Reception Team Lead in Cheadle Hulme

We are looking to recruit a new Reception Team Lead to join our friendly practice team in Heald Green, Cheadle. Our receptionists are a key first point of contact for patients, providing an essential service both face‐to‐face, on the telephone and online. It is expected that patients are welcomed, signposted appropriately and supported throughout their care journey.

The main focus of the Reception Team Lead will be to ensure all sites operate safely and smoothly. Lead and supervise the teams of administrational and reception staff in the delivery of excellent customer care. Responsible for the management, performance, development and motivation of the reception staff, ensuring all admin systems and procedures operate effectively and efficiently and that the clinical team are properly supported to enable excellent delivery of care for the practice population.

Typical working hours will be around the practice's core hours of 8am to 6:30pm, Monday to Friday with days and times arranged with the successful candidate.

Main duties of the job

• Act as the first point of contact for patients, dealing with telephone, face‐to‐face and online enquiries in a polite, professional and efficient manner.
• Manage patients' requests for appointments via telephone, in person and AccuRx online booking systems using the Electronic Patient Record System, EMIS Web.
• Process and direct requests for home visits, repeat prescriptions, medical reports and test results.
• Assist in registering new patients, direct patients to use the NHS App and update patient records.
• Direct patient requests for non‐NHS services such as medicals, private certificates and reports.
• Process clinical correspondence, including scanning, filing and actioning documents and tasks in Docman / workflow systems.
• Maintain accurate data entry into all practice systems.
• Provide general clerical assistance to clinical and non‐clinical members of the multidisciplinary team.
• Maintain a clean and welcoming reception and waiting area.
• Ensure confidentiality and compliance with practice policies at all times.
• Work harmoniously with patients and staff.
• Be proactive in fostering a positive working environment.

Key Responsibilities

• Leadership & Team Management
  • Provide day‐to‐day leadership, supervision and support to reception staff.
  • Conduct training, supervision, appraisals and development planning.
  • Set and monitor individual and team objectives (SMART goals).
  • Manage rotas, staffing levels and leave requests to ensure service continuity.
  • Support recruitment, onboarding and performance management processes.
  • Act as first point of contact for staff queries, issues and operational challenges.
• Reception & Administrative Duties
  • Deliver a professional, efficient front‐line reception service, including managing appointments, patient queries and telephone systems.
  • Processing registrations, repeat prescriptions and clinical requests.
  • Handling correspondence, filing and record‐keeping.
  • Provide cover on reception as required and lead by example in service delivery.
  • Ensure accurate and timely completion of administrative workflows.
• Patient Experience & Communication
  • Act as the first point of contact for patient complaints and ensure timely resolution.
  • Communicate effectively with patients, staff and external agencies.
  • Support patient engagement and feedback initiatives (e.g. participation groups).
  • Promote a professional, inclusive and patient‐centred environment.
• Operations & Performance
  • Monitor and manage KPIs related to service delivery and efficiency.
  • Allocate and coordinate workloads across the team.
  • Support service improvement, process optimisation and project work.
  • Ensure effective handling of requests such as home visits and external service demands.
• Governance, Compliance & Risk
  • Ensure adherence to organisational policies, procedures and regulatory requirements.
  • Maintain confidentiality of all patient, staff and business information.
  • Report and manage incidents, complaints and significant events.
  • Support quality improvement and shared learning across the organisation.
• Health & Safety & Safeguarding
  • Comply with health & safety, infection control and security procedures.
  • Maintain a clean, safe and secure working environment.
  • Ensure safeguarding responsibilities are upheld at all times.
• Information & Systems Management
  • Maintain strong working knowledge of practice systems (IT, telephony, data reporting).
  • Support team members in system use and ensure data accuracy.
  • Monitor and report on performance and service data.
• Equality, Diversity & Professional Standards
  • Promote equality, diversity and inclusion in all interactions.
  • Treat all patients, carers and colleagues with dignity and respect.
  • Maintain professional development through training and appraisal.
• Resources & Administration
  • Manage administrative resources (e.g. stationery, supplies) efficiently.
  • Ensure accurate records are maintained across all administrative functions.

Person Specification

• Excellent communication and interpersonal skills.
• Strong IT and keyboard skills with attention to detail and accuracy.
• Good time management.
• Ability to work under pressure in a busy environment.
• Reliable, flexible and committed to providing high standards of patient care.
• Ability to work effectively as part of a team and in leading it.
• Committed to providing patient‐centred care.
• Previous experience in a GP practice, other healthcare setting or regulated environment.
• Knowledge of practice systems including EMIS Web, Docman, Accurx, MS Office or similar systems.
• Familiarity with NHS procedures and patient confidentiality requirements.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a submission to the Disclosure and Barring Service (formerly CRB) to check for any previous criminal convictions.