About this role
Job summary
Were Recruiting: Reception Shift Lead
The Deepings Practice | Market Deeping and Glinton
Hours: Part-time 28 Hours per weekLocation: Market Deeping and Glinton SurgeryReports to: Reception Operations Lead and Practice Manager
Are you an experienced receptionist ready to take the next step?
The Deepings Practice is looking for an enthusiastic, organised and approachable Reception Shift Lead to support the day-to-day running of our busy reception service across our two practice sites.
We care for over 22,000 patients and are committed to providing a high-quality, accessible and patient-centred service. We are looking for people who can lead by example, support colleagues and help ensure our reception service runs smoothly, even during busy and challenging periods.
This is a hands-on role, combining normal receptionist and administrative duties with additional responsibility for coordinating daily activities and providing guidance and support to the wider team.
Working alongside the Reception Operations Lead, you will help ensure reception is organised, appropriately staffed and delivering a consistent service.
Main duties of the job
Your responsibilities will include
- Coordinating daily reception activity, including allocating tasks, organising lunch breaks and helping the team manage busy periods.
- Supporting colleagues, answering routine queries, explaining procedures and helping staff follow agreed protocols.
- Helping new starters settle in, providing buddy support and practical guidance during induction and training.
- Delivering excellent patient service, dealing with enquiries professionally, supporting patients with their needs and helping resolve routine concerns.
- Maintaining accurate records, supporting patient registrations, processing information and completing administrative tasks within agreed timescales.
- Supporting appointment and clinic arrangements, communicating changes and assisting with room changes, cancellations and other operational tasks as required.
- Maintaining standards and safety, ensuring procedures are followed and highlighting any outdated protocols, risks or concerns.
- Communicating effectively, keeping colleagues informed of staffing changes, daily priorities and important handover information.
- Providing hands-on cover when required to maintain a safe and effective reception service.
You will be a key point of support for colleagues during the working day, helping to create a calm, organised and cooperative environment. Any complex staffing, performance, clinical or safety concerns will be escalated to the appropriate manager.
About us
Why join The Deepings Practice?
This is an opportunity to develop your leadership skills and make a real difference to the daily experience of patients and colleagues.
You will be part of a supportive team, working closely with the Reception Operations Lead and fellow Shift Lead to help deliver a reliable, welcoming and efficient service across our practice sites.
If you enjoy helping others, solving problems and taking pride in getting things right, this could be the next step for you.
Job description
Job responsibilities
Job Summary
To provide senior, hands-on support for the day-to-day running of reception across both practice sites, alongside undertaking the normal duties of a Receptionist/Administrator. The Reception Shift Lead will help maintain a safe, organised and responsive service; support colleagues with queries and established procedures; coordinate operational tasks and provide buddying and practical induction support for new staff. The Reception Shift Lead will work under the direction of the Reception Operations Lead and will escalate matters outside their authority.
Main Responsibilities1.
Day-to-day reception operations
Support the Reception Operations Lead with the smooth running of reception and help maintain consistent standards across both sites.
Undertake delegated opening, handover and closing tasks, following the practices agreed procedures and checklists.
Co-ordinate the days reception activity, including allocating agreed tasks including wait lists, and staff lunch breaks, monitoring immediate pressures and alerting the Reception Operations Lead to gaps in cover or emerging problems.
Respond to routine on-the-day staff and patient queries, using approved procedures and escalating complex, sensitive or unresolved matters.
Support the Rota Team with any queries relating to appointments, ledgers or room changes. Report to Reception Operations Lead any issues relating to the Rota Team.
Assist with clinic cancellations or amendments, liaising with the appropriate team and ensuring affected staff and patients are informed in line with practice procedures.
Allocate home-visit requests only in accordance with the practices agreed process; pass clinical decisions to an appropriate clinician.
Provide practical reception cover during absence or busy periods when required, while maintaining a visible and helpful presence for the team.
Deal with patient queries or complaints.
Complete any PCSE queries, new links and amendments. Manage all patient registrations, ensuring these are completed within the agreed timelines, reporting his to ter Reception Operations Lead any delays.
Ensuring all protocols are up to date and reporting out of date protocols to the Reception Operations Lead.
- 2. Support and guidance for colleagues
Act as a point of day-to-day support for reception colleagues, answering process questions and helping staff follow current protocols.
Provide buddy support for new starters and help deliver their practical induction, using the practices induction materials and competency processes.
Demonstrate agreed systems and ways of working to colleagues and identify further training or support needs for discussion with the Reception Operations Lead.
Give constructive, respectful guidance on routine work and raise recurring errors, conduct concerns or performance issues with the Reception Operations Lead rather than attempting to manage formal processes independently.
Promote a calm, respectful and cooperative working environment and model professional communication with patients and colleagues.
- 3. Reception and patient service
Provide an effective and courteous reception service to patients and visitors in person, by telephone and through approved digital communication channels.
Handle general enquiries, explain practice procedures and arrange appointments in accordance with practice protocols and the post-holders training and authority.
Use judgement within approved procedures to identify requests that may need prompt attention, and alert an appropriate clinician or the Reception Operations Lead where necessary. Do not make clinical decisions.
Receive, make and divert telephone calls; take accurate messages and ensure they are passed promptly to the appropriate person.
Process incoming email and AccuRx correspondence within required timescales and in line with agreed workflows.
Explain practice arrangements to new and temporary patients and ensure registration and other required procedures are completed accurately.
Advise patients of relevant charges for private, non-NHS services where applicable, accept payment and issue receipts in accordance with practice procedures.
Support accessible communication and reasonable adjustments recorded for patients, following practice policy and confidentiality requirements.
- 4. Staffing changes and operational communication
Receive and record staff sickness notifications in line with the practice process, complete required forms and notify the appropriate colleagues.
Inform the Reception Operations Lead and Rota Team of sickness or other staffing changes that may affect service delivery.
Share agreed day-to-day information with reception colleagues and ensure important messages, handovers and unresolved tasks are passed on accurately.
Help maintain clear records of operational issues and actions taken, using the practices agreed systems.
Escalate concerns about staffing levels, workload, patient safety, confidentiality or service continuity promptly.
- 5. Administration and records
Enter, scan and process patient information accurately using the practices clinical and administrative systems, including SystmOne where relevant to the role.
Handle incoming post and direct it to the appropriate department or person.
Retrieve, file and manage records and correspondence in accordance with practice procedures, ensuring information is attached to the correct record and processed promptly.
Complete the New Links registration workflow and other registration tasks as trained and authorised.
Maintain accurate records of work undertaken and follow established procedures for handling documents, forms and patient information.
- 6. Premises and general duties
Help keep the waiting room and reception work areas tidy, safe and welcoming.
Open the premises or reception area when required, completing the necessary preparations for the start of the day.
When responsible for closing, complete all reception close-down and security procedures.
Report maintenance issues, hazards, equipment problems or security concerns promptly.
Undertake other duties reasonably consistent with the role, skills and level of responsibility, as requested by the Reception Operations Lead or Practice Manager.
Person Specification
Qualifications
Essential
- GCSE English and Maths at Grade 4/C or above, or equivalent practical skills.
- Experience working in a busy reception or customer-facing environment.
- Demonstrable ability to support colleagues, work as part of a team and help resolve day-to-day operational issues.
- Good IT skills and the ability to use computerised systems confidently.
- Excellent communication, organisational and customer service skills.
Desirable
- Previous experience in a supervisory, senior receptionist or team leader role.
- Previous experience working in general practice or another healthcare setting.
- Knowledge of NHS primary care systems and patient confidentiality requirements.
- Relevant customer service, administration or leadership training.
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
The Deepings Practice
Address
Godsey Lane
Market Deeping
Peterborough
PE6 8DD
United Kingdom
Employer's website
https://www.deepingspractice.co.uk/ (Opens in a new tab)