Lead Receptionist (GP Practice)

• Prepare and maintain the reception rota against agreed staffing levels throughout practice opening hours.
• Plan annual leave cover in advance and coordinate cover for sickness, training and vacancies using agreed staffing arrangements.
• Arrange additional hours within delegated authority. Escalate unresolved gaps promptly to the Practice Manager, outlining the options already explored.
• Ensure staff know how to report absences and who to contact about staffing issues outside the Lead Receptionists working hours.

• Give reception staff practical guidance, set clear expectations and provide constructive feedback.
• Coordinate induction, supervised practice and follow-up checks for new starters. Keep training records and identify further training needs.
• Hold regular check-ins and team discussions so colleagues across different shifts receive consistent information and support.
• Refer concerns requiring formal action about performance, conduct or staff welfare to the Practice Manager.

• Work with the Practice Manager and Senior Administrator to review reception procedures and improve consistency across the team.
• Allocate and monitor routine reception work, including appointment administration, incoming messages and shared tasks. Make sure staff know what needs handing over between shifts.
• Set a good example in patient communication, confidentiality and professional boundaries.
• Make sure staff use agreed routes for contacting clinicians and escalate urgent concerns promptly.
• Help staff resolve routine service issues and refer formal complaints or matters requiring a clinical or management decision to the appropriate person.
• Support the team during system outages and other disruptions by following agreed procedures.
• Carry out agreed improvements arising from feedback, incidents, audits and CQC actions relevant to reception. Keep clear records of training and actions completed.

Essential

• Experience working in GP practice reception, including handling patient enquiries and booking appointments.
• Ability to organise workloads, plan staffing and prioritise when demands change.
• Ability to guide colleagues, explain procedures clearly and give constructive feedback.
• Clear, calm and professional communication with patients, colleagues and clinicians.
• Understanding of confidentiality, professional boundaries and when to escalate a concern.
• Confidence using clinical or practice systems and maintaining accurate records.
• Ability to work the agreed flexible pattern, including working later when needed and providing occasional reception cover.
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Desirable

• Experience supervising a team or acting as a senior member of staff.
• Experience preparing staff rotas or arranging cover.
• Experience delivering induction, training or coaching.
• Experience using EMIS Web and Accurx.
• Experience updating procedures or improving how a service operates.
• A team leadership or supervision qualification