Job summary Poplar House Surgery is looking to recruit a friendly, well-organised and enthusiastic Reception Operations Supervisor to join our busy and friendly team. The applicant must have excellent communication and computer skills and a calm and friendly manner. The ability to work as part of a team. Have a sunny disposition and a willingness to learn. The successful candidate must be able to work under pressure. Previous experience of working in a GP Surgery would be advantage, but training will be given. Flexibility to cover is essential. Main duties of the job To manage the reception department, thereby assisting with the smooth running of the practice. To lead the reception team, ensuring an efficient and professional manner is maintained. To provide a focal point of communication between patients, doctors, and other medical staff. To act as a role model, demonstrating and promoting the standards expected by the practice and creating the energy and enthusiasm for the service. To liaise with and assist the Practice Manager as and when required. To be responsible for IT issues, integrate new and update existing IT programs as and when necessary. About us We are a friendly GP practice with 7000 patients. 2 GP partners, 2 Practice Nurses, 2 Salaried GP's 3 Health care assistants, and 18 admin and reception staff. Date posted 09 April 2025 Pay scheme Other Salary Depending on experience Contract Permanent Working pattern Full-time Reference number A3568-25-0001 Job locations St. Annes Medical Centre Durham Avenue Lytham St. Annes Lancashire FY82EP Job description Job responsibilities Job responsibilities: Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice Responsible for managing and mentoring the reception staff. Responsible for Reception staff rotas. Co-ordinate staff to ensure all tasks are completed on a daily basis to include, but not limited to, Visits/ Appointment management, issuing of prescriptions. Act as a role model to reception staff, supporting, motivating and promoting good staff relations. Ensure all Practice Protocols and Standard Operating Procedures are understood and adhered to. Ensure all staff are aware of the disciplinary and grievance procedure and have an understanding of health & safety. In conjunction with the practice manager and lead GP for appraisals support reception staff in achieving their development plans. Assess training needs within the reception area with a view to preparing individual Personal Development Plans for reception staff. Monitor staff attendance, sickness absence, annual leave and daily rotas. Ensure cover and suitable contingency plans are in place for all leave, including unforeseen absence. Be the first line of management to deal with disciplinary matters, speak to reception staff when appropriate, and notify them of any action. Accurately document all incidents and outcomes, ensuring that the practice manager is kept informed. Assist with the appropriate recruitment and selection procedure for reception staff. Provide induction training of all new staff to agreed standards and ongoing review Undertake, in association with the Practice Manager, three- and six-month reviews. Assist with and minimise potential problems that may lead to complaints. Coordinate and facilitate staff meetings. Report IT issues to the NHS Service Desk on behalf of reception and clinical team. Administrative Tasks: Set up and continually assess and evaluate systems, recommending changes and improvements to the practice manager as appropriate. Develop and maintain Reception Hand Book How to Guide. Ensure communication systems are running smoothly, doctors and reception staff are kept fully informed of changes in procedures. Ensure Franking machine is updated with any postal changes. Ensure Cremation check payments are passed to the Practice Manager. Book Ambulatory blood pressure machine appointments Order stationery as required to include prescription paper and GP10 pads, ensuring that these are logged upon delivery and GP10 pads logged out to a GP. Monitor clinics and convert any unused appointments. Co-ordinate room usage for Clinical and visiting staff Registration procedure - ensure that procedure is kept up-to-date and understood by reception staff and that it is carried out effectively and efficiently. Home Visits take overall responsibility for ensuring that home visit requests are passed to the GP Oversee delegation of general housekeeping duties. Oversee and delegate daily tasks e.g. chasing missing test results and notes, unusual queries, following through patient queries, registration difficulties, saying No nicely, etc. Provide hands on support to all reception staff and carry out any of the duties of a Receptionist as detailed below: Reception Desk: greeting of patients, dealing with their enquiries in a courteous and polite manner. Giving out previously prepared repeat prescriptions, making appointments and booking patients in for surgeries and clinics. Telephone Duties: answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely. Contacting hospitals, Health Authorities and various other agencies for results, appointments, booking, referrals and patient information. Making appointments: offering and arranging the appointments for doctors, helping to arrange clinics for nurses and midwives. Information ensuring that messages are promptly passed to the relevant person. Computer: to be able to call up patient details and make sure these details are correct. Add administrative notes to the patient records as and when required. Preparation of repeat prescriptions (if part of the prescription team). Input of statistical data required by the Practice and retrieval of data when required. Helping: the doctors in the execution of their duty of care. Facilitating patient care, comfort and safety in the surgery. Be responsible for allotted tasks and their completion. Ensuring that the upstairs and downstairs reception areas are kept tidy. The post holder may also be required to carry out other duties commensurate with the grade. Job description Job responsibilities Job responsibilities: Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice Responsible for managing and mentoring the reception staff. Responsible for Reception staff rotas. Co-ordinate staff to ensure all tasks are completed on a daily basis to include, but not limited to, Visits/ Appointment management, issuing of prescriptions. Act as a role model to reception staff, supporting, motivating and promoting good staff relations. Ensure all Practice Protocols and Standard Operating Procedures are understood and adhered to. Ensure all staff are aware of the disciplinary and grievance procedure and have an understanding of health & safety. In conjunction with the practice manager and lead GP for appraisals support reception staff in achieving their development plans. Assess training needs within the reception area with a view to preparing individual Personal Development Plans for reception staff. Monitor staff attendance, sickness absence, annual leave and daily rotas. Ensure cover and suitable contingency plans are in place for all leave, including unforeseen absence. Be the first line of management to deal with disciplinary matters, speak to reception staff when appropriate, and notify them of any action. Accurately document all incidents and outcomes, ensuring that the practice manager is kept informed. Assist with the appropriate recruitment and selection procedure for reception staff. Provide induction training of all new staff to agreed standards and ongoing review Undertake, in association with the Practice Manager, three- and six-month reviews. Assist with and minimise potential problems that may lead to complaints. Coordinate and facilitate staff meetings. Report IT issues to the NHS Service Desk on behalf of reception and clinical team. Administrative Tasks: Set up and continually assess and evaluate systems, recommending changes and improvements to the practice manager as appropriate. Develop and maintain Reception Hand Book How to Guide. Ensure communication systems are running smoothly, doctors and reception staff are kept fully informed of changes in procedures. Ensure Franking machine is updated with any postal changes. Ensure Cremation check payments are passed to the Practice Manager. Book Ambulatory blood pressure machine appointments Order stationery as required to include prescription paper and GP10 pads, ensuring that these are logged upon delivery and GP10 pads logged out to a GP. Monitor clinics and convert any unused appointments. Co-ordinate room usage for Clinical and visiting staff Registration procedure - ensure that procedure is kept up-to-date and understood by reception staff and that it is carried out effectively and efficiently. Home Visits take overall responsibility for ensuring that home visit requests are passed to the GP Oversee delegation of general housekeeping duties. Oversee and delegate daily tasks e.g. chasing missing test results and notes, unusual queries, following through patient queries, registration difficulties, saying No nicely, etc. Provide hands on support to all reception staff and carry out any of the duties of a Receptionist as detailed below: Reception Desk: greeting of patients, dealing with their enquiries in a courteous and polite manner. Giving out previously prepared repeat prescriptions, making appointments and booking patients in for surgeries and clinics. Telephone Duties: answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely. Contacting hospitals, Health Authorities and various other agencies for results, appointments, booking, referrals and patient information. Making appointments: offering and arranging the appointments for doctors, helping to arrange clinics for nurses and midwives. Information ensuring that messages are promptly passed to the relevant person. Computer: to be able to call up patient details and make sure these details are correct. Add administrative notes to the patient records as and when required. Preparation of repeat prescriptions (if part of the prescription team). Input of statistical data required by the Practice and retrieval of data when required. Helping: the doctors in the execution of their duty of care. Facilitating patient care, comfort and safety in the surgery. Be responsible for allotted tasks and their completion. Ensuring that the upstairs and downstairs reception areas are kept tidy. The post holder may also be required to carry out other duties commensurate with the grade. Person Specification Experience Essential Previous experience of Supervising or Managing a team Desirable GP Practice Experience Person Specification Experience Essential Previous experience of Supervising or Managing a team Desirable GP Practice Experience Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name Poplar House Surgery Address St. Annes Medical Centre Durham Avenue Lytham St. Annes Lancashire FY82EP Employer's website https://www.poplarhousesurgery.nhs.uk/ (Opens in a new tab)