Reception Team Leader - Healthcare Operations

We are looking to recruit a full-time Team Leader working Monday to Friday to join our large friendly team situated in modern premises. The role of Team Leader is to ensure that all reception team functions are delivered smoothly to meet the needs of the patients. They will be supervising this team daily. The post holder will also have their own operational administrative responsibilities.

Please note we have scheduled an interview date of 28th July 2026.

• Providing effective leadership and assistance to the reception team.
• The post holder will supervise the reception team, waiting areas, the overall smooth running of the clinics and administrative functions in relation to the Reception Team.
• To ensure the adequate training and support of existing staff and inductions of new staff.
• Managing the reception rota and arranging cover for annual leave and unplanned absences.
• The postholder will be supported by the Assistant Practice Manager (APM).
• To share duties and workload of reception as and when required.
• To deal with incoming Accurx Triage online requests in line with practice protocols.
• Assisting the APM with the maintenance of the practice appointments system including adding clinics/sessions to EMIS, managing cancellations and any rescheduling of appointments.
• Monthly submissions to the Prescription Pricing Authority.

About us: Hetherington Group Practice Partnership runs two practices in Lambeth. This post is working at Hetherington Group Practice which is based in between Brixton & Clapham in a modern building with a list size of about 8000 patients. We are part of the Brixton & Clapham Park PCN and we work collaboratively with our colleagues within the PCN and also Lambeth GP Federation. The practice team consists of 2 GP partners, 8 salaried GPs, Practice Nurse, Outreach Nurse, Nursing Associate, Health Care Assistant, Clinical Pharmacist, Social Prescriber. Our non-clinical team consists of Practice Manager, Team Leader, receptionists (7), Administrators (2) and Care Co-Ordinators (3). We pride ourselves in being a friendly and supportive team, sharing knowledge and ideas. There are regular meetings and personal development and learning is encouraged. We strive to ensure all our staff maintain a good work/life balance.

• To oversee, supervise and ensure that the practice reception runs smoothly and that patient queries and needs are met in a timely, courteous and efficient manner.
• Provide effective leadership to the reception team.
• Sharing duties and workload at the reception desk as and when required.
• To undertake specific administrative duties as required by the practice.
• To proactively meet both practice current as well as future needs, which occur as a result of changes within and as required by the NHS.
• To comply with all NHS processes and procedures as required by the practice and NHS Lambeth.
• The post holder will be fully supported in their role by the Partners, Practice Manager and Assistant Practice Manager.

• The post holder will supervise the reception team, waiting areas, the overall smooth running of the clinics and administrative functions in relation to the Reception & Administration Team, supported by the Assistant Practice Manager.
• To provide effective leadership and offer general assistance to the Practice team and attached staff at the practice.
• To provide cross site working when required and working closely with and liaising with the Team leader at Pavilion Medical Centre and Assistant Practice Managers.
• To oversee and ensure that the practice reception runs smoothly and that patient queries and needs are met in a timely, courteous and efficient manner.
• Maintain a weekly staffing rota for the reception team, ensuring adequate cover and duties are covered in the event of annual leave or unplanned absences.
• Organising the reception team Saturday rota.
• In liaison with the Assistant Practice Manager, manage leave requests from the reception team.
• To supervise the reception team and their workload, ensuring daily/weekly duties are completed within specified time frame.
• Supervising the performance of the reception team in line with their job/role descriptions, motivating the team, providing them with guidance and feedback in relation to their work, with support from Assistant Practice Manager.
• Hold monthly team meetings to update the team on any relevant practice changes, raise and deal with any issues and identify any areas to discuss with the Assistant Practice Manager, including circulating the minutes after each meeting.
• Ensuring adequate training and personal development of the reception team.
• In liaison with Assistant Practice Manager design induction plans for new staff and provide them with the training they require and review of their progress.
• In liaison with the Assistant Practice Manager, ensure all staff are booked onto relevant training for Protected Learning Sessions and assisting in the organisation of training for practice only PLT.
• Support the Assistant Practice Manager in conducting annual individual performance reviews of direct reports with yearly review, designed to be a 2-way review of work objectives and work behaviours/skills.
• To assist with reception duties as and where required during busy periods both face to face and via the telephone.

• Allocate incoming Accurx Triage online forms to appropriate staff in line with practice protocols.
• Ordering and ensuring adequate stock levels of stationery related to Clinical areas e.g. Rx/Lab forms etc.
• Collating and co-coordinating information returns to the Prescription Pricing Authority (PPA) and send completed spreadsheet to the finance partner.

• Ensuring that the reception/waiting areas are kept clean, tidy and presentable in order to ensure a positive image to patients and visitors and to maintain health and safety standards.
• Maintaining up to date notices and patient information on practice premises.
• Manage the practice meetings diary and send invites to external parties.
• Assist the Assistant Practice Manager with maintenance of the practice appointments system, including being responsible for adding clinical sessions to EMIS from within the given timeframe, managing clinic cancellations and rescheduling of appointments.
• Assist the Assistant Practice Manager with the setting up new users on EMIS Web.
• Assist the Assistant Practice Manager with practice audits relating to appointments and repeat prescribing.
• Meet weekly with Assistant Practice Manager to discuss reception and operational issues.
• Attend practice wide meetings, regular meetings with the Practice and Assistant Practice Manager and external meetings as appropriate.
• Following practice complaints procedures as and when required.
• To ensure that any damaged or faulty medical equipment that is observed is reported to the relevant Practice staff member.
• To work with and support the Practice Manager to ensure the practice operates efficiently and productively.

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognizes the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.

The post-holder should recognise the importance of effective communication within the team and will:

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognise people's needs for alternative methods of communication and respond accordingly.

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.

In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.

• Previous experience of working in a Primary Care Setting.
• Working Knowledge of EMIS Web.
• Good written and spoken English.
• Ability to work autonomously and as part of a team.
• Experience of managing an appointments system.
• Previous experience of supervising small teams.
• Good communication and negotiating skills.
• Ability to cope under pressure.
• Reliable.
• Good with people.
• Uphold confidentiality standards.
• Uphold customer care issues.
• Willingness to work within the structure of a Primary Health Care Team.

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.