Front Office Lead — Patient Access & Operations

Queensway Medical Centre; Lancashire; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

NHS pension

Friendly and supportive environment

Training and development opportunities

Job summary

Queensway Medical Centre in Lancashire seeks an experienced Reception Administrator to manage the front-of-house reception and administrative team. You will oversee the appointment system, patient access, and workflows, ensuring a high standard of patient care while coordinating with clinicians and management.

You will lead and develop the reception staff, improve processes, handle complex patient queries, and maintain GDPR and confidentiality compliance in a busy primary care setting.

Qualifications

• Supervisory/management experience is essential.
• Strong organisational and leadership skills are required.
• Excellent communication and patient-facing skills are essential.
• Ability to work well under pressure in a busy primary care environment.

Responsibilities

• Oversee the daily running of the reception function to ensure smooth patient flow.
• Lead appointment bookings using EMIS and maintain clinic templates and rotas.
• Line manage the reception team, coordinate staff rotas, and support recruitment/training.
• Be the first point of contact for patients, handling complex queries with professionalism.
• Oversee bookings, cancellations, workflows and document handling; monitor workloads.
• Act as a liaison between reception/admin, GPs, clinicians and external agencies.
• Ensure adherence to GDPR, confidentiality, CQC standards and practice policies.
• Support audits, reporting and service improvements within the team.
• Provide reception cover and contribute to service development through meetings.

Skills

Supervisory/management experience

Organisational skills

Leadership skills

Communication skills

Tools

EMIS

Job description

Queensway Medical Centre in Lancashire seeks an experienced Reception Administrator to manage the front-of-house reception and administrative team. You will oversee the appointment system, patient access, and workflows, ensuring a high standard of patient care while coordinating with clinicians and management.

You will lead and develop the reception staff, improve processes, handle complex patient queries, and maintain GDPR and confidentiality compliance in a busy primary care setting.