Manage and support reception staff and ensure the smooth running of the reception team
Take part in the training and development of reception staff
Take responsibility for all aspects of front-end office management under the direction of the Practice Management
Work with Management team as an integral part in the operational development of the Practice.
Assist with the support of and implementation of policies and procedures and ensure the practice is up to date with current regulatory bodies and NHS requirements.
Ensure teams are working towards all target areas for QOF, PCF, IIF and CQC as well as monitoring visits from CQC, IP and Contracting.
Ensure delivery of high quality care to patients, actively identifying and providing evidence for CQC Tracker for the Practice.
Main duties of the job
Main Duties & Responsibilities
The post holder will:
Oversee day to day operations of the reception workforce, reinforcing training and efficiencies.
Experience of clinical system use: Systm One
Supervise the day to day operations of Online Triage,monitor and manage incoming patient requests via Accurx Patient Triage.
Collaborate with other Supervisors to produce efficient audits of Online Triage data for analysis.
Ensure timely resolution of requests, including remote advice, appointment booking, or signposting.
Review rota/workforce ratio to ensure workflows are able to be carried out.
Organise and oversee clinical rotas, planning for absences including arranging locum cover when required.
Carry out audits on staff and other statistics required.
Support in providing on-going training, appraisals and reviews.
Confirm staff training completion for non-clinical staff in line with practice needs.
Manage Clarity Teamnet annual leave sign off and sick leave/return to work/following absence policy.
Maintain morale communication and workforce efficiency levels.
To ensure appraisals are under taken in a timely manner for practice personnel, direct reports and other team members across the practice and ensure mandatory training is completed
Support and mentor staff, both as individuals and as team members
Work as part of a team with the operational arm of the organisation and other teams to collectively achieve objectives set by the leadership team
About us
Swan Medical Centre is a well-established, patient-focused general practice built on a strong foundation of partnership working and high-quality care. We are a collaborative practice consisting of experienced partners, salaried GPs, practice nurses, healthcare assistants, and a dedicated administrative and clinical support team who all work together to deliver safe, effective, and compassionate care to our patients.
We are proud to work closely as part of a wider Primary Care Network (PCN), which brings additional expertise into our practice team, including PCN pharmacists, physiotherapists, paramedics, and pharmacy technicians. This integrated model allows us to provide more holistic and accessible care for our diverse patient population.
At Swan Medical Centre we foster a supportive and inclusive working environment where teamwork is valued communication is open and every staff member plays an important role in delivering excellent patient care. Our reception and administrative teams are at the heart of the practice, ensuring patients are guided efficiently and compassionately through their healthcare journey.
We are looking for a Reception Supervisor who shares our commitment to professionalism, leadership, and continuous improvement. The successful candidate will join a friendly motivated team where initiative is encouraged and development is supported.
Job responsibilities
Main Duties & Responsibilities
The post holder will:
Oversee day to day operations of the reception workforce reinforcing training and efficiencies.
Supervise the day to day operations of Online Triage monitor and manage incoming patient requests via Accurx Patient Triage.
Collaborate with other Supervisors to produce efficient audits of Online Triage data for analysis.
Ensure timely resolution of requests including remote advice appointment booking, or signposting.
Review rota/workforce ratio to ensure work flows are able to be carried out.
Organise and oversee clinical rotas planning for absences including arranging locum cover when required.
Carry out audits on staff and other statistics required.
Support in providing on-going training appraisals and reviews.
Confirm staff training completion for non-clinical staff in line with practice needs.
Manage Clarity Team net annual leave sign off and sick leave/return to work/following absence policy.
Maintain morale communication and workforce efficiency levels.
To ensure appraisals are undertaken in a timely manner for practice personnel, direct reports and other team members across the practice and ensure mandatory training is completed
Support and mentor staff, both as individuals and as team members
Work as part of a team with the operational arm of the organisation and other teams to collectively achieve objectives set by the leadership team
Person Specification
Qualifications
* Good standard of education typically GCSEs (or equivalent) including Maths and English
* Previous experience in a GP practice or healthcare reception/admin role
* Experience in supervising or leading a team (or strong evidence of leadership potential)
* Strong IT skills, including experience with clinical systems (Systm One)
* Excellent communication and customer service skills
* Ability to manage a busy workload and prioritise effectively
* Understanding of confidentiality and data protection (GDPR)
* NVQ Level 3 or 4 in Business Administration, Customer Service, or Health and Social Care
* Leadership or supervisory training (e.g., ILM Level 2/3 in Team Leading or Management)
* Medical terminology training
* Safeguarding training (adults and children)
* Experience within NHS primary care or a PCN environment
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.
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