Reception/Administration Supervisor

• Supervising, supporting and guiding the team while acting as a positive role model.
• Allocating and monitoring workloads to ensure daily and outstanding work is completed promptly.
• Overseeing EMIS Web workflows, including tasks, document management, referrals, prescription requests, emails, registrations and GP2GP transfers.
• Acting as the first point of contact for staff queries and providing training and ongoing support.
• Monitoring the telephone system and ensuring sufficient cover so calls are answered promptly.
• Ensuring all reception and administrative processes are completed accurately, confidentially and within required timescales.
• Identifying incomplete work, service pressures or staff concerns and escalating these appropriately.
• Providing hands-on reception and administrative cover, including answering calls, assisting patients and completing workflow duties.
• Opening and closing the surgery when required.
• Supporting the Practice Manager, Deputy Practice Manager and wider practice team.

• Provide day-to-day supervision, guidance and practical support to the reception and administration team.
• Act as a positive role model and promote a helpful, professional and patient-focused approach.
• Assess available staffing each day and organise duties to ensure all essential reception and administrative areas are appropriately covered.
• Allocate and adjust work according to staffing levels, workload and service pressures.
• Monitor progress throughout the day and ensure outstanding work is identified and completed promptly.
• Provide training and ongoing support on practice procedures, systems and workflows.
• Respond to staff queries and help resolve routine operational problems.
• Report performance concerns, workflow issues, team difficulties or recurring problems promptly to the Practice Manager, in her absence, the Deputy Practice Manager.

• Ensure the front desk operates efficiently and that patients and visitors receive a welcoming, courteous and professional service.
• Ensure patients are checked in promptly and directed to the appropriate clinician, team member or service.
• Monitor patient flow and respond to delays or pressures within the reception area.
• Assist staff with difficult conversations and routine patient concerns where appropriate.
• Refer formal complaints, serious concerns and unresolved issues to the Practice Manager, in her absence, the Deputy Practice Manager.
• Ensure telephone calls, messages and requests are handled accurately and passed to the appropriate person without unnecessary delay.
• Monitor the telephone system and make sure sufficient staff are available to answer calls during busy periods.

• Oversee reception and administration workflows to ensure work is processed accurately and within required timescales.
• Maintain comprehensive, practical knowledge of EMIS Web and all relevant practice workflows.
• Monitor tasks, document management, referrals, prescription requests, practice emails, patient registrations and GP2GP transfers.
• Ensure practice email accounts and electronic requests are regularly monitored and actioned.
• Identify incomplete, delayed or incorrectly processed work and arrange for appropriate action to be taken.
• Personally undertake any area of reception or administrative workflow when the team requires support or additional capacity.
• Ensure patient information is entered and updated accurately and that records and documents are managed appropriately.
• Review working processes and suggest practical improvements to the Practice Manager.

• Act as a key point of contact for the reception and administration team.
• Support clear and effective communication between reception and administration staff, clinicians, the Practice Manager and the Deputy Practice Manager.
• Keep the team informed of relevant changes to practice procedures, services and systems, including training staff when required.
• Ensure messages and important information are communicated accurately and promptly.
• Work collaboratively with the wider practice team to support an efficient and coordinated service.
• Escalate operational concerns, staffing difficulties and workflow pressures to the Practice Manager or Deputy Practice Manager.

• Support the Practice Manager and Deputy Practice Manager with the day-to-day running of the practice.
• Take responsibility for opening and locking the surgery when required, following practice security and safety procedures.
• Ensure the reception area, telephones and relevant systems are ready for the start of the working day.
• Ensure the premises and relevant equipment are appropriately secured at closing.
• Respond to minor system or equipment problems and report faults to the appropriate person or support provider.
• Help maintain a safe, organised and professional reception and working environment.

• Ensure reception and administrative procedures are followed consistently.
• Maintain patient confidentiality and comply with information governance and data-protection requirements.
• Ensure the team works in accordance with practice policies relating to patient safety, health and safety, infection prevention and confidentiality.
• Promote high standards of customer care and contribute to a positive patient experience.
• Handle sensitive information and situations calmly, professionally and discreetly.

Essential

• Minimum of 3 years experience working within GP Practice.
• Experience of using Emis Web database.
• Able to action all administration elements of Emis Web workflow.

Desirable

• Experience of supervising or leading an administration team.