Reception Lead

Job description

Job responsibilities

Leadership & Team Management

• Provide day-to-day leadership, supervision, and support to the reception team
• Allocate workloads & manage rotas
• Ensure adequate reception cover at all times
• Act as a role model, maintaining high standards of professionalism and patient care
• Support the induction, training, and ongoing development of reception staff and clinical staff
• Conduct regular team meetings and contribute to staff appraisals
• Address performance issues promptly and support informal and formal HR processes as required

Reception & Patient Services

• Oversee the smooth running of the reception desk and telephone systems
• Ensure patients are greeted courteously and efficiently, whether in person or by phone
• Manage day to day patient queries and liaise with Practice Manager
• Support the implementation of care navigation and signposting in line with practice policy
• Ensure appointments are booked appropriately and practice protocols are followed

Operational & Administrative Duties

• Maintain and review reception processes to ensure efficiency and consistency
• Monitor and manage incoming calls, workflow, and demand at peak times
• Ensure accurate patient registration, demographic updates, and data quality
• Support the Practice Manager with audits, reporting, and service improvements
• Assist with the implementation of new systems, policies, or digital tools
• Monitor stock levels and advise management team of the requirements
• Weekly fire alarm testing

Governance, Compliance & Confidentiality

• Ensure the reception team adheres to practice policies, confidentiality, and GDPR requirements
• Promote compliance with NHS standards, CQC requirements, and practice procedures
• Support incident reporting, learning events, and quality improvement initiatives
• Maintain awareness of safeguarding procedures and escalate concerns appropriately

Communication & Collaboration

• Act as a liaison between reception staff, clinicians, and the wider practice team
• Communicate effectively with patients, staff, external services, and stakeholders
• Support a positive team culture and collaborative working environment

Person Specification

Personal Qualities

Essential

• Patient-focused and compassionate
• Approachable, supportive, and confident leader
• Resilient and able to manage pressure in a busy environment
• Proactive with a continuous improvement mindset

Experience

Essential

• Previous experience working in a GP Practice or healthcare reception environment
• Experience of supervising or leading a team
• Excellent communication and interpersonal skills
• Strong organisational and time-management abilities
• Ability to handle sensitive situations calmly and professionally
• Good IT skills, including clinical systems (EMIS or System One)
• Understanding of patient confidentiality and data protection

Desirable

• Formal leadership or management training
• Experience with care navigation and signposting
• Knowledge of CQC standards and NHS primary care processes
• Experience supporting staff training and appraisals

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

Gnosall Health Centre

Address

Brookhouse Road

Stafford

Staffordshire

ST20 0GP

Employer's website

https://www.gnosallsurgery.co.uk/ (Opens in a new tab)