Reception Team Leader

Lea Vale Medical Group

The closing date is 23 March 2025

Apply for this job

Job summary

We have a fantastic opportunity for someone to join our team as a Reception Team Leader.

You will support our dedicated reception team and lead by example to ensure our patients receive the best possible service from the Practice.

We are a CQC outstanding rated practice who believes in delivering high quality primary care services through effective teamwork and constant learning.

We are looking for staff who share the same teamworking ethics to join our team.

This role is suitable for someone with previous primary care management experience, or someone looking for their first step up in to a management role as we are very willing to train and develop someone with the appropriate passion and drive for this role.

If you are someone who likes a varied role and you are enthusiastic, caring and compassionate then apply now!

We can offer:

  • A comprehensive induction
  • Competitive Salary
  • NHS Pension
  • Support to guide your personal and professional development
  • Excellent training opportunities

Main duties of the job

To support the patient services manager and the receptionist team by communicating with patients, visitors and practice staff to ensure surgeries run smoothly. You will work closely with the patient services manager to ensure workflow processes are safe and robust.

About us

We are a 10 partner practice located in Luton and Ampthill, across 4 sites, serving the needs of around 45,000 patients.

We are looking for staff who share the same teamworking ethics to join our team.The successful candidate will be joining an innovative and proactive practice.

We learn from the past but are always looking to the future. This is true for when we look for new staff as well, your skills and experience will be what make you suitable for this role but we are more interested in your ideas for the future. How you want to develop yourself and how that will improve our practice and the service we offer to our patients.

Date posted

07 March 2025

Pay scheme

Other

Salary

£29,970 to £36,483 a year

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

A0676-25-0006

Job locations

9 Liverpool Road

Luton

LU1 1HH


Lea Vale Medical Group

311 Whipperley Ring

Luton

LU1 5QY


Bushmead Medical Centre

131 Bushmead Road

Luton

LU2 7YT


Job description

Job responsibilities

Reception staff leadership

Work in collaboration with senior staff to ensure workflow processes are safe and robust

Work with the Patient Services Manager to ensure all staff rotas are covered throughout the week

Lead by example in the navigation centres and front desks, depending on cover required

The success of our practice is down to our amazing workforce. Every single new member of staff recruited must share our visions and values, these must then be fostered and developed whilst in our employment. It will be the role of the Reception Team Leader to support reception staff in their development plans and to deliver on progression objectives

Patient appointments and advice (navigation)

Become the champion and knowledgeable expert of our Klinik online consultation system, ensuring patient queries are appropriately navigated with relevant appointments or advice provided

  • Training staff on the above

Branch cover

Provide front desk cover at our Bushmead, Whipperley or Oliver Street branch surgeries when required due to annual leave or sick leave

Knowledge of all local, on-site, policies and procedures

First line patient communication

Support staff with any patient complaints on-site, positively educating patients on how and why practice systems work

Admin process management

Work with the Patient Services Manager to ensure reception staff are covering all aspects of navigation admin, including klinik, tasks, emails and messages

Cover areas that are required

PLEASE SEE JOB DESCRIPTION AND PERSON SPECIFICATION FOR FULL DETAILS

We work with people to understand what being safe means to them as well as with our partners on the best way to achieve this. We concentrate on improving people's lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. We make sure we share concerns quickly and appropriately.

Job description

Job responsibilities

Reception staff leadership

Work in collaboration with senior staff to ensure workflow processes are safe and robust

Work with the Patient Services Manager to ensure all staff rotas are covered throughout the week

Lead by example in the navigation centres and front desks, depending on cover required

The success of our practice is down to our amazing workforce. Every single new member of staff recruited must share our visions and values, these must then be fostered and developed whilst in our employment. It will be the role of the Reception Team Leader to support reception staff in their development plans and to deliver on progression objectives

Patient appointments and advice (navigation)

Become the champion and knowledgeable expert of our Klinik online consultation system, ensuring patient queries are appropriately navigated with relevant appointments or advice provided

  • Training staff on the above

Branch cover

Provide front desk cover at our Bushmead, Whipperley or Oliver Street branch surgeries when required due to annual leave or sick leave

Knowledge of all local, on-site, policies and procedures

First line patient communication

Support staff with any patient complaints on-site, positively educating patients on how and why practice systems work

Admin process management

Work with the Patient Services Manager to ensure reception staff are covering all aspects of navigation admin, including klinik, tasks, emails and messages

Cover areas that are required

PLEASE SEE JOB DESCRIPTION AND PERSON SPECIFICATION FOR FULL DETAILS

We work with people to understand what being safe means to them as well as with our partners on the best way to achieve this. We concentrate on improving people's lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. We make sure we share concerns quickly and appropriately.

Person Specification

Skills and Abilities

Essential

  • Passion for developing self and colleagues
  • Evidence of innovation in previous roles
  • Strong communication skills with evidence of multi-layer communication in the past
  • Multi-tasking
  • Organisation skills
  • Ability to exercise sound judgement when faced with conflicting pressures

Experience

Essential

  • Primary care experience
  • Line management experience
  • Involvement in patient or customer services
  • Teamworking environments

Desirable

  • Complaints management

Qualifications

Desirable

  • Degree level or equivalent
Person Specification

Skills and Abilities

Essential

  • Passion for developing self and colleagues
  • Evidence of innovation in previous roles
  • Strong communication skills with evidence of multi-layer communication in the past
  • Multi-tasking
  • Organisation skills
  • Ability to exercise sound judgement when faced with conflicting pressures

Experience

Essential

  • Primary care experience
  • Line management experience
  • Involvement in patient or customer services
  • Teamworking environments

Desirable

  • Complaints management

Qualifications

Desirable

  • Degree 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

Lea Vale Medical Group

Address

9 Liverpool Road

Luton

LU1 1HH


Employer's website

https://www.leavale.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Lea Vale Medical Group

Address

9 Liverpool Road

Luton

LU1 1HH


Employer's website

https://www.leavale.nhs.uk/ (Opens in a new tab)

For questions about the job, contact:

Staff Development Manager

Elaine Bigham

elaine.bigham@nhs.net

01582310050

Date posted

07 March 2025

Pay scheme

Other

Salary

£29,970 to £36,483 a year

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

A0676-25-0006

Job locations

9 Liverpool Road

Luton

LU1 1HH


Lea Vale Medical Group

311 Whipperley Ring

Luton

LU1 5QY


Bushmead Medical Centre

131 Bushmead Road

Luton

LU2 7YT


Supporting documents

Privacy notice

Lea Vale Medical Group's privacy notice (opens in a new tab)