Frontline Supervisor

The closing date is 31 October 2026 Parchmore Medical Centre provides GP services to almost 15,000 patients in Thornton Heath. We are an innovative, forward thinking, multi -award winning GP training practice, with a committed team. We provide multi-professional teaching. FRONTLINE SUPERVISOR -25 hours per week. This role ensures that visitors and clients are received in an excellent and professional manner and that all reception areas operate a high quality service at all times, ensuring the seamless delivery of Front of House services. The two Frontline Supervisors will work together to cover the opening hours of the practice and provide some additional cover when one is away. Shifts will range between 7:45 - 18:30 Monday - Friday Under the guidance of the Service Lead, the Frontline Supervisors will continually review the operational plans ahead to ensure adequate cover and monitor appointment screens to ensure processes and bookings are running efficiently Qualities we are looking for: must be flexible with working hours have excellent customer service skills be a good communicator have supervisory skills able to cope under pressure Main duties of the job To supervise the professional greeting of clients and visitors, to the highest standards Ensure efficiency of appointment systems and monitor flow of patients Ensure that patients without appointments but who require urgent consultationare seen in accordance with the Urgent Care protocol. Ensure that requests for home visits and urgent appointments are dealt with efficiently policy. Ensure that regular patient satisfaction surveys are undertaken and reported to improve the quality of service provided to our patients. Contribute to the regular production of the Practice newsletters Ensure that the other patient feedback is incorporated into Practices standards to improve services in conjunction with Senior Leadership Team Attend staff meetings as the point of contact for reception Regularly contribute to the delivery of the above programmes by bringing new ideas to the workplace. Supervision of reception staff Assist with recruitment, induction, training and appraisals of frontline patient coordinators Leading, monitoring, motivating and inspiring the team; providing guidance and support. On-going development of skills and knowledge for the FOH team. Ensure that prescription requests are processed accurately and efficiently and in a timely manner in accordance with practice policy. We are a group practice that strives to provide high quality medical care and offer a personal approach. All staff are committed to constantly improving the service we provide to ensure the service we offer to patients is clinically excellent as well as innovative and forward thinking. We have led on an exciting transformational Social Prescribing programme with the aim being to improve local community involvement in health and reduce dependency on health services. There are opportunities to get involved in other Quality Improvement projects. Our practice team consists of a large non clinical team, Practice Pharmacists, Physicians Associates, 5 Practice Nurses, 3 HCAs, 5 Partners and 9 Salaried GPs. We value our large workforce and seek opportunities for improving everyone's well being. We have regular social events such as quiz evenings, BBQ, Xmas party and an extra day's leave is given for birthdays. We offer a competitive package with support for development. Parchmore Medical Centre JOB DESCRIPTION FOR THE POST OF Frontline Supervisors 2 posts 25 hours each per week REPORTS TO: Service Lead BASE: Parchmore Medical Centre To ensure that visitors and clients are received in an excellent and professional manner and that all reception areas operate a high quality service at all times, ensuring the seamless delivery of Front of House services. Work together with other Frontline Supervisor to cover the opening hours of the practice and provide cover when colleague is on leave To continually review the operational plans ahead to ensure adequate cover and monitor appointment screens to ensure processes and bookings are running efficiently Greet locums and provide induction Oversee PCN Advanced Access Hub requirements in terms of rooms and frontline staff Job Responsibilities: To supervise the professional greeting of clients and visitors, to the highest standards. To manage appointments ensuring that the team are processing all enquiries accurately, whether in person or via the telephone Ensure efficiency of appointment systems and monitor flow of patients into consulting Organise room allocations and changes. Co-ordinate Clinician availability in conjunction with the Service Lead and Lead Nurse Update appointments system for leave/duty changes, in accordance with the Service Lead/Lead Nurse To support the development and implementation of professional standards for the greeting and management of reception services to our customers, with the Senior Leadership Team. Support and deal with complaints in accordance with the Practices Complaints procedure, referring to the Service Lead and Quality & Finance Manager as appropriate. Explain Practice arrangements and formal requirements to new patients, and ensure their smooth and efficient registration. Advise patients of relevant charges for private services, accept payment and Ensure that patients without appointments but who require urgent consultation are seen in accordance with the Urgent Care protocol. Ensure that requests for home visits and urgent appointments are dealt with efficiently and in accordance with practice policy. Ensure that regular patient satisfaction surveys are undertaken and reported to improve the quality of service provided to our patients. Contribute to the regular production of the Practice newsletters and ensure that they are regularly accessible by the patients. Ensure that the other patient feedback is incorporated into Practices standards as far as possible to improve services in conjunction with Senior Leadership Team Attend staff meetings as the point of contact for reception as appropriate. Regularly contribute to the delivery of the above programmes by bringing new ideas to the workplace. Assist with recruitment, induction and training of frontline patient coordinators Organise duty rotas in relation to leave requests from the frontline patient coordinator team. Assist with appraisals and performance management of staff, including monthly meetings. Leading, monitoring, motivating and inspiring the team; providing guidance and support. Review of existing standards and procedures while implementing new best practices to ensure a seamless delivery of Front of House Services meeting telephone and access targets On-going development of skills and knowledge for the FOH team. Work in conjunction with the Service Lead to ensure that all paperwork (incoming and outgoing) is processed efficiently and accurately. Work with the Service Lead to ensure coordination and support as appropriate for practice recall programmes. Ensure that prescription requests are processed accurately and efficiently and in a timely manner in accordance with practice policy. Information Technology Have full understanding of patient appointment and registration system, including the telephony systems. Have a working knowledge of all pertinent software and hardware, including Docman, Accurx, and EMIS web as required by the job role. Deal with IT problems in the first instance relating to the frontline team or clinicians and liaise as appropriate with the Digital Lead and/or Service Lead. Ensure consulting rooms are stocked with appropriate secured paperwork prior to consulting sessions. Deal with opening and closing of the building, ensuring all security/alarms systems are in place, including all windows and doors, and lighting and IT systems are adequately secured. Ensure that the Clinical and non-clinical staff as well as the senior leadership team are kept fully informed of changes in procedures, and issues arising from the front of house team in a timely way. Act as a central source of information, for both patients and Practice staff with respect to Front of house issues. While 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 Partnership 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 Partnership may only be divulged to authorised persons in accordance with the policies and procedures relating to confidentiality and the protection of personal and sensitive data. 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 Partnership 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 Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work. The post-holder will strive to maintain quality within the Partnership, 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. 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. This job description is designed to reflect duties currently incorporated in this post. These may change in light of a change in the service provided by the Partnership, but any such change will be fully discussed with the post holder. This job description is subject to an annual review. JOB DESCRIPTION FOR THE POST OF Frontline Supervisors 2 posts 25 hours each per week REPORTS TO: Service Lead BASE: Parchmore Medical Centre To ensure that visitors and clients are received in an excellent and professional manner and that all reception areas operate a high quality service at all times, ensuring the seamless delivery of Front of House services. Work together with other Frontline Supervisor to cover the opening hours of the practice and provide cover when colleague is on leave To continually review the operational plans ahead to ensure adequate cover and monitor appointment screens to ensure processes and bookings are running efficiently Greet locums and provide induction Oversee PCN Advanced Access Hub requirements in terms of rooms and frontline staff Job Responsibilities: To supervise the professional greeting of clients and visitors, to the highest standards. To manage appointments ensuring that the team are processing all enquiries accurately, whether in person or via the telephone Ensure efficiency of appointment systems and monitor flow of patients into consulting Organise room allocations and changes. Co-ordinate Clinician availability in conjunction with the Service Lead and Lead Nurse Update appointments system for leave/duty changes, in accordance with the Service Lead/Lead Nurse To support the development and implementation of professional standards for the greeting and management of reception services to our customers, with the Senior Leadership Team. Support and deal with complaints in accordance with the Practices Complaints procedure, referring to the Service Lead and Quality & Finance Manager as appropriate. Explain Practice arrangements and formal requirements to new patients, and ensure their smooth and efficient registration. Advise patients of relevant charges for private services, accept payment and Ensure that patients without appointments but who require urgent consultation are seen in accordance with the Urgent Care protocol. Ensure that requests for home visits and urgent appointments are dealt with efficiently and in accordance with practice policy. Ensure that regular patient satisfaction surveys are undertaken and reported to improve the quality of service provided to our patients. Contribute to the regular production of the Practice newsletters and ensure that they are regularly accessible by the patients. Ensure that the other patient feedback is incorporated into Practices standards as far as possible to improve services in conjunction with Senior Leadership Team Attend staff meetings as the point of contact for reception as appropriate. Regularly contribute to the delivery of the above programmes by bringing new ideas to the workplace. Assist with recruitment, induction and training of frontline patient coordinators Organise duty rotas in relation to leave requests from the frontline patient coordinator team. Assist with appraisals and performance management of staff, including monthly meetings. Leading, monitoring, motivating and inspiring the team; providing guidance and support. Review of existing standards and procedures while implementing new best practices to ensure a seamless delivery of Front of House Services meeting telephone and access targets On-going development of skills and knowledge for the FOH team. Work in conjunction with the Service Lead to ensure that all paperwork (incoming and outgoing) is processed efficiently and accurately. Work with the Service Lead to ensure coordination and support as appropriate for practice recall programmes. Ensure that prescription requests are processed accurately and efficiently and in a timely manner in accordance with practice policy. Information Technology Have full understanding of patient appointment and registration system, including the telephony systems. Have a working knowledge of all pertinent software and hardware, including Docman, Accurx, and EMIS web as required by the job role. Deal with IT problems in the first instance relating to the frontline team or clinicians and liaise as appropriate with the Digital Lead and/or Service Lead. Ensure consulting rooms are stocked with appropriate secured paperwork prior to consulting sessions. Deal with opening and closing of the building, ensuring all security/alarms systems are in place, including all windows and doors, and lighting and IT systems are adequately secured. Ensure that the Clinical and non-clinical staff as well as the senior leadership team are kept fully informed of changes in procedures, and issues arising from the front of house team in a timely way. Act as a central source of information, for both patients and Practice staff with respect to Front of house issues. While 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 Partnership 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 Partnership may only be divulged to authorised persons in accordance with the policies and procedures relating to confidentiality and the protection of personal and sensitive data. 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 Partnership 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 Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work. The post-holder will strive to maintain quality within the Partnership, 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. 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. This job description is designed to reflect duties currently incorporated in this post. These may change in light of a change in the service provided by the Partnership, but any such change will be fully discussed with the post holder. This job description is subject to an annual review. Numerate and IT literate including use of Microsoft Office O/GCSE/CSE level qualification in English and Maths or equivalent A demonstrable commitment to professional development A recognised IT Qualification ie ECDL or experience in using Word and Excel at intermediate level Proven experience in reception/administration Experience of Microsoft Office software Previous supervisory experience Dealing with external organisation at management level. Experience of dealing with members of the public Customer Service experience Previous work experience at a GP Practice Experience of clinical systems Knowledge/Skills/Qualities/Attributes Ability to understand & learn new software Familiar with emailing and the internet Ability to work autonomously and initiate / self direct own workload An understanding, acceptance and adherence to the need for strict confidentiality Ability to use own judgement, 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 under pressure and remain calm Able to work in a changing environment Able to use own initiative Flexible and adaptable Knowledge of appointment system Numerate and IT literate including use of Microsoft Office O/GCSE/CSE level qualification in English and Maths or equivalent A demonstrable commitment to professional development A recognised IT Qualification ie ECDL or experience in using Word and Excel at intermediate level Proven experience in reception/administration Experience of Microsoft Office software Previous supervisory experience Dealing with external organisation at management level. Experience of dealing with members of the public Customer Service experience Previous work experience at a GP Practice Experience of clinical systems Knowledge/Skills/Qualities/Attributes Ability to understand & learn new software Familiar with emailing and the internet Ability to work autonomously and initiate / self direct own workload An understanding, acceptance and adherence to the need for strict confidentiality Ability to use own judgement, 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 under pressure and remain calm Able to work in a changing environment Able to use own initiative Flexible and adaptable Knowledge of appointment system 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. Parchmore Medical Centre https://www.parchmoremedicalcentre.co.uk/ (Opens in a new tab) Parchmore Medical Centre https://www.parchmoremedicalcentre.co.uk/ (Opens in a new tab) Employer contact details For questions about the job, contact: Group Operational Manager brian.dickens@nhs.net Parchmore Medical Centre The Parchmore Group's privacy notice (opens in a new tab)