We are seeking a confident, proactive and organised Practice Supervisor to provide effective day-to-day supervision and coordination of our non-clinical team.
This is a key role within the practice, focused on ensuring the smooth running of reception and administrative services, maintaining high standards of performance, and delivering an excellent patient experience.
The successful candidate will be a visible presence within the practice, supporting staff, monitoring performance, and ensuring effective workflow across reception and administration.
Working Pattern:
* Monday: 8:00am 6:00pm
* Tuesday: 1:00pm 6:00pm
* Thursday: 1:00pm 6:00pm
* Friday: 8:00am 6:00pm (1-hour unpaid lunch break on Monday, Wednesday and Friday)
Main duties of the job
Main Duties of the Role
* Day-to-day supervision of reception, administration and secretarial staff
* Overseeing the day-to-day running of reception and administrative functions
* Ensuring appropriate allocation of staff across reception, telephones and administrative workload
* Preparing and coordinating reception staff rotas to ensure adequate cover
* Monitoring staff performance, conduct and absence, and escalating concerns where appropriate
* Providing real-time support and supervision within the reception environment
* Handling non-clinical complaints and resolving operational issues
* Ensuring adherence to practice policies, procedures and workflows
* Supporting implementation of new systems and processes
About us
We are a busy, friendly and supportive GP practice based in Stapleford, providing care to a patient population of approximately 7,000 patients.
Our clinical team consists of three GP Partners, two Salaried GPs, a Nurse Practitioner, two Practice Nurses, a Healthcare Assistant and a GP Assistant. This is supported by a Practice Manager and an experienced non-clinical team, all working together to ensure the smooth running of the practice.
We also benefit from additional support through our Primary Care Network, including a Clinical Pharmacist, Pharmacy Technician, Mental Health Occupational Therapist and Social Prescriber, enabling us to provide a more holistic service to our patients.
We pride ourselves on being a well-established and collaborative practice, with a strong team ethos and a focus on providing high-quality patient care. We are committed to maintaining a supportive working environment and continuously improving our services and ways of working.
This is an exciting opportunity to join a dedicated and forward-thinking team during a period of development within the practice.
Job responsibilities
Job Description
Job Title: Practice Supervisor
Reports to: Practice Manager
Direct Reports: Reception, Administration and Secretarial Staff
Job Purpose
To provide effective day-to-day supervision and coordination of the non-clinical team, ensuring the smooth running of reception and administrative services, maintaining high standards of performance, and supporting a positive patient experience.
The role is focused on supporting daily operational delivery, staff performance and workflow efficiency within the non-clinical team.
Key Responsibilities1. Staff Supervision & Support
* Provide day-to-day supervision of non-clinical staff
* Conduct regular 1:1 meetings and performance check-ins
* Provide feedback on conduct, behaviour and performance
* Monitor attendance, sickness absence and annual leave, escalating concerns where appropriate
* Support a professional, accountable and team-focused working environment
* Contribute to discussions regarding probation reviews and staff development, providing input to the Practice Manager
2. Day-to-Day Operational Coordination
* Oversee the daily running of reception and administrative functions
* Ensure appropriate allocation of staff across reception, telephones and administrative workload
* Prepare and coordinate staff rotas to ensure adequate cover at all times
* Respond to and resolve operational issues as they arise
* Maintain efficient workflows and high standards of service delivery across the non-clinical team
* Support the coordination of clinical and non-clinical rotas by highlighting gaps in cover and ensuring administrative support is in place to enable clinics to run effectively
* Monitor clinic templates from an administrative perspective to ensure sessions are appropriately booked and utilised where possible
* Ensure reception staff complete allocated tasks in a timely manner and in line with agreed workflows and priorities
3. Complaints & Issue Handling
* Act as first point of contact for initial handling of non-clinical complaints
* Investigate and respond to complaints in line with practice procedures
* Escalate serious or complex issues to the Practice Manager
4. Systems & Process Support
* Ensure staff adhere to practice policies, procedures and agreed workflows
* Support the implementation of new systems and processes (e.g. triage systems)
* Monitor compliance with agreed processes and elevate concerns where necessary
5. Communication & Coordination
* Act as a key link between the Practice Manager and non-clinical team
* Support communication of operational updates and changes
* Escalate risks, concerns or staffing issues appropriately and promptly
6. General Responsibilities
* Contribute to the overall smooth running of the practice
* Support a positive, professional and patient-focused working environment
* Undertake any other reasonable duties appropriate to the level of the role
Scope of Role
The Practice Supervisor is responsible for the day-to-day supervision and coordination of the non-clinical team, ensuring the smooth running of reception and administrative services and supporting effective service delivery.
The role focuses on operational oversight, staff support, workflow coordination, and immediate issue resolution.
Formal HR decision-making, including disciplinary outcomes, probation sign-off and appraisal sign-off, remains the responsibility of the Practice Manager.
Key Outcomes
* A well-organised and effectively supported non-clinical team
* Improved consistency in staff performance and behaviour
* Efficient and responsive front-of-house service delivery
* Experience of supervising staff in a busy environment
* Confident in handling challenging situations and difficult conversations
* Strong organisational and problem-solving skills
* Ability to prioritise workload and work under pressure
* Professional, consistent and approachable manner
* Good communication and interpersonal skills
* Experience within a GP practice or healthcare setting
* Understanding of primary care operations
* Experience of rota coordination
* Experience of handling complaints
* Knowledge of GP clinical systems (SystmOne)
* Good IT skills including Microsoft Office
Confidentiality
The post-holder will have access to confidential information relating to patients, staff, and the practice. All such information must be treated as strictly confidential and handled in accordance with practice policies and data protection legislation.
Health & Safety
The post-holder will promote and maintain their own and others' health, safety, and security in line with practice policies, including infection control and risk management procedures.
Equality and Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, treating all individuals with dignity and respect.
Personal Development
The post-holder will participate in training, supervision, and annual appraisal, taking responsibility for their own professional development.
Additional Information
This job description is intended as a guide to the main responsibilities of the role and may be amended in line with the needs of the practice.
Person Specification
Qualifications
* GCSE grade C and above in Maths and English
* Experience of supervising staff in a busy environment
* Confident in handling challenging situations and difficult conversations
* Strong organisational and problem-solving skills
* Ability to prioritise workload and work under pressure
* Professional, consistent and approachable manner
* Good communication and interpersonal skills
* Experience within a GP practice or healthcare setting
* Understanding of primary care operations
* Experience of rota coordination
* Experience of handling complaints
* Knowledge of GP clinical systems (SystmOne)
* Good IT skills including Microsoft Office
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.
#J-18808-Ljbffr