Job summaryAn exciting opportunity has arisen for an experienced and motivated Reception Lead / Patient Services Supervisor to join our friendly and supportive team at Chelsfield Surgery. This is a key leadership role responsible for overseeing the day-to-day running of reception services, supporting and developing staff, and ensuring patients receive an excellent level of service. The successful candidate will play an important role in driving operational performance, supporting quality improvement initiatives, and working alongside clinicians and management to achieve practice objectives including QOF and enhanced services. We are looking for a positive, organised and proactive individual with previous General Practice experience, strong leadership skills and the ability to thrive in a busy environment
Main duties of the jobThe post holder will supervise and support the reception and administrative team, oversee daily operations, manage staff performance and training, coordinate patient recalls, support QOF achievement, run EMIS searches, monitor data quality, assist with rota management, handle patient queries and escalations, and contribute to service improvement projects. The role requires close working with GPs, nurses and the wider multidisciplinary team to ensure efficient practice operations and an excellent patient experience.
About usChelsfield Surgery is situated in Orpington, Bromley. The surgery has a variety of clinical skill mix as we as being a teaching practice.
We are a part of Orpington PCN, and has plenty of support through ARRS roles.
Our team consist of 2 GP Partners , 1 Salaried GPs, 1 Advanced Nurse Practitioners, 2 Practice Nurses, 1 Sexual Health Nurse, 1 HCA, a Paramedic, Pharmacy Technician, Social Prescriber, Mental health Practitioner, Care Coordinators, physiotherapist, podiatrist and a fantastic administrative support team.
We are a training practice with 1 GP trainers with GP registrars.
Job responsibilitiesJob SummaryAn exciting opportunity has arisen for an experienced and motivated Reception Lead / Patient Services & QOF Lead to join Chelsfield Surgery.
The successful candidate will be responsible for the day-to-day leadership and management of the reception and administrative team, ensuring the delivery of high-quality patient services while supporting the practice in achieving Quality and Outcomes Framework (QOF) targets and other contractual requirements.
The post holder will work closely with the Practice Manager, Partners and clinical team to improve patient experience, maintain efficient operational processes and support service development across the practice.
Main Duties and ResponsibilitiesReception Team Leadership- Supervise and support all reception and administrative staff.
- Ensure reception services operate efficiently and professionally.
- Act as the first point of escalation for patient and staff concerns.
- Assist with recruitment, induction and training of new staff.
- Carry out staff supervision and performance monitoring.
- Support rota management and operational planning.
- Promote a positive and supportive team culture.
QOF and Recall Management- Lead QOF recall and patient review programmes.
- Run EMIS Web and Ardens searches to identify outstanding activity.
- Monitor QOF performance and achievement.
- Work with clinicians to close gaps in patient care.
- Ensure disease registers are maintained accurately.
- Support vaccination, screening and enhanced service recall campaigns.
- Monitor and improve data quality and clinical coding.
Operational Responsibilities- Support implementation of practice policies and procedures.
- Monitor appointment capacity and patient flow.
- Support care navigation and total triage processes.
- Assist with complaint handling and patient feedback.
- Ensure compliance with confidentiality, GDPR and information governance requirements.
- Support quality improvement and service development projects.
Person SpecificationEssential- Previous experience working within General Practice.
- Experience supervising or leading a reception or administrative team.
- Knowledge of EMIS Web.
- Understanding of QOF, recalls and data quality.
- Excellent communication and organisational skills.
- Ability to prioritise workload and work under pressure.
- Strong IT skills.
Desirable- Experience using Ardens.
- Knowledge of Enhanced Services.
- Experience producing reports and analysing performance data.
- Experience supporting service improvement projects.
Working Pattern35-37.5 hours per week.
Benefits- NHS Pension Scheme
- Free on-site parking
- Supportive and friendly working environment
- Training and development opportunities
- Opportunity to work within a forward-thinking training practice
This role offers an excellent opportunity for an experienced GP receptionist, patient services lead or reception supervisor looking to develop their career within a busy and supportive General Practice.
Person SpecificationQualificationsEssential- GCSE Grade C/4 or above in English and Mathematics (or equivalent)
- Previous experience working within a General Practice setting
- Experience supervising or leading a reception or administrative team
- Good IT skills, including use of Microsoft Office applications
- Knowledge and understanding of QOF and patient recall processes
- Experience using clinical systems such as EMIS Web
Desirable- ILM Team Leader/Supervisory Qualification or equivalent
- Experience using Ardens
- Experience of running QOF searches and reports
- Understanding of Enhanced Services and NHS contractual requirements
- Experience of staff training and performance management
- Knowledge of Care Navigation and Total Triage models
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. 
