About this role
Job summary
To provide operational leadership and day-to-day management of the Reception and Patient Services Team, ensuring the delivery of a safe, effective, responsive and patient-centred service.
The Reception Team Lead will provide first-line management, supervision and support to reception and patient services staff, ensuring high standards of performance, customer service and care navigation. The post holder will coordinate staffing resources, oversee appointment and access management processes, support service improvement initiatives and contribute to the achievement of practice objectives.
The Reception Team Lead will work closely with the Business Manager, clinicians and the wider Management Team to support operational efficiency, patient experience, workforce development, contractual compliance and continuous quality improvement.
Main duties of the job
Be an active member of the Practice Management Team. Provide day-to-day leadership, supervision and support to the Reception and Patient Services Team. Promote a positive culture of professionalism, teamwork, accountability and continuous improvement. Act as a role model for excellent customer service and patient care. Conduct regular one-to-one meetings with team members. Support staff induction, probation reviews, annual appraisals and development plans. Monitor attendance, timekeeping, conduct and performance. Address routine performance concerns and escalate formal matters appropriately. Identify training and development needs and support staff learning. Support recruitment, onboarding and retention of reception staff. Ensure staff understand and comply with practice policies, procedures and standards. Foster staff engagement and wellbeing within the team. Act as the first point of contact for operational issues affecting reception staff.
About us
Harborne Medical Practice is a lively, modern and well-established teaching practice in the centre of Harborne. As well as excellent general practice and nursing provision, our services also include the following
Weekend and evening provision through our Hub
Specialist mental health practitioners
MSK / physiotherapy
Clinical Pharmacy
Social Prescribing
Phlebotomy
Minor Surgery
Sexual health
Asthma care
Diabetes care
COVID vaccine centre
We are part of the Harborne PCN and have a fantastic family-friendly staff team consisting of 7 GP partners, 5 salaried GPs, 30 administrative, secretarial and nursing staff and have approximately 16,000 patients on our list. Our great clinical team is supported by a number of allied health professionals.
Our lovely practice has expanded in the last few years, with the addition of 8 clinical spaces and an IT suite and the practice can now offer 20 clinical rooms. We are known for our modern, progressive approach to both the provision of patient care and support for our staff team. We see ourselves as highly innovative, taking great pride in everything we do and are rated Good by CQC.
Job description Job responsibilities
Leadership and Team Management
The post holder will:
Be an active member of the Practice Management Team. Provide day-to-day leadership, supervision and support to the Reception and Patient Services Team. Promote a positive culture of professionalism, teamwork, accountability and continuous improvement. Act as a role model for excellent customer service and patient care. Conduct regular one-to-one meetings with team members. Support staff induction, probation reviews, annual appraisals and development plans. Monitor attendance, timekeeping, conduct and performance. Address routine performance concerns and escalate formal matters appropriately. Identify training and development needs and support staff learning. Support recruitment, onboarding and retention of reception staff. Ensure staff understand and comply with practice policies, procedures and standards. Foster staff engagement and wellbeing within the team. Act as the first point of contact for operational issues affecting reception staff.
Reception and Patient Services Operations
The post holder will:
Manage the day-to-day operational delivery of reception and patient services functions. Ensure a professional, efficient and patient-focused reception service is maintained at all times. Monitor patient demand, appointment utilisation and service pressures throughout the day. Ensure patient enquiries are managed promptly, courteously and appropriately. Support the smooth flow of patients through the practice and monitor waiting area standards. Ensure reception workflows are organised and prioritised effectively. Escalate operational issues and risks to the Business Manager as appropriate. Support implementation of operational changes, new systems and service improvements. Assist in maintaining business continuity during periods of disruption, staff shortages or increased demand. Ensure reception procedures remain effective, up to date and aligned with practice requirements. Maintain effective communication between clinical and non-clinical teams.
Workforce Planning and Resource Management
The post holder will:
Prepare and maintain reception rotas and staffing schedules. Coordinate annual leave requests and ensure safe staffing levels are maintained. Arrange appropriate cover for sickness, annual leave and unforeseen absences. Monitor staffing requirements and identify capacity pressures. Work closely with the Business Manager to support workforce planning. Maintain accurate staffing records and rota documentation. Support contingency planning during periods of increased activity or service demand. Ensure resources are deployed effectively to meet operational requirements.
Patient Access, Care Navigation and Duty Support
The post holder will:
Lead the implementation and consistent application of Care Navigation principles. Support and coach staff to direct patients to the most appropriate clinician, service or organisation. Promote effective signposting to NHS, voluntary, community and local support services. Monitor Care Navigation standards and identify training requirements. Maintain knowledge of local healthcare pathways and community services. Support delivery of NHS access initiatives and modern general practice models. Assist clinicians and managers in managing urgent patient demand where appropriate. Support the coordination of urgent and same-day appointment capacity. Escalate urgent patient concerns or operational risks promptly. Facilitate effective communication between reception staff, clinicians and managers during periods of operational pressure. Support practice responses to service disruptions, incidents and unexpected demand.
Patient Experience and Customer Service
The post holder will:
Ensure high standards of customer service are delivered consistently. Support staff in managing complex, challenging or sensitive patient interactions. Respond to and assist in resolving patient concerns and service issues. Support the management of patient feedback, complaints and learning outcomes. Monitor patient satisfaction and identify opportunities for service improvement. Promote equal access and an inclusive approach to patient services. Support the Patient Participation Group and patient engagement activities where required. Ensure patient information is handled accurately, confidentially and in accordance with information governance requirements.
Quality, Governance and Compliance
The post holder will:
Ensure reception services operate in accordance with practice policies, procedures and protocols. Monitor and report on reception-related Key Performance Indicators (KPIs) and service standards. Participate in audits relating to patient access, reception services and operational performance. Support implementation of quality improvement initiatives and action plans. Assist in maintaining CQC compliance within areas of responsibility. Ensure information governance, confidentiality and data protection requirements are followed. Promote and monitor compliance with safeguarding policies and procedures. Identify operational risks and escalate concerns appropriately. Support investigations, audits and reviews relating to patient services. Contribute to the development and implementation of improved working practices.
Administration and Reporting
The post holder will:
Maintain accurate records, reports and operational documentation. Produce management information and performance reports as requested. Monitor reception activity and provide data to support operational decision-making. Support practice communications and dissemination of operational updates. Attend and contribute to management meetings, staff meetings and service development activities. Prepare agendas, minutes and action logs where required. Maintain confidentiality and ensure all documentation is stored securely. Support implementation and monitoring of new administrative systems and processes.
Self Development
The post holder will:
Participate in appraisal, supervision and continuing professional development. Undertake relevant management, leadership and customer service training. Maintain up-to-date knowledge of NHS, primary care and patient access developments. Keep Care Navigation training and knowledge current. Participate in team meetings, organisational learning and service improvement initiatives. Contribute positively to the ongoing development of practice services.
Practice Policies and Procedures
The post holder will:
Adhere to all practice policies, procedures and Standard Operating Procedures. Maintain confidentiality at all times. Comply with Health and Safety, Information Governance, GDPR, Safeguarding and Equality and Diversity requirements. Work in accordance with all relevant NHS, professional, legislative and regulatory standards.
Other Duties
The post holder will:
Provide operational leadership in the absence of other team leaders where appropriate. Open and close the practice as required. Provide support and cover for colleagues during periods of operational pressure. Participate in projects and service development activities as required. Undertake any other duties commensurate with the grade and responsibilities of the post as delegated by the Business Manager. Contribute positively to the continuous improvement and success of the practice.
Person Specification
Qualifications Essential
Good standard of education, including GCSE English and Mathematics (Grade 4/C or above) or equivalent. Evidence of supervisory or management training, or willingness to undertake relevant management development.
Desirable
ILM, NVQ Level 3 or equivalent Management Qualification. Care Navigation Training. Customer Service Qualification. Primary Care or NHS-related qualification.
Knowledge Essential
Knowledge of General Practice reception and patient access processes. Understanding of confidentiality, GDPR and information governance requirements. Understanding of Care Navigation principles. Knowledge of safeguarding responsibilities within primary care. Understanding of effective customer service and patient-centred care. Awareness of workforce management and staff supervision principles.
Desirable
Understanding of NHS contractual and access requirements. Knowledge of CQC standards and inspection expectations. Knowledge of quality improvement methodologies and performance monitoring.
Personal Attributes Essential
Professional and approachable. Positive and supportive leader. Self-motivated and proactive. Reliable and dependable. Fair, consistent and objective. Flexible and adaptable. Committed to delivering excellent patient care and service. Committed to continuous improvement and staff development. Resilient and able to perform effectively under pressure.
Experience Essential
Experience working in a General Practice, primary care or patient services environment. Experience supervising, coordinating or leading staff. Experience managing competing priorities and workloads. Experience handling challenging, sensitive or complex situations. Experience using GP clinical systems and appointment management systems. Experience preparing staff rotas and schedules. Experience delivering high-quality customer service.
Desirable
Experience line managing staff. Experience managing operational performance and service standards. Experience supporting Duty Team processes. Experience implementing operational changes and service improvements. Experience supporting CQC compliance and quality assurance activities. Experience undertaking audits and KPI monitoring.
Skills and Abilities Essential
Excellent communication and interpersonal skills. Strong leadership, supervisory and motivational skills. Effective conflict management and problem-solving ability. Excellent organisational and time-management skills. Strong decision-making capability. Ability to remain calm and effective under pressure. Excellent customer service skills. Ability to coach, mentor and develop staff. Strong Care Navigation and signposting skills. Proficient IT skills including EMIS Web, Outlook, Word and Excel. Ability to analyse operational information and identify solutions. Ability to work independently and collaboratively.
Desirable
Workforce planning and rota management expertise. Audit, reporting and KPI monitoring skills. Experience supporting quality improvement programmes. Experience using reporting and workforce management tools.
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 Harborne Medical
Address Harborne Medical Practice
4 York Street
Birmingham
B17 0HG
United Kingdom
Employer's website https://harbornemedical.co.uk/ (Opens in a new tab)