About this role
Job summary
We are looking to recruit a new Reception Team Lead to join our friendly practice team in Heald Green, Cheadle.
Our receptionists are a key first point of contact for patients, providing an essential service both face-to-face, on the telephone and online. It is expected that patients are welcomed, signposted appropriately and supported throughout their care journey.
The main focus of the Reception Team Lead will be to ensure all sites operate safely and smoothly. Lead and supervise the teams of administrational and reception staff in the delivery of excellent customer care.
Responsible for the management, performance, development and motivation of the reception staff. To ensure all admin systems and procedures operate effectively and efficiently and make sure the clinical team are properly supported to ensure excellent delivery of care for the practice population.
Typical working hours would be around the practices core hours of 8am and 6:30pm, Monday to Friday and we would look to arrange days and times with the successful candidate
Main duties of the job
Main responsibilities will typically include being responsible for directing staff on and carrying out the following:
Acting as the first point of contact for patients, dealing with telephone, face-to-face and online enquiries in a polite, professional and efficient manner.
Managing patients requests for appointments via telephone, in person and AccuRx online booking systems using our Electronic Patient Record System, EMIS Web.
Processing and directing requests for home visits, repeat prescriptions, medical reports and test results.
Assisting registering new patients, directing patients to use the NHS App and updating patient records.
Directing patient requests for non-NHS services such as medicals, private certificates and reports.
Processing clinical correspondence, including scanning, filing and actioning documents and tasks in Docman / workflow systems.
Maintaining accurate data entry into all practice systems.
Providing general clerical assistance to clinical and non clinical members of the multidisciplinary team.
Maintaining a clean and welcoming reception and waiting area.
Ensuring confidentiality and compliance with practice policies at all times.
Work harmoniously with patients and staff.
Be proactive in fostering a positive working environment.
About us
Heald Green Health Centre is a friendly GP practice located in Heald Green Cheadle.
Our priority is to see every team member thrive.Looking after our staff is central to our values. We pride ourselves in team building and creating a happy working environment.
Job description Job responsibilities General Responsibilities
Work collaboratively with clinical and management teams to support service delivery
Contribute to continuous improvement and organisational development
Maintain compliance with confidentiality, data protection, and governance standards
Take responsibility for personal and professional developmentKey ResponsibilitiesLeadership & Team Management
Provide day-to-day leadership, supervision and support to reception staff
Conduct training, supervision, appraisals, and development planning
Set and monitor individual and team objectives (SMART goals)
Manage rotas, staffing levels, and leave requests to ensure service continuity
Support recruitment, onboarding, and performance management processes
Act as first point of contact for staff queries, issues, and operational challenges
Reception & Administrative Duties
Deliver a professional, efficient front-line reception service, including:
Managing appointments, patient queries, and telephone systems
Processing registrations, repeat prescriptions, and clinical requests
Handling correspondence, filing, and record-keeping
Provide cover on reception as required and lead by example in service delivery
Ensure accurate and timely completion of administrative workflows
Patient Experience & Communication
Act as the first point of contact for patient complaints and ensure timely resolution
Communicate effectively with patients, staff, and external agencies
Support patient engagement and feedback initiatives (e.g. participation groups)
Promote a professional, inclusive, and patient-centred environment
Operations & Performance
Monitor and manage KPIs relating to service delivery and efficiency
Allocate and coordinate workloads across the team
Support service improvement, process optimisation, and project work
Ensure effective handling of requests such as home visits and external service demands
Governance, Compliance & Risk
Ensure adherence to organisational policies, procedures, and regulatory requirements
Maintain confidentiality of all patient, staff, and business information
Report and manage incidents, complaints, and significant events
Support quality improvement and shared learning across the organisation
Health & Safety & Safeguarding
Comply with health & safety, infection control, and security procedures
Maintain a clean, safe, and secure working environment
Ensure safeguarding responsibilities are upheld at all times
Information & Systems Management
Maintain strong working knowledge of practice systems (IT, telephony, data reporting)
Support team members in system use and ensure data accuracy
Monitor and report on performance and service data
Equality, Diversity & Professional Standards
Promote equality, diversity, and inclusion in all interactions
Treat all patients, carers, and colleagues with dignity and respect
Maintain professional development through training and appraisal
Resources & Administration
Manage administrative resources (e.g. stationery, supplies) efficiently
Ensure accurate records are maintained across all administrative functions
Person Specification
Main Essential
Excellent communication and interpersonal skills. Strong IT and keyboard skills with attention to detail and accuracy. Good time management Ability to work under pressure in a busy environment. Reliable, flexible, and committed to providing high standards of patient care. Ability to work effectively as part of a team and in leading it. Committed to providing patient-centred care
Desirable
Previous experience in a GP practice, other healthcare setting or regulated environment. Knowledge of practice systems including EMIS Web, Docman, Accurx, MS Office or similar systems. Familiarity with NHS procedures and patient confidentiality requirements.
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 Heald Green Health Centre
Address Finney Lane
Cheadle
SK8 3JD
Employer's website https://www.healdgreenhealthcentre.nhs.uk/ (Opens in a new tab)