Reception Lead

Job description

Job responsibilities

JOB TITLE: Reception Lead

REPORTS TO: Assistant Practice Manager

HOURS: 37.5 hours per week

We are seeking a proactive, flexible, and experienced Reception Lead to join our GP practice team. This key role supports the Assistant Practice Manager and contributes to the smooth and efficient running of the practice, with responsibilities across both reception and administrative functions.

As the Reception Lead, you will be the first point of contact for patients, providing a welcoming and helpful service. You will also facilitate effective communication between patients, the practice team, and external healthcare providers. A commitment to high standards of patient care, confidentiality, and continuous improvement is essential.

The main aims of the role are to:

• Support the Assistant Practice Manager in the delivery of their duties.

• Be proactive in improving the effectiveness and quality of patient care.

• Lead by example in front-of-house reception duties, ensuring patients are received, assisted, and directed appropriately.

• Undertake a range of back-office administrative tasks to ensure the smooth day-to-day operation of the practice.

• Promote effective communication between patients, primary care colleagues, secondary care providers, and external agencies.

The Reception Lead must be able to undertake all aspects of front-office reception and back-office administration functions. Duties may vary according to workload and staffing levels, and will be carried out under the direction of the Assistant Practice Manager or Practice Manager.

• Open and lock up the practice premises, maintaining security in accordance with protocols.

• Provide full cover at reception during practice hours, including handovers at shift changes and covering staff leave or sickness.

• Receive, assist, and direct patients appropriately, either in person or by telephone.

• Manage the appointments system, including triage and booking, amending, and cancelling appointments.

• Handle patient enquiries and signpost appropriately to clinicians or external services.

• Process personal and telephone requests for home visits, urgent care, and telephone consultations.

• Assist patients with navigating services between primary and secondary care (e.g., Choose and Book).

• Maintain a tidy and welcoming reception area, including leaflet displays and noticeboards.

• Register new patients and process patient deductions.

• Provide clear communication and guidance to patients in line with current practice policies.

• Support the Assistant Practice Manager with administrative tasks, including preparation for Quality and Outcomes Framework (QOF) reviews and other audits.

• Manage incoming and outgoing mail, both paper and electronic.

• Process and action clinical documents via Docman, including coding and patient recalls.

• Process repeat prescriptions in line with practice protocols.

• Maintain accurate and up-to-date patient records through data entry and system use (EMIS or similar).

• Order and monitor office and clinical supplies, including stationery.

• Liaise with insurance companies, solicitors, and external agencies regarding private medical reports and form completion.

• Support with the organisation of meetings, including scheduling, preparing agendas, and taking minutes.

• Provide clerical support to the clinical and administrative teams (filing, scanning, photocopying, data input).

• Clear and restock consulting rooms as needed.

• Monitor and manage clinical waste procedures.

You will be expected to maintain the highest standards of confidentiality at all times, in line with practice policies and legal requirements. This applies to information about patients, colleagues, and the business operations of the practice.

Confidential information must only be shared with authorised personnel and within the bounds of applicable data protection policies.

Person Specification

Experience

Essential

• Experience of working in a GP practice is essential

Desirable

• Experience of EMIS/Docman/accurx.
• Excellent telephone manner and ability to work with other staff in a collegiate fashion. Ability to work in a busy environment to assist patients in a friendly fashion.

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

Fairview Medical Centre

Address

Fairview Medical Centre

69 Fairview Road

London

SW16 5PX

Employer's website

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