Reception Team Lead inBradford inBradford PUBLISHED THU 13 MAR 2025

We are seeking a Reception Team Lead to join our well established and friendly practice based in Bradford. This is an excellent opportunity for someone looking to develop their leadership skills and advance from a senior receptionist or senior admin role into a team leadership position within general practice.

We are looking for an enthusiastic and organised individual with:

- A background in general practice, ideally in a senior receptionist or senior administrative role.

- Strong leadership skills and a passion for supporting staff.

- A commitment to maintaining a patient-focused approach.

- The role is perfect for someone with a proactive attitude and the desire to make a meaningful impact on our practices operations and patient experience.

- The role will be primarily responsible for leading and supervising the practice reception team in carrying out day to day activities.

- The post holder will work closely with and under the direction of the Deputy Practice Manager to provide the continual improvement of standards across a wide range of clinical and administrative activity.

- The successful candidate must be able to work on their own initiative and have supervisory or team management experience, along with strong IT skills within SystmOne. You must be organised and confident, have a friendly and approachable manner and can work under pressure.

Previous General Practice experience is essential.

The post holder will:

- Be an experienced supervisor/manager/leader of staff, providing leadership to the reception team and admin function where required.

- Have excellent service, leadership, communication, and problem-solving skills.

- Ability to effectively manage change.

- Ability to work under pressure whilst coping with day-to-day activities.

- Be suitably proficient with IT systems and software applications, including SystmOne.

- Work collaboratively with the wider Practice team to meet the needs of our diverse range of patients.

- Support the adherence of required policies and procedures to ensure compliance for CQC requirements.

- To work at this level full enhanced DBS clearance must be met.

About us

Leadership & Team Management

To provide day-to-day support, leadership, first line management and guidance for the practice reception team, ensuring an efficient and professional manner is maintained and to provide cover to the reception team when needed.

- Line management of the reception team including regular team meetings, 1-2-1s, appraisals, and performance reviews.

- Implement staff development plans based on performance reviews.

- Managing reception staff rotas and arranging staff cover. Looking at any gaps in the rotas to cover the reception team and arranging appropriate cover. Assist in the management of annual leave requests.

- Recruit, induct and train new reception and administration staff.

- Manage staff absence management, including return-to-work interviews and absence review meetings, escalating where appropriate.

- Support staff during demanding situations, providing help and guidance where necessary.

- Act as a point of contact for staff and patients queries and concerns.

Operational & Administrative Responsibilities

-Oversee reception and administrative duties to ensure efficient operations.

- Ensure the smooth running of the reception area, clinics, and patient waiting areas Regularly reviewing progress of the clinics.

- Allocate daily tasks to the reception team and monitor completion.

- Support appointment system management, including adding/updating clinical and non-clinical rotas in SystmOne when needed.

- Ensure all clinical rooms are prepared daily and maintained to a high standard. Making sure correct disposal of clinical waste, restocking of stationary, clinical, and other supplies

- Responsible for patient registrations and deductions including EDI links.

- Making sure all registration packs are current and up to date with the correct patient information. Daily monitoring of the EDI links actioning registrations, deductions and changes to patient records included patient deaths.

- Management of repeat prescribing. Ensure that all staff are trained and competent in dealing with repeat prescribing. To action any electronic patient requests.

- Assist with referrals via the ERS system when needed. Monitoring the Choose and Book system for errors and actions for outgoing referrals. Making sure all electronic/paper referrals are kept up to date with any changes.

Patient Interaction & Service Quality

- Ensure reception staff provide a high quality, patient focused service.

- Greet patients and handle inquiries in a polite and courteous manner.

- Oversee telephone management systems, ensuring calls are answered efficiently by the reception team and issues are addressed professionally.

- Address patient complaints related to reception services, investigating, and responding appropriately.

- Act as a liaison between, patients, clinical and non-clinical staff.

Compliance & Governance

- Support management in the running of elements and/or services within the practice e.g. compliance with CQC.

- Manage and report safeguarding concerns in accordance with policy and procedures.

- Utilising auditing tools as a means of evaluating the quality of the work of self and the team, implementing improvements where required.

- Ensure data protection and confidentiality standards are upheld, following Caldicott guidance and GDPR.

- Participate in quality assurance and audits, ensuring compliance with NHS and local requirements.

- Manage, review, and identify learning from complaints, incidents and near-miss events relating to the practice, team, and self.

- Awareness of statutory safeguarding, notification processes and local guidance for children/vulnerable patients, applying relevant policies and legislation to protect them.

- Ensure compliance with policies, procedures and guidelines for self and others, by acting or alerting senior management team if the practice appears to contravene policy, or if there are concerns over any aspect of patient care.

- Work with the management team to identify areas for improvement and assist in change management where appropriate.

- Support the monitoring and documentation of quality outcome targets within the practice (including QOF) and using IT systems and software.

- Maintain an awareness of the Freedom of Information Act.

Training & Development

-Deliver staff training and development, ensuring all reception and administration team understand their roles and responsibilities. Including conducting ongoing training sessions on new systems, policies, and operational updates.

- Subject to a performance review, including taking responsibility for maintaining a record of own personal and/or professional development.

- Encourage a learning culture within the reception and administration team.

- Attend staff meetings and Practice learning times, as necessary.

Equality, Diversion & Inclusion

-The post-holder will support, promote, and maintain the Practices Equality & Diversity Policy.

- No person whether they are staff, patient or visitor should receive less favourable treatment because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.

-Ensure services are delivered inclusively, ensuring equality of employment and that services are delivered in ways that meet the individual needs of patients and their families.

Health & Safety

-The post-holder will manage their own and others health & safety and infection control as defined in the Practices Health & Safety Policy, the Practice Health & Safety Manual, and the Practices Infection Control Policy and published procedures.

- Comply with Practice health and safety policies by following agreed safe working procedures.

- Actively reporting of health and safety hazards and infection hazards immediately when recognised.

- Keeping work and general areas clean and tidy, and using appropriate infection control procedures to keep work areas hygienic and safe from contamination.

- Undertaking periodic infection control training (minimum annually)

- Awareness and compliance with national standards of infection control, hygiene, regulatory / contractual / professional requirements, and good practice guidelines.

- Reporting incidents using the organisations Incident Reporting System

- Using personal security systems within the workplace according to Practice guidelines

- Making effective use of training to update knowledge and skills.

- Maintain patients, staff and visitors safety and security within reception waiting areas.

- Maintain the tidiness, safety and security of the patient waiting areas.

Additional Responsibilities

-Open or secure building as required and ensure all security procedures are completed (Out of Hours telephone arrangements, securing prescriptions and records, switching on/off computers, securing doors/windows, setting/unsetting alarm)

- It is recognised that the requirements of the role are constantly changing & evolving due to the significant nationally led changes within the NHS & within Primary Care

This document is therefore intended to illustrate the scope and responsibilities of the post, is not intended to be exclusive and will be reviewed regularly.