**Reception Supervisor**

• Covering reception desk, answering telephone calls, booking appointments, deal with patient queries, order prescriptions, The duties are variable, depending on what is required on the day.
• 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 by telephone and face-to-face, signposting appropriately.
• Support clinicians with requests for files, messages, calls, and administrative tasks.
• Ensure reception and patient areas are clean, safe, and welcoming.
• Coordinate reception staff duties to ensure coverage and task completion.
• Run searches, recalls, and basic audits as requested.
• Conduct and minute reception/admin team meetings.
• Act as the first point of contact for minor complaints and escalate when required

• Assist in the recruitment, induction, training, and development of reception staff.
• Maintain and update reception handbooks and "how to" guides.
• Lead by example, modelling professional behaviour and a patient-first approach.
• Monitor mandatory training compliance and support ongoing staff development..
• Create and manage weekly reception rotas, approve annual leave, and arrange cover where required.
• Manage day-to-day team issues and resolve conflicts, escalating to management where necessary.
• Deal with more complex patient enquiries, including informal complaints, before escalation.
• Continually assess and evaluate reception systems, recommending improvements to the Practice Manager.

Desirable

• Previous experience in a medical receptionist role or similar administrative position (preferred).
• Excellent interpersonal and communication skills, with the ability to interact professionally with patients, staff, and visitors.
• Proficiency in using computer software for appointment scheduling, electronic medical records, and general office tasks.
• Strong organisational skills and attention to detail, with the ability to multitask and prioritise tasks in a fast-paced environment.
• Knowledge of medical terminology, billing procedures, and privacy regulations.
• Compassionate and empathetic attitude towards patients, with a commitment to providing outstanding customer service.
• Knowledge of patient confidentiality, the Data Protection Act 2018, and GDPR.