GP Lead Receptionist

• Provide a welcoming, professional and efficient first point of contact for patients, carers and visitors.
• Deal with patient enquiries face-to-face, by telephone and through appropriate digital communication channels.
• Book, amend and cancel appointments in accordance with practice protocols, ensuring patients are directed to the most appropriate service.
• Process prescription-related enquiries, test result enquiries and other routine requests within the scope of the role and in accordance with practice procedures.
• Identify and appropriately escalate urgent or clinically concerning information in line with practice protocols.
• Communicate sensitively and professionally with patients who may be distressed, anxious, vulnerable or have additional needs.
• Apply practice policies consistently, including those relating to confidentiality, safeguarding, information governance and unacceptable behaviour.
• Support the delivery of a high-quality patient experience and contribute to maintaining a positive reputation for the practice.

• Act as a point of contact for reception staff, providing day-to-day guidance and support.
• Assist with the coordination of reception duties and workload to support an effective and responsive service.
• Support colleagues with queries relating to reception procedures, appointment booking, patient communication and practice processes.
• Promote consistent application of agreed reception protocols and working practices.
• Assist in identifying operational issues, recurring problems and opportunities for improvement, escalating these to the Practice Manager or Deputy Practice Manager as appropriate.
• Support the implementation of changes to reception processes, systems and practice initiatives.
• Help maintain a professional, supportive and collaborative reception environment.
• Lead by example in relation to patient care, communication, reliability, confidentiality and professional conduct.

• Assist with the induction and orientation of new reception staff.
• Provide informal guidance and support to colleagues to promote confidence and competence.
• Assist with demonstrating reception procedures and agreed working practices.
• Identify potential training needs and communicate these to the management team.
• Support colleagues in developing their knowledge of practice systems and processes.
• Encourage a culture of teamwork, continuous learning and professional development.

• Use the practice clinical system, including EMIS Web, to undertake relevant reception and administrative duties.
• Accurately record, retrieve and update patient information in accordance with practice procedures.
• Use IT systems and software effectively to support the delivery of the service.
• Use Microsoft Office applications, including Outlook, Word and Excel, where required.
• Process administrative tasks such as referrals, registrations, recalls, correspondence and other practice work, as appropriate to the role.
• Maintain accurate records and complete administrative checks within agreed timescales.
• Report system issues and operational problems through the appropriate channels.

• Work collaboratively with GPs, nurses, healthcare assistants, pharmacists, administrative staff and other members of the multidisciplinary practice team.
• Maintain effective communication with colleagues to support safe and coordinated patient care.
• Attend and contribute to relevant staff meetings, training sessions and team discussions.
• Communicate information clearly, accurately and appropriately.
• Maintain a respectful and professional approach when dealing with patients and colleagues.
• Support colleagues during periods of increased workload or operational pressure.

• Work the normal contracted hours of 10:00 to 16:30, Monday to Friday.
• Demonstrate flexibility to work between 08:00 and 18:30, Monday to Friday, when required to maintain service continuity during staff holidays, sickness or other operational needs.
• Work collaboratively with the management team regarding changes to working hours, wherever practicable.
• Support the reception team during periods of reduced staffing or increased patient demand.

• Maintain strict confidentiality in relation to patients, colleagues and practice business.
• Comply with GDPR, information governance requirements and all relevant practice policies and procedures.
• Follow safeguarding procedures and escalate concerns appropriately.
• Participate in mandatory and role-specific training.
• Report incidents, complaints, risks and significant operational concerns through the appropriate practice procedures.
• Maintain awareness of relevant NHS and primary care developments affecting the reception function.
• Undertake any other duties appropriate to the level and nature of the post, as delegated by the Practice Manager or Deputy Practice Manager.

Essential

• Previous experience working in a GP practice reception role.
• Willingness to undertake mandatory and role-specific training.
• Experience dealing directly with patients and managing a range of reception enquiries.
• Experience working in a busy, customer-facing or healthcare environment.
• Understanding of the role of reception within a GP practice.
• Understanding of the importance of patient confidentiality and information governance.
• Excellent verbal and written communication skills.
• Commitment to providing a professional, respectful and patient-centred service.
• Ability to prioritise workload, manage competing demands and work to deadlines.
• Ability to work effectively as part of a multidisciplinary team.
• Ability to provide guidance and support to colleagues and promote consistent working practices.
• Ability to use initiative, resolve routine problems and recognise when escalation is required.
• Willingness to work flexibly.
• Professional, approachable, calm, patient and courteous.
• Positive attitude, reliable, adaptable and committed to continuous improvement.

Desirable

• Experience working as a senior, lead or experienced receptionist with additional responsibilities.
• Experience supporting the induction, training or development of colleagues.
• Experience contributing to service improvement or reviewing reception processes.
• Knowledge of general practice systems, workflows and NHS primary care services.
• Knowledge of safeguarding, complaints procedures and relevant primary care policies.
• Experience using EMIS Web and Microsoft Office.
• Experience communicating with patients with additional needs or complex circumstances.
• Understanding of patient experience and access considerations in general practice.
• Experience coordinating daily reception duties or allocating team workload.
• Previous experience in a lead or supervisory role
• Experience identifying and implementing improvements to working practices.