Lead Receptionist

We areseeking an experienced and motivated Reception Lead. This is a key position within our GP Practice, leading our Reception/Care Navigation team to ensure our reception operates smoothly, efficiently, and with the highest standards of patient care. You will beresponsible for the day-to-day running of the reception area, coordinating the appointment system, and ensuring that all patients and visitors receive a positive and professional experience. This roleis ideal for a highly adaptable individual who excels in a fast-paced environment, demonstrates strong leadership skills, and enjoys supporting both patients and colleagues within a primary care setting. Main duties of the job Summary of Duties Manage, motivate, and support the team. Organise team rotas, coordinate annual leave, and arrange cover during absences. Oversee the daily operation of the reception and appointment systems. Assist with recruitment, lead induction, and ongoing training and development of reception team members. Communicate updates, new procedures, and initiatives to the team. Care navigate patients to the appropriate service or clinician. Handle complex queries, patient concerns, and complaints in a calm, professional, and empathetic manner Ensure all administrative processes (e.g. registrations, prescriptions, results, home visit requests) are managed efficiently and accurately. Maintain high standards of communication and customer service. About You We are looking for someone who: Has previous experience leading, supervising or managing a team (essential). Has proven experience in handling patient or customer complaints effectively and sensitively. Has strong communication, and organisational skills. Demonstrates empathy, patience, and professionalism when dealing with patients and colleagues. Has experience working in a healthcare, GP, (desirable). Can manage competing priorities and remain calm under pressure. Is proactive, solution-focused, and committed to continuous improvement. Is flexible working between 7.30am and 6.30pm + extended access and Flu/vaccination clinics at weekends About us Overview The Riverside Practice, located at 23Marylebone Road, March, Cambridgeshire, is a well established General Practice serving a broad patient population in the Fenland area. As part of the wider health community, the practice works within the Fenland PCN comprising of4 surgeries within the March area, is committed to delivering modern,patient centred NHS services. Our Team & Management At the heart of the practice is a strong,multidisciplinary team including GP partners and salaried doctors who bringbroad experience and local knowledge. The clinical team is supported byAdvanced Nurse Practitioners, Clinical Pharmacist, Practice Nurses, HealthcareAssistants, GP assistant and Phlebotomists providing a wide range of clinicaland preventative care services. The practice also benefits from PCN colleaguessuch as paramedics and social prescribers and pharmacists enhancing our abilityto manage acute, complex and long term conditions. A dedicated practice management team, ledby the Practice Manager ensures smooth day to day running of the service. Supportingthis is our reception, secretarial, prescription and workflowteams all committed to providing excellent patient care. Job responsibilities REPORTS TO: Practice Manager HOURS: Full Time 37.5 hours per week Job Summary: Provide leadership within the Reception/Care Navigation Team, ensuring the efficient management of the reception and appointment systems, while maintaining a welcoming and informative environment for patients. Leadership Responsibilities: Organise rotas, co-ordinate leave requests and arrange cover for team absence. Train team and new starters in the use of systems and processes Have a full understanding of the appointment system and keep up to date with any new systems introduced. Manage the appraisal process for team and work alongside management team too set objectives. Advise reception team/patients of any new initiatives or new procedures being introduced and ensure successful roll out Ensure that calls are escalated to yourself when team members need support Liaise with the management team regarding organisation of work/audits and making suggestions for quality improvement. Using your own judgment and communication skills care navigate patients to the correct service or clinician or external service Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice. Deal with all general enquiries, explain procedures and make new and follow-up appointments. Register new and temporary patients. Organising home visits as necessary. Advise patients of relevant charges for private (non NHS) services, accept payment and issue receipts for same. Carry out a range of administrative duties such as responding to tasks, AccRux, emails etc o Open up premises at the start of the day when first to arrive make all necessary preparations to receive patients. o When last to leave at the end of the day, ensure that the building is totally secured, and the internal lights are off etc. Attend team, practice meetings and mandatory training Give results and/or information to the patient as needed. Accept and ensure all specimens are clearly labelled and put in box in reception area. Accept prescription requests and give out prescriptions to patients. Undertake any other additional duties appropriate to the post as requested Confidentiality Handle all patient, carer, colleague, and Practice information with strict confidentiality. Share confidential information only with authorised individuals in line with Practice policies and data protection legislation Practice Protocols Adhere to all clinical and administrative protocols and stay up to date with any changes. Contribute suggestions for improvements where appropriate. Health & Safety Promote and maintain the health, safety, and security of self and others in line with Practice policies and procedures and report hazards and incidents promptly. Identify risks in work activities and manage them appropriately. Follow infection control procedures and maintain safe, clean work and patient areas. Equality and Diversity Respect and support the rights, dignity, and diversity of patients, carers, and colleagues. Maintain a welcoming, inclusive, and non-judgmental approach. Personal and Professional Development Take responsibility for personal learning, development, and performance. Participate in annual performance reviews and Practice training programmes. Share knowledge and skills with colleagues where appropriate. Attend/complete mandatory training. Quality and Performance Maintain high standards of quality, efficiency, and patient care. Identify and report issues of quality, risk, or non-compliance. Assess own performance, take accountability, and contribute to team effectiveness. Work collaboratively with colleagues and external agencies to meet patient needs. Manage workload, time, and resources effectively. Communication Communicate clearly and professionally with patients, carers, and colleagues. Adapt communication methods to meet individual needs where required. Person Specification Knowledge, Skills, Abilities & Other requirements Understanding of confidentiality, data protection (GDPR) and safeguarding principles Understanding of equality, diversity and inclusion in the workplace Strong leadership and people management skills Excellent communication and interpersonal skills Ability to motivate, develop and support a team Excellent organisational, time management and problem-solving abilities High level of IT literacy and accuracy in data entry Ability to remain calm and professional under pressure Ability to identify service improvements and implement change Willingness to undertake further training and development as required Ability to work occasional extended hours Being flexible to cover shifts during staff absence (sometimes at short notice) Ability to train, coach and mentor new team members Confidence in handling challenging conversations or conflict resolution Qualifications Good general standard of education (GCSE English and Maths or equivalent) Evidence of continuing professional or leadership development NVQ Level 3 or above in Customer Service, Business Administration, or Health and Social Care AMSPAR or equivalent medical administration qualification Leadership or management training/certification Experience Experience in rota management Experience of staff supervision including workload planning, delegation and performance monitoring Experience in handling complaints or incidents Experience in customer-facing roles requiring excellent communication and service delivery Experience using IT systems and managing data accurately Experience within a GP Practice or healthcare/NHS setting Experience using AccuRx Experience using SystmOne 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. #J-18808-Ljbffr