Senior Receptionist/Team Leader in Rochdale

To support the Practice Manager in managing and supporting the administrative/reception team, handling daily operations, ensuring high standards of patient service, coordinating training, managing rotas, and resolving issues. Performing core admin tasks including booking appointments, patient registration, and workflow management, bridging staff needs with practice goals and CQC compliance.

Key duties include team motivation, performance management, facilitating communication, and operational efficiency, often focusing on short-term goals and individual development within the admin/reception function.

Main duties of the job:

• Have thorough knowledge of all practice policies and procedures
• Work in accordance with written protocols
• Provide administrative support for clinical staff
• File patient records and correspondence when necessary
• Open and distribute practice post
• Register new patients following the registration protocol
• Send letters/text messages to patients as required
• Update EMIS system as required

About us: Rochdale Health Alliance (RHA) was established in 2016. Our Board is made up of practicing GP Partners, who have between them over 100 years of experience working as GPs, and a Non-Executive Director who is also the Chair of RHA. The Directors, supported by an experienced team provide guidance and insight into the challenges and opportunities in General Practice and help us to shape the services to ensure that they meet the needs of patients. RHA is excited to have you as part of our healthcare family and look forward to providing you with exceptional care and service. Our team is dedicated to ensuring a smooth transition and maintaining the high standards you have come to expect.

Job responsibilities:

• Provide first-line support, guidance, and coaching to admin/reception staff.
• Manage performance, conduct training, and identify development needs.
• Create and manage staff rotas.
• Foster a positive, collaborative, and communicative work environment.
• Handle conflict resolution and performance issues.
• Oversee daily reception and admin operations, ensuring efficiency.
• Develop and implement efficient office procedures and policies, adhering to legislation.
• Manage workflow, including post, scanning, and document processing.
• Ensure compliance with CQC regulations and quality standards.
• Adhoc work scanning.
• Weekly review of paperwork.
• Stock consulting rooms on a monthly basis.
• Attend mandatory training sessions i.e. fire safety, health and safety.
• Pursue own professional development in accordance with an agreed personal development plan.

Qualifications:

• Educated to GCSE standard grade 4 & above including Maths and English
• Commitment to personal and professional development
• Management or Leadership qualification, e.g. LM Leadership and Management Level 2

Knowledge and Skills:

• Good IT skills including MS Office packages
• Excellent leadership, organisational and interpersonal skills
• Ability to remain calm and patient in stressful situations
• Ability to read, write and speak English to a good standard
• Good organisational skills
• Ability to work autonomously as well as in a team
• Excellent written, verbal and listening skills
• Strong organisational skills with the ability to prioritise tasks effectively
• Awareness for the need for confidentiality and compassion
• Understanding of equality, diversity, and confidentiality in a healthcare setting.
• Experience in change management processes

Experience:

• Experience of working in a primary care environment
• Experience of using EMIS and DOCMAN or other clinical systems
• Experience in a customer facing role and/or office environment
• Experience of handling situations if potential conflict
• Supervisory Experience
• Experience of working in a busy environment

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.