Job summary
Chiltern House Medical Centre is a well-established NHS GP practice based in High Wycombe, providing high-quality primary care services to a diverse patient population. We are committed to delivering safe, compassionate, and patient-centred care through a supportive multidisciplinary team.
We are seeking an experienced and motivated GP Reception Team Leader to lead and manage our reception and patient-facing administrative team. This is a key operational role within the practice, responsible for ensuring the smooth day-to-day running of front-of-house services, supporting patient access, and maintaining high standards of customer care, governance, and compliance.
Reporting to the Operational Manager / Practice Manager, the successful candidate will provide strong leadership to the reception team, oversee appointment systems and patient workflows, and act as a vital link between reception staff, clinicians, and management. The role requires prior experience in a GP or primary care setting, excellent people management skills, and confidence working with clinical systems such as EMIS Web.
This is an excellent opportunity for a proactive and organised individual who thrives in a busy NHS environment and is passionate about improving patient experience and service delivery within primary care.
Main duties of the job
The GP Reception Team Leader is responsible for overseeing the day to day running of the GP reception and patient facing administrative services. This includes managing appointment booking and patient access, supervising and supporting reception staff, coordinating rotas and cover, and ensuring high standards of customer care. The role involves handling complex or sensitive patient queries, maintaining confidentiality, overseeing accurate use of clinical systems such as EMIS Web, and ensuring compliance with NHS, CQC, and data protection requirements. The post holder acts as a key link between reception staff, clinicians, and practice management to support safe, efficient, and patient centred service delivery.
About us
Chiltern House Medical Centre is a well established NHS GP practice based in High Wycombe, providing comprehensive primary care services to a diverse local population. The practice is committed to delivering high quality, safe, and compassionate care, with a strong focus on patient experience, accessibility, and continuous improvement.
Working as part of a wider Primary Care Network, Chiltern House Medical Centre adopts a collaborative, multidisciplinary approach that includes GPs, nurses, allied health professionals, and administrative teams. The practice values professionalism, teamwork, and ongoing development, creating a supportive and inclusive environment for both patients and staff.
Job description
Job responsibilities
Reception & Patient Access
- Manage the day-to-day operation of the GP reception and front-of-house services
- Ensure efficient appointment booking, call handling, and patient navigation in line with NHS access requirements
- Support patients with queries regarding appointments, referrals, prescriptions, and services
- Manage difficult or sensitive patient interactions professionally, escalating concerns or complaints as required
- Ensure patient confidentiality, dignity, and equality at all times
Staff Management & Leadership
- Line manages reception staff, including recruitment, updating staff documentation, Annual leave, induction, training, and ongoing development
- Produce and manage staff rotas to ensure adequate cover during core hours, extended access, and leave
- Conduct appraisals, manage sickness absence, and address performance issues in line with HR policies
- Foster a supportive, inclusive, and patient-centred team culture
Administrative & Clinical Systems
- Oversee patient registration, data quality, and record maintenance in accordance with NHS guidelines
- Ensure accurate use of clinical systems such as EMIS Web or SystmOne
- Monitor workload distribution and improve reception processes to enhance efficiency and patient experience
- Support online services, digital access, and NHS app-related processes
Governance, Compliance & Quality
- Ensure reception services meet CQC standards, including safety, responsiveness, and caring domains
- Support safeguarding processes and ensure staff training compliance
- Maintain awareness of NHS policies, information governance, GDPR, and data protection requirements
- Contribute to audits, inspections, and quality improvement initiatives
Communication & Collaboration
- Act as a key link between reception staff, clinicians, the practice management team, and external organisations
- Attend practice meetings and contribute to service planning and development
- Communicate changes in NHS guidance, practice procedures, and operational updates to reception staff
Job description
Job responsibilities
Reception & Patient Access
- Manage the day-to-day operation of the GP reception and front-of-house services
- Ensure efficient appointment booking, call handling, and patient navigation in line with NHS access requirements
- Support patients with queries regarding appointments, referrals, prescriptions, and services
- Manage difficult or sensitive patient interactions professionally, escalating concerns or complaints as required
- Ensure patient confidentiality, dignity, and equality at all times
Staff Management & Leadership
- Line manages reception staff, including recruitment, updating staff documentation, Annual leave, induction, training, and ongoing development
- Produce and manage staff rotas to ensure adequate cover during core hours, extended access, and leave
- Conduct appraisals, manage sickness absence, and address performance issues in line with HR policies
- Foster a supportive, inclusive, and patient-centred team culture
Administrative & Clinical Systems
- Oversee patient registration, data quality, and record maintenance in accordance with NHS guidelines
- Ensure accurate use of clinical systems such as EMIS Web or SystmOne
- Monitor workload distribution and improve reception processes to enhance efficiency and patient experience
- Support online services, digital access, and NHS app-related processes
Governance, Compliance & Quality
- Ensure reception services meet CQC standards, including safety, responsiveness, and caring domains
- Support safeguarding processes and ensure staff training compliance
- Maintain awareness of NHS policies, information governance, GDPR, and data protection requirements
- Contribute to audits, inspections, and quality improvement initiatives
Communication & Collaboration
- Act as a key link between reception staff, clinicians, the practice management team, and external organisations
- Attend practice meetings and contribute to service planning and development
- Communicate changes in NHS guidance, practice procedures, and operational updates to reception staff
Person Specification
Skills & Attributes
Essential
- Patient-focused, empathetic, and professional
- Calm and resilient under pressure
- Strong problem-solving and decision-making ability
- Flexible and adaptable to change within NHS primary care
- Committed to equality, diversity, and inclusion
Experience
Essential
- Experience working in an NHS GP practice or primary care setting
- Previous experience supervising or managing administrative or reception staff
- Strong understanding of patient confidentiality, GDPR, and NHS processes
- Excellent communication, organisational, and people management skills
- Confident use of clinical IT systems and Microsoft Office
Desirable
- Experience with EMIS Web or SystmOne
- Knowledge of CQC requirements and NHS primary care contracts
- Qualification or training in management, leadership, or healthcare administration
- Experience handling patient complaints or service improvement initiatives
Person Specification
Skills & Attributes
Essential
- Patient-focused, empathetic, and professional
- Calm and resilient under pressure
- Strong problem-solving and decision-making ability
- Flexible and adaptable to change within NHS primary care
- Committed to equality, diversity, and inclusion
Experience
Essential
- Experience working in an NHS GP practice or primary care setting
- Previous experience supervising or managing administrative or reception staff
- Strong understanding of patient confidentiality, GDPR, and NHS processes
- Excellent communication, organisational, and people management skills
- Confident use of clinical IT systems and Microsoft Office
Desirable
- Experience with EMIS Web or SystmOne
- Knowledge of CQC requirements and NHS primary care contracts
- Qualification or training in management, leadership, or healthcare administration
- Experience handling patient complaints or service improvement initiatives
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
Additional information
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
