Reception Team Leader

NHS; Brampton; On-site; GBP 28,000 - 32,000; Full time

Job summary

A leading healthcare practice in Brampton is seeking a dedicated individual to oversee reception and care navigation operations. The role involves managing staff, ensuring high patient experience, and maintaining practice standards. Ideal candidates will have supervisory experience and strong communication skills. Join a supportive team committed to continuous professional development and delivering excellent patient care.

Qualifications

• Evidence of continuous professional development.
• Previous supervisory experience in health or customer service.

Responsibilities

• Oversee day-to-day operations of reception/care navigation.
• Manage shifts and staffing levels for reception/care navigation.
• Ensure compliance with practice policies and accurate record keeping.

Skills

Supervisory Experience

Communication

Organisational Skills

Planning Skills

Presentation Skills

Education

Diploma Level Qualification

Tools

Microsoft Office

Job description

Thepost holder will be on site at the practice to support delivery of high levelsof patient experience and pathways to care. Interviews for this position will be held on Thursday 5th June 2025.

Main duties of the job

To overseethe day-to-day operations of reception/care navigation functions you will alsoprovide administrative support to the practice manager.

You willwork closely with the workforce lead in relation to the set-up and ongoingmanagement of the clinical staff rota.

Toeffectively manage relationships to ensure patient experience is consistentlydelivered to a high standard by providing a comprehensive service to patientswith a particular focus on assisting patients with access to appropriatecare/care navigation.

This rolerequires the post holder to work independently to defined policies andprocedures and managing own workload. It requires excellent organisationalskills and an ability to communicate routine and sensitive information to staffand patients.

About us

We are a popular and forward-thinking training practice of just under 17,000 patients operating from four sites in the beautiful Cumbriancountryside of the Northern Pennines and Eden Valley, close to the great bordercity of Carlisle, within easy reach of the Lake District, the Borders andNorthumberland.

We are part of Carlisle Rural PCN and have an excellent teamof Healthcare Professionals and supportive administration teams. We are also adispensing practice with dedicated Medicines Management Team and DispensingTeam.

The Practice is committed to safeguarding adults andchildren therefore if the post is subject to the Rehabilitation of OffendersAct (ROA) 1974 (Exceptions) Order 1975 (as amended) the successful candidate(s)will be subject to a criminal records check with the Disclosure and Barring Service(DBS). The cost of the DBS must be met by the successful candidate(s) throughsalary deduction. DBS charges are as follows if applicable to the post:

Standard Check: £43.50. Deducted at £14.50 from 1st monthsalary and over the following 2 months

Enhanced Check: £61.50. Deducted at £20.50 from 1st monthsalary and over the following 2 months

Job responsibilities

Main Dutiesand Responsibilities:

Daily review of reception/care navigation teamworkloads to ensure all processes are being followed and daily tasks are beingprocessed within the required timeframes and practice protocols.

Responsible for the management and allocation ofshifts for reception/care navigation and ensure adequate staffing levels areachieved at all times including adequate cover during periods of planned andunplanned absence.

Ensure practice policies are followed and supportaccurate record keeping within the practice for administration handled via thereception team on behalf of all practice teams.

To work alongside the Workforce Lead to ensureupdates are made to the clinical staff rota as required or during periods ofworkforce lead absence, support to ensure the smooth running of the overallpractice appointment system.

To ensure that relevant teams have the skills,knowledge and development to meet the practice requirements related to theachievement of targets and management of clinical data from whatever source.

Have a clear understanding of operating systemsincluding EMIS, online consultation systems and the practice telephone systemproviding support as required when faults or issues occur.

Manage effective communication with patients inregards as required and within practice standards and guidelines.

To work with other departments and management tomanage tasks and liaise with other members of the primary health care team,outside agencies and practice volunteers as required.

To ensure all protocols and standard operatingprocedures (SOPs) are followed.

To have general understanding of all keyoperational responsibilities as applied to the location e.g. safety, security,maintenance of equipment etc and report as necessary to operations manager.

Lead on recruitment for the relevant team, provideinduction training and ongoing performance review including annual appraisals.

Liaise with management team concerning staffing andorganisation of work.

Ensure that team members are up to date with allmandatory training and training needs are identified and managed.

Provide staff with encouragement, support and regularfeedback on their performance and development.

Manage annual leave, time in lieu/overtime andabsence.

Support with any grievance or disciplinaryprocedures.

To ensure that all relevant teamshave the information required to meet the practice high standards relating topatient care/experience with particular focus on an every contact countsapproach such as ensuring full utilisation of all appointments in line withpractice contractual and financial obligations.

Ensure that all relevant teamshave up to date information relating to patients pathways to care.

To deal with situations oftenrequiring tact or persuasive skills, to resolve queries/complaints as much aspossible on the spot, referring more complex queries/complaints to the relevantmembers of the practice team following practice guidance .

Provide cover as required to thereception/care navigation and wider non-clinical team.

Person Specification

Qualifications

• Evidence of continuous professional development
• Previous Supervisory Experience
• Recognised qualification to diploma level or above

Skills and Knowledge

• Demonstrable supervisory experience including performance management.
• Previous experience in leading/managing in Health and Social Care or Customer facing environment
• Experienced Microsoft Office user, including Outlook, Word, Excel and PowerPoint
• Experience of staff appraisals, handling grievance and disciplinary issues
• Experience in recruitment, staff training and staff motivation
• Excellent Communication skills, both oral and written.
• Strong organisational and planning skills
• Presentation Skills

Personal Qualities

• Must be able to develop and maintain professional, clear & effective communication with a variety of people on complex matters, issues and /or in complex situations
• An understanding, acceptance and adherence to the need for strict confidentiality
• Ability to self-motivate, organise and prioritise own workload
• Ability to work without direct supervision and determine own workload priorities
• Positive and flexible approach to work.
• Accuracy and attention to detail.

Other

• Ability to drive or travel between branch surgeries as required.
• Personal flexibility to ensure operational requirements are met.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

£28,513 to £31,619 a yearDependent on experience