Reception Coordinator

• Oversee the day-to-day delivery of an effective reception service, ensuring appropriate staffing levels and delegation of duties across the team.
• Support the management of reception and administrative staff, providing guidance and day-to-day operational support.
• Work with the Operations Lead to coordinate annual leave arrangements, staff rotas and sickness cover.
• Oversee and support the delivery of administrative systems and processes, including document scanning, coding and the processing of reports.
• Assist with the administration of quality improvement programmes, audits and practice incentive schemes.
• Ensure prescription-related administrative processes are managed in accordance with Practice procedures and in liaison with the Clinical Pharmacist.
• Ensure new reception staff receive appropriate induction, training and support.
• Assist with the management of patient concerns and complaints where appropriate.
• Support the management of surgery alterations, cancellations and emergency operational arrangements.
• Identify opportunities to improve systems and processes and make recommendations to the Operations Lead.

• Provide a professional, efficient and welcoming reception service to patients and visitors.
• Answer telephone calls courteously and efficiently, taking and recording messages accurately.
• Manage appointment bookings, home visit requests and patient enquiries.
• Support clinical and administrative workflows including document management, patient records and correspondence.
• Assist with delegated QOF and other administrative responsibilities.
• Undertake additional administrative duties as required to support the efficient running of the Practice.
• Participate in the reception rota where required and deputise for the Operations Lead in their absence.

• Maintain strict confidentiality in relation to patients, staff and Practice business.
• Participate in mandatory training and ongoing professional development activities.
• Comply with Practice policies relating to Health & Safety, Infection Prevention and Control, Equality and Diversity, and Information Governance.
• Contribute positively to team working and the ongoing development of Practice services.
• Undertake any other duties appropriate to the role as reasonably requested by the Operations Lead, Business Manager or Directors.

Essential

• Good standard of general education
• GCSE (or equivalent) in English
• Commitment to ongoing personal and professional development.

Desirable

• NVQ Level 2 or equivalent qualification in Business Administration, Customer Service or a related subject.
• Supervisory or team leadership training.

Essential

• Significant experience working within a GP Practice or Primary Care environment.
• Experience working within a patient-facing reception or administrative role.
• Experience using EMIS Web.
• Experience managing competing priorities in a busy environment.
• Experience dealing with patients, carers and members of the public.
• Experience working as part of a multidisciplinary team.
• Experience handling confidential and sensitive information.

Desirable

• Previous experience as a Reception Coordinator, Reception Supervisor, Team Leader or similar role.
• Experience supporting staff induction, training or supervision.
• Experience coordinating staff rotas, annual leave or workload allocation.
• Experience supporting quality improvement initiatives or practice projects.

Essential

• Excellent communication and interpersonal skills.
• Strong organisational skills and attention to detail.
• Competent in the use of Microsoft Office applications.
• Excellent working knowledge of EMIS Web.
• Ability to prioritise workload and work effectively under pressure.
• Ability to provide a professional, welcoming and efficient service to patients.
• Understanding of confidentiality, information governance and data protection requirements.
• Ability to deal confidently and sensitively with patients.

Desirable

• Knowledge of QOF, NHS primary care services and administrative workflows.
• Knowledge of complaints handling and patient experience processes.

Essential

• Friendly, approachable and professional manner.
• Reliable, flexible and adaptable.
• Ability to take initiative and solve problems.
• Positive and supportive approach to team working.
• High standards of integrity and confidentiality.
• Ability to remain calm and professional under pressure.
• Commitment to excellent patient care and customer service.

Desirable

• Leadership qualities and the ability to motivate and support colleagues.
• Interest in service improvement and staff development.