About this role
Job summary
The Lead receptionist is responsible for the leadership, organisation and continuous improvement of reception and administrative services within the practice.
The post-holder will ensure safe, efficient and patient-centred front-of-house operations, maintaining high standards of access, communication and service delivery.
This role includes direct line management of the reception team, oversight of systems and processes, and responsibility for driving service improvements aligned with practice priorities.
Given the level of access to confidential and sensitive information, the post-holder must maintain the highest standards of professionalism, integrity and confidentiality at all times.
Main duties of the job
Oversee the day-to-day running of reception and administrative services
Lead on the coordination and optimisation of clinical and administrative rotas
Always ensure appropriate staffing levels and effective cover
Develop, implement and maintain efficient office processes and workflows
Manage incoming deliveries, ensuring adherence to cold chain and relevant policies
Act as fire marshall and ensure appropriate safety processes are followed
Line manage all reception staff, including recruitment, induction, performance management and absence management
Conduct staff appraisals and support ongoing development
Identify and deliver training needs within the team
Foster a positive, supportive and accountable team culture
Lead on staff wellbeing, engagement and team cohesion initiatives
Support delivery and optimisation of Enhanced Services and QOF-related administrative processes
Develop, implement and review reception policies and procedures
Act as first point of escalation for patient concerns and complaints, ensuring appropriate handling in line with policy
Ensure compliance with safeguarding, health and safety, and organisational policies
Promote confidentiality, information governance and data protection.
Ensure patients are treated with dignity, respect and compassion.
Assist with the development and review of reception policies and procedures.
Minute practice meetings and service improvement initiatives.
About us
Brookfield Park Surgery is a well established General Practice based in Camden, serving the local community with a comprehensive range of primary care services.The practice is committed to providing high quality, patient-centred care, supporting the health and wellbeing of its diverse population through accessible, responsive, and coordinated healthcare services.
Our team is made up of experienced GP partner, salaried GPs, Practice Nurse, Health Care Assistant, Allied health professionals, and a dedicated administrative team, all working collaboratively to deliver excellent services. We are a training practice, training both GP registrars and medical students.
As an active member of the North Camden Primary Care Network (PCN), the practice collaborates with neighbouring practices and local partners to enhance access, and improve health outcomes.
The Lead Receptionist will be well supported by the GP Partner, and wider surgery team.
Job description Job responsibilities
Job Summary
The Lead receptionist is responsible for the leadership, organisation and continuous improvement of reception and administrative services within the practice.
The post-holder will ensure safe, efficient and patient-centred front-of-house operations, maintaining high standards of access, communication and service delivery.
This role includes direct line management of the reception team, oversight of systems and processes, and responsibility for driving service improvements aligned with practice priorities.
Given the level of access to confidential and sensitive information, the post-holder must maintain the highest standards of professionalism, integrity and confidentiality at all times.
Primary Responsibilities
Oversee the day-to-day running of reception and administrative services
Lead on the coordination and optimisation of clinical and administrative rotas
Always ensure appropriate staffing levels and effective cover
Develop, implement and maintain efficient office processes and workflows
Manage incoming deliveries, ensuring adherence to cold chain and relevant policies
Act as fire marshall and ensure appropriate safety processes are followed
Line manage all reception staff, including recruitment, induction, performance management and absence management
Conduct staff appraisals and support ongoing development
Identify and deliver training needs within the team
Foster a positive, supportive and accountable team culture
Lead on staff wellbeing, engagement and team cohesion initiatives
Support delivery and optimisation of Enhanced Services and QOF-related administrative processes
Develop, implement and review reception policies and procedures
Act as first point of escalation for patient concerns and complaints, ensuring appropriate handling in line with policy
Ensure compliance with safeguarding, health and safety, and organisational policies
Promote confidentiality, information governance and data protection.
Ensure patients are treated with dignity, respect and compassion.
Assist with the development and review of reception policies and procedures.
Minute practice meetings and service improvement initiatives.
We are particularly interested in candidates who can demonstrate that they:
Lead by example you are reliable, professional and someone colleagues can approach for support.
Take ownership you are willing to take responsibility for problems and see things through to a resolution.
Support others you enjoy helping colleagues develop and are comfortable providing constructive feedback.
Communicate well you can adapt your communication style when dealing with patients, colleagues, clinicians and managers.
Want to develop you are motivated to progress your career and are willing to develop the skills required to become an effective manager.
Development opportunity
We recognise that moving from a receptionist position into a leadership position is a significant step.
The successful candidate will receive appropriate support from the Lead GP/Managing partner, with opportunities to develop their skills in: Team leadership and supervision Staff development and performance management Managing difficult conversations Recruitment and induction Workforce planning Service improvement Complaint handling Practice policies and procedures
NHS and primary care requirements
Person Specification
Experience Essential
You will ideally be an experienced NHS/GP receptionist who is looking for an opportunity to progress their career. You will have: Good knowledge and experience of working within an NHS or GP reception environment. A strong understanding of the pressures and challenges faced by patients and reception teams. Experience of supporting, mentoring or guiding colleagues. The confidence to take responsibility and make appropriate decisions. Excellent communication and interpersonal skills. A calm, approachable and professional manner. The ability to deal sensitively with challenging situations. Good organisational skills and the ability to prioritise effectively. Strong IT skills and experience of relevant clinical/administrative systems. Knowledge of EMIS Web. A commitment to confidentiality and information governance. A willingness to learn and develop your management and leadership skills. A positive attitude towards change and service improvement.
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 Brookfield Park Surgery
Address 68 Chester Road
London
N19 5BZ
United Kingdom
Employer's website https://www.brookfieldparksurgery.co.uk/ (Opens in a new tab)