This senior reception post sits within the Health Care Navigation team at Oakmeadow Surgery, a GP practice. The postholder oversees day-to-day reception services, line manages reception staff, compiles rotas and keeps the appointment system running. The role runs on a weekly rota across extended opening hours, including occasional early morning surgeries, and favours candidates with general practice reception experience. Five GCSEs at grades A to C including English and Maths are essential.
What the job involves
- Oversee reception services, ensuring staff meet their primary responsibilities
- Line manage all reception staff, supporting development, performance and mandatory training
- Conduct inductions, organise ongoing training, lead team meetings and support staff wellbeing and performance reviews
- Act as first point of escalation for complex patient queries, sensitive conversations and verbal complaints
- Act as the communication link between partners, management and staff, advising on communication methods and best practice
- Compile reception staff rotas
- Coordinate temporary reception cover for leave and other absences
- Allocate daily tasks and monitor phone queue performance and digital mailboxes
- Maintain an effective appointment system, including updates for leave and approved absences
- Review and update reception procedures as required
- Ensure compliance with confidentiality, data protection, information governance and Health & Safety standards in reception
- Manage practice deliveries, following the cold chain policy where necessary
What's required
Qualifications
- Five GCSEs at grades A to C, or equivalent, including English and Maths
Experience
- Experience working in a busy reception, administration or customer service environment
- Previous experience supporting or supervising staff
Skills & knowledge
- Excellent verbal and written communication skills
- Professional, approachable, patient-focused manner, handling challenging situations with empathy and discretion
- Understanding of confidentiality, data protection, information governance and professional boundaries
- Ability to lead, motivate and support a team, delegate, manage workloads and address performance concerns
- Confident using computer systems, email and Microsoft Office
- Able to learn new systems and processes quickly
Nice to have
- Experience managing sensitive conversations, resolving conflicts and responding to complaints
- Experience supporting patients with complex queries or additional communication needs
- Knowledge of NHS policies, Health & Safety requirements and cold chain procedures
- Experience conducting appraisals, inductions, team meetings and training
- Relevant qualification in leadership, management or customer service
- Experience in general practice or an NHS setting, including QOF management
- Experience line managing a team and coordinating staff rotas
- Experience using SystmOne, AccuRx or other NHS primary care clinical systems
What's offered
- Guaranteed in-house training and support
- Career progression opportunities
- Opportunities to further develop skills
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