Reception Team Lead

Job description

Job responsibilities

Main Duties and Responsibilities

Leadership and Management

• Lead, motivate, and support the reception team to deliver a professional, responsive, and caring service to all patients.
• Oversee the day-to-day running of the reception area, ensuring adequate staffing levels and fair workload distribution.
• Manage routine HR matters, including rotas, absence management, inductions and training
• Conduct regular one-to-one meetings and team meetings to communicate updates, share good practice, and address any issues or training needs.
• Ensure all reception staff comply with practice policies, procedures, and confidentiality requirements (including GDPR).

Operational Efficiency

• Maintain and review reception systems and processes to ensure they function effectively and support the smooth operation of the practice.
• Identify and implement service improvements to enhance patient experience and workflow efficiency.
• Support the implementation of new technologies or systems within the reception area, including updates to clinical systems and online services.
• Ensure reception cover is maintained during opening hours, managing breaks and rotas effectively.
• Complete any other duties per service requirements.
• Cover reception duties as and when required.

Communication and Collaboration

• Act as the primary link between the reception team, management, and clinical staff.
• Represent the reception team at practice meetings, providing updates and feedback.
• Communicate changes in procedures, systems, or policies clearly and promptly to the reception team.
• Promote a culture of teamwork, respect, and collaboration across all staff groups.

Patient Care and Customer Service

• Ensure patients receive a friendly, professional, and efficient service at all times.
• Handle patient enquiries, feedback, and complaints courteously and effectively, escalating when appropriate.
• Support the reception team in managing appointment bookings, repeat prescriptions, and other administrative tasks in line with practice policies.
• Encourage a culture of empathy, confidentiality, and continuous improvement in patient interactions.

Person Specification

Qualifications

Essential

• Good standard of written and spoken English
• NVQ in Business Administration or Customer Service or equivalent experience

Desirable

• Team Leading or Leadership qualification (or working towards)

Experience

Essential

• 3+ years' experience in a GP Practice reception setting
• Experience of using EMIS clinical system

Desirable

• Experience of leading a team or demonstratable skills/experience of leading in a non-leadership role
• Experience of working in a total-triage setting

Knowledge Skills and Competencies

Essential

• Strong and demonstrable understanding of general practice operations and patient pathways
• Competent in the use of office and outlook
• Excellent understanding of data protection and confidentiality
• Effective team player
• Capable of working autonomously
• Flexible approach to meet service needs
• Commitment to ongoing professional development
• Excellent time management and prioritisation skills
• Adaptability and flexibility in response to change
• Ability to lead change in a positive manner
• Ability to use initiative but recognise own limitations and escalate appropriately

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

East Wing Surgery

Address

Wear Street

Jarrow

Tyne And Wear

NE32 3UX

Employer's website

http://eastwingsurgery.nhs.uk (Opens in a new tab)