About this role
Job summary
Lower Clapton General Practice is looking to employ a dynamic Reception Team Leader to join our vibrant, expanding Practice in Hackney, East London.
We employ over 55 staff and provide personalised care to over 15,000 patients. Our Practice is a great place to work and we are keen to ensure that all our employees have the right values in order to provide the best service to our patients. Excellent interpersonal and communication skills, particularly verbal skills are essential.
Main duties of the job
The Practice is open from 8.00am to 8.00pm.
Job summary
The Reception Team Leader is responsible for leading and developing the reception team to deliver a safe, efficient and patient-centred front-of-house service. The post-holder will oversee day-to-day operational performance, support workforce planning, coach and develop staff, drive continuous improvement and work collaboratively with the management team to ensure high standards of patient access and experience. The role acts as a central point of contact for patients, clinicians, practice staff and external agencies, ensuring information, messages and enquiries are handled appropriately, professionally and efficiently. The post-holder remains operational as well as supervisory, providing reception and administrative support in line with the needs of the practice. Experience of working in a general practice is an advantage. Knowledge of Emis Web computer system is desirable but not essential and full training will be provided. Please refer to the job description for full details.
About us
We are a 6 Partner Practice. We have a dedicated multidisciplinary clinical team which includes General Practitioners, Practice Nurses, Advance Nurse Practitioner, Health Care Assistants, Clinical Pharmacist, PCN ARRs Roles and a dedicated team of Reception and Administration staff.
Job description Job responsibilities Key purpose of the role
Lead service delivery across the reception function, ensuring safe, responsive and consistent standards of patient service.
Lead, motivate, coach and support reception staff to deliver consistently high standards of patient service.
Monitor operational performance, patient access, telephone demand, appointment utilisation and patient feedback, taking action where appropriate.
Support workforce planning, daily staffing allocation, rotas, annual leave planning, sickness cover and contingency arrangements.
Promote safe, effective care navigation and signposting in accordance with practice protocols and local NHS guidance.
Work closely with clinicians, managers and wider practice teams to support change, quality improvement, governance and CQC readiness.
Person Specification
Experience Essential
Refer to Person Specification
Desirable
Refer to Person Specification
Excellent interpersonal and communication skills, particularly verbal skills are essential. Essential
Refer to Person Specification for more detail
Desirable
Refer to Person Specification for more detail
Qualifications Essential
Refer to Person Specification
Desirable
Refer to Person Specification
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.
Employer details Employer name LOWER CLAPTON GROUP PRACTICE
Address Lower Clapton General Practice
The Portico
34 Linscott Road
London
E5 0RD
United Kingdom
Employer's website https://www.lowerclapton.nhs.uk/ (Opens in a new tab)