Reception Supervisor

**Job description - **Reception Supervisor

**37.5 hours per week - with one hour unpaid break per day**
- **Monday 8am to 6.30pm**:

- **Tuesday 10am to 8pm**:

- **Thursday 9am to 7.30pm**:

- **Friday 8am to 6.30pm**

We are looking for an experienced Reception Supervisor to join our friendly team.

Previous experience of working in a GP Practice is essential, along with a good working knowledge of SystmOne clinical system. Previous management or supervisory experience required.

We have a growing list size of currently around 8500 patients and our dedicated staff have built an excellent reputation in meeting our patient’s needs.
- A quick learner, possess excellent communication and organisational skills.
- Have a polite telephone manner along with the ability to deal with sensitive / confidential issues appropriately - remaining calm under pressure, along with being a team player.
- Able to support the Practice Manager and Reception Manager, in ensuring the smooth running of the practice. Assist in developing develop efficient systems of management to include IT, Human Resources, and delegate tasks appropriately.
- Able to promote the development and maintenance of a quality learning environment throughout the practice.
- The post holder will be a member of the surgery management team with the delegated responsibility for overseeing the day-to-day operation of the reception / admin team.

They will ensure the effective processing of all administrative work and appropriate liaison with relevant staff members.
- First line of support for many day-to-day issues, so the ability to organise yourself, make decisions and manage in a fast-paced environment are all key skills.
- Able to initiate, develop and maintain excellent third-party relationships, e.g. patient group and other stakeholders, to grow, maintain and support services and performance delivery.
- Able to take the lead on ensuring day to day operational problems are resolved to ensure a high-class service for patients
- Be a first point of contact for complaints received and assist in resolving efficiently.
- Log and report all complaints and incidents to Practice management.

**To be considered for this role you must have**:

- Reception or customer care experience is essential, within a GP surgery environment.
- Ability to lead and manage a team
- The person must be an excellent communicator both spoken and written
- Must be able to work within processes/procedures
- Should be personable, polite, and patient
- Needs to maintain confidentiality and data security
- Must be adaptable and comfortable dealing with changing priorities
- Must be flexible to work different shifts as required by business needs
- Must be a team player
- To deputise in the absence of the Reception Manager for matters relating to staff welfare.
- To ensure effective supervision the work of the reception team and co-ordinate support services for other team members.
- To ensure rapid response to incoming telephone calls and ensure appropriate action is taken and messages are recorded and take immediate corrective action when needed.
- To identify training needs of reception staff and provide support in the achievement of the objectives of their personal development review.
- To support with reception staff appraisal system, perform regular staff 1-1s, ensuring relevant, measurable, and attainable objectives for staff are recorded.
- Identify own training and support needs, and work with manager to support them
- Lead reception meetings and positively contribute to the work of the management team.
- Attend Clinical Meetings as requested to understand how the Clinical and Administrative team can work closely together.
- To ensure that leave is approved appropriately, and when too many staff have requested appropriately and fairly reject.
- To provide administrative support to the clinical and nursing teams
- Provide detailed procedures for staff to perform tasks with consistency.
- To participate in new reception staff induction.
- Ensure all staff are compliant with any uniform dress code.
- To co-ordinate Practice Team Meetings in accordance with the agreed practice timetable.
- To regularly review the performance of reception staff in line with practice procedures.
- To ensure the fair allocation of holiday reception staff and ensure adequate cover during holiday, sick or study leave.
- Identify problems in staff performance and make appropriate records. Inform the Practice Manager / Senior Manager in accordance with employment policies and procedures.
- Monitor lateness, sick leave and unauthorised absences in the reception team in accordance with policies and procedures and provide monthly reports to the Practice Manager.
- To minimise overtime worked by the reception/admin team and inform the Practice Manager, ensuring that this is within the financial restraints of the practice budget.
- Report to the Practice Manager episodes of staff discipline or grievance and assis