Job description

Job responsibilities

Job Title: Reception Supervisor

Responsible To: Management Team

Location: Len Valley Practice (Main and Branch Site)

Contract Type: Full-time, Permanent

Overview

Len Valley Practice is seeking a professional and compassionate Reception Supervisor to lead and support our busy reception team.

As Reception Supervisor, you will be the first point of contact for patients and the reception team, ensuring the smooth and efficient running of the surgery. The ideal candidate will have excellent communication skills, a friendly demeanour, and the ability to handle sensitive information with the utmost confidentiality. You will play a key role in delivering a high-quality patient experience while supporting and developing the reception team.

Key Responsibilities

In this role, you will:

• Greet and assist all patients and visitors in a friendly, courteous, and professional manner.
• Operate the practice appointment and clinical systems (e.g. EMIS) accurately and efficiently.
• Respond to patient queries by telephone and face-to-face, signposting appropriately.
• Support clinicians with requests for files, messages, calls, and administrative tasks.
• Ensure reception and patient areas are clean, safe, and welcoming.
• Coordinate reception staff duties to ensure coverage and task completion.
• Run searches, recalls, and basic audits as requested.
• Conduct and minute reception/admin team meetings.
• Act as the first point of contact for minor complaints and escalate when required

Supervisory Responsibilities

As Reception Supervisor, you will provide leadership and day-to-day support to the reception team. You will:

• Assist in the recruitment, induction, training, and development of reception staff.
• Maintain and update reception handbooks and "how to" guides.
• Lead by example, modelling professional behaviour and a patient-first approach.
• Monitor mandatory training compliance and support ongoing staff development.
• Contribute to appraisals and probationary reviews where appropriate.
• Create and manage weekly reception rotas, approve annual leave, and arrange cover where required.
• Handle sickness absence reporting and monitoring.
• Manage day-to-day team issues and resolve conflicts, escalating to management where necessary.
• Deal with more complex patient enquiries, including informal complaints, before escalation.
• Continually assess and evaluate reception systems, recommending improvements to the Practice Manager or Operations Manager.

Risk Management & Compliance

You will ensure that the reception team adheres to practice policies and meets compliance standards by:

• Supporting fire safety procedures and emergency protocols.
• Logging and assisting in the investigation of significant events and patient incidents.
• Providing support with CQC compliance and documentation.
• Monitoring appointment system usage and highlighting issues to the Operations Manager.
• Ensuring staff are trained and confident in using telephone and online systems.
• Signposting patients appropriately using care navigation principles.
• Overseeing and delegating QOF target/recall areas.

Premises

Ensure both the main site and the branch surgery have reception cover during core hours

The opening up and closing down processes are known by receptionists and are followed

The premises are secured appropriately and the location of keys are known

Professional Standards

The Reception Supervisor is expected to:

• Maintain strict confidentiality and adhere to information governance protocols.
• Use sound judgement and initiative when managing issues or escalating concerns.
• Uphold practice values and contribute positively to a collaborative team culture.
• Be proactive, solution-focused, and adaptable to the needs of the practice.
• Undertake any other appropriate duties delegated by Senior Management.

Person Specification

Qualifications

Essential

• Minimum GCSE English and Maths Grade C/4 (or equivalent).
• Experience using EMIS and knowledge of GP rotas.

Desirable

• Additional training or certification in medical office administration or healthcare administration

Experience

Desirable

• Previous experience in a medical receptionist role or similar administrative position (preferred).
• Excellent interpersonal and communication skills, with the ability to interact professionally with patients, staff, and visitors.
• Proficiency in using computer software for appointment scheduling, electronic medical records, and general office tasks.
• Strong organisational skills and attention to detail, with the ability to multitask and prioritise tasks in a fast-paced environment.
• Knowledge of medical terminology, billing procedures, and privacy regulations.
• Compassionate and empathetic attitude towards patients, with a commitment to providing outstanding customer service.
• Knowledge of patient confidentiality, the Data Protection Act 2018, and GDPR.

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

Len Valley Practice

Address

Groom Way

Lenham

Maidstone

Kent

ME17 2QF

United Kingdom

Employer's website

https://www.lenvalleypractice.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Job Description Clinical Administrator

Job Title: Clinical Administrator

Responsible to: Administration Lead, Practice Manager

Accountable to: Practice Partnership

Hours: TBA

Job Summary

The Clinical Administrator provides vital support to the multidisciplinary team by managing and processing clinical correspondence and patient records in line with practice and national guidelines. The role focuses on streamlining workflows to reduce unnecessary GP administration, ensuring accurate coding and filing of information, and directing more complex items to the appropriate clinician for review.

The post-holder will work as part of the Clinical Administration team, prioritising their workload effectively, maintaining strict confidentiality at all times, and knowing when to escalate matters to supervisors or clinicians.

Roles and Responsibilities

• Ensure all incoming and internal correspondence is stored in patient records.

• Review and Read Code clinical correspondence before forwarding to clinicians.

• Process and file hospital letters, reports, emails and other correspondence.

• Code diagnoses, procedures and investigations accurately.

• Refer complex or high-risk documents, including safeguarding issues, to the relevant clinician.

• Summarise new patient records (manual and GP2GP) and process registrations, transfers, and out-of-area notifications.

• Manage incoming test results, redirect unmatched pathology, and process screening and monitoring results (e.g. diabetic eye screening, mammograms, DMARD recalls).

• Process Out of Hours reports and other external communications.

• Maintain accurate documentation for insurance reports, medical reports and private letters.

• Monitor the practice email inbox, flagging urgent queries promptly.

• Support enhanced service administration, QOF monitoring, recalls (e.g. immunisations, smears, chronic disease), and audits.

• Run EMIS searches as required.

• Provide administrative cover for other team members when necessary.

• Open, scan, distribute and file post; manage photocopying and record requests.

• Assist with training and mentoring of new staff.

• Maintain a tidy office environment and adhere to a clear desk policy.

Teamwork & Communication

• Work as part of the Clinical Administration Team and the wider practice team.

• Build effective working relationships with colleagues, patients and external organisations.

• Communicate clearly and professionally, ensuring confidentiality at all times.

• Participate in meetings and training, including occasional sessions outside normal hours.

General Responsibilities

Confidentiality

Patients entrust the practice with sensitive information and staff must respect this confidentiality at all times. Information relating to patients, carers, colleagues or the practice may only be shared in line with GDPR and practice policies.

Health & Safety

• Follow practice health and safety policies, including infection prevention and control.

• Use personal security systems as required.

• Identify risks, manage work safely, and report concerns promptly.

• Maintain work areas in a safe, hazard-free condition.

Equality & Diversity

• Promote equality of opportunity and respect the rights of patients, carers and colleagues.

• Act in ways that recognise diversity and ensure fairness, consistent with policy and legislation.

• Respect privacy, dignity, needs and beliefs at all times.

Personal & Professional Development

• Participate in annual appraisal and performance reviews.

• Take responsibility for ongoing learning and development.

• Share skills and knowledge with colleagues and support new staff training.

Quality

• Strive to maintain quality and safety within the practice.

• Contribute to audits, QOF and CQC compliance.

• Reflect on individual and team activities, suggesting improvements to enhance performance.

• Manage own time, workload and resources effectively.

Communication

• Communicate effectively with patients, carers, colleagues and external agencies.

• Adapt communication methods to meet individual needs and ensure understanding.

Other Information

• Duties may change according to practice needs, following consultation and training.

• The role is subject to the Rehabilitation of Offenders Act (1974) exceptions, requiring disclosure of relevant convictions.

• The practice operates a non-smoking policy.

Person Specification

Personal Qualities

Essential

• Ability to work under pressure
• Excellent attention to detail and accuracy

Desirable

• Knowledge of clinical terminology.

Experience

Essential

• Previous experience in an administrative role.
• Experience using computerised systems and Microsoft Office.

Desirable

• Previous experience working in a GP practice or primary care setting.

Qualifications

Essential

• Educated to GCSE level or equivalent

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

Len Valley Practice

Address

Groom Way

Lenham

Maidstone

Kent

ME17 2QF

United Kingdom

Employer's website

https://www.lenvalleypractice.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Clinical practice

• Provide autonomous clinical assessment, diagnosis, prescribing, and management of residents in care homes, including those with complex, acute, chronic, frailtyrelated, or undifferentiated presentations.
• Lead proactive care home ward rounds, reviewing routine followups, postdischarge cases, longterm conditions, and residents identified as at risk of deterioration.
• Creating and reviewing personalised care plans, including Comprehensive Geriatric Assessments (CGA) and ReSPECT discussions in collaboration with MDT and families.
• Work as part of a multi-disciplinary team to deliver safe and high-quality care.
• Conduct clinical practice at an advanced level using expert clinical skills, critical judgements & knowledge to deliver appropriate and safe care.
• Assess, diagnose, plan, implement and evaluate treatment/interventions and care for patients presenting with acute, long term and complex health needs.
• Interpret investigation findings to determine effective treatment plans & discuss with GPs where a second opinion is required.
• Proactively identify, diagnose, and manage treatment plans for patients at risk of developing a long-term condition, using both non-pharmacological and pharmacological treatments.
• Co-ordinate the planning and delivery of care ensuring patients and carers or relatives are involved where required. Actively take a personalised care approach and population centre care approach to enable shared decision making.
• Prescribing and reviewing medication that is appropriate for patient needs and in accordance with latest evidence-based practice, national and practice protocols and within the scope of qualified practice.
• Diagnose and manage acute and chronic conditions, including drug and non-drug-based treatment methods into a management plan.
• Request diagnostic investigations and interpret within agreed protocols e.g. x-ray, blood tests, scans, etc.
• Refer patients to other members of the multi-disciplinary practice teams, secondary care organisations, and other organisations, as necessary.
• The postholder has a duty to safeguard and promote the welfare of vulnerable adults and children.

Leadership and management personal and people development

• Takes responsibility for own learning and performance including participating in clinical supervision and acting as a positive role model.
• Supports staff development to maximise potential and support practice development.
• Critically evaluates and reviews innovations and developments that are relevant to clinical practice.
• Contributes to the development of local guidelines, protocols, and standards.
• Maintains effective communication with those responsible for the overall commissioning and procurement process.
• Promotes the role of the Advanced Clinical Practitioner in general practicecompleting relevant training to provide multi-professional clinical practice and CPD supervision to other roles within primary care.
• Works as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working.

Education

• Undertakes mentorship for more junior staff, assessing competence against set standards.
• Use evidence-based strategies to improve and enhance the quality of patient care.
• Assesses own learning needs and undertakes learning as appropriate.
• Provides an educational role to patients, carers, families, and colleagues in an environment that facilitates learning.

Research

• Critically engage in research activity and use evidence-based strategies to improve and enhance the quality of patient care.
• Participates in clinical governance activity and contributes to the improvement in quality of health outcomes through audit, risk management and the Quality and Outcomes Framework
• Participates in investigation of incidents and events as required.
• Identifies, applies, and disseminates research findings relating to own practice.
• Collects data for audit purposes and uses clinical audit to monitor quality in the service and implements change according to findings.
• Participates in clinical trials and equipment testing.

Quality

Under supervision and support of GPs in the practice, the post-holder will strive to maintain quality within the practices, and will:

• Participate in clinical governance activity and contribute to the improvement in quality of health outcomes through audit, risk management and the Quality and Outcomes Framework
• Alerts other team members to concerns about risk, quality, and safety.
• Participates in investigation of incidents and events as required.
• Contributes 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.
• Works effectively with individuals in other agencies to meet patients needs.
• Effectively manages own time, workload, and resources.
• Delivery of care in line with NSF, NICE guidelines, and evidence-based care

Person Specification

Skills

Essential

• Clinical leadership skills
• Communication skills, both written and verbal
• Communication of difficult messages to patients and families
• Negotiation and conflict management skills
• Change management.
• Teaching and mentorship within a clinical setting
• Resource management

Other

Essential

• Self-directed practitioner
• Highly motivated
• Flexibility
• Enthusiasm
• Collaborator
• You will be required to travel independently between care homes and PCN sites, therefore having access to your own reliable transport is essential. A full, clean UK driving licence (or equivalent) is required to safely and efficiently perform the duties of the role.

Qualifications

Essential

• Masters degree level in the relevant area of expertise
• For Advanced Clinical Practitioner Nurses only, have either graduated from a Centre for Advancing Practice accredited MSc advanced practice programme or completed the Centres ePortfolio (supported) Route.
• MSc in advanced practice or equivalent accreditation
• Independent prescribing qualification

Desirable

• Mentor/teaching qualification.
• Clinical supervision training and experience

Experience

Essential

• Significant post registration experience
• Recent primary or community experience
• Management of minor illness, minor ailments, and injuries
• Triage
• Compiling protocols and clinical guidelines
• Clinical Leadership
• Audit
• Research

Desirable

• Project management
• Health-needs assessment

Knowledge

Essential

• A clear understanding of the Multi-professional framework for advanced clinical practice in England (https://advanced-practice.hee.nhs.uk/wp-content/uploads/sites/28/2025/05/Multi-professional-framework-for-advanced-practice-in-England--Edition-2025.pdf)
• Advanced clinical practice skills
• Clinical examination skills
• Accountability of own role and other roles
• Management of patients with long-term conditions
• Management of patients with complex needs
• Local plan and national health policy
• Wider health economy
• Clinical governance issues in primary care
• Patient group directions and associated policy
• Knowledge/experience in general practice/elderly care or palliative care

Desirable

• Able to identify determinants on health in the area.
• Knowledge of public health issues in the area

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

West Kent Primary Care

Address

Hospice In The Weald

Maidstone Road

Pembury

Tunbridge Wells

Kent

TN2 4TA

United Kingdom

Employer's website

https://westkentprimarycare.co.uk/ (Opens in a new tab)