Reception Team LeaderNHS
Job summary
Stourside Medical Practice is based in the centre of Halesowen and supports the health needs of 6000 patients .
We are looking to recruit a Reception Team Leader to lead and develop our reception and administrative team within a busy, forward-thinking GP practice.
This is a key leadership role responsible for ensuring safe, efficient and patient-centred front-of-house operations. The successful candidate will oversee day-to-day service delivery, manage the reception team, and drive improvements in systems, processes and patient experience.
This is a hands-on role, working alongside the reception team as part of day-to-day duties.
The role would suit:
- An experienced senior receptionist ready to step into a management position
- An assistant practice manager who enjoys operational leadership and is happy to remain hands-on
Main duties of the job
- Lead and line manage the reception team, including performance management and staff development
- Oversee appointment systems and ensure consistent, safe booking processes
- Manage rotas and ensure appropriate staffing levels
- Drive improvements in workflows, efficiency and patient access
- Monitor performance and respond to patient feedback
- Oversee stock control, equipment and room readiness
- Act as a point of escalation for operational issues and patient concerns
- Support delivery of QOF and Enhanced Services
- Contribute to wider practice development and improvement projects
Job description
Reception Manager Job Description
Job title: Reception Team LeaderLine manager: Lead GP / Partner Operational accountability: Practice Manager Hours per week:To cover 5 days a week Mon-Fri with remote oversight of weekend and evening clinics
Job Summary
The Reception Team Leader is responsible for the leadership, organisation and continuous improvement of reception and administrative services within the practice.
The post-holder will ensure safe, efficient and patient-centred front-of-house operations, maintaining high standards of access, communication and service delivery.
This role includes direct line management of the reception team, oversight of systems and processes, and responsibility for driving service improvements aligned with practice priorities.
The post-holder will work closely with the Lead GP and Practice Manager and will play a key role in the future development of the administrative function within the practice.
Given the level of access to confidential and sensitive information, the post-holder must maintain the highest standards of professionalism, integrity and confidentiality at all times.
The Reception Team Leader holds overall responsibility for reception processes, staffing and performance,
Leadership and Development
The Reception Team Leader will:
Lead and develop the reception team, including performance management, mentoring and succession planning
Work closely with the Lead GP and Practice Manager to develop leadership capability within the role, supporting progression into broader management responsibilities over time
Contribute to planning and improvement of patient access, workflow design and service delivery
Support continuity of operational leadership within the practice
Primary Responsibilities
Operational Management
Oversee the day-to-day running of reception and administrative services
Lead on the development, coordination and optimisation of clinical and administrative rotas
Always ensure appropriate staffing levels and effective cover
Develop, implement and maintain efficient office processes and workflows
Manage incoming deliveries, ensuring adherence to cold chain and relevant policies
Act as fire marshall and ensure appropriate safety processes are followed
People Management
Line manage all reception staff, including assisting with recruitment, leading induction, performance management and absence management
Conduct staff appraisals and support ongoing development
Identify and deliver training needs within the team
Foster a positive, supportive and accountable team culture
Lead on staff wellbeing, engagement and team cohesion initiatives
Service Delivery and Performance
Ensure consistent implementation of practice systems and workflows, particularly in relation to appointment booking, results handling and task management
Monitor reception performance (e.g. access, call handling, patient feedback) and take action to improve where required
Ensure adherence to agreed protocols and escalate concerns where processes are not followed
Act as a point of escalation for operational issues impacting patient safety or service delivery
Support delivery and optimisation of Enhanced Services and QOF-related administrative processes
Governance and Compliance
Maintain high standards of confidentiality and data protection at all times
Develop, implement and review reception policies and procedures
Act as first point of escalation for patient concerns and complaints, ensuring appropriate handling in line with policy
Ensure compliance with safeguarding, health and safety, and organisational policies
Contribute to clinical governance, audits and service improvement work
Wider Responsibilities
Deputise for the Practice Manager where appropriate
Attend and contribute to practice management meetings
Coordinate meeting agendas and take minutes where required
Support maintenance of the practice website and communication platforms
Promote and utilise patient feedback (e.g. Friends & Family Test, online reviews) to improve services
Support Patient Participation Group activity
Participate in audits and service improvement initiatives
Attend relevant external meetings where appropriate
Manage IT issues (liaise with Dudley IT where needed)
Manage building issues (liaise with NHSPS)
Core Expectations
Confidentiality
Maintain strict confidentiality of all patient and organisational information.
Equality and Inclusion
Treat patients and colleagues with dignity and respect, promoting equality and diversity at all times.
Health and Safety
Comply with health and safety requirements and ensure a safe working environment.
Training and Development
Undertake mandatory training and maintain up-to-date knowledge relevant to the role.
Person Specification
Qualifications
Essential
GCSE Maths & English (Grade C/Level 4 or equivalent)
Desirable
AMSPAR Level 3
Leadership/management qualification
Experience
Essential
Management/supervisory experience in a busy high pressured environment
Desirable
Primary care experience
Experience in staff development and appraisal
Clinical coding experience
Administrative experience
Knowledge and Skills
Excellent communication and interpersonal skills
Strong organisational and problem-solving abilities
Ability to lead, motivate and manage a team
Ability to implement and maintain systems and processes
Confident decision-maker with good judgement
Ability to manage competing priorities and workload
High level of professionalism, integrity and resilience
Understanding of confidentiality, safeguarding and governance
Ability to drive improvement and manage change
Other Requirements
Right To Work in the UK (sponsorship is not available)
DBS check
Occupational health clearance
About us
We have an experienced team of salaried GPs, Nurses, HCAs and Non-Clinical staff with the practice actively involved in a thriving Primary Care Network with a variety of allied health professionals supporting the practice including a paramedic, a team of Pharmacists, Social Prescribers, First Contact Physiotherapist and a Mental Health support workers.