Reception Supervisor

Len Valley Practiceis seeking a professional and compassionate Reception Supervisor to lead and support our busy reception team.

As Reception Supervisor, you will be the first point of contact for patients and the reception team, ensuring the smooth and efficient running of the surgery. Theideal candidate will have excellent communication skills, a friendly demeanour,and the ability to handle sensitive information with the utmostconfidentiality. You will play a key role in delivering a high-quality patient experience while supporting and developing the reception team.

In this role, youwill:

• Greet and assist all patients and visitors in a friendly, courteous, and professional manner.
• Operate the practice appointment and clinical systems (e.g. EMIS) accurately and efficiently.
• Respond to patient queries bytelephone and face-to-face, signposting appropriately.
• Support clinicians with requests for files, messages, calls, and administrative tasks.
• Ensure reception and patient areasare clean, safe, and welcoming.
• Coordinate reception staff dutiesto ensure coverage and task completion.
• Run searches, recalls, and basicaudits as requested.
• Conduct and minute reception/adminteam meetings.
• Act as the first point of contact for minor complaints and elevate when required

Len Valley Practice is a friendly forward thinking GP surgery based in the historic village of Lenham Kent caring for just over ten thousand patients across Lenham and Harrietsham The practice is led by five GP partners supported by salaried GPs GP registrars a strong nursing team healthcare assistants pharmacists physiotherapy and paramedic practitioners as well as skilled administrative and dispensary staff

We provide a wide range of primary care services including long term condition management immunisations maternity and family planning minor surgery health screening and treatment of illness or injury Rated Good by the Care Quality Commission the practice is committed to delivering safe effective and patient centred care

We pride ourselves on being an approachable supportive and community focused organisation with a strong emphasis on teamwork professional development and delivering high quality care for all

Job Title: Reception Supervisor

Responsible To: Management Team

Location: Len Valley Practice(Main and Branch Site)

Contract Type:Full-time,Permanent

Overview

Len Valley Practiceis seeking a professional and compassionate Reception Supervisor to lead and support our busy reception team.

As Reception Supervisor, you will be the first point of contact for patients and the reception team, ensuring the smooth and efficient running of the surgery. Theideal candidate will have excellent communication skills, a friendly demeanour,and the ability to handle sensitive information with the utmostconfidentiality. You will play a key role in delivering a high-quality patient experience while supporting and developing the reception team.

Key Responsibilities

In this role, youwill:

• Greet and assist all patients and visitors in a friendly, courteous, and professional manner.
• Operate the practice appointment and clinical systems (e.g. EMIS) accurately and efficiently.
• Respond to patient queries bytelephone and face-to-face, signposting appropriately.
• Support clinicians with requests for files, messages, calls, and administrative tasks.
• Ensure reception and patient areasare clean, safe, and welcoming.
• Coordinate reception staff dutiesto ensure coverage and task completion.
• Run searches, recalls, and basicaudits as requested.
• Conduct and minute reception/adminteam meetings.
• Act as the first point of contact for minor complaints and elevate when required

As Reception Supervisor, you will provide leadership and day-to-day support to the receptionteam. You will:

• Assist in the recruitment,induction, training, and development of reception staff.
• Maintain and update receptionhandbooks and "how to" guides.
• Lead by example, modellingprofessional behaviour and a patient-first approach.
• Monitor mandatory trainingcompliance and support ongoing staff development.
• Contribute to appraisals andprobationary reviews where appropriate.
• Create and manage weekly receptionrotas, 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 patientenquiries, including informal complaints, before escalation.
• Continually assess and evaluatereception systems, recommending improvements to the Practice Manager or Operations Manager.

You will ensure that the reception team adheres to practice policies and meets compliance standards by:

• Supporting fire safety procedure sand emergency protocols.
• Logging and assisting in the investigation of significant events and patient incidents.
• Providing support with CQCcompliance and documentation.
• Monitoring appointment systemusage and highlighting issues to the Operations Manager.
• Ensuring staff are trained…