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 responsible in our Reception team.
St Ann's Medical Centre is a busy town centre practice with over 19,000 patients and we are looking for a full-time Reception Team Lead. The desirable candidate should have a experience of working in general practice, using SystmOne, 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 7:00am 6:30pm.
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 responsibilities
- Acting as the communication link between the management team and staff
- Conduct inductions for new receptionists, organise ongoing training, lead team meetings, and support staff wellbeing and performance reviews
- Line managing all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
- Compiling reception staff rotas
- Reviewing and updating all reception procedures as required
- Allocate daily tasks, monitor phone queue performance and digital incoming mailboxes
- Maintain an effective appointment system
- Act as a focal point for communication, advising reception and administrative staff on methods of communication and best practice
- Coordinate the provision of temporary reception staff ensuring sufficient cover is provided for periods of leave and other staff absences
- Update the appointment system to reflect leave and other approved absences
- Act 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 area
- Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
About us
St Ann's Medical Centre is a friendly and busy GP practice based across three sites in Rotherham, 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 student nurses. 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 across all three of our sites. 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 support the reception lead to 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 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
Experience
Essential
- Experience working in a busy reception, administration or customer service environment.
- Previous experience supporting or supervising staff.
- Confident using computer systems, email and Microsoft Office applications.
- Able to learn new systems and processes quickly.
Desirable
- Experience working in general practice or an NHS healthcare setting.
- Experience line managing a team and coordinating staff rotas.
- Experience using SystmOne, AccuRx or other NHS primary care clinical systems.
Qualifications
Essential
- Excellent verbal and written communication skills.
- Ability to communicate professionally with patients, colleagues and external organisations.
- A professional, approachable and patient-focused manner.
- Ability to handle challenging situations with empathy, discretion and patience.
- Understands the importance of confidentiality, data protection, information governance and maintaining professional boundaries.
- Ability to lead, motivate and support a team.
- Able to delegate tasks, manage workloads and address performance concerns appropriately.
Desirable
- Experience managing sensitive conversations, resolving conflicts and responding to patient complaints.
- Experience supporting patients with complex queries or additional communication needs.
- Knowledge of NHS policies, Health & Safety requirements and cold chain procedures.
- Experience conducting appraisals, staff inductions, team meetings and 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
St Ann’s Medical Centre
Address
Rotherham Health Village
Doncaster Gate
Rotherham
South Yorkshire
S65 1DA
United Kingdom
Employer's website
https://www.stannsmedicalcentre.co.uk/index.aspx (Opens in a new tab)