Lead ReceptionistNHS

Job summary

The Lead receptionist 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.

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.

Main duties of the job

Oversee the day-to-day running of reception and administrative services

Lead on the 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

Line manage all reception staff, including recruitment, 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

Support delivery and optimisation of Enhanced Services and QOF-related administrative processes

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

Promote confidentiality, information governance and data protection.

Ensure patients are treated with dignity, respect and compassion.

Assist with the development and review of reception policies and procedures.

Minute practice meetings and service improvement initiatives.

Job description

Job Summary

The Lead receptionist 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.

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.

Primary Responsibilities

Oversee the day-to-day running of reception and administrative services

Lead on the 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

Line manage all reception staff, including recruitment, 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

Support delivery and optimisation of Enhanced Services and QOF-related administrative processes

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

Promote confidentiality, information governance and data protection.

Ensure patients are treated with dignity, respect and compassion.

Assist with the development and review of reception policies and procedures.

Minute practice meetings and service improvement initiatives.

We are particularly interested in candidates who can demonstrate that they:

Lead by example you are reliable, professional and someone colleagues can approach for support.

Take ownership you are willing to take responsibility for problems and see things through to a resolution.

Support others you enjoy helping colleagues develop and are comfortable providing constructive feedback.

Communicate well you can adapt your communication style when dealing with patients, colleagues, clinicians and managers.

Want to develop you are motivated to progress your career and are willing to develop the skills required to become an effective manager.

Development opportunity

We recognise that moving from a receptionist position into a leadership position is a significant step.

• The successful candidate will receive appropriate support from the Lead GP/Managing partner, with opportunities to develop their skills in:
• Team leadership and supervision
• Staff development and performance management
• Managing difficult conversations
• Recruitment and induction
• Workforce planning
• Service improvement
• Complaint handling
• Practice policies and procedures

NHS and primary care requirements

About us

Brookfield Park Surgery is a well established General Practice based in Camden, serving the local community with a comprehensive range of primary care services.The practice is committed to providing high quality, patient-centred care, supporting the health and wellbeing of its diverse population through accessible, responsive, and coordinated healthcare services.

Our team is made up of experienced GP partner, salaried GPs, Practice Nurse, Health Care Assistant, Allied health professionals, and a dedicated administrative team, all working collaboratively to deliver excellent services. We are a training practice, training both GP registrars and medical students.

As an active member of the North Camden Primary Care Network (PCN), the practice collaborates with neighbouring practices and local partners to enhance access, and improve health outcomes.

The Lead Receptionist will be well supported by the GP Partner, and wider surgery team.