Reception Lead

Job summary

We are pleased to offer an exciting opportunity for the role of Reception Lead. Following the recent management changes and practice restructure, we are seeking a motivated and experienced individual to support the day-to-day leadership of our reception team and help drive the continued development of our patient services.

Main duties of the job As Reception Lead, you will support the day-to-day management of our reception and administration team, ensuring the delivery of a professional, efficient and patient-focused service.

You will provide leadership and guidance to reception staff, prepare and manage staff rotas, coordinate annual leave and sickness cover, and support the Practice Management Team with the smooth running of daily operations.

The role also includes assisting with staff training and development, maintaining high standards of customer service, and promoting a positive and supportive working environment. Alongside your leadership responsibilities, you will undertake reception and administrative duties, using EMIS Web and Docman confidently and accurately.

You will support practice processes, respond to patient enquiries, and work collaboratively with the wider multidisciplinary team to ensure patients receive the highest standard of care.

This is a hands-on role requiring excellent organisational, communication and problem-solving skills, with the flexibility to support the operational needs of the practice. Working Hours 37.5 hours per week on a rotating shift pattern: 8:00am 4:00pm 10:30am 6:30pm The successful candidate must be able to work both shift patterns.

In addition, flexibility is essential to provide cover for annual leave, sickness absence, and other operational requirements when needed.

About us

Park View Medical Centre is a well-established NHS GP practice serving the diverse community of Crumpsall and the surrounding areas of North Manchester.

The practice is committed to delivering high-quality, patient-centred primary care, providing a wide range of services including chronic disease management, health promotion, family planning, vaccinations, and preventative healthcare.

The practice has been rated 'Good' by the Care Quality Commission, reflecting its commitment to safe, effective, caring, responsive and well-led services.

The practice has a friendly, supportive and multidisciplinary team made up of GPs, practice nurses, pharmacists, healthcare professionals, reception and administrative staff, and an experienced management team who work collaboratively to provide the best possible outcomes for patients.

As a teaching practice, it also supports the development of future healthcare professionals, demonstrating its commitment to learning and continuous improvement. The working environment encourages teamwork, mutual respect and open communication, with a strong focus on delivering compassionate care while supporting staff development.

Employees benefit from opportunities for ongoing training, professional development, NHS pension membership, annual leave, and working within a welcoming practice that values innovation, collaboration and excellent patient care.

Job description

Job

responsibilities

Main

Duties and Responsibilities

Supervise and support the reception and administration team on a daily basis. Act as the first point of contact for reception staff queries, providing advice and guidance where appropriate. Prepare, maintain and monitor reception staff rotas to ensure adequate staffing levels.

Review annual leave requests and support workforce planning to maintain service provision. Assist with arranging cover for sickness absence and other staffing shortages. Support the Practice Management Team with the day-to-day operational running of the practice.

Promote and maintain high standards of customer service, ensuring patients receive a professional, courteous and efficient service. Assist with the induction, training and ongoing development of reception staff. Monitor reception processes and identify opportunities for service improvement.

Carry out reception duties, including booking appointments, answering telephone calls, greeting patients, processing registrations and responding to enquiries. Undertake general administrative duties as required. Use EMIS Web and Docman confidently and accurately.

Support referral processing, workflow management and clinical coding where appropriately trained. Ensure patient information is handled confidentially and in accordance with GDPR, Information Governance and practice policies. Deal professionally with challenging situations and escalate issues where appropriate.

Work collaboratively with all members of the multidisciplinary team. Comply with all practice policies, including Health and Safety, Equality and Diversity, Safeguarding and Confidentiality. Participate in mandatory training, appraisal and continuing professional development.

Undertake any other reasonable duties appropriate to the role as requested by the Practice Management Team.

Person Specification

Qualifications

Essential Current experience working within General Practice. Excellent knowledge of reception and administrative procedures. Experience using EMIS Web.

Experience using Docman. Excellent communication and interpersonal skills. Strong organisational and time management skills.

Ability to prioritise workload and work under pressure. Ability to lead, motivate and support colleagues. Professional, reliable and positive approach to problem-solving.

Ability to work independently and as part of a team. Flexible approach to working hours and operational requirements. Commitment to delivering excellent customer service and patient care.

Understanding of patient confidentiality, GDPR and Information Governance. Desirable Previous experience supervising or managing staff. Experience of preparing and managing staff rotas.

Experience of reviewing annual leave requests and workforce planning. Referral processing experience. Clinical coding experience.

Experience of training or mentoring colleagues. Knowledge of NHS primary care performance standards and practice procedures.

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.