Reception Supervisor / Administrator

The Reception Supervisor / Administrator will work alongside our existing Reception Supervisor and Practice Management Team to support the effective day-to-day running of reception and provide a high-quality, efficient and welcoming service to our patients. The role combines team supervision, reception, administration and compliance responsibilities and is an important link between the reception team and the wider practice team.

Key responsibilities will include

Overseeing the day-to-day running of reception and ensuring reception tasks are completed effectively and in line with agreed KPIs. Supporting and supervising the reception team, including preparing rotas, monitoring annual leave, TOIL and overtime, supporting staff training and e-learning compliance, and participating in appraisals and recruitment. Supporting staff performance, providing constructive feedback and helping to maintain a positive, supportive working environment. Overseeing the appointment system and helping to ensure appointments and services are used effectively. Supporting effective care navigation, helping the reception team signpost patients to appropriate practice, PCN and external services. Ensuring reception staff are kept informed of changes to practice processes, services and procedures. Supporting the registration of new patients, transfer of patient records, prescription processes and other routine reception functions. Responding appropriately to patient concerns and complaints and escalating issues when required. Undertaking administrative duties including Subject Access Requests and medical records requests, insurance and private work, patient communications, basic secretarial work, and scanning and coding patient correspondence. Supporting enhanced services work, including searches and claims, and contacting patients when appointments or follow-up have been identified by the clinical team. Helping to manage the practice telephone system, appointment system and room rotas. Supporting premises management and overseeing relevant governance and building management requirements at our Hayfield branch. Maintaining high standards of confidentiality, information governance, data protection, health and safety and safeguarding. Raising and supporting the investigation of significant events where appropriate. Liaising with colleagues across the practice and Primary Care Network and attending PPG meetings when required. Deputising for members of the management team when necessary and undertaking other reasonable duties appropriate to the role. The successful candidate will be expected to work positively and flexibly, use their own initiative and contribute to the continued development of reception services. They will need excellent communication and organisational skills, strong IT skills and the ability to manage competing priorities within a busy general practice environment. Above all, we are looking for someone who will support our reception and wider team to deliver an excellent service to patients while contributing positively to the wider practice and our values. For full details please see the attached job description