Job summary
The Patient Access and Medical
Receptionist Team Lead is responsible for leading, supervising, and supporting
the teams to deliver a high-quality, patient-focused service. The role involves
coordinating day-to-day front desk and booking operations, ensuring smooth
patient access to services, and maintaining an efficient and professional
environment.
Main duties of the job
Team Leadership & SupervisionOperational
OversightPatient
Services & CommunicationAdministration
& ComplianceLiaison
& CollaborationThis position requires strong organisational skills,
excellent communication, and the ability to motivate and develop team members
while working collaboratively with clinical and administrative colleagues
About us
We are an organisation of approximately
170 people working in four surgeries and we are lucky to have a team of
dedicated, friendly clinical staff along with a fantastic support team. We merged to become the Middlewood
Partnership 4 years ago and love what we do and the organisation we have
created.
The Patient Access and Medical ReceptionistTeam is at
the heart of our practices and our care. You will play a key role in supporting
our patient population and work closely with all members of the practice
including our team of nurses and other healthcare professionals. You will also
liaise and build relationships with colleagues across all our four practices
and the wider community.
Job description
Job responsibilities
Please see attached job description for full details
Team Leadership & Supervision
- Lead, supervise, and support the teams ensuring consistent delivery
of high-quality patient services.
- Organise staff rotas, breaks, and cover arrangements to maintain
adequate reception and booking desk support.
- Provide training, mentoring, and on-the-job coaching for new and
existing staff.
- Conduct regular team meetings, briefings, and one-to-one check-ins.
- Carry out staff appraisals and support professional development
plans.
- Monitor staff attendance, managing sickness and absence in line with
practice policies.
- Escalate persistent absence or performance issues to the Clinical
Services Manager as required.
- Promote a positive, inclusive, and supportive team culture.
Operational Oversight
- Ensure reception and booking processes run smoothly and efficiently
across the practice.
- Oversee appointment allocation, including urgent and routine
bookings, ensuring alignment with clinical protocols.
- Support coordination of specialist clinics (e.g., minor surgery,
physiotherapy, coil fittings, cryotherapy).
- Monitor workloads and reallocate tasks as needed to maintain service
quality.
- Assist with practice-wide campaigns (e.g., flu clinics, health
screening programmes).
Patient Services & Communication
- Act as a first point of escalation for complex patient queries and
complaints, ensuring professional resolution.
- Maintain a visible presence to support staff during busy or
challenging periods.
- Ensure consistent delivery of a caring, respectful, and
patient-focused service.
- Promote and support patients in using digital services (e.g., online
booking and prescription requests).
Administration & Compliance
- Ensure staff adhere to confidentiality, data protection, and
safeguarding protocols.
- Monitor accuracy of patient registrations, appointment bookings, and
record management.
- Support management of DNA follow-ups and strategies to reduce missed
appointments.
- Ensure reception areas are clean, safe, and well-presented at all
times.
- Report and resolve IT or equipment issues promptly.
Liaison & Collaboration
- Work closely with Clinical Service Manager to ensure appointment
demand is managed effectively.
- Liaise with MINT G.P. Urgent Care to coordinate urgent appointment
allocation.
Collaborate with the
Clinical Services Manager and wider leadership team on service improvements and
workflow optimisation
Job description
Job responsibilities
Please see attached job description for full details
Team Leadership & Supervision
- Lead, supervise, and support the teams ensuring consistent delivery
of high-quality patient services.
- Organise staff rotas, breaks, and cover arrangements to maintain
adequate reception and booking desk support.
- Provide training, mentoring, and on-the-job coaching for new and
existing staff.
- Conduct regular team meetings, briefings, and one-to-one check-ins.
- Carry out staff appraisals and support professional development
plans.
- Monitor staff attendance, managing sickness and absence in line with
practice policies.
- Escalate persistent absence or performance issues to the Clinical
Services Manager as required.
- Promote a positive, inclusive, and supportive team culture.
Operational Oversight
- Ensure reception and booking processes run smoothly and efficiently
across the practice.
- Oversee appointment allocation, including urgent and routine
bookings, ensuring alignment with clinical protocols.
- Support coordination of specialist clinics (e.g., minor surgery,
physiotherapy, coil fittings, cryotherapy).
- Monitor workloads and reallocate tasks as needed to maintain service
quality.
- Assist with practice-wide campaigns (e.g., flu clinics, health
screening programmes).
Patient Services & Communication
- Act as a first point of escalation for complex patient queries and
complaints, ensuring professional resolution.
- Maintain a visible presence to support staff during busy or
challenging periods.
- Ensure consistent delivery of a caring, respectful, and
patient-focused service.
- Promote and support patients in using digital services (e.g., online
booking and prescription requests).
Administration & Compliance
- Ensure staff adhere to confidentiality, data protection, and
safeguarding protocols.
- Monitor accuracy of patient registrations, appointment bookings, and
record management.
- Support management of DNA follow-ups and strategies to reduce missed
appointments.
- Ensure reception areas are clean, safe, and well-presented at all
times.
- Report and resolve IT or equipment issues promptly.
Liaison & Collaboration
- Work closely with Clinical Service Manager to ensure appointment
demand is managed effectively.
- Liaise with MINT G.P. Urgent Care to coordinate urgent appointment
allocation.
Collaborate with the
Clinical Services Manager and wider leadership team on service improvements and
workflow optimisation
Person Specification
Knowledge, Skills and Competencies
Essential
- Excellent communication and interpersonal skills.
- Ability to remain calm, professional, and supportive under pressure.
- Strong organisational and time management skills.
- Ability to coach, motivate, and develop staff
- Competence in IT systems with willingness to learn new platforms.
Desirable
- Familiarity with EMIS or similar GP systems.
- Knowledge of NHS and GP surgery processes.
Experience
Essential
- Proven experience in a supervisory or team leader role.
Desirable
- Experience in a GP practice, healthcare, or busy customer service environment
- Experience in rota management or workforce planning.
Person Specification
Knowledge, Skills and Competencies
Essential
- Excellent communication and interpersonal skills.
- Ability to remain calm, professional, and supportive under pressure.
- Strong organisational and time management skills.
- Ability to coach, motivate, and develop staff
- Competence in IT systems with willingness to learn new platforms.
Desirable
- Familiarity with EMIS or similar GP systems.
- Knowledge of NHS and GP surgery processes.
Experience
Essential
- Proven experience in a supervisory or team leader role.
Desirable
- Experience in a GP practice, healthcare, or busy customer service environment
- Experience in rota management or workforce planning.
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.
