About Us
Laindon Medical Group is a busy NHS GP practice serving nearly 19,000 patients. We are looking for a motivated, organised and proactive Deputy Reception Supervisor to support the effective day-to-day running of our reception team.
This is an excellent opportunity for an experienced team leader or operational professional to bring their skills into a healthcare setting. Previous NHS or primary care experience is desirable but not essential. We welcome applications from candidates with transferable experience in areas such as customer service, retail, hospitality, contact centres, administration or other fast-paced environments.
We are committed to providing safe, equitable care, with patient care at the heart of everything we do.
About the Role
Working alongside the Reception Supervisor and Practice Management team, the Deputy Reception Supervisor will help coordinate daily reception activities, support staff, monitor workloads and ensure the delivery of an efficient, professional and patient-focused service.
This is a fast-paced, demanding and target-driven role requiring strong organisational skills, resilience and the ability to manage competing priorities. Workloads and service demands can change quickly, and the successful candidate must be confident making decisions, taking initiative and ensuring tasks are completed accurately and within required timescales.
The role also involves capturing and maintaining accurate operational data, monitoring team activity and performance, and supporting the identification of areas for improvement.
Full training on NHS-specific systems and procedures will be provided. However, the ability to learn quickly, adapt to new processes and take responsibility for delivering results is essential.
Key Responsibilities
- Team Supervision and Operational Support
- Support the Reception Supervisor with the daily management and coordination of the reception team.
- Provide guidance, support and direction to reception staff, promoting consistent standards and a positive team culture.
- Help allocate work, monitor workloads and ensure priorities are managed effectively.
- Assist with staff training, induction and the development of colleagues.
- Support rota coordination, staffing cover and the effective allocation of resources.
- Act as a first point of escalation for reception queries and operational issues, referring complex matters to the appropriate manager.
- Lead by example, maintaining high standards of professionalism, productivity, accuracy and patient service.
- Help ensure practice policies and procedures are followed consistently.
- Patient Services and Enquiries
- Support the team in managing patient enquiries received by telephone, face-to-face and through digital platforms.
- Help ensure patient requests are handled efficiently, sensitively and in accordance with practice procedures.
- Support appropriate signposting and care navigation, ensuring clinical concerns, safeguarding issues and urgent requests are escalated correctly.
- Assist colleagues with challenging conversations and complex patient queries, maintaining a calm and professional approach.
- Promote a compassionate and patient-focused service while balancing service demand, efficiency and patient safety.
- Data Capture and Performance Monitoring
- Accurately capture, record and maintain operational data relating to reception activity and service delivery.
- Maintain spreadsheets, trackers and reports to monitor workload volumes, outstanding tasks, activity levels and performance against agreed targets.
- Monitor team productivity and identify backlogs, delays or areas requiring additional support.
- Ensure data is accurate, complete and recorded within required timescales.
- Review information to identify trends and support improvements in team performance and operational efficiency.
- Follow up on outstanding actions and support colleagues in meeting deadlines and agreed performance expectations.
- Provide accurate information to the Reception Supervisor and Practice Management team to support decision-making, audits and service improvement.
- Systems and Administration
- Learn and confidently use practice systems, including SystmOne and Accurx, to support patient records, appointments, requests and administrative workflows.
- Assist with appointment coordination, cancellations and clinician rota management.
- Support the management of digital requests and administrative workflows to ensure work is directed and completed appropriately.
- Maintain confidentiality and comply with GDPR requirements and practice policies at all times.
- Support the implementation of new procedures, systems and service improvements.
About You
- We are looking for someone who is proactive, dependable and confident supporting a team in a demanding environment. You will need to be comfortable managing interruptions, responding to changing priorities and maintaining high standards while working towards measurable targets.
- Previous primary care experience is not essential, but you must be able to demonstrate relevant experience in a supervisory, team leader, customer service, administrative or operational role.
Essential Skills and Experience
- Experience in a supervisory, team leader or similarly responsible role.
- Experience working in a fast-paced environment with competing demands, deadlines or performance targets.
- Strong organisational and time-management skills, with the ability to prioritise effectively.
- Excellent communication and interpersonal skills.
- Confidence handling difficult conversations and resolving issues professionally.
- The ability to remain calm and make sound decisions under pressure.
- Good IT skills, including confidence using spreadsheets, databases and digital systems.
- Experience capturing, checking and maintaining accurate data.
- The ability to monitor workloads, track progress and identify outstanding tasks.
- Strong attention to detail and a commitment to accuracy.
- A proactive approach to problem-solving, with the ability to use initiative and take ownership of responsibilities.
- The ability to support, motivate and guide colleagues while maintaining professional standards.
- Flexibility and a willingness to learn new systems and procedures.
Desirable Experience
- Experience in primary care, healthcare or another regulated service environment.
- Knowledge of SystmOne, Accurx or similar case management and workflow systems.
- Experience coordinating staff rotas, workload allocation or operational cover.
- Experience producing reports, maintaining performance trackers or monitoring team targets.
- An understanding of patient access, care navigation, safeguarding or clinical administration.
The Nature of the Role
- This role requires someone who can work at pace and remain effective when service demand is high. You will need to manage competing priorities, respond to interruptions, support colleagues and ensure that important tasks are completed within agreed timescales.
- The successful candidate must be comfortable being accountable for their work, monitoring performance and addressing issues proactively. Strong organisation, resilience, accuracy and the ability to meet targets are essential.
- We are looking for someone who understands that good service delivery requires both quality and productivity. Targets and deadlines must be achieved without compromising patient safety, confidentiality or professional standards.
What We Offer
- A supportive teambasildonrience.