skills, with the ability to prioritise workloads and manage competing demands.
• Patient Service: A genuine commitment to providing a friendly, helpful and professional service to patients together with an understanding of the importance of treating all patients with courtesy, patience and respect.
• Problem Solving: Ability to think clearly, use initiative and deal confidently with day-to-day problems and challenging situations.
• IT Literacy: Good IT skills and confidence using GP practice management systems, ideally EMIS Web, Docman and Jayex, together with standard office software such as Microsoft Office.
• Attention to Detail: Good attention to detail, particularly when dealing with appointments, patient information, prescriptions and administrative records.
• Confidentiality and Professionalism: Understanding of the importance of patient confidentiality and data protection, with a commitment to maintaining high professional standards.

Desirable

• Awareness of Health and Safety
• Awareness of Infection Control

Experience

Essential

• Experience in a customer facing role

Desirable

• Experience in a Healthcare Setting, preferably in General Practice
• Experience in supervisory role
• Experience working with EMIS Web

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

Richmond Lock Surgery

Address

Richmond Lock Surgery

300 St. Margarets Road

Twickenham

TW1 1PS

United Kingdom

Employer's website

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