Job Description

Reception Supervisor will oversee the day-to-day management of the reception and administrative functions within Ormskirk House Surgery, also performing the role of Care Navigator. The role will ensure smooth patient flow, excellent patient care, and efficient front and back office operations. The postholder is responsible for supervising the Care Navigation staff, managing rotas and reporting to the Practice Manager and GP Partners to maintain service excellence.

The successful candidate must have a minimum of 3 years experience in a GP Practice environment.

Job description and person specification - Ormskirk House Surgery

Job title

Reception Supervisor

Line manager

Practice Manager

Accountable to

Practice Manager/GP Partners

Hours per week

37

Job summary

Generic responsibilities

All staff at this organisation have a duty to conform to the following:

Equality, Diversity & Inclusion (ED&I)

A good attitude and positive action towards Equality Diversity & Inclusion creates an environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do and it is required by law.

Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that they treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire (SHEF)

This organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing and safety.

The post holder is to manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients and monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines.

All personnel have a duty to take reasonable care of health and safety at work for themselves, their team and others, and to cooperate with employers to ensure compliance with health and safety requirements.

All personnel are to comply with the:

Health and Safety at Work Act 1974,

Environmental Protection Act 1990,

Environment Act 1995,

Fire Precautions (workplace) Regulations 1999

Coronavirus Act 2020

Other statutory legislation which may be brought to the post holder's attention.

Confidentiality

This organisation is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect that all staff will always respect their privacy and maintain confidentiality.

It is essential, if the legal requirements are to be met and the trust of our patients is to be retained, that all staff protect patient information and provide a confidential service.

Quality and Continuous Improvement (CI)

To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but of how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice and to discuss, highlight and work with the team to create opportunities to improve patient care.

At this organisation, we continually strive to improve work processes that deliver healthcare with improved results across all areas of our service provision. We promote a culture of continuous improvement where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Staff should interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice.

All staff are to contribute to investigations and root cause analyses whilst participating in serious incident investigations and multidisciplinary case reviews.

Induction

We will provide a full induction programme and management will support you throughout the process.

Learning and development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake in and complete mandatory training as directed. It is an expectation for the post holder to assess their own learning needs and undertake learning as appropriate

The post holder will undertake mentorship for team members, and disseminate learning and information gained to other team members, to share good practice and inform others about current and future developments (e.g., courses and conferences).

The post holder will provide an educational role to patients, carers, families and colleagues in an environment that facilitates learning.

Collaborative working

All staff are to recognise the significance of collaborative working and understand their own role and scope and identify how this may develop over time. Staff are to prioritise their own workload and ensure effective time-management strategies are embedded within the culture of the team.

Teamwork is essential in multidisciplinary environments and the post holder is to work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working, while working effectively with others to clearly define values, direction and policies impacting upon care delivery.

Effective communication is essential and all staff must ensure they communicate in a way which enables the sharing of information in an appropriate manner.

All staff should delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence.

Plans and outcomes by which to measure success should be agreed.

Managing information

All staff should use technology and appropriate software as an aid to management in the planning, implementation and monitoring of care, and presenting and communicating information.

Data should be reviewed and processed using accurate SNOMED/read codes to ensure easy and accurate information retrieval for monitoring and audit processes

Service delivery

Staff will be given detailed information during the induction process regarding policy and procedure. The post holder must adhere to the information contained within the organisation's policies and regional directives, ensuring protocols are always adhered to.

Security

The security of the organisation is the responsibility of all personnel. The post holder must ensure they always remain vigilant and report any suspicious activity immediately to their line manager.

Under no circumstances are staff to share the codes for the door locks with anyone, and they are to ensure that restricted areas remain effectively secured. Likewise, password controls are to be maintained and passwords are not to be shared.

Professional Conduct

All staff are required to dress appropriately for their role

Primary key responsibilities

The following are the core responsibilities of the Reception Supervisor. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.

The Reception Supervisor is responsible for:

a. Daily reception operations ensuring an efficient and friendly patient service.

b. Monitor workflows, patient queries, appointment bookings and repeat prescription processes via EMIS Web

c. Act as the first point of escalation for reception/admin team queries.

d. Supervise incoming communications including phone calls, emails and face to face queries.

e. Lead, support, and develop the reception team through regular supervision, team meetings.

f. Overseeing the administration and support operations of the practice, ensuring staff achieve their primary responsibilities

g. Line managing all administrative staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training

h. Identifying and delivering team training where required, ensure staff maintain up-to-date knowledge, including EMIS Web and NHS policy changes.

i. Compiling administration staff rotas

j. Reviewing and updating all administrative and reception policies and procedures as required

k. Supporting the management team in the compilation of practice reports and the practice development plan

l. Developing, implementing and embedding efficient office processes and procedures to adhere to extant legislation

m. Acting as a focal point for the practice, managing requests from external organisations such as the local police, solicitors, DVLA and other agencies

n. Coordinating the provision of administrative and reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences

o. Updating the appointment system to reflect leave and other approved absences

p. Providing initial guidance and advice to patients who wish to verbally complain

q. Managing deliveries to the practice, ensuring adherence to the cold chain policy as necessary

r. Acting as building fire marshal, ensuring evacuation lists are current and that the visitors' log is used appropriately

s. Ensure adherence to confidentiality, data protection and safeguarding protocols, maintain practice policies and procedures relevant to reception.

t. Support the management team in achieving QOF, Enhanced Services and other contract targets

u. Maintain compliance with CQC standards, health & safety and infection control guidelines

Secondary responsibilities

In addition to the primary responsibilities, the Administration/Office/Reception Manager may be requested to

a. Partake in audit as directed by the audit lead

b. Coordinate and produce meeting agendas and record the minutes of meeting

c. Support the practice manager in the maintenance of the practice website and social media accounts

d. Monitor and promote the use of the Friends and Family Test

e. Champion continuous improvement, encouraging staff to participate and make suggestions for CI initiatives

f. Assist with QOF targets

g. Schedule and take minutes for the Patient Participation Group meetings

Notes:

The job description may be amended following consultation with the post holder to facilitate the development of the role, the organisation and the individual.

All personnel should be prepared to accept additional, or surrender existing, duties, to enable the efficient running of the organisation.

Job Type: Full-time

Expected hours: 37 per week

Benefits:

Company pension Free parking On-site parking
Schedule:

Monday to Friday
Language:

English (preferred)
Work Location: In person

Application deadline: 20/07/2025