Reception Lead in Heacham

Heacham Group Practice has an opportunity for an enthusiastic and proactive Reception Lead to join our team on a part‑time basis for approximately 25 hours per week, over 4–5 days.

As Reception Lead you will oversee the daily operations of our reception, ensuring every patient, visitor and colleague receives a warm, professional and efficient experience. You will lead and support a small team of receptionists, providing guidance, training and daily supervision. This hands‑on role suits someone who enjoys both team leadership and patient contact and interaction. The receptionist plays a pivotal role in the experience of patients at our practice, helping them to access the right services and dealing with their queries face‑to‑face, online and by telephone.

• Supervise and support the reception team, ensuring high standards of customer service at all times.
• Assist with maintaining and monitoring the practice e‑mails and electronic communications.
• Assist and support reception team with answering incoming phone calls, booking appointments and signposting patients and callers as appropriate.
• Produce, maintain and participate in reception rotas ensuring cover is planned, absence is managed and authorised appropriately.
• Manage workflow allocation ensuring work is completed and communicated consistently.
• Handle complex or escalated patient queries with professionalism and empathy.
• Ensure accurate use of appointment booking system on the phone and online and deal with enquiries.
• Work collaboratively with clinical, administrative and allied staff including Community staff to ensure smooth patient journeys.
• Support onboarding and training of new reception team members.
• Support reception staff development providing guidance and direction.
• Answer queries and complaints from patients and outside agencies, signposting to the appropriate staff member as appropriate.
• Advise patients of practice procedures.
• Assist with registering new patients, temporary patients and processing online access requests.
• Support the management team in the day‑to‑day operations of the practice.

Heacham Group Practice is a long‑established, friendly GP Practice with two surgeries at Heacham and Snettisham providing excellent quality healthcare for approximately 7,600 patients. Our clinical team includes two GP Partners, salaried GPs, an ANP and a very skilled nursing team including a Nurse Practitioner, specialist nurses and HCAs. We are supported by an experienced administrative team who work closely with our clinical team providing excellent patient care along with a dedicated and supportive work environment. We work alongside a wide range of other healthcare professionals including physiotherapists, the Frailty Team, a pharmacist and a social prescriber through our PCN. We are proud to be a training practice for GP registrars. Our clinical system is SystmOne and we also utilise AccuRx to support our patient accessibility.

• A permanent employment contract
• Membership of the NHS Pension Scheme
• Support for your personal and professional development
• Excellent training and development opportunities

• Ability to work in a polite, confidential and discreet manner, respecting patients and colleagues at all times.
• Experience of working with the general public, being sensitive and empathic in distressing situations.
• Ability to work as part of a team.
• Strong IT and administration skills, with a high level of accuracy and attention to detail.
• Previous experience of working in a health care setting is desirable.
• Problem‑solving and analytical skills.
• Some flexibility is required, as you may need to work additional or alternative hours to cover for colleagues. Applicants should ensure they live within reasonable commuting distance.

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

Employer Name: Primary Care Careers

Address: 45 Station Road, Heacham, Kings Lynn, Norfolk, PE31 7EX