As Reception Supervisor, you will provide leadership and day-to-day support to the reception team. You will:
• Maintain and update reception handbooks and “how to” guides.
• Lead by example, modelling professional behaviour and a patient-first approach.
• Monitor mandatory training compliance and support ongoing staff development.
• Contribute to appraisals and probationary reviews where appropriate.
• Create and manage weekly reception rotas, approve annual leave, and arrange cover where required.
• Handle sickness absence reporting and monitoring.
• Manage day-to-day team issues and resolve conflicts, escalating to management where necessary.
• Deal with more complex patient enquiries, including informal complaints, before escalation.
• Continually assess and evaluate reception systems, recommending improvements to the Practice
• Maintain strict confidentiality and adhere to information governance protocols.
• Use sound judgement and initiative when managing issues or escalating concerns.
• Uphold practice values and contribute positively to a collaborative team culture.
• Be proactive, solution-focused, and adaptable to the needs of the practice.
• Undertake any other appropriate duties delegated by Senior Management.
• Ability to priorities workload and work effectively under pressure.
• Greet and assist all patients and visitors in a friendly, courteous, and professional manner.
• Operate the practice appointment and clinical systems (systmone)
• Respond to patient queries by telephone and face-to-face, signposting appropriately.
• Support clinicians with requests for files, messages, calls, and administrative tasks.
• Coordinate reception staff duties to ensure coverage and task completion.
• Run searches, recalls, and basic audits as requested.
• Conduct and minute reception/admin team meetings.
• Act as the first point of contact for minor complaints and escalate when required
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