Job summary
Due to our Lead Receptionist emigrating to pastures new.
30 Kingsway Surgery are seeking a proactive, organised and patient focused Lead Receptionist to join our small but, busy GP
practice. The successful candidate will provide day today supervision of the
reception team, ensuring high quality patient service, smooth operational flow,
and effective communication across the practice.
You
will act as the first point of escalation for reception queries, support the
deputy Practice Manager and Practice Manager with administrative responsibilities, and help drive
improvements in patient access and experience.
Excellent
I.T. skills are required. Our clinical system is EMIS web.
There will be
some lone working, and you may be responsible for opening/closing the building.
Hours: 30 hours
per week over 5 days.
You will be
required to cover for sickness and holidays.
Hours are subject
to changes, sometimes the changes can be within hours with sickness cover.
Main duties of the job
Key
Responsibilities
- Reception
& Patient Services
- Ensure the reception team delivers a professional, efficient and
compassionate service to patients at all times.
- Oversee daily reception duties, including appointment booking,
telephone triage support, and patient enquiries.
- Handle complex or sensitive patient issues, resolving them promptly
or escalating when needed.
- Maintain confidentiality and adhere to GDPR and practice policies.
Team
Leadership & Supervision
- Line-manage the reception team, including induction, training,
supervision, and performance support.
- Coordinate daily staffing rotas, breaks, and cover arrangements.
- Provide ongoing support, coaching, and guidance to ensure
consistency and high standards.
- Lead reception team meetings and contribute to wholepractice
communication.
Operational
Administration
- Ensure the reception workflow is effective, organised and compliant
with practice protocols.
- Maintain and update standard operating procedures for reception
tasks.
- Work with the Deputy Practice Manager and Practice Manager to improve patient access,
appointment systems, and frontdesk processes.
- Monitor inboxes, tasks, and requests to ensure timely action by the
reception team.
- Support with registration processes, online services, and patient
record updates.
About us
We are a small,
friendly GP practice serving over 6,000 patients in the local
community. Our size allows us to provide personalised, accessible care with a
strong focus on building lasting relationships with our patients. We pride
ourselves on delivering high-quality, patient-centred services in a welcoming
and supportive environment.
Our experienced team includes 3 GPs, 1 ANP, 1 nurse, 1
healthcare assistant, and administrative staff who work collaboratively to
provide a comprehensive range of primary care services. These services include
routine health checks, chronic disease management, childhood immunisations,
minor illness treatment and health promotion.
Located in Waterloo, Liverpool, our practice is committed to
making healthcare accessible and convenient.
Job description
Job responsibilities
Key Responsibilities
Reception and Patient Services
- Ensure the reception team delivers a professional, efficient and compassionate service to patients at all times.
- Oversee daily reception duties, including appointment booking, telephone triage support, and patient enquiries.
- Handle complex or sensitive patient issues, resolving them promptly or escalating when needed.
- Maintain confidentiality and adhere to GDPR and practice policies.
- Deal with complaints and escalate if necessary.
- Team Leadership and Supervision
- Line-manage the reception team, including induction, training, supervision, and performance support.
- Coordinate daily staffing rotas, breaks, and cover arrangements.
- Provide ongoing support, coaching, and guidance to ensure consistency and high standards.
- Lead reception team meetings and contribute to whole practice communication.
Operational Administration
- Ensure the reception workflow is effective, organised and compliant with practice protocols.
- Maintain and update standard operating procedures for reception tasks.
- Work with the Deputy Practice Manager and Practice Manager to improve patient access, appointment systems, and frontdesk processes.
- Monitor inboxes, tasks, and requests to ensure timely action by the reception team.
- Support with registration processes, online services, and patient record updates.
Quality, Safety and Compliance
- Ensure reception staff follow infection control, safeguarding, and health & safety requirements.
- Participate in audits, patient experience reviews, and complaint investigations.
- Maintain accurate records and contribute to CQC compliance in the reception/administration area.
Communication and Collaboration
- Act as a key liaison between reception, the clinical team, and management.
- Support the dissemination of information to the reception team.
- Promote a positive, patient centred culture across the practice.
Job description
Job responsibilities
Key Responsibilities
Reception and Patient Services
- Ensure the reception team delivers a professional, efficient and compassionate service to patients at all times.
- Oversee daily reception duties, including appointment booking, telephone triage support, and patient enquiries.
- Handle complex or sensitive patient issues, resolving them promptly or escalating when needed.
- Maintain confidentiality and adhere to GDPR and practice policies.
- Deal with complaints and escalate if necessary.
- Team Leadership and Supervision
- Line-manage the reception team, including induction, training, supervision, and performance support.
- Coordinate daily staffing rotas, breaks, and cover arrangements.
- Provide ongoing support, coaching, and guidance to ensure consistency and high standards.
- Lead reception team meetings and contribute to whole practice communication.
Operational Administration
- Ensure the reception workflow is effective, organised and compliant with practice protocols.
- Maintain and update standard operating procedures for reception tasks.
- Work with the Deputy Practice Manager and Practice Manager to improve patient access, appointment systems, and frontdesk processes.
- Monitor inboxes, tasks, and requests to ensure timely action by the reception team.
- Support with registration processes, online services, and patient record updates.
Quality, Safety and Compliance
- Ensure reception staff follow infection control, safeguarding, and health & safety requirements.
- Participate in audits, patient experience reviews, and complaint investigations.
- Maintain accurate records and contribute to CQC compliance in the reception/administration area.
Communication and Collaboration
- Act as a key liaison between reception, the clinical team, and management.
- Support the dissemination of information to the reception team.
- Promote a positive, patient centred culture across the practice.
Person Specification
Qualifications
Essential
- Experience working in a GP practice or healthcare reception/administration setting
- Strong communication and interpersonal skills
- Ability to lead, motivate, and support a team
- Excellent organisational and problem solving abilities
- Confident using the clinical systems EMIS Web
- Able to remain calm under pressure and manage conflicting priorities
- Commitment to confidentiality, professionalism, and patient service
Desirable
- Previous supervisory or team leader experience
- Experience managing rotas
- Knowledge of NHS processes, Read coding and appointment systems
- Understanding of safeguarding, GDPR, and CQC requirements
Person Specification
Qualifications
Essential
- Experience working in a GP practice or healthcare reception/administration setting
- Strong communication and interpersonal skills
- Ability to lead, motivate, and support a team
- Excellent organisational and problem solving abilities
- Confident using the clinical systems EMIS Web
- Able to remain calm under pressure and manage conflicting priorities
- Commitment to confidentiality, professionalism, and patient service
Desirable
- Previous supervisory or team leader experience
- Experience managing rotas
- Knowledge of NHS processes, Read coding and appointment systems
- Understanding of safeguarding, GDPR, and CQC requirements
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.
