Lead Receptionist

NHS Jobs; Rushden; Presencial; GBP 21.000 - 29.000; Jornada completa

Descripción de la vacante

NHS Jobs in Rushden is seeking a Lead Receptionist to coordinate daily reception activities and maintain a welcoming, patient‑centred front desk. The role involves overseeing workloads, monitoring telephone cover and patient access workflows, and supporting the organisation of staff rotas in line with procedures.

You will lead induction and training for new staff, promote consistent working practices, and provide guidance while escalating concerns to the Operations Manager.

Responsabilidades

• Reception leadership and daily coordination: allocate duties, monitor coverage, manage workloads, and maintain a professional front desk.
• Staff support and development: assist induction, share practice systems, promote consistency, and escalate performance concerns.
• Patient service and access: ensure courteous, efficient care, handle phone/online enquiries, and direct complex cases to clinicians.
• Administrative duties: support delegate tasks, track work, maintain records, and report updates to the Operations Manager.
• Deputy responsibilities: act as deputy for routine reception operations, coordinate team, and escalate issues outside authority.

Descripción del empleo

Key responsibilities

• 1. Reception leadership and daily coordination Coordinate the daily allocation of reception duties, ensuring workloads are distributed fairly and essential service requirements are maintained. Monitor telephone cover, reception activity and patient access workflows, responding to changing demands throughout the day. Support the organisation of staff rotas, breaks and cover arrangements in accordance with agreed procedures. Act as the first point of contact for routine reception queries, providing guidance and support to colleagues. Monitor outstanding work and help ensure tasks are completed accurately and within expected timescales. Maintain a professional, organised and welcoming reception environment. Identify operational pressures and take appropriate action within delegated authority.
• 2. Staff support, training and development Support the induction and training of new reception team members. Assist colleagues with practice systems, processes and day-to-day procedures. Promote consistent working practices, professional standards and effective teamwork. Identify training needs and opportunities for improvement, raising these with the Operations Manager where appropriate. Provide constructive guidance and feedback to colleagues. Escalate persistent performance, conduct or staffing concerns to the Operations Manager in line with practice procedures.
• 3. Patient service and access Support the delivery of a courteous, efficient and patient-centred service. Assist with difficult or complex patient interactions, maintaining professionalism and escalating concerns where necessary. Support the effective management of telephone enquiries, online consultation workflows and appointment-related administrative processes. Ensure reception staff follow agreed procedures and communicate accurate information to patients. Recognise when an enquiry requires clinical assessment and ensure it is directed to an appropriately qualified clinician. Support the consistent application of practice processes while recognising the importance of confidentiality, safeguarding and patient safety.
• 4. Delegated administrative and operational duties Undertake administrative responsibilities delegated by the Operations Manager to support the smooth running of the practice. Assist with the coordination and monitoring of administrative workloads, outstanding tasks and agreed deadlines. Help maintain accurate records, trackers, rotas and operational documentation. Support the implementation of new procedures and communicate relevant updates to the administrative team. Identify recurring issues, inefficiencies and opportunities to improve administrative processes. Work collaboratively with the wider administrative and clinical teams to support practice priorities. Provide operational updates to the Operations Manager, highlighting significant issues, risks or decisions requiring management input.
• 5. Deputy responsibilities and delegated authority The Lead Receptionist will act as the Operations Managers designated deputy for routine reception operations and agreed administrative responsibilities. Within clearly defined limits, the postholder will be expected to: Coordinate the reception team and maintain day-to-day service continuity when the Operations Manager is unavailable. Make routine operational decisions relating to workload allocation, reception cover and established procedures. Provide initial guidance to staff and resolve routine operational issues where appropriate. Implement agreed management decisions and ensure instructions are communicated consistently. Escalate significant staffing concerns, complaints, safeguarding matters, clinical risks, policy exceptions and decisions outside their authority to the Operations Manager or the appropriate senior member of the practice team. The Lead Receptionist will not assume overall responsibility for practice operations, independently change practice policies, make clinical decisions or undertake formal management actions unless specifically authorised and appropriately supported to do so. The precise scope of delegated responsibilities will be agreed with the Operations Manager and reviewed as the role develops.