Reception Operations LeadNHS

Job summary

Were Recruiting: Reception Operations Lead

The Deepings Practice | Market Deeping and Glinton

Hours: 37 hours per weekLocation: Primarily Market Deeping, with cover at Glinton Branch Surgery as requiredReports to: Practice Manager and Partners

Are you an experienced, organised and people-focused leader looking for your next challenge?

The Deepings Practice is looking for a proactive and motivated Reception Operations Lead to lead our reception service and Rota Team across our two practice sites.

We are a large, busy GP practice caring for over 22,000 patients. We are committed to providing a high-quality, accessible and patient-centred service, and we are looking for someone who can help us deliver this consistently while supporting our staff to work effectively as a team.

This is an important leadership role for someone who enjoys managing day-to-day operations, developing colleagues, solving problems and finding practical ways to improve services.

Main duties of the job

Job Overview

You will have overall operational responsibility for the reception service, working closely with our two Reception Shift Leads, the Rota Team, the Practice Manager, partners and clinical colleagues.

Your responsibilities:

• Leading reception operations across Market Deeping and Glinton, ensuring appropriate staffing, effective workflows and consistent service standards.
• Managing and supporting staff, including setting expectations, providing feedback, conducting appraisals, identifying training needs and addressing performance concerns.
• Overseeing staffing and rotas, including reception staffing arrangements, annual leave coordination and ensuring adequate cover during periods of absence.
• Leading the Rota Team, ensuring clinical rotas are completed accurately and on time, Omni Rota is updated daily and appointment books are loaded onto SystmOne within agreed deadlines.
• Maintaining high standards of patient service, supporting colleagues with difficult enquiries, resolving operational issues and helping manage complaints appropriately.
• Ensuring policies and procedures are followed, with particular attention to confidentiality, information governance, patient safety and consistent working practices.
• Driving improvements, identifying operational pressures, monitoring performance and implementing agreed changes to improve efficiency and patient experience.

You will also provide practical support to the reception team when required to maintain safe and effective service delivery.

Job description

The Reception Operations Lead is responsible for the effective day-to-day operation and continuous improvement of the practice reception service across Market Deeping and Glinton. The post-holder provides clear operational leadership, sets expectations and standards, supports the Reception Shift Leads, and ensures that reception services are safe, accessible, organised, patient-centred and responsive to practice requirements.

To lead and manage the Rota Team, ensuring the effective day-to-day. This includes overseeing the preparation, completion and accuracy of all clinical rotas, ensuring appointment books are updated on SystmOne within agreed timescales. The Reception Operations Lead will allocate workloads, provide staff supervision and support, monitor performance and maintain appropriate cover, ensuring that work is completed accurately, efficiently and in accordance with practice policies and deadlines.

The role has overall operational responsibility for reception workflows, staffing deployment, service standards, training, communication, escalation and performance monitoring. The Reception Operations Lead works closely with the Practice Manager, partners, clinical teams and administrative colleagues to implement agreed practice policies and priorities. The Reception Operations lead is expected to lead consistently and professionally, make decisions within delegated authority, and escalate clinical, staffing, safety, conduct or resource issues that fall outside that authority.See full job description

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 Shift Leads 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.

How to apply

If you are ready to take on a new challenge and believe you have the skills we are looking for, we would love to hear from you.

To apply: Please submit your CV and a supporting statement explaining your relevant experience and why you would be suitable for the role.

The Deepings Practice is committed to equality, diversity and inclusion and welcomes applications from candidates with the skills and experience to fulfil the role.

Benefits:

• Company pension
• Employee discount
• Free parking
• Health & wellbeing programme
• On-site parking
• Sick pay