Reception Lead

Job description

Job responsibilities

Patient Access & Call Handling

• Manage all aspects of patient access to ensure patient calls are answered in a timely and professional manner
• Oversee and manage daily call boards, monitoring demand and call volumes in real time
• Ensure appropriate staffing and escalation to maintain safe service delivery during peak demand
• Implement and maintain systems to improve patient access and experience

Telephone, eConsultation & AI Audits

• Conduct regular telephone audits to review call answering times, call outcomes, and staff performance
• Lead eConsultation audits, assessing demand trends, response times, and patient outcomes
• Carry out audits of AI-supported access or triage tools to ensure safe, effective, and compliant use
• Analyse audit data, produce reports, and implement action plans to meet access and performance targets
• Share findings with the management team and contribute to service improvement initiatives

Staff Management & Appraisals

• Line-manage the reception team, providing day-to-day supervision and support
• Conduct staff appraisals, setting objectives and monitoring performance against agreed targets
• Identify training and development needs and ensure appropriate support is provided
• Manage sickness, absence, and performance issues in line with practice policies

Reception Rota & Workforce Planning

• Create, manage, and maintain the reception rota to ensure adequate cover at all times
• Adjust rotas to meet fluctuating demand, including peak periods and staff absence
• Ensure fair distribution of shifts, duties, and workload across the team

Daily Task Management

• Manage daily operational tasks within the reception team
• Allocate and distribute tasks effectively to ensure timely completion
• Monitor task completion and address backlogs or risks promptly

Appointment Management & Reporting

• Oversee appointment booking systems to ensure effective use of clinical capacity
• Monitor appointment availability, utilisation, and DNA rates
• Produce regular appointment reports for the management team
• Support improvements in appointment management in line with practice access policies

Performance Management & Targets

• Ensure delivery of access, call handling, and operational targets set by the management team
• Monitor performance metrics and take corrective action where required
• Contribute to practice planning and service development discussions

Governance & Compliance

• Ensure reception services comply with NHS regulations, data protection (GDPR), and confidentiality requirements
• Support complaints handling related to reception, access, or appointments
• Maintain and contribute to standard operating procedures and policies

Patient care

Ensures that the quality of patient care is in accordance with the established policies and procedures

Assists the practice manager and clinicians in identifying and solving patient-care problems

Communication

• Communicates effectively and professionally with patients, visitors, clinicians and co-workers

Interacts with others in a positive, respectful, and considerate manner

Financial Practices

• Uses resources appropriately and avoids wasteful practices
• Promotes cost containment and efficient use of resources
• Makes recommendations for potential cost-effective improvements
• Performs according to established compliance policies and procedures

Professional competence

• Welcomes suggestions and recommendations
• Cooperative work attitude toward management, staff, patients, visitors, and clinicians
• Ability to promote favourable company image with clinicians, patients, commissioners and general public

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings and priorities
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Maintaining a no blame culture

Governance

• All governance processes are adhered to
• Adheres to safety policies and procedures in performing job duties and responsibilities

Person Specification

Experience

Essential

• Administrative: 2 year (preferred)

Desirable

• Administrative: 2 year (preferred)

Qualifications

Essential

• GCSE or equivalent (preferred)

Desirable

• GCSE or equivalent (preferred)

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

Kensington Partnership

Address

Kensington Street Health Centre

Whitefield Place

Bradford

West Yorkshire

BD8 9LB

Employer's website

https://www.kensingtonpartnership.org/ (Opens in a new tab)