About this role
Job summary
Are you looking for the next step in your general practice career? Or maybe you are an experienced team leader looking for a new challenge? This is an exciting opportunity for the right candidate to take a senior position in our Health Care Navigation team.
Oakmeadow Surgery are looking for a full-time Reception Team Leader. The desirable candidate should have a experience of working in general practice, using Systm1, QOF management, good IT skills and the ability to support the Reception team.
In this position you will work closely with the management team to ensure the smooth and efficient running of the Reception Services offered by the Practice. We aim to provide our patients with the best care on each contact with the surgery and we are looking for an individual that shares that takes pride in the service they provide.
This opportunity is open to full-time hours; however, flexibility is essential. This role will be offered on a weekly rota basis covering the core hours of 8:00am 6:30pm, and as our practice offers extended opening hours, the occasional morning surgery from 7:00am.
You will be joining a friendly and experienced team We offer good career progression and opportunities to further enhance your skills with guaranteed in-house training and support.
A competitive salary will be offered, reflecting the successful candidates qualifications and relevant experience.
Main duties of the job
The following are the core responsibilities of the role:
Overseeing the reception services of the practice, ensuring staff achieve their primary responsibilitiesActing as the communication link between the partners, management team and staffConduct inductions for new receptionists, organise ongoing training, lead team meetings, and support staff wellbeing and performance reviewsLine managing all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory trainingCompiling reception staff rotasReviewing and updating all reception procedures as requiredAllocate daily tasks, monitor phone queue performance and digital incoming mailboxesMaintain an effective appointment systemAct as a focal point for communication, advising reception and administrative staff on methods of communication and best practiceCoordinate the provision of temporary reception staff ensuring sufficient cover is provided for periods of leave and other staff absencesUpdate the appointment system to reflect leave and other approved absencesAct as the first point of escalation for complex patient queries, sensitive conversations, or verbal complaints.Ensure compliance with patient confidentiality, data protection, information governance, and Health & Safety standards within the reception areaManage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
About us
Oakmeadow Surgery is a friendly and forward-thinking GP practice based in Glenfield, committed to providing excellent, compassionate and personalised NHS care to our patients. We pride ourselves on creating a welcoming and supportive environment where patients feel valued and our team works together to deliver high-quality care.
Our practice is built on a strong ethos of teamwork, respect and continuous improvement. We embrace innovation and the use of technology to improve patient access, enhance the patient experience and support the delivery of safe, effective and efficient care.
As a busy and evolving practice who work collaboratively to meet the diverse needs of our patient population. We believe that every member of staff plays an important role in the patient journey, and we value individuals who share our commitment to kindness, professionalism, integrity and excellent customer service.
We are also proud to be a training practice, supporting the development of GP registrars, medical students and trainee pharmacists. Education and professional development are important parts of our practice, and we value the opportunity to share knowledge, encourage learning and help develop the next generation of healthcare professionals.
We are looking for people who are enthusiastic, adaptable and passionate about making a positive difference to the lives of our patients.
Job description Job responsibilities
The Reception Team Leader is responsible for overseeing the day-to-day operation of the practice reception services, ensuring the delivery of an efficient, professional and patient-focused service. The role includes line managing and supporting reception staff, coordinating rotas and cover arrangements, delivering inductions and training, conducting team meetings and supporting staff performance and wellbeing.
The postholder will allocate daily tasks, monitor telephone and digital communication channels, maintain an effective appointment system and ensure reception procedures remain up to date. They will act as a key communication link between the Partners, Management Team and reception staff, providing guidance on best practice and acting as the first point of escalation for complex patient queries, sensitive conversations and verbal complaints.
The role also involves ensuring compliance with confidentiality, data protection, information governance and Health & Safety requirements, alongside coordinating practice deliveries and ensuring compliance with cold chain procedures where applicable.
Person Specification
Communication Skills Essential
Excellent verbal and written communication skills. Ability to communicate professionally with patients, colleagues and external organisations.
Desirable
Experience managing sensitive conversations, resolving conflicts and responding to patient complaints.
Patient Care and Customer Service Essential
A professional, approachable and patient-focused manner. Ability to handle challenging situations with empathy, discretion and patience.
Desirable
Experience supporting patients with complex queries or additional communication needs.
Confidentiality and Compliance Essential
Understands the importance of confidentiality, data protection, information governance and maintaining professional boundaries.
Desirable
Knowledge of NHS policies, Health & Safety requirements and cold chain procedures.
Leadership and Management Essential
Ability to lead, motivate and support a team. Able to delegate tasks, manage workloads and address performance concerns appropriately.
Desirable
Experience conducting appraisals, staff inductions, team meetings and training.
Qualifications Essential
The successful candidate must have a minimum of five GCSEs at grades AC, or equivalent, including English and Maths.
Desirable
A relevant qualification in leadership, management or customer service would be desirable.
Experience Essential
Experience working in a busy reception, administration or customer service environment. Previous experience supporting or supervising staff.
Desirable
Experience working in general practice or an NHS healthcare setting. Experience line managing a team and coordinating staff rotas.
IT Skills Essential
Confident using computer systems, email and Microsoft Office applications. Able to learn new systems and processes quickly.
Desirable
Experience using SystmOne, AccuRx or other NHS primary care clinical systems.
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 Oakmeadow Surgery
Address Oakmeadow Surgery
Oakmeadow Surgery
Leicester
Leicestershire
LE3 8NF
United Kingdom
Employer's website https://www.oakmeadowsurgery.org.uk/ (Opens in a new tab)