Job summary
The Reception Team
Leader plays a pivotal role in ensuring the smooth operation of the front desk
services. Working collaboratively with another team leader, this position
involves managing a team of 18 receptionists, overseeing daily administrative
functions, and ensuring high-quality patient interactions. The role requires
strong leadership, excellent organizational skills, and the ability to
troubleshoot both procedural and IT-related issues.
Main duties of the job
We are seeking an organised and proactive Reception Team Lead to oversee the daily operations of our busy reception. The postholder will supervise and support a team of 18 receptionists, ensuring efficient workflow, compliance with protocols, and effective communication across the practice. They will coordinate and approve leave, arrange cover, lead staff inductions, organise training, and conduct annual appraisals.
The candidate will provide operational and IT troubleshooting support, maintain and update reception procedures, and coordinate the medical student programme in liaison with external partners. They will assist with basic premises or workstation adjustments, provide cover when required, and lead occasional project work such as developing training materials and documentation.
The successful candidate will chair regular team meetings, manage complex patient enquiries and complaints, and act as a key liaison between reception, clinical, and administrative teams. They will also support appointment scheduling, maintain accurate procedural documentation, assist nursing administration with recalls and compliance tasks, and oversee aspects of EMIS workflow distribution.
This is a hands-on leadership role requiring strong communication, organisational, and problem-solving skills, with a focus on teamwork and service excellence.
About us
Phoenix Family Practice is a GP Practice that serves the population of Weybridge and neighbouring areas of Addlestone and Hersham. We are situated on the high street with easy parking and even simpler access to the high street.
Job description
Job responsibilities
1. Staff Leadership
- Team Oversight: Supervise and
support a team of 18 receptionists, ensuring efficient workflow and
adherence to practice protocols.
- Leave Scheduling: Coordinate,
approve and record staff leave, arrange cover and ensure adequate capacity
at all times.
- Training & Development: Conduct staff
inductions, organise training, and facilitate annual appraisals.
- Disciplinary Procedures: Address
performance issues and implement disciplinary actions in line with HR
policies with the support of the Practice Manager
2. Operational Support
- IT and Process troubleshooting: Resolve
day-to-day procedural and IT-related issues promptly to minimize
disruptions.
- Procedure: Create or maintain
and update a reception procedures list, ensuring all staff are informed of
changes.
- Student Programme: Liaise with
medical school, medical students and neighbouring practices to set times
for tutorials, meetings and onboard/induct students.
- Premises/Workstations: Assist in occasional basic maintenance, cleaning and moving of
premises and or workstations.
- Capacity assistance: Assist with reception cover to manage unexpected issues with
capacity.
- Project Work: The reception lead will be expected to undertake some occasional
project work where they can see through the planning and delivery of
project work. This could for example encompass the development of a
training programme and documentation. Contribution to policy work. Or assisting
with the rollout of entirely new projects.
3. Communication & Coordination
- Team Meetings: Organise and
chair regular reception team meetings to discuss updates, address
concerns, and promote team cohesion.
- Liaison: Act as a
point of contact between the reception team and other departments,
facilitating effective communication.
- Patient Interaction: Handle
complex patient inquiries and complaints, ensuring a high standard of
customer service.
4. Administrative Duties
- Scheduling: Assist in
managing the appointment system, ensuring optimal utilisation of clinical
staff time.
- Documentation: Oversee
accurate processes and procedures by maintaining repository of information
on team process, policy and updates
- Nursing Administration: Assist the
nursing team with oversight of all nursing adjacent responsibilities
including multiple recall systems and practical or compliance issues (such
as fridge checking).
- EMIS Workflow Distribution
Oversight: Manage, maintain and action some EMIS distribution
processes.
Job description
Job responsibilities
1. Staff Leadership
- Team Oversight: Supervise and
support a team of 18 receptionists, ensuring efficient workflow and
adherence to practice protocols.
- Leave Scheduling: Coordinate,
approve and record staff leave, arrange cover and ensure adequate capacity
at all times.
- Training & Development: Conduct staff
inductions, organise training, and facilitate annual appraisals.
- Disciplinary Procedures: Address
performance issues and implement disciplinary actions in line with HR
policies with the support of the Practice Manager
2. Operational Support
- IT and Process troubleshooting: Resolve
day-to-day procedural and IT-related issues promptly to minimize
disruptions.
- Procedure: Create or maintain
and update a reception procedures list, ensuring all staff are informed of
changes.
- Student Programme: Liaise with
medical school, medical students and neighbouring practices to set times
for tutorials, meetings and onboard/induct students.
- Premises/Workstations: Assist in occasional basic maintenance, cleaning and moving of
premises and or workstations.
- Capacity assistance: Assist with reception cover to manage unexpected issues with
capacity.
- Project Work: The reception lead will be expected to undertake some occasional
project work where they can see through the planning and delivery of
project work. This could for example encompass the development of a
training programme and documentation. Contribution to policy work. Or assisting
with the rollout of entirely new projects.
3. Communication & Coordination
- Team Meetings: Organise and
chair regular reception team meetings to discuss updates, address
concerns, and promote team cohesion.
- Liaison: Act as a
point of contact between the reception team and other departments,
facilitating effective communication.
- Patient Interaction: Handle
complex patient inquiries and complaints, ensuring a high standard of
customer service.
4. Administrative Duties
- Scheduling: Assist in
managing the appointment system, ensuring optimal utilisation of clinical
staff time.
- Documentation: Oversee
accurate processes and procedures by maintaining repository of information
on team process, policy and updates
- Nursing Administration: Assist the
nursing team with oversight of all nursing adjacent responsibilities
including multiple recall systems and practical or compliance issues (such
as fridge checking).
- EMIS Workflow Distribution
Oversight: Manage, maintain and action some EMIS distribution
processes.
Person Specification
Experience
Essential
- Experience of working with patients in an NHS Setting
- Ability to educate and work constructively with colleagues
- Strong understanding of IT, including Office 365 Products
- Understanding of CQC compliance
- Self-starting attitude
Desirable
- Experience Working in a GP Practice
- Experience with EMIS Web and a triage software ( E.g., Accurx, Anima, RapidHealth)
Person Specification
Experience
Essential
- Experience of working with patients in an NHS Setting
- Ability to educate and work constructively with colleagues
- Strong understanding of IT, including Office 365 Products
- Understanding of CQC compliance
- Self-starting attitude
Desirable
- Experience Working in a GP Practice
- Experience with EMIS Web and a triage software ( E.g., Accurx, Anima, RapidHealth)
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.
