About this role
Job summary
We are seeking an experienced and highly motivated Senior Receptionist to join our busy GP practice. This is an excellent opportunity for an organised and patient-focused individual to play a key role in supporting the smooth running of our reception team and delivering exceptional customer service to our patients.
Main duties of the job
Acting as a senior member of the reception team and providing day-to-day support to reception staff.
Managing and resolving patient queries, concerns, and complaints in a professional and empathetic manner.
Providing excellent customer service both face-to-face and over the telephone.
Scheduling appointments and assisting patients with access to practice services.
Supporting the management of staff rotas, including adding schedules and maintaining rotas within EMIS Web.
Assisting with practice administration and ensuring reception processes are followed efficiently.
Working collaboratively with clinical and administrative teams to support patient care.
Maintaining patient confidentiality at all times in line with NHS and GDPR requirements
About us
We are a friendly, patient-centred GP practice with a strong commitment to delivering high-quality healthcare to our local community. Our team is made up of dedicated clinical and administrative professionals who work closely together to provide the best possible experience for our patients.
We pride ourselves on having a family-oriented atmosphere where teamwork, mutual respect, and support are at the heart of everything we do. We have built a positive and welcoming working environment with excellent team cohesion, where every member of staff is valued and encouraged to contribute to the continued success of the practice.
As a practice, we recognise the importance of maintaining a healthy work-life balance and fostering a culture where colleagues support one another. We believe that a happy and engaged team enables us to provide the highest standards of patient care.
The successful candidate will be joining a well-established, supportive team and will play an important role in helping us continue to deliver an efficient, compassionate, and responsive service to our patients.
Job description Job responsibilities
The Senior Receptionist plays a key role in supporting the day-to-day management of the reception function, ensuring that patients receive a professional, efficient, and welcoming service at all times. As a senior member of the administrative team, you will provide guidance and support to reception staff, assist with the smooth running of practice operations, and help maintain high standards of patient care.
The role involves managing patient enquiries and resolving issues effectively, coordinating appointments, maintaining staff rotas and schedules within EMIS Web, and supporting the delivery of administrative processes across the practice. You will work closely with clinicians, management, and administrative colleagues to ensure services are delivered efficiently and in line with practice policies, NHS requirements, and patient needs.
The successful candidate will possess excellent communication, organisational, and problem-solving skills, with experience in a GP practice environment and a commitment to providing outstanding patient service. Knowledge of EMIS Web and an understanding of QOF processes are highly desirable. All duties must be carried out with strict adherence to patient confidentiality, GDPR requirements, and NHS standards.
Person Specification
Experience Essential
The ideal candidate will have: Previous experience working within a GP practice or primary care setting. Strong knowledge of EMIS Web and appointment management systems. Experience managing or supporting staff rotas. An understanding of QOF processes and primary care administration. Excellent communication, organisational, and problem-solving skills. A positive attitude and the ability to remain calm under pressure. A commitment to delivering outstanding patient care and customer service.
Desirable
Experience supervising, mentoring, or supporting a reception team within a GP practice or healthcare setting. Knowledge of NHS systems, primary care processes, and patient pathways. Experience handling patient complaints, concerns, and complex enquiries with professionalism and empathy. Proficiency in using EMIS Web and other primary care clinical systems. Strong IT skills, including experience with Microsoft Office applications, particularly Excel, Word, Outlook, and Teams. Ability to use Excel for data management, reporting, audit work, rota planning, and monitoring practice performance. Experience producing reports, maintaining spreadsheets, and analysing administrative data to support practice objectives. In depth knowledge of QOF (Quality and Outcomes Framework) processes and patient recall systems. Experience managing staff rotas, annual leave requests, and scheduling within healthcare settings. Understanding of NHS digital systems, including electronic document management and online patient services Confidence in training or supporting colleagues with practice systems and administrative procedures. Experience contributing to service improvement initiatives and implementing new ways of working. Excellent organisational skills with the ability to prioritise workloads and meet deadlines in a fast-paced environment. Flexibility and willingness to support the practice through periods of change and development, including the transition to our new practice building.
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 Uplands Medical Practice
Address Whitefield Health Centre
Bury New Road
Whitefield, Manchester
M45 8GH
United Kingdom
Employer's website https://theuplandsmp.nhs.uk/ (Opens in a new tab)