Job Description

Key ResponsibilitiesTeam Supervision & Leadership Lead and supervise the reception team, ensuring adequate staffing levels and effective rota management. Support recruitment, induction, training, and appraisal of reception staff in line with practice policies. Provide mentoring, motivation, and performance management to ensure a high standard of patient service. Conduct regular team meetings and ensure clear communication of updates, policies, and procedures.



Operational Management Ensure reception services operate smoothly and efficiently during all opening hours. Monitor patient flow, appointment bookings, and triage processes to optimise access and service delivery in line with NHS Englands Access to General Practice standards. Handle and resolve patient complaints or concerns in a timely, professional, and empathetic manner. Ensure all reception-related policies (e.g.



confidentiality, data protection, safeguarding) are followed. Quality & Compliance Assist in the implementation of NICE and CQC standards relating to reception and patient access. Monitor call handling, appointment scheduling, and other KPIs to ensure continuous improvement. Conduct audits (e.g.



reception efficiency, waiting times) and contribute to CQC readiness. Maintain accurate records of incidents, complaints, and staff performance issues. IT & Administration Ensure that patient records, appointment systems, and administrative tasks are managed accurately and efficiently using clinical software systems (e.g. EMIS, SystmOne).



Liaise with clinical and non-clinical teams to ensure smooth communication and coordination. Support the Practice Manager with projects, reports, and service development initiatives.