Job summary
Join our friendly and dedicated Practice team as a Reception Lead, playing a central role in delivering excellent patient care and keeping daily operations running smoothly. Youll guide and support the reception team while working closely with the Admin Team Leader and Practice Manager to maintain high standards.
As the first point of contact for patients, youll create a welcoming, efficient, and professional environment, oversee reception workflows, manage priorities, and resolve issues as they arise. Youll also support team development, contribute to service improvements, and ensure processes are followed in line with Practice protocols.
Were looking for someone organised, proactive, and approachable, with strong communication skills and the confidence to take ownership in a busy healthcare setting. If you enjoy supporting others, improving systems, and making a positive difference to patient experience, this is a rewarding and impactful role.
Main duties of the job
Coordinate daily reception activities to ensure patients are supported efficiently and professionally. Guide the reception team, manage workloads, and resolve queries or issues promptly.
Handle administrative processes that support patient care and smooth Practice operations. Work closely with the Admin Team Leader and Practice Manager to drive service improvements, support team development, and maintain high standards across reception and administrative functions.
About us
We are a well-established, hardworking GP practice serving a patient population of around 5,700 across two sites. Our patient-centred team is committed to delivering high-quality care, with a strong mix of GPs, ANPs, Practice Nurses, HCAs, Phlebotomists, and Reception/Administration staff.
Our team is friendly, professional, and supportive, with a collaborative atmosphere that values both teamwork and individual initiative. We pride ourselves on maintaining a positive work ethic, where every member plays a key role in providing excellent patient care. Joining us means being part of a dedicated, patient-focused environment where your skills are valued, your contributions make a difference, and your development is supported.
Job description
Job responsibilities
JOB TITLE LEAD RECEPTIONIST
REPORTS TO LEAD ADMINISTRATOR/PRACTICE MANAGER
Job Summary
To ensure all aspects of the Receptionist role as listed below are fulfilled each day by either Receptionists or Lead Receptionists on duty.
To oversea projects within the reception/admin team
Receive, assist, and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient, and effective way.
Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
Job Responsibilities:
Administration
- To have a thorough knowledge of all Practice procedures
- To work in accordance with written protocols
- Be the first point of referral for patient complaints, or other issues at the front desk.
- Manage the tasks of the reception team, whether physical or digital
- Scan relevant documents into patient records.
- Photocopy, and laminate as requested.
- Filing
- Sorting and tagging
- Registrations of new patients
- To assist in the maintenance of disease registers
- Assist with medical record requests when required.
- Manage own workload and ability to prioritise.
- Take ownership of urgent tasks and matters until they have been successfully handed over.
- Work with the Practice Manager on initiatives to improve efficiency.
- Work with agencies and other providers of services in a professional manner
Reception
- Answer all calls promptly in accordance with practice protocol.
- Receive patients consulting with members of Practice team.
- Process appointment requests for appointments from patients by telephone and in person.
- Deal with visit requests
- Process repeats prescription requests in accordance with Practice guidelines.
- Promote services to patients.
- Deal with and complete queries/enquiries as per the practices protocols.
- Sort post
- Replenish stationary.
- Maintain a clean and organized reception area.
- Other Tasks
- Oversee day-to-day personnel issues that may arise, dealing effectively with them and liaising with the Lead Administer/Practice Manager when support is required.
- Undertake appraisal meetings with reception staff as required, utilising Practice documentation and reporting regularly to the Lead Administer/Practice Manager.
- Helping new reception staff and training of new / existing reception staff.
- At the end of the day, check surgeries, replenish stock, and make sure all areas are clean, tidy, and ready for the next day as per practice protocols.
- Ensure building security is maintained in accordance with CQC guidelines.
- Any other tasks allocated by Lead Administrator-Team Leader/Practice Manager/GP Partners
Confidentiality
- While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
- In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to include:
- Using personal security systems within the workplace according to Practice guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
- Making effective use of training to update knowledge and skills.
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Reporting potential risks identified
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 recognizes 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 priorities and rights.
Personal/Professional Development
The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:
- Attend and actively participate in all staff training and regular reception meetings.
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality
The post-holder will strive to maintain quality within the Practice, and will:
- Alert other team members to issues of quality and risk.
- Assess own performance and take accountability for own actions, either directly or under supervision
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
- Work effectively with individuals in other agencies to meet patients needs.
- Effectively manage own time, workload, and resources
Communication
The post-holder should recognize the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members.
- Communicate effectively with patients and carers.
- Recognise peoples needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services
The post-holder will
- Apply Practice policies, standards, and guidance.
- Discuss with other members of the team how the policies, standards and guidelines will affect own work.
- Participate in audit where appropriate.
Job description
Job responsibilities
JOB TITLE LEAD RECEPTIONIST
REPORTS TO LEAD ADMINISTRATOR/PRACTICE MANAGER
Job Summary
To ensure all aspects of the Receptionist role as listed below are fulfilled each day by either Receptionists or Lead Receptionists on duty.
To oversea projects within the reception/admin team
Receive, assist, and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient, and effective way.
Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
Job Responsibilities:
Administration
- To have a thorough knowledge of all Practice procedures
- To work in accordance with written protocols
- Be the first point of referral for patient complaints, or other issues at the front desk.
- Manage the tasks of the reception team, whether physical or digital
- Scan relevant documents into patient records.
- Photocopy, and laminate as requested.
- Filing
- Sorting and tagging
- Registrations of new patients
- To assist in the maintenance of disease registers
- Assist with medical record requests when required.
- Manage own workload and ability to prioritise.
- Take ownership of urgent tasks and matters until they have been successfully handed over.
- Work with the Practice Manager on initiatives to improve efficiency.
- Work with agencies and other providers of services in a professional manner
Reception
- Answer all calls promptly in accordance with practice protocol.
- Receive patients consulting with members of Practice team.
- Process appointment requests for appointments from patients by telephone and in person.
- Deal with visit requests
- Process repeats prescription requests in accordance with Practice guidelines.
- Promote services to patients.
- Deal with and complete queries/enquiries as per the practices protocols.
- Sort post
- Replenish stationary.
- Maintain a clean and organized reception area.
- Other Tasks
- Oversee day-to-day personnel issues that may arise, dealing effectively with them and liaising with the Lead Administer/Practice Manager when support is required.
- Undertake appraisal meetings with reception staff as required, utilising Practice documentation and reporting regularly to the Lead Administer/Practice Manager.
- Helping new reception staff and training of new / existing reception staff.
- At the end of the day, check surgeries, replenish stock, and make sure all areas are clean, tidy, and ready for the next day as per practice protocols.
- Ensure building security is maintained in accordance with CQC guidelines.
- Any other tasks allocated by Lead Administrator-Team Leader/Practice Manager/GP Partners
Confidentiality
- While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
- In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to include:
- Using personal security systems within the workplace according to Practice guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
- Making effective use of training to update knowledge and skills.
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Reporting potential risks identified
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 recognizes 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 priorities and rights.
Personal/Professional Development
The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:
- Attend and actively participate in all staff training and regular reception meetings.
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality
The post-holder will strive to maintain quality within the Practice, and will:
- Alert other team members to issues of quality and risk.
- Assess own performance and take accountability for own actions, either directly or under supervision
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
- Work effectively with individuals in other agencies to meet patients needs.
- Effectively manage own time, workload, and resources
Communication
The post-holder should recognize the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members.
- Communicate effectively with patients and carers.
- Recognise peoples needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services
The post-holder will
- Apply Practice policies, standards, and guidance.
- Discuss with other members of the team how the policies, standards and guidelines will affect own work.
- Participate in audit where appropriate.
Person Specification
Qualifications
Essential
- Essential Criteria
- Excellent communication and interpersonal skills with patients and colleagues.
- Polite, professional, and patient-focused, with a commitment to confidentiality.
- Strong organisational skills, able to prioritise tasks and manage workloads.
- Experience supporting or leading a team, motivating and guiding others.
- Reliable, proactive, and confident working independently or as part of a team.
- Competent with IT systems and familiar with GP practice procedures.
Desirable
- Desirable Criteria
- Previous experience in a GP practice, healthcare, or customer-facing role.
- Knowledge of patient care pathways, clinical terminology, and NHS processes.
- Experience with medical or practice management software.
- Ability to stay calm under pressure, with strong attention to detail.
- Willingness to participate in training and support team development.
Person Specification
Qualifications
Essential
- Essential Criteria
- Excellent communication and interpersonal skills with patients and colleagues.
- Polite, professional, and patient-focused, with a commitment to confidentiality.
- Strong organisational skills, able to prioritise tasks and manage workloads.
- Experience supporting or leading a team, motivating and guiding others.
- Reliable, proactive, and confident working independently or as part of a team.
- Competent with IT systems and familiar with GP practice procedures.
Desirable
- Desirable Criteria
- Previous experience in a GP practice, healthcare, or customer-facing role.
- Knowledge of patient care pathways, clinical terminology, and NHS processes.
- Experience with medical or practice management software.
- Ability to stay calm under pressure, with strong attention to detail.
- Willingness to participate in training and support team development.
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.
