Brampton Medical Practice

Reception Team Leader

The closing date is 27 May 2025

Job summary

The post holder will be on site at the practice to support delivery of high levels of patient experience and pathways to care. Interviews for this position will be held on Thursday 5th June 2025.

Main duties of the job

To oversee the day-to-day operations of reception/care navigation functions you will also provide administrative support to the practice manager.

You will work closely with the workforce lead in relation to the set-up and ongoing management of the clinical staff rota.

To effectively manage relationships to ensure patient experience is consistently delivered to a high standard by providing a comprehensive service to patients with a particular focus on assisting patients with access to appropriate care/care navigation.

This role requires the post holder to work independently to defined policies and procedures and managing own workload. It requires excellent organisational skills and an ability to communicate routine and sensitive information to staff and patients.

About us

We are a popular and forward-thinking training practice of just under 17,000 patients operating from four sites in the beautiful Cumbrian countryside of the Northern Pennines and Eden Valley, close to the great border city of Carlisle, within easy reach of the Lake District, the Borders and Northumberland.

We are part of Carlisle Rural PCN and have an excellent team of Healthcare Professionals and supportive administration teams. We are also a dispensing practice with dedicated Medicines Management Team and Dispensing Team.

The Practice is committed to safeguarding adults and children therefore if the post is subject to the Rehabilitation of Offenders Act (ROA) 1974 (Exceptions) Order 1975 (as amended) the successful candidate(s) will be subject to a criminal records check with the Disclosure and Barring Service (DBS). The cost of the DBS must be met by the successful candidate(s) through salary deduction. DBS charges are as follows if applicable to the post:

Standard Check: £43.50. Deducted at £14.50 from 1st month salary and over the following 2 months

Enhanced Check: £61.50. Deducted at £20.50 from 1st month salary and over the following 2 months

Date posted

15 May 2025

Pay scheme

Other

Salary

£28,513 to £31,619 a year Dependent on experience

Contract

Permanent

Working pattern

Full-time

Reference number

A2826-25-0012

Job locations

Brampton Medical Practice

4 Market Place

Brampton

Cumbria

CA8 1NL

Job description

Job responsibilities

Main Duties and Responsibilities:

Daily review of reception/care navigation team workloads to ensure all processes are being followed and daily tasks are being processed within the required timeframes and practice protocols.

Responsible for the management and allocation of shifts for reception/care navigation and ensure adequate staffing levels are achieved at all times including adequate cover during periods of planned and unplanned absence.

Ensure practice policies are followed and support accurate record keeping within the practice for administration handled via the reception team on behalf of all practice teams.

To work alongside the Workforce Lead to ensure updates are made to the clinical staff rota as required or during periods of workforce lead absence, support to ensure the smooth running of the overall practice appointment system.

To ensure that relevant teams have the skills, knowledge and development to meet the practice requirements related to the achievement of targets and management of clinical data from whatever source.

Have a clear understanding of operating systems including EMIS, online consultation systems and the practice telephone system providing support as required when faults or issues occur.

Manage effective communication with patients in regards as required and within practice standards and guidelines.

To work with other departments and management to manage tasks and liaise with other members of the primary health care team, outside agencies and practice volunteers as required.

To ensure all protocols and standard operating procedures (SOPs) are followed.

To have general understanding of all key operational responsibilities as applied to the location e.g. safety, security, maintenance of equipment etc and report as necessary to operations manager.

Team Leadership

Lead on recruitment for the relevant team, provide induction training and ongoing performance review including annual appraisals.

Liaise with management team concerning staffing and organisation of work.

Ensure that team members are up to date with all mandatory training and training needs are identified and managed.

Provide staff with encouragement, support and regular feedback on their performance and development.

Manage annual leave, time in lieu/overtime and absence.

Support with any grievance or disciplinary procedures.

To ensure that all relevant teams have the information required to meet the practice high standards relating to patient care/experience with particular focus on an every contact counts approach such as ensuring full utilisation of all appointments in line with practice contractual and financial obligations.

Ensure that all relevant teams have up to date information relating to patients pathways to care.

To deal with situations often requiring tact or persuasive skills, to resolve queries/complaints as much as possible on the spot, referring more complex queries/complaints to the relevant members of the practice team following practice guidance .

Provide cover as required to the reception/care navigation and wider non-clinical team.