Head of Reception 

One-Year Fixed Term Contract – Maternity Cover

Hours: 37 hours per week, Monday to Friday
Start time: Applicants must be able to start at 8:00am

About the Role

We are looking for an organised, motivated and confident Reception Team Leader to join our practice on a one-year fixed-term contract to cover maternity leave.

This is a key role within the practice, responsible for the day-to-day supervision and management of our reception team and associated administrative functions. You will provide leadership, support and guidance to reception staff, ensuring our front-of-house services run efficiently and patients receive a professional, friendly and effective service.

Working closely with the Assistant Practice Manager and wider practice team, you will help maintain high standards across reception, appointment systems, patient communication and administrative processes.

Key Responsibilities

Team Leadership & Management

• Supervise and line manage the reception team, providing support, guidance and direction.
• Ensure staff complete mandatory training and support ongoing development.
• Conduct staff appraisals and identify training needs.
• Coordinate induction and training for new reception staff.
• Prepare and manage reception staff rotas, ensuring appropriate staffing levels.
• Approve annual leave and other absence in line with practice policies.
• Organise bank holiday rotas and support the Enhanced Access Hub.
• Take on-call responsibility for evening and weekend Enhanced Access Hub sessions.

Reception & Patient Services

• Oversee the day-to-day reception service and ensure staff are meeting their responsibilities.
• Deal confidently with more complex patient enquiries and provide initial guidance to patients wishing to make a complaint.
• Answer telephone calls, deal with enquiries appropriately and signpost patients to the most appropriate service.
• Process face-to-face, telephone and online appointment requests.
• Manage patient queries effectively and professionally.
• Initiate and respond to requests from patients, colleagues and external organisations.
• Monitor group mailboxes and ensure information is communicated appropriately.
• Manage DNAs and escalate persistent non-attendance where appropriate.
• Maintain a welcoming, clean and organised reception environment.

Appointments & Clinical Systems

• Maintain and monitor the practice appointment systems.
• Ensure appointment rotas are accurate and kept up to date, including changes due to staff leave or absence.
• Coordinate the home visit rota.
• Carry out system searches and administrative tasks as required.
• Input information into patient healthcare records accurately.
• Process DTS transmission errors and close-quarter notifications.
• Record receipt and results of laboratory reports.
• Prepare repeat prescriptions in accordance with practice procedures.

Practice Support & Coordination

• Review and update reception procedures and protocols as required.
• Support clinical staff with general administrative tasks.
• Coordinate medical student and GP trainee inductions in conjunction with the Lead GP.
• Maintain and update care home registrations.
• Lead and coordinate practice care home projects and ward rounds.
• Manage practice deliveries, ensuring cold chain procedures are followed where required.
• Monitor and order stationery and other reception supplies.
• Act as a Building Fire Marshal, ensuring evacuation lists are up to date and visitor logs are appropriately maintained.

About You

We are looking for someone who is:

• Organised and highly reliable, with excellent attention to detail.
• Confident in leading and supporting a team.
• Able to remain calm and professional when dealing with challenging or complex situations.
• An excellent communicator with a friendly and approachable manner.
• Able to prioritise and manage a busy workload effectively.
• Comfortable working independently while also being a strong team player.
• Confident using computer systems and able to learn new systems quickly.
• Experienced in a healthcare, GP practice, reception or administrative environment would be advantageous.

You will play an important role in ensuring our reception service operates smoothly and efficiently, while supporting both our staff and patients.

If you are an enthusiastic, organised and people-focused individual looking for an opportunity to take the next step in your career, we would love to hear from you.

Please note that the duties listed above are not exhaustive and may be subject to change in accordance with the needs of the practice.