Reception Supervisor

Overview

As our new Reception Supervisor, you will step into a pivotal leadership role at the heart of our GP practice, driving the daily success of our front line team. We are looking for someone who will inspire, mentor, and support our reception staff to deliver a seamless, high quality, and deeply compassionate service to our patients.

Your day to day will be dynamic and rewarding: you will handle team rotas, coordinate vital clinical workflows like appointment booking and care navigation, and act as a trusted bridge between patients, staff, and practice management.

By championing a culture of continuous improvement, strict confidentiality, and professional growth, you will directly shape a welcoming, efficient environment where both our team and our local community can thrive.

This role is a job share with our existing supervisor at 28 hours a week across 5 days. Our normal opening hours are 08:00-18:30 and we also provide enhanced access hours from 07:00-19:30.

Job Summary

To lead and support the Reception and Patient Services Team in delivering a high-quality, patient centred service. The post holder will ensure patients are welcomed, assisted, signposted and directed to the most appropriate healthcare professional or service in a courteous, efficient and effective manner.

The post holder will be responsible for the day to day supervision of reception and administrative functions, ensuring the smooth operation of front line services, supporting staff development, promoting continuous service improvement and contributing to the achievement of practice objectives.

Key Responsibilities

• Team Leadership and Supervision: Lead, supervise and support the Reception and Patient Services Team. Act as a role model, promoting professionalism, teamwork and excellent customer service. Support the recruitment, induction, training, development and appraisal of staff. Ensure all staff understand and comply with Practice policies, protocols, Standard Operating Procedures and relevant legislation. Monitor staffing levels and manage rotas to ensure adequate service cover, including contingency planning for annual leave and unexpected absence. Provide day to day guidance and support, managing operational issues and escalating concerns where appropriate. Assist in resolving patient concerns and support the management of complaints.
• Operational Management: Coordinate and oversee daily reception and administrative activities. Monitor the Practice generic email account and ensure correspondence is directed appropriately. Coordinate room allocation for clinical and visiting staff. Ensure communication systems operate effectively and that staff are informed of procedural or operational changes. Maintain patient facing information, including waiting room notices, self check in systems and communication displays. Oversee general housekeeping responsibilities to ensure a safe, professional environment. Support the delivery of a welcoming, responsive and patient focused service. Provide hands on support to the reception team and undertake reception duties when required. Ensure patients are treated with dignity, respect and compassion at all times. Promote effective care navigation to help patients access the most appropriate service or clinician. Support the efficient handling of telephone, face to face and electronic patient enquiries.
• Quality Improvement and Performance: Monitor service performance and identify opportunities for improvement. Contribute to quality improvement initiatives, audits and service developments. Support the Practice Management Team in achieving operational and organisational objectives. Encourage a culture of continuous improvement and shared learning.
• Confidentiality and Information Governance: The post holder will have access to confidential information relating to patients, staff and the business of the Practice. All information must be treated as strictly confidential and managed in accordance with Practice policies, UK GDPR, Data Protection legislation and NHS Information Governance requirements. Information may only be disclosed to authorised individuals in line with Practice procedures.
• Health, Safety and Infection Prevention & Control: The post holder is responsible for promoting and maintaining a safe working environment and will: comply with all Health and Safety policies and procedures; identify and report hazards, risks and incidents; use equipment and systems safely and appropriately; participate in mandatory training relevant to the role. The post holder must adhere to and support all Infection Prevention and Control (IPC) policies, procedures and best practice standards within General Practice, including maintaining a clean and safe environment, following hand hygiene and PPE requirements, reporting IPC concerns and participating in mandatory IPC training and assessments.
• Equality, Diversity and Inclusion: Support and promote equality, diversity and inclusion by treating patients, colleagues and visitors with dignity, respect and fairness; acting in accordance with Equality Act legislation and Practice policies; creating a welcoming and inclusive environment for all.
• Personal and Professional Development: Participate in annual appraisal and performance review processes; maintain and develop the knowledge and skills required for the role; undertake mandatory and role specific training as required; contribute to the development and learning of colleagues where appropriate.
• Communication: Communicate effectively with patients, carers, colleagues and external organisations; maintain professional and constructive working relationships; adapt communication methods to meet individual needs.
• Other Duties: The duties and responsibilities outlined in this Job Description are not exhaustive and may be amended following consultation to meet the changing needs of the Practice. The post holder may be required to undertake other duties appropriate to the nature of the role.

About Us

At The Manor Surgery in Beeston, we pride ourselves on being a 7 partner GP practice driven by a shared commitment to exceptional patient care and a truly supportive workplace. We are a close knit team who strive to provide excellent patient care for our patients. Our work ethic is built on collaboration, high standards, and a passion for our local community, meaning we tackle the daily rewards and fast paced challenges of primary care together. You will be joining a dedicated reception team that celebrates success, supports one another through busy days, and laughs together.

Alongside a warm and inclusive atmosphere, we offer fantastic benefits, including access to the NHS Pension Scheme and a strong commitment to your personal development and well being.

Person Specification

• Experience
  • Significant experience working within a GP Practice, Primary Care or NHS healthcare setting.
  • Experience of supervising, mentoring or supporting staff within a customer facing or healthcare environment.
  • Experience of managing competing priorities and coordinating workloads in a busy environment.
  • Experience of dealing with patient enquiries, concerns and difficult situations professionally and effectively.
  • Previous experience in a Reception Supervisor, Patient Services Supervisor, Team Leader or similar role within General Practice.
  • Experience of staff rota management, recruitment, induction and appraisal processes.
  • Experience of handling complaints and supporting service improvement initiatives.
• Qualifications
  • Good standard of general education including GCSE (or equivalent) English and Mathematics at Grade C/4 or above.
  • NVQ Level 3 or equivalent qualification in Business Administration, Customer Service, Management or Healthcare Administration.
• Skills & Abilities
  • Excellent communication and interpersonal skills.
  • Ability to lead, motivate and support a team.
  • Ability to remain calm and professional under pressure.
  • Strong organisational and time management skills.
  • Ability to prioritise workload and delegate effectively.
  • Competent IT skills.