Reception Supervisor

Walton Medical Centre are seeking a proactive and enthusiastic reception supervisor to lead our reception team on a part-time basis for 16+ hours per week. This pivotal role involves overseeing daily operations, managing staff, and ensuring a positive experience for patients. You will play a crucial part in enhancing communication across our healthcare teams and supporting the smooth running of the practice.

At The Walton Surgery we prioritise collaboration, innovation, and exceptional patient care. Join us to make a meaningful impact to our patients. This role is perfect for someone who thrives in a dynamic, patient-focused environment and enjoys leading and motivating a team.

The role will provide a focal point of communication between patients, doctors and other medical staff, and ensure the Reception team provides an efficient service and that a professional manner is maintained at all times by all reception employees.

Main duties will include; 

• Support the reception staff acting as a role model to reception staff, supporting, motivating and promoting good staff relations
• Maintain staff rotas
• Support the receptionists with any queries or complaints they may have
• Support and help any unhappy patients
• Deal with patients’ complaints and try to resolve them in a timely and professional manor
• Ensure any complaints that cannot be resolved are escalated to the practice manager
• Ensure all staff are informed of and adhere to practice policies which are held on the intranet
• Monitor staff annual leave
• Monitor staff sickness
• Assist with and minimise potential problems that may lead to complaints
• Support staff in difficult patient situations
• Deal with any low-level complaints relating to reception or associated issues
• Accurately document all incidents and outcomes, ensuring that the Branch Supervisor is kept informed
• Deal with general telephone enquiries from patients and general public
• Act as primary point of contact in reception for clinicians
• Assist managing MJog appointments and DNA’s

This list is not exhaustive and is subject to change pending request of the Practice Manager and Partners.

The post holder will have the following: 

• A good standard of education, including Maths and English
• Experience of receiving and making telephone calls – a professional manner is expected at all times
• Strong IT skills and be able to use computer based systems
• Organised, have strong communication skills, both verbal and in writing, be able to communicate with internal staff as well as external agencies and patients, and have a strong understanding of confidentiality
• Work effectively within a team as well as being able to work independently, without supervision

• Experience of working in and providing customer service and working within a receptionist role
• Experience of working within a primary care/general practice environment
• SystmOne experience would be advantageous