Frontline Supervisor
The Parchmore Group
Thornton Heath, CR2 7NDView on map(opens Google Maps in a new tab)
Salary
£19,266
Contract
Permanent
Hours
Not specified
Closing date
31 October 2026
11 days leftJob description
Parchmore Medical Centre provides GP services to almost 15,000 patients in Thornton Heath. We are an innovative, forward thinking, multi -award winnin...
Frontline duties
- To supervise the professional greeting of clients and visitors, to the highest standards
- Ensure efficiency of appointment systems and monitor flow of patients
Patient services
- Ensure that patients without appointments but who require urgent consultationare seen in accordance with the Urgent Care protocol.
- Ensure that requests for home visits and urgent appointments are dealt with efficiently policy.
- Ensure that regular patient satisfaction surveys are undertaken and reported to improve the quality of service provided to our patients.
- Contribute to the regular production of the Practice newsletters
- Ensure that the other patient feedback is incorporated into Practices standards to improve services in conjunction with Senior Leadership Team
- Attend staff meetings as the point of contact for reception
- Regularly contribute to the delivery of the above programmes by bringing new ideas to the workplace.
Supervision of reception staff
- Assist with recruitment, induction, training and appraisals of frontline patient coordinators
- Leading, monitoring, motivating and inspiring the team; providing guidance and support.
- On-going development of skills and knowledge for the FOH team.
- Ensure that prescription requests are processed accurately and efficiently and in a timely manner in accordance with practice policy.
JOB DESCRIPTION FOR THE POST OF
Frontline Supervisors 2 posts 25 hours each per week
REPORTS TO: Service Lead
BASE: Parchmore Medical Centre
To ensure that visitors and clients are received in an excellent and professional manner and that all reception areas operate a high quality service at all times, ensuring the seamless delivery of Front of House services.
Work together with other Frontline Supervisor to cover the opening hours of the practice and provide cover when colleague is on leave
To continually review the operational plans ahead to ensure adequate cover and monitor appointment screens to ensure processes and bookings are running efficiently
Greet locums and provide induction
Oversee PCN Advanced Access Hub requirements in terms of rooms and frontline staff
Frontline duties - To supervise the professional greeting of clients and visitors, to the highest standards.
- To manage appointments ensuring that the team are processing all enquiries accurately, whether in person or via the telephone
Ensure efficiency of appointment systems and monitor flow of patients into consulting
and treatment rooms.
Organise room allocations and changes.
Co-ordinate Clinician availability in conjunction with the Service Lead and Lead Nurse
Update appointments system for leave/duty changes, in accordance with the Service Lead/Lead Nurse
Patient services
To support the development and implementation of professional standards for the greeting and management of reception services to our customers, with the Senior Leadership Team.
Support and deal with complaints in accordance with the Practices Complaints
procedure, referring to the Service Lead and Quality & Finance Manager as appropriate.
Explain Practice arrangements and formal requirements to new patients, and ensure
their smooth and efficient registration.
Advise patients of relevant charges for private services, accept payment and
issue receipts.
Ensure that patients without appointments but who require urgent consultation
are seen in accordance with the Urgent Care protocol.
- Ensure that requests for home visits and urgent appointments are dealt with efficiently and in accordance with practice policy.
- Ensure that regular patient satisfaction surveys are undertaken and reported to improve the quality of service provided to our patients.
- Contribute to the regular production of the Practice newsletters and ensure that they are regularly accessible by the patients.
- Ensure that the other patient feedback is incorporated into Practices standards as far as possible to improve services in conjunction with Senior Leadership Team
- Attend staff meetings as the point of contact for reception as appropriate.
- Regularly contribute to the delivery of the above programmes by bringing new ideas to the workplace.
Supervision of reception staff - Assist with recruitment, induction and training of frontline patient coordinators
- Organise duty rotas in relation to leave requests from the frontline patient coordinator team.
- Assist with appraisals and performance management of staff, including monthly meetings.
- Leading, monitoring, motivating and inspiring the team; providing guidance and support.
- Review of existing standards and procedures while implementing new best practices to ensure a seamless delivery of Front of House Services meeting telephone and access targets
- On-going development of skills and knowledge for the FOH team.
Work in conjunction with the Service Lead to ensure that all paperwork (incoming and outgoing) is processed efficiently and accurately.
Work with the Service Lead to ensure coordination and support as appropriate for practice recall programmes.
- Ensure that prescription requests are processed accurately and efficiently and in a timely manner in accordance with practice policy.
Have full understanding of patient appointment and registration system, including the telephony systems.
Have a working knowledge of all pertinent software and hardware, including Docman, Accurx, and EMIS web as required by the job role.
Deal with IT problems in the first instance relating to the frontline team or clinicians and liaise as appropriate with the Digital Lead and/or Service Lead.
Building Ensure consulting rooms are stocked with appropriate secured paperwork prior to consulting sessions.
Deal with opening and closing of the building, ensuring all security/alarms
systems are in place, including all windows and doors, and lighting and IT systems are adequately secured.
Information - Ensure that the Clinical and non-clinical staff as well as the senior leadership team are kept fully informed of changes in procedures, and issues arising from the front of house team in a timely way.
Act as a central source of information, for both patients and Practice staff with respect to
Front of house issues.
- While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
- In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Partnership as a business organisation. All such information from any source is to be regarded as strictly confidential
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the Partnership may only be divulged to authorised persons in accordance with the policies and procedures relating to confidentiality and the protection of personal and sensitive data.
We are a group practice that strives to provide high
quality medical care and offer a personal approach. All staff are committed to
constantly improving the service we provide to ensure the service we offer to
patients is clinically excellent as well as innovative and forward thinking. We
have led on an exciting transformational Social Prescribing programme
with the aim being to improve local community involvement in health and reduce
dependency on health services. There are opportunities to get involved in other Quality Improvement projects.
Our practice team consists of a large non clinical team, Practice Pharmacists, Physicians Associates, 5 Practice Nurses, 3 HCAs, 5 Partners and 9 Salaried GPs.
We value our large workforce and seek opportunities for improving everyone's well being. We have regular social events such as quiz evenings, BBQ, Xmas party and an extra day's leave is given for birthdays.
We offer a competitive package with support for development.
Qualifications
Essential
- Numerate and IT literate including use of Microsoft Office
- O/GCSE/CSE level qualification in English and Maths or equivalent
- A demonstrable commitment to professional development
Desirable: - A recognised IT Qualification ie ECDL or experience in using Word and Excel at intermediate level
Experience
Essential
- Proven experience in reception/administration
- Experience of Microsoft Office software
- Previous supervisory experience
- Dealing with external organisation at management level.
- Experience of dealing with members of the public
- Customer Service experience
Desirable: - Previous work experience at a GP Practice; - Experience of clinical systems; - Rota management
Knowledge/Skills/Qualities/Attributes
Essential
- Ability to understand & learn new software
- Familiar with emailing and the internet
- Ability to work autonomously and initiate / self direct own workload
- An understanding, acceptance and adherence to the need for strict confidentiality
- Ability to use own judgement, resourcefulness and common sense
- Ability to work without direct supervision and determine own workload priorities
- Ability to work as part of an integrated multi-skilled team
- Pleasant and articulate
- Able to work under pressure and remain calm
- Able to work in a changing environment
- Able to use own initiative
- Flexible and adaptable
Desirable: - Knowledge of appointment system; - Knowledge of QoF
How to apply
Applications are handled entirely by the employer on the original advert. We do not collect CVs, supporting statements or application data.
Provenance
Source
NHS Jobs
First seen
8 October 2026
Last checked
8 October 2026
Salary, closing date and description are taken from the employer's advert. The original advert always takes precedence.
About the employer
NHS organisation
This listing was structured from NHS Jobs. Vacancy details and the application process remain the responsibility of the original source.
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