Patient Services & Reception Lead in Northampton

We are seeking an experienced, professional, and approachable Reception Manager to join our busy and friendly GP Practice during an exciting period of positive structural development and service improvement. This is an excellent opportunity for a confident and capable individual who thrives in a fast-paced healthcare environment and can provide calm, supportive leadership while helping guide a team through change. The successful candidate will play a key role in overseeing the day to day running of the reception team, ensuring patients receive a high standard of care and service, while fostering a fair, inclusive, and collaborative working environment.

Main duties of the job:

• Ability to supervise and motivate staff
• Managing performance and attendance
• Supporting staff wellbeing and development
• Leading by example
• Professional and empathetic communication
• Managing difficult conversations calmly
• Effective liaison with clinicians, patients, and external services
• Clear verbal and written communication
• Delivering high standards of patient service
• Managing complaints sensitively
• Understanding confidentiality and patient dignity
• Handling vulnerable or distressed patients appropriately
• Prioritising workload efficiently
• Maintaining smooth reception flow during busy periods
• Handling day-to-day operational issues
• Managing conflict professionally
• Using initiative within practice policies
• Competence with clinical systems - SystmOne
• Appointment management
• Document workflow and task handling
• Telephone systems and online consultation platforms
• Understanding GDPR and confidentiality requirements
• Safeguarding awareness
• Following NHS and practice policies
• Maintaining accurate records
• Remaining calm under pressure
• Adapting to change and service pressures
• Supporting the team during challenging situations
• Identifying areas for service improvement
• Supporting audits and process improvements
• Encouraging consistent standards across the reception team

Job responsibilities:

• Oversee the administration and support operations of the practice, ensuring staff achieve their primary responsibilities
• Line manage all administrative staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
• Maintain the highest levels of confidentiality due to the nature of the role and with being exposed to a greater level of confidential material and data
• Support, create and maintain clinical rotas for all types of appointments
• Support in the coordination of the home visits rota
• Complete staff appraisals as required
• Identify and deliver team training where required
• Compile Reception staff rotas
• Review and update all administrative and reception policies and procedures as required
• Support the management team in the compilation of practice reports and the practice development plan
• Develop, implement and embed efficient office processes and procedures to adhere to extant legislation
• Act as a focal point for the practice, managing requests from external organisations such as the local police, solicitors, DVLA and other agencies
• Coordinate the provision of temporary administrative and reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences
• Update the appointment system to reflect leave and other approved absences
• Provide initial guidance and advice to patients who wish to verbally complain, and ensure that the administration team is fully conversant with the complaints procedure
• Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
• Act as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately
• Be instrumental in ensuring that both Enhanced Service and QOF achievements have been maximised
• Be an integral part of the general practice team
• Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on Safeguarding Adults and Safeguarding Children
• Support in the delivery of enhanced services and other service requirements
• Undertake all mandatory training and induction programmes
• Contribute to and embrace the spectrum of clinical governance
• Maintain a clean, tidy, effective working area at all times
• Attend a formal appraisal with their manager at least every 12 months. Once a performance/training objective has been set, progress will be reviewed on a regular basis so that new objectives can be agreed

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
• Competent in the use of Outlook and MS Office
• Problem Solver with the ability to process information accurately and effectively
• 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 team member and autonomously
• Sensitive and empathetic in distressing situations
• Effective time management
• Good organisational skills
• Ability to effectively utilise resources
• High levels of integrity and loyalty
• Ability to build relationships
• Flexible, cooperative and motivated
• Confident, assertive and resilient
• Ability to motivate, enhance morale and maintain a positive working environment, including team building sessions
• Understanding of Safeguarding adults and children
• Demonstrate personal accountability, emotional resilience and the ability to work well under pressure
• Experience of Health & Safety requirements and needs within a small business
• Experience of providing appraisal writing and staff development

Qualifications:

• Good Standard of Education with expectation of having both Maths & English GCSE or equivalent.

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.