Reception Team Supervisor

Posting date:	03 October 2025
Salary:	Not specified
Additional salary information:	Negotiable
Hours:	Full time
Closing date:	17 October 2025
Location:	Rugeley, WS15 2FH
Company:	NHS Jobs
Job type:	Permanent
Job reference:	A0712-25-0021

Summary

The Horsefair Practice Group - Sandy Lane Surgery Job Description Post Title Reception Supervisor Base HFPG-Sandy Lane Surgery Reports to Practice Manager Accountable to Practice Manager Responsible for Supervision of Reception Services Job Summary To have responsibility for the smooth running of the Reception Area. To prioritise the workload of reception staff in order to meet requirements the business. To undertake any training or development necessary to fulfil the requirements of the role. Staff may be asked to work flexibly in terms of the jobs that they do, and the hours they work. Main Responsibilities Responsible for allocation of duties for reception staff on a daily basis. To cover appointments, prescriptions, front desk, results, as and when required. To ensure cover staff cover is available at all times. Undertake the training of staff in all areas of Reception duties, and implementing change to procedures, where required. Ensuring the work area/reception/GP/nurse rooms are clean and tidy at all times, and reporting problems to the relevant personnel. To conduct Appraisal of all reception staff to agreed standards, including the agreement of a Training Needs Analysis where appropriate Continually assess and evaluate systems recommending changes and improvements to the Management Assistant / Practice Manager, as appropriate. Completion of Reception Significant Event investigations/reports. Ensuring Patient Tasks / Docman Workflow Tasks are dealt with on a daily basis. Dealing with the chemist and nursing home requests via telephone / Front Desk. Deal with more complex enquiries/complaints from patients, and try to resolve in the first instance. Undertake the responsibility for the distribution of all post into the practice, and ensuring post for internal transfer is collected in accordance with the locally agreed procedure. To ensure all private and confidential post is only opened by the designated staff in line with the Caldicott Guardians guidelines. Ensuring that all confidential waste is dealt with on a daily basis. To ensure compliance with health and safety regulations and report any health and safety issues to the attention of the Management Assistant / Practice Manager. Maintaining strict confidentiality regarding information concerning patients, staff and practice business. Any problems should be reported to the Management Assistant / Practice Manager To provide effective communication with all patients / staff, ensuring appropriate feedback and outcomes. Ensuring the highest standards of professionalism at all times. To notify the Management Assistant / Practice Manager of any absenteeism. Registration of patients, in accordance with the local policy, and ensuring completion of medical records. Maintain practice morbidity register in line with protocols (deaths). Complete templates for computer input, as directed. Ensuring building is secure at all times, complying with the practice policies. Deal with IT problems and report to the relevant internal/external personnel. Ensure accurate coding of data and advise junior staff appropriately. Ensuring that Staff rotas are processed in accordance with practice policy, and any cover issues raised with the Management Assistant / Practice Manager. To be able to triage calls: signposting patients to relevant services or arranging appointments in surgery with the relevant clinician as appropriate. To have a sound and up-to-date knowledge of Local Care Pathways and local services, including the voluntary sector. To respond appropriately in emergency situations. To understand the common needs and safeguarding issues of vulnerable patient groups including children, elderly housebound and those with long-term conditions. Investigating any incidents, which may or may not lead to disciplinary action of team members Recruitment, for example participating in interview processes Holding regular Reception Team meetings Enabling Change Management Responsible for the smooth running of the telephony system which would include diversions on training days and for out of hours cover. Understanding of QOF targets so actions are performed in keeping with these targets, which will include data collection To implement agreements and policies concerning data sharing and client/ patient consent. Chaperoning as and when required Other duties as appropriate to the job role. Computer/IT To utilise medical software systems to enable the effective handling of patients and practice information and information supplied by other agencies. To input data accurately onto patient records and software systems. Registration of new patients and removal of deceased patients in accordance with current practice Policy Understanding of QOF targets so actions are performed in keeping with these targets, which will include data collection and advising patients when reviews are overdue Other Duties The information supplied above is intended to summarise the key responsibilities and duties of the role. The post holder may be required from time to time to carry out other reasonable requests and duties as required, consistent with the responsibilities of the grade. Job Design and Review This job description may be subject to change in the future. Any proposed changes will normally be discussed fully with the post holder and confirm via the issue of an updated job description. Confidentiality and Data Protection All staff who have access to personal data in relation to patients or staff will be aware of their responsibilities under the Data Protection Act 1998 and will abide by the eight principles of the Act. Any breach of the Act could result in disciplinary action being taken and criminal charges being brought against the individual who has breached the Act. Health and Safety Individual employees of HFPG and other employees contracted to work on the HFPG premises have an equal responsibility, along with managers and supervisors, for maintaining safe working practices for the health and safety of themselves and other persons who may be affected by their acts or omissions at work. All employees must adhere to their duties under the Health and Safety at Work Act 1974 and other associated safety legislation, including all new Health & Safety Regulations. In addition employees must comply with all the HFPG policies relating to Health & Safety and Risk Management to secure a safe workplace and will draw managements attention to any deficiencies and/or hazards, which might prove detrimental to themselves or others. There is a general responsibility for employees to act sensibly and reasonably, and mandatory health and safety training sessions. Clinical Governance All employees are required to actively contribute towards the organisations clinical governance systems, taking responsibility as appropriate for quality standards and work towards the continuous improvement in clinical and service quality. Policies and Procedures All staff with familiarise themselves with HFPG policies, procedures and protocols relating to their service and work within the guidelines at all times. Diversity All staff through personal example, open commitment and clear action, should ensure that diversity is positively valued, resulting in equal access and treatment in employment, service delivery and external communications. To be familiar with, actively promote and work within, the spirit of the HFPG Equal Opportunities policies at all times. Personal/Professional Development All staff will participate in any training programme implemented by the HFPG as part of this employment, such training to include: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work. Quality All employees will strive to maintain quality within the practices, and will: Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources. Communication All staff should recognise the importance of effective communication within the team and will strive to: Communicate effectively with other team members Communicate effectively with patients and carers Recognise peoples needs for alternative methods of communication and respond accordingly. Contribution to the Implementation of Services Apply HFPG policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audit where appropriate.