GP Reception Team Leader

The Methodist Church in Britain; High Wycombe; On-site; GBP 25,000 - 35,000; Full time

Job summary

Chiltern House Medical Centre in the United Kingdom is seeking a team leader for its GP reception and front‑of‑house services. You will oversee appointment booking, patient access and staff rotas, and line manage reception staff including inductions and appraisals.

The role requires prior GP or primary care experience and strong IT skills with EMIS Web or SystmOne, plus knowledge of CQC standards and data protection. You will liaise between reception, clinicians and practice management.

Qualifications

• Excellent communication, organisational and people management skills.
• Confident use of clinical IT systems and Microsoft Office.
• Experience supervising or managing administrative or reception staff.

Responsibilities

• Manage the day-to-day running of GP reception and front-of-house services.
• Lead, line manage and develop reception staff, including recruitment, induction and training.
• Produce and manage staff rotas for core hours, extended access and leave.
• Conduct appraisals, manage sickness absence and address performance issues under HR policy.
• Oversee appointment booking, call handling and patient access in line with NHS access requirements.
• Handle complex, difficult or sensitive patient queries and elevate complaints as needed.
• Oversee patient registration, data quality and record maintenance.
• Ensure accurate use of clinical systems such as EMIS Web or SystmOne.

Skills

Communication skills

Organisational skills

People management

IT systems

Microsoft Office

Tools

EMIS Web

SystmOne

Job description

Chiltern House Medical Centre, a GP practice in the Primary Care Network, is recruiting a team leader for its GP reception and front-of-house services. The post holder runs appointment booking and patient access, line manages reception staff including rotas, appraisals and sickness, and acts as the link between reception, clinicians and practice management. Oversight of clinical systems such as EMIS Web or SystmOne, plus CQC and data protection compliance, sits alongside the day-to-day leadership. Prior experience in a GP or primary care setting is essential.

What the job involves

• Manage the day-to-day running of GP reception and front-of-house services


• Lead, line manage and develop reception staff, including recruitment, induction and training


• Produce and manage staff rotas for core hours, extended access and leave


• Conduct appraisals, manage sickness absence and address performance issues under HR policy


• Oversee appointment booking, call handling and patient access in line with NHS access requirements


• Handle complex, difficult or sensitive patient queries and elevate complaints as needed


• Oversee patient registration, data quality and record maintenance


• Ensure accurate use of clinical systems such as EMIS Web or SystmOne


• Ensure reception services meet CQC standards


• Support safeguarding processes and staff training compliance


• Monitor workload and improve reception processes


• Support online services, digital access and NHS app processes

Experience

• Experience working in an NHS GP practice or primary care setting


• Previous experience supervising or managing administrative or reception staff


• Excellent communication, organisational and people management skills


• Confident use of clinical IT systems and Microsoft Office

Skills & knowledge

• Strong understanding of patient confidentiality, GDPR and NHS processes


• Patient-focused, empathetic and professional


• Calm and resilient under pressure


• Strong problem-solving and decision-making ability


• Flexible and adaptable to change within NHS primary care


• Committed to equality, diversity and inclusion

Nice to have

• Experience with EMIS Web or SystmOne


• Knowledge of CQC requirements and NHS primary care contracts


• Qualification or training in management, leadership or healthcare administration


• Experience handling patient complaints or service improvement initiatives