NHS
Reception Supervisor
This job is now closed
Job Description
- Req#: A3491-26-0013?language=en&page=45&sort=publicationDateDesc
- oGCSE Maths and English minimum
- oPrimary Care Courses, development sessions evidence or apprenticeships for Supervisory responsibilities
- oRelevant experience or supervisory training qualification
- oILM/CMI leadership or management certification
- oTeaching or mentoring qualification (e.g., PGCert in Clinical Education)
- oExcellent communication and interpersonal abilities
- oProven ability to manage teams and resolve conflicts
- oStrong organisational and decision-making skills
- oCompetency in managing electronic patient records and digital systems
- oUp-to-date understanding of NHS policies and primary care frameworks to include QOF/CQC/PCF/IIF
- oAwareness of safeguarding and data protection standards
- oAbility to identify and implement improvements to practice processes
- oFamiliarity with clinical governance and safety protocols
- oCompetence in facilitating training or continuous professional development
- oProfessional, supportive, and empathetic approach
- oStrong commitment to equality, diversity, and inclusion
- oAbility to work under pressure and maintain confidentiality
- oStrong ability to have sensitive or difficult conversations and deal with complaints
- oFlexible and innovative approach to problem-solving
- oPassion for patient-centered care and healthcare improvement
- oDemonstrated experience in primary care or general practice (no less than 2 years preferably 5 years)
- oPrior supervisory or leadership role in a clinical setting
- oExperience in service development or change management
- oBackground in quality assurance, audits, or CQC preparation
- oExperience working with diverse populations or in multi-disciplinary teams
- oGCSE Maths and English minimum
- oPrimary Care Courses, development sessions evidence or apprenticeships for Supervisory responsibilities
- oRelevant experience or supervisory training qualification
- oILM/CMI leadership or management certification
- oTeaching or mentoring qualification (e.g., PGCert in Clinical Education)
- oExcellent communication and interpersonal abilities
- oProven ability to manage teams and resolve conflicts
- oStrong organisational and decision-making skills
- oCompetency in managing electronic patient records and digital systems
- oUp-to-date understanding of NHS policies and primary care frameworks to include QOF/CQC/PCF/IIF
- oAwareness of safeguarding and data protection standards
- oAbility to identify and implement improvements to practice processes
- oFamiliarity with clinical governance and safety protocols
- oCompetence in facilitating training or continuous professional development
- oProfessional, supportive, and empathetic approach
- oStrong commitment to equality, diversity, and inclusion
- oAbility to work under pressure and maintain confidentiality
- oStrong ability to have sensitive or difficult conversations and deal with complaints
- oFlexible and innovative approach to problem-solving
- oPassion for patient-centered care and healthcare improvement
- oDemonstrated experience in primary care or general practice (no less than 2 years preferably 5 years)
- oPrior supervisory or leadership role in a clinical setting
- oExperience in service development or change management
- oBackground in quality assurance, audits, or CQC preparation
- oExperience working with diverse populations or in multi-disciplinary teams
Job summary
Manage and support reception staff and ensure the smooth running of the reception team
Take part in the training and development of reception staff
Take responsibility for all aspects of front-end office management under the direction of the Practice Management
Work with Management team as an integral part in the operational development of the Practice.
Assist with the support of and implementation of policies and procedures and ensure the practice is up to date with current regulatory bodies and NHS requirements.
Ensure teams are working towards all target areas for QOF, PCF, IIF and CQC as well as monitoring visits from CQC, IP and Contracting.
Ensure delivery of high quality care to patients, actively identifying and providing evidence for CQC Tracker for the Practice.
Main duties of the job
Main Duties & Responsibilities
The post holder will:
Oversee day to day operations of the reception workforce, reinforcing training and efficiencies.
Supervise the day to day operations of Online Triage, monitor and manage incoming patient requests via Accurx Patient Triage.
Collaborate with other Supervisors to produce efficient audits of Online Triage data for analysis.
Ensure timely resolution of requests, including remote advice, appointment booking, or signposting.
Review rota/workforce ratio to ensure workflows are able to be carried out.
Organise and oversee clinical rotas, planning for absences including arranging locum cover when required.
Carry out audits on staff and other statistics required.
Support in providing on-going training, appraisals and reviews.
Confirm staff training completion for non-clinical staff in line with practice needs.
Manage Clarity Teamnet annual leave sign off and sick leave/return to work/following absence policy.
Arrange Practice meetings, agendas and minute when required.
Maintain morale communication and workforce efficiency levels.
About us
Our vision is to develop a partnership between patients and our clinicians that allow us together to deliver high quality health and social care services, and meet the needs of the population of Wolverhampton and beyond.
As Health and Beyond we are committed to working together to ensure our communities receive the best evidence based care possible, and will strive to ensure that patients views are heard and that their journey through Health and Beyond health system is seamless through integration and strong partnership working with our stakeholders.
Delivering excellence in innovation that benefits patients, employees and commissioners with strong inter-professional programs and bespoke care.
Including South East Primary Care Network which is within our geographical area.
Details
Date posted
25 March 2026
Pay scheme
Other
Salary
£14.06 an hour
Contract
Permanent
Working pattern
Full-time
Reference number
A3491-26-0013
Job locations
Bilston Urban Village Medical Centre
Bilston
Wolverhampton
WV14 0EE
Ettingshall Medical Centre
Herbert Street
Bilston
West Midlands
WV14 0NF
Job descriptionJob description
Job responsibilities
This is a 37.5 hour a week full time role (Mon - Fri)
Job purpose/summary:
Manage and support reception staff and ensure the smooth running of the reception team
Take part in the training and development of reception staff
Take responsibility for all aspects of front-end office management under the direction of the Practice Management
Work with Management team as an integral part in the operational development of the Practice.
Assist with the support of and implementation of policies and procedures and ensure the practice is up to date with current regulatory bodies and NHS requirements.
Ensure teams are working towards all target areas for QOF, PCF, IIF and CQC as well as monitoring visits from CQC, IP and Contracting.
Ensure delivery of high quality care to patients, actively identifying and providing evidence for CQC Tracker for the Practice.
Main Duties & Responsibilities
The post holder will:
Oversee day to day operations of the reception workforce, reinforcing training and efficiencies.
Supervise the day to day operations of Online Triage, monitor and manage incoming patient requests via Accurx Patient Triage.
Collaborate with other Supervisors to produce efficient audits of Online Triage data for analysis.
Ensure timely resolution of requests, including remote advice, appointment booking, or signposting.
Review rota/workforce ratio to ensure workflows are able to be carried out.
Organise and oversee clinical rotas, planning for absences including arranging locum cover when required.
Carry out audits on staff and other statistics required.
Support in providing on-going training, appraisals and reviews.
Confirm staff training completion for non-clinical staff in line with practice needs.
Manage Clarity Teamnet annual leave sign off and sick leave/return to work/following absence policy.
Arrange Practice meetings, agendas and minute when required.
Maintain morale communication and workforce efficiency levels.
To ensure appraisals are undertaken in a timely manner for practice personnel, direct reports and other team members across the practice and ensure mandatory training is completed
Support and mentor staff, both as individuals and as team members
Work as part of a team with the operational arm of the organisation and other teams to collectively achieve objectives set by the leadership team
Completing or overseeing monthly Health & Safety inspections of the premise and follow the reporting pathways, liaising with the Quality Assurance Manager when necessary.
Knowledge, Skills and Experience Required
Previous General practice Experience
Experience of dealing with the public/patients
Experience of working effectively in a busy environment
Excellent communication skills & attention to detail
Excellent keyboard and communication skills
Ability to assist the organisation of reception team and prioritise workflow.
What we can offer you
1. We offer a competitive salary
2. A tailored comprehensive induction programme and we provide a supportive working environment with an appropriate on call clinician for support and advice.
3. We also offer highest possible governance support, an excellent working environment
4. NHS Pension, maternity, sick benefits
5. 5 weeks Annual Leave + 8 Public holidays
6. We use Clarity TeamNet to record leave, sickness, appraisals and training.
7. Exciting opportunities for further progression and professional development along with flexible hours
Workload Support
Support from highly efficient and organised clinical, operational and HR teams which includes:
GPs, Practice Nurses, ANPs, Heath Care Assistants, First Contact Practitioners, MSK Specialists, Health Coaches, Clinical Pharmacists, Dedicated Back Office Team, Dedicated HR Team, IT team to support all clinicians and a diverse clinical team means that you will see most relevant patients and benefit from reduced levels of paperwork.
Personal Development
Participate in individual performance reviews including taking responsibility for maintaining a record of own personal and/or professional development.
Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Participate in all mandatory training and/or education related to ensuring service quality and compliance with the Care Quality Commission (CQC) standards.
Role Specific Competencies
Able to manage or supervise a team effectively.
An understanding & adherence to the need for confidentiality.
Ability to use own judgement, initiative, resourcefulness and common sense.
Ability to work without direct supervision and determine own workload priorities.
Ability to work as part of an integrated multi-skilled team.
Pleasant and articulate
Able to work in a changing environment.
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.
Other Information:
Confidentiality:
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:
Using personal security systems within the workplace according to practice guidelines
Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
Making effective use of training to update knowledge and skills
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
Reporting potential risks identified.
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development :
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
To always act within the NMC Code of Conduct and Scope of Professional Practice
Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality :
The post-holder will strive to maintain quality within the practice, and will:
Alert other team members to issues of quality and risk
Assess own performance and take accountability for own actions, either directly or under supervision
Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
Work effectively with individuals in other agencies to meet patients needs
Effectively manage own time, workload and resources.
Communication :
The post-holder should recognise the importance of effective communication within the team and will strive to:
Communicate effectively with other team members
Communicate effectively with patients and carers
Recognise peoples needs for alternative methods of communication and respond accordingly.
Job responsibilities
This is a 37.5 hour a week full time role (Mon - Fri)
Job purpose/summary:
Manage and support reception staff and ensure the smooth running of the reception team
Take part in the training and development of reception staff
Take responsibility for all aspects of front-end office management under the direction of the Practice Management
Work with Management team as an integral part in the operational development of the Practice.
Assist with the support of and implementation of policies and procedures and ensure the practice is up to date with current regulatory bodies and NHS requirements.
Ensure teams are working towards all target areas for QOF, PCF, IIF and CQC as well as monitoring visits from CQC, IP and Contracting.
Ensure delivery of high quality care to patients, actively identifying and providing evidence for CQC Tracker for the Practice.
Main Duties & Responsibilities
The post holder will:
Oversee day to day operations of the reception workforce, reinforcing training and efficiencies.
Supervise the day to day operations of Online Triage, monitor and manage incoming patient requests via Accurx Patient Triage.
Collaborate with other Supervisors to produce efficient audits of Online Triage data for analysis.
Ensure timely resolution of requests, including remote advice, appointment booking, or signposting.
Review rota/workforce ratio to ensure workflows are able to be carried out.
Organise and oversee clinical rotas, planning for absences including arranging locum cover when required.
Carry out audits on staff and other statistics required.
Support in providing on-going training, appraisals and reviews.
Confirm staff training completion for non-clinical staff in line with practice needs.
Manage Clarity Teamnet annual leave sign off and sick leave/return to work/following absence policy.
Arrange Practice meetings, agendas and minute when required.
Maintain morale communication and workforce efficiency levels.
To ensure appraisals are undertaken in a timely manner for practice personnel, direct reports and other team members across the practice and ensure mandatory training is completed
Support and mentor staff, both as individuals and as team members
Work as part of a team with the operational arm of the organisation and other teams to collectively achieve objectives set by the leadership team
Completing or overseeing monthly Health & Safety inspections of the premise and follow the reporting pathways, liaising with the Quality Assurance Manager when necessary.
Knowledge, Skills and Experience Required
Previous General practice Experience
Experience of dealing with the public/patients
Experience of working effectively in a busy environment
Excellent communication skills & attention to detail
Excellent keyboard and communication skills
Ability to assist the organisation of reception team and prioritise workflow.
What we can offer you
1. We offer a competitive salary
2. A tailored comprehensive induction programme and we provide a supportive working environment with an appropriate on call clinician for support and advice.
3. We also offer highest possible governance support, an excellent working environment
4. NHS Pension, maternity, sick benefits
5. 5 weeks Annual Leave + 8 Public holidays
6. We use Clarity TeamNet to record leave, sickness, appraisals and training.
7. Exciting opportunities for further progression and professional development along with flexible hours
Workload Support
Support from highly efficient and organised clinical, operational and HR teams which includes:
GPs, Practice Nurses, ANPs, Heath Care Assistants, First Contact Practitioners, MSK Specialists, Health Coaches, Clinical Pharmacists, Dedicated Back Office Team, Dedicated HR Team, IT team to support all clinicians and a diverse clinical team means that you will see most relevant patients and benefit from reduced levels of paperwork.
Personal Development
Participate in individual performance reviews including taking responsibility for maintaining a record of own personal and/or professional development.
Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Participate in all mandatory training and/or education related to ensuring service quality and compliance with the Care Quality Commission (CQC) standards.
Role Specific Competencies
Able to manage or supervise a team effectively.
An understanding & adherence to the need for confidentiality.
Ability to use own judgement, initiative, resourcefulness and common sense.
Ability to work without direct supervision and determine own workload priorities.
Ability to work as part of an integrated multi-skilled team.
Pleasant and articulate
Able to work in a changing environment.
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.
Other Information:
Confidentiality:
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:
Using personal security systems within the workplace according to practice guidelines
Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
Making effective use of training to update knowledge and skills
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
Reporting potential risks identified.
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development :
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
To always act within the NMC Code of Conduct and Scope of Professional Practice
Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality :
The post-holder will strive to maintain quality within the practice, and will:
Alert other team members to issues of quality and risk
Assess own performance and take accountability for own actions, either directly or under supervision
Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
Work effectively with individuals in other agencies to meet patients needs
Effectively manage own time, workload and resources.
Communication :
The post-holder should recognise the importance of effective communication within the team and will strive to:
Communicate effectively with other team members
Communicate effectively with patients and carers
Recognise peoples needs for alternative methods of communication and respond accordingly.
Person SpecificationPerson Specification
Qualifications
Essential
Desirable
Knowledge/Skills
Essential
Desirable
Additional Attributes
Essential
Desirable
Experience
Essential
Desirable
Qualifications
Essential
Desirable
Knowledge/Skills
Essential
Desirable
Additional Attributes
Essential
Desirable
Experience
Essential
Desirable
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
Health and Beyond
Address
Bilston Urban Village Medical Centre
Bilston
Wolverhampton
WV14 0EE
Employer's website
Employer details
Employer name
Health and Beyond
Address
Bilston Urban Village Medical Centre
Bilston
Wolverhampton
WV14 0EE
Employer's website
About the company
National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.
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