Lead Receptionist in Nottingham

The Lead Receptionist Manager is responsible for the efficient management and direction of the practice’s administration team, ensuring all duties are performed to the required standard and aligned with the practice’s objectives. The role supports the Reception team, maintains service quality, and ensures compliance with CQC regulations.

Main duties of the job:

• Oversee the administration and support operations of the practice, ensuring staff achieve their responsibilities.
• Line manage all administrative staff, support staff development, provide guidance and direction, and ensure staff training is complete.
• Support, create and maintain clinical rotas for all types of appointments and home visits.
• Compile administration staff rotas.
• Act as the focal point for the practice, managing requests from external organisations (police, solicitors, DVLA etc.).
• Coordinate provision of temporary administrative and reception staff, ensuring absences are covered.
• Update the appointment system to reflect absences and leave.
• Provide initial guidance and advice to patients who wish to verbally complain, ensuring the administration team is aware of the complaints procedure.
• Manage all deliveries to the practice and ensure adherence to the cold chain policy.
• Act as building fire marshal, ensuring evacuation lists are current and the visitors log is used appropriately.
• Ensure that both Enhanced Service and QOF achievements are maximised.
• Be aware of duties regarding current legislation and adhere to policies and procedures on Safeguarding adults and children.
• Undertake all mandatory training and induction programmes.
• Maintain a clean, tidy, and effective working area at all times.
• Attend formal appraisal with the manager at least every 12 months, reviewing progress against performance and training objectives.
• Deputise for the Practice Manager in their absence.
• Coordinate and produce meeting agendas and record minutes of meetings.
• Support the Practice Manager with maintenance of the practice website and social media accounts.
• Monitor and promote the use of the Friends and Family Test.
• Champion continuous improvement, encouraging staff participation and suggestion of CI initiatives.
• Coordinate and act as secretary for the Patient Participation Group meetings.
• Participate in audits and practice management meetings, and attend external meetings pertinent to this role.
• Support and participate in shared learning and other service requirements.

Person Specification:

Experience:

• Experience of working with the general public.
• Experience of administrative duties.
• Experience of leading/managing a team.
• Experience of working in a healthcare setting.
• Experience of successfully developing and implementing projects.
• Experience of providing appraisal writing and staff development.
• Experience of health and safety requirements and needs within a small business.
• Experience of chairing meetings, and producing agendas and minutes.

Qualifications:

• A good standard of education, with an expectation of having both GCSE Maths and English at Grade C or above, or Functional Skills Level 2 in Maths and English.
• AMSPAR qualification (L3 in Medical Administration).
• NVQ Level 2 in Health and Social Care.

Knowledge & Skills:

• Excellent communication skills (written and oral).
• Competent in the use of MS Office and Outlook.
• Problem solver with the ability to process information accurately and effectively, interpreting data as required.
• Ability to use own initiative, discretion, and sensitivity.
• Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity.
• Ability to work as a team member and autonomously.
• Sensitive and empathetic in distressing situations.
• Experience of performance management, including appraisal writing, staff development and disciplinary procedures.
• Ability to exploit and negotiate opportunities to enhance service delivery.
• Strategic thinker with a solutions-focused approach.
• Effective time management (planning and organising).
• Good organisational skills.
• Ability to effectively utilise resources.
• Punctual and committed to supporting the team effort.
• High levels of integrity and loyalty.
• Ability to network and build relationships.
• Flexible, cooperative and motivated.
• Confident, assertive and resilient.
• Ability to drive and deliver change effectively.
• Ability to use initiative and judgement.
• Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions.
• Understanding of safeguarding adults and children.
• Proven problem-solving and analytical skills.
• Demonstrate personal accountability, emotional resilience and the ability to work well under pressure.
• Ability to work to key policies and procedures.
• Occupational Health clearance.

Disclosure and Barring Service Check: This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, and a submission for Disclosure to the Disclosure and Barring Service will be required to check for any previous criminal convictions.