Job Description

JOB SUMMARY:

The purpose of the Reception Team Lead role is to supervise the reception team and ensure patients are able to access health services, including contacting or making an appointment to see a doctor in the appropriate manner depending on need.

They are expected to provide a high quality, professional reception and administrative service to patients, doctors, staff, colleagues, health service professionals and others, portraying the Practice in the highest possible professional manner.

The Reception Team Lead will provide day-to-day guidance to reception staff, oversee workload, and prepare and maintain the monthly reception rota to ensure adequate staffing cover. They must escalate any reception issues to the Operations Manager.

Flexibility is essential for this role, and the Reception Team Lead will be required to provide cover in reception during periods of staff holiday and sickness.

JOB RESPONSIBILITIES:

- Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice.

- Deal with all general enquiries, explain procedures and make new and follow-up appointments.

- Use your own judgment and communication skills.

- Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure procedures are completed.

- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.

- Enter requests for home visits into the clinical system, ensuring to carefully record all relevant details and referring to the rota doctor where necessary.

- Enter patient information on to the computer as required.

- Open and distribute incoming mail.

- Photocopy and shred documentation.

- Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.

- When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.

- Keep the reception area, noticeboards and leaflet dispensers tidy and free from obstructions and clutter.

- Supervise and support the reception team on a daily basis, providing guidance and ensuring work is carried out efficiently and to a high standard.

- Assist with the induction of new reception staff.

- Manage and produce the monthly reception rota, ensuring adequate staffing levels are maintained.

- Support reception team members in managing busy periods and resolving patient queries effectively.

- Oversee reception workload on a day-to-day basis.

- Process new patient registrations and action patient deductions.

- Any other delegated duties considered appropriate to the post.

WHAT YOU WILL NEED TO HAVE:

- Previous experience working in a GP practice or healthcare reception environment (essential).

- Strong leadership and supervisory skills.

- Ability to remain calm under pressure and manage competing demands.

- Proficient in IT systems relevant to GP practices.

x Excellent communication and interpersonal skills, with the ability to interact effectively and empathetically with patients.

x Highly organised, with strong time management and the ability to manage multiple tasks in a fast-paced environment.

x Demonstrated ability to work collaboratively within a team.

x A flexible and proactive attitude toward change and service improvement.

x A genuine passion for patient care.

x This role is subject to a DBS check.

BENEFITS

x Competitive holiday allowance.

x NHS pension scheme.

x Free car parking nearby.

CONFIDENTIALITY

In the course of their duties, receptionists will have access to confidential information relating to patients, their carers and relatives and colleagues within and outside the practice. They may also have access to information relating to the practice as a business. All such information from any source whatsoever will be treated as strictly confidential.

Information relating to patients, their carers and relatives and colleagues within and outside the practice and in relation to the practice as a business will only be shared in accordance with the practice's Confidentiality Policy, the Data Protection Act and the Freedom of Information Act and in such a way that personal and sensitive patient-identifiable data is protected.

HEALTH AND SAFETY

All staff will be aware of and comply with the practice's Health and Safety Policy. This will include:

x Minimising risk to self and others in the workplace.

x Identifying and reporting hazards/risks and contributing to control measures.

x Adhering to all relevant policies including infection control, cold chain

x Contribute to keeping the working area and patient areas tidy and free from hazards.

x Using protective equipment and clothing if necessary and in accordance with the practice's policy.

x Attending regular Health and Safety training.

EQUALITY AND DIVERSITY

Staff will comply with the practice's Equality and Diversity Policy, including:

- Recognising the rights of patients, carers, relatives and colleagues and respecting their needs, beliefs, privacy and dignity

- Not discriminating against patients, carers, relatives or colleagues on the grounds of any of the protected characteristics in the Equality Act 2010

COMPLAINTS

Staff will provide patients who wish to complain with a copy of the practice's complaints procedure and will explain how a patient should proceed if they want to complain face to face or in writing.

OTHER DUTIES

The Reception Team Lead may, from time to time, be asked to undertake other reasonable duties, with appropriate training, and it is expected that agreement to this will not be unreasonably withheld.

This job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out any reasonable duties which may be requested from time to time.

If you are a motivated, caring professional who thrives in a supportive team environment, we would love to hear from you.

September 2025

Job Types: Part-time, Permanent

Pay: 14.50 per hour

Expected hours: 33 per week

Benefits:

Free parking On-site parking
Language:

English (preferred)
Work Location: In person