GP Reception Lead | Patient Experience Champion

Pilgrims Way Surgery; South Shields; On-site; GBP 17,000 - 24,000; Full time

Job summary

Pilgrims Way Surgery is looking for an Assistant Reception Manager to support the Practice Manager and lead a small reception team. The role focuses on delivering outstanding patient experiences, ensuring clear communication within the team and with patients, and maintaining an efficient, well-organised service.

The successful candidate will promote high standards, adapt to workload changes, and be a role model for reception staff while coordinating with the Practice Manager and broader

Qualifications

• Experience supervising a team in a healthcare setting.
• Experience managing rostas and staffing levels.
• Experience handling feedback and driving service improvements.
• Proficient with Microsoft and clinical systems.
• Experience using NHS digital systems like EMIS/IPLATO/NHS App.

Responsibilities

• Lead and support the Reception Team to ensure smooth day-to-day operations.
• Manage staff rotas, training, absence management and team development.
• Monitor workload across reception, telephone and online services.
• Report and monitor patient feedback and complaints; work with Practice Management.
• Ensure patient confidentiality and information governance compliance.

Skills

Staff management

Customer service

Communication

Information governance

Education

GCSE Maths & English

Tools

EMIS

IPLATO

NHS App

Job description

Pilgrims Way Surgery is looking for an Assistant Reception Manager to support the Practice Manager and lead a small reception team. The role focuses on delivering outstanding patient experiences, ensuring clear communication within the team and with patients, and maintaining an efficient, well-organised service.

The successful candidate will promote high standards, adapt to workload changes, and be a role model for reception staff while coordinating with the Practice Manager and broader