Weare looking for a friendly, reliable and efficient Reception Coordinator whowill be responsible for the leadership andsupervision of the Reception team. The role requires excellentcommunication and interpersonal skills to engage effectively with patients,visitors, and staff across the practice. The Reception Coordinator will ensureall reception duties are performed effectively, and provide ongoing support, trainingand supervision to the Reception team.
Main duties of the job
The Reception Coordinator is responsible for the day to day supervision and effective management of the reception team to ensure the smooth running of front of house services. This includes overseeing workloads and performance, producing daily and weekly rotas to ensure safe and appropriate staffing, supporting staff to triage requests and book appointments correctly, and acting as the first point of contact for patient complaints to prevent escalation.
About us
We are a friendly, high-achieving practice based in the borough of Kensington and Chelsea. We care for 13,400+ patients and offer a mixture of patient services, including a Minor Surgery Hub. Our practice team includes salaried GPs, Pharmacists, Nurses, a HCA, Social Prescriber and Administrative and Reception teams. We have high patient satisfaction and were rated as Good in our last CQC inspection.
Job responsibilities
The following are the main duties and responsibilities of the ReceptionCoordinator. There may be a requirement to carry out other tasks which willbe dependent upon factors such as workload, staffing levels and the needs ofthe practice:
- Day to saysupervision of the Reception team, providing consistent oversight, guidance, andsupport to ensure the smooth running of front of house services. Thisincludes monitoring workload and performance, allocating tasks, andresponding to any immediate issues or challenges that arise during the day.
- Arranging quarterly one-to-one supervision sessions andprobationary review meetings with Receptionists which offer a structured opportunity to review performance, discussprogress against objectives, and address any concerns or challenges. Thesesessions allow for open two way communication, giving team members the chanceto raise ideas, request support, and identify training or development needs.
- Arranging regularReception team meetings to ensure clear communication, consistency, and a highstandard of service. These meetings provide an opportunity to discuss dailyoperations, address any challenges in the Reception team, and share importantupdates or changes to procedures. The Reception Coordinator will take minutesof the meetings to record discussions and actions arising.
- Supporting the Reception team to ensure effectivedelivery of QOF, North West London (NWL) enhanced services andborough services by providing clear guidance, oversight, and ongoing support.This includes ensuring reception staff understand service requirements andfollow clear call-recall processes.
- Training of new reception team members to ensure theyfeel confident, supported, and prepared to carry out their role effectively. Thisincludes structured inductions, training of IT systems and procedures andlearning the day-to-day tasks.
- Producing weekly Reception rotas which includes allocatingstaff cover to ensure Reception operates smoothly throughout the week. This involvesbalancing staffing levels across opening hours accounting for annual leave,sickness, training, and other absences, and ensuring appropriate skill mixand experience at all times.
- Producing daily Receptionist rotas to ensure Reception is safely and effectively staffed throughout eachday. This involves allocating receptionists to specific shifts and work areasbased on demand, skill mix, and experience, while also taking into accountabsences such as sickness, annual leave, or training needs. Daily rotas areadjusted as needed to respond to unexpected changes or increased workloads.
- Being the first point of contact for handling patientcomplaints before they escalate in person and over the phone, which includes speakingto patients professionally and empathetically to understand, address and de-escalateconcerns.
- Supervising the Reception team to appropriately triage patientrequests and ensure appointments are booked appropriately.
Person Specification
Qualifications
- A good standard of education with an expectation of having both GCSE Maths and English at Grade C (Level 4) or above, or Functional Skills Level 2 in Maths and English
- NVQ Level 3 in Health and Social Care
Knowledge and skills
- Excellent communication skills and effective in communicating and understanding patient needs
- Competent in the use of MS Office and Outlook
- Problem solver with the ability to process information accurately and effectively, interpreting data as required
- Ability to use own initiative, discretion, and sensitivity
- Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity
- Ability to work as a team member and autonomously
- Excellent communication skills and effective in communicating and understanding staff and patient needs
- Sensitive and empathetic in distressing situations
- Good organisational skills
- Clinical IT system user skills and the ability to record accurate notes
- Punctual and committed to supporting the team effort
- High levels of integrity and loyalty
- Clear, polite telephone manner
- Flexible and cooperative
- Motivated
- Understanding of safeguarding adults and children
- Demonstrate personal accountability, emotional resilience and work well under pressure
- Knowledge of and ability to work to key policies and procedures
Experience
- Experience of working with the general public
- Experience of working in a healthcare setting
- Experience of leading a team
- Experience of administrative duties
- Experience of using SystmOne
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.
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