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NHS Jobs; Egham; On-site; GBP 26,000 - 32,000; Full time

Job summary

NHS Jobs is seeking a Reception Management Lead to oversee the day-to-day operations of the Practice reception, ensuring staffing and organisation for efficient patient services.

You will lead the Reception Team, coordinate workflows, support the Practice Manager with HR matters, and maintain high standards of patient communication and service delivery.

Qualifications

• Experience leading a reception team.
• Ability to manage staffing and leave.
• Familiarity with Practice policies and procedures.

Responsibilities

• Oversee day-to-day work of the Reception Team and allocate daily tasks.
• Manage staffing levels and supervise patient-facing and admin work.
• Support the Practice Manager with recruitment and HR matters.

Skills

Team leadership

Staff management

Communication

Tools

Clarity

EMIS

Accurx

EVAD

Job description

Reception Management Lead

and oversee the day-to-day work of the Reception Team, ensuring reception is adequately staffed and organised. Allocate daily tasks and manage workflow so that patient-facing and administrative work is completed efficiently. Act as the first point of support for reception staff, answering questions and providing guidance on procedures and patient queries. Keep the team informed of changes to Practice policies, procedures, systems and ways of working. Monitor standards of patient service, including telephone, face-to-face and written communication. Ensure reception processes are followed consistently and identify areas where improvements are needed. Support the Practice Manager with recruitment, selection, HR matters and staff-related issues. Manage annual leave and sickness within agreed Practice arrangements and maintain appropriate staffing levels. Escalate staffing, performance, conduct or operational concerns to the Practice Manager when appropriate. Provide reception cover when necessary to maintain safe and effective patient services.

Patient Services

Ensure there is sufficient reception cover to support patient services throughout the day. Deal with patient issues professionally and sensitively, involving the Duty Doctor, Practice Manager or other appropriate clinician when required. Process and allocate administrative queries received through the Accurx Inbox in line with Practice procedures. Process repeat prescription requests in accordance with Practice guidance and agreed workflows. Ensure systems are in place for the secure movement, tracking and recording of patient records and information. Support the Practice Manager with complaints, ensuring reception‑related concerns are dealt with appropriately and learning is shared with the team. Support service improvement work with the Practice Manager and Partners. Act as the Flu Season Lead, supporting the planning and organisation of annual influenza vaccination clinics. Support QOF, DES, LES and other Practice requirements by helping to organise appropriate reviews, appointments and patient invitations.

Staff Support, Training and Development

Provide induction and training for new reception staff and ensure induction records are completed. Identify ongoing training needs and support staff to maintain the skills required for their role. Support the Practice Manager and Partners with performance reviews, appraisals and performance management where required. Hold regular Reception Team meetings and communicate agreed actions and changes to staff. Provide day‑to‑day coaching and support to help staff work confidently and consistently. Act as a link between the Reception Team and Practice Management, helping to resolve work‑related issues and improve communication. Work closely with other Practice teams and external organisations where this is required to support patient services.

Reception Administration and Governance

Represent reception at Practice meetings and raise relevant operational issues, risks and improvement ideas. Deal with day‑to‑day reception problems promptly, resolving them where possible and escalating when necessary. Ensure reception‑related complaints and significant events are recorded and completed on Clarity, with learning shared appropriately. Ensure accurate records are maintained for appointments, messages, visits, post, patient registrations, prescriptions, filing, births and deaths. Ensure Practice policies, protocols and standard operating procedures are followed within reception. Support the Practice Manager with Care Quality Commission requirements, audits and inspection preparation. Help develop and maintain clear reception procedures and standard operating procedures.

IT and Systems Support

Develop a good working knowledge of the Practice IT systems and applications used by reception. Provide day‑to‑day user support to reception staff and help troubleshoot routine system problems. Support the use of EMIS, Accurx, telephone systems and other relevant Practice systems. Use the EVAD telephone system confidently and produce agreed monthly reports for the Practice Manager. Monitor reception system issues and liaise with external providers when faults affect patient services. Support the introduction of new systems, applications and services, including staff training and guidance. Use available data and reports to identify opportunities to improve reception staffing, processes and patient access. Maintain appropriate awareness of data protection, information governance and secure patient record sharing.

Quality and Continuous Improvement

Promote high standards of patient service and safe, efficient working practices. Identify risks, recurring problems and service pressures and raise them with the Practice Manager. Use feedback, incidents, complaints and available data to identify opportunities for improvement. Contribute to audits, significant event reviews and other quality improvement activities as required. Take responsibility for own actions and work collaboratively to improve team performance. Manage time, workload and resources effectively and prioritise work according to patient and Practice needs.

Confidentiality and Information Governance

Maintain strict confidentiality at all times when handling patient, staff, clinician and Practice information. Only share confidential or sensitive information with authorised individuals and in accordance with Practice policies and current requirements. Handle patient records and information securely, including electronic and paper records. Report any suspected confidentiality, information governance or data security concerns promptly to the appropriate manager.

Health and Safety

Follow the Practice Health & Safety and infection control policies and encourage the same standards within the relevant team. Identify and report hazards, risks, accidents and other safety concerns promptly. Use workplace security and personal safety procedures appropriately. Keep relevant work areas organised and free from avoidable hazards. Complete relevant training and apply safe working practices at all times.

Equality, Diversity and Inclusion

Treat patients, carers, colleagues and visitors with dignity, respect and fairness. Provide a welcoming, non‑judgemental service and take account of individual needs and circumstances. Respect privacy, dignity, beliefs and communication needs. Follow Practice policies and relevant requirements relating to equality, diversity and inclusion.

Personal and Professional Development

Take responsibility for maintaining and developing the knowledge and skills required for the role. Participate in Practice training and an annual performance review/appraisal. Keep up to date with changes that affect the role, patient services, information governance and Practice procedures. Share relevant learning with colleagues and support colleagues in developing their skills.

Communication

Communicate clearly, respectfully and professionally with patients, carers, colleagues, clinicians, management and external organisations. Ensure important information is passed to the right people in a timely manner. Adapt communication to meet individual patient and staff needs, including where alternative communication methods are required. Handle difficult or sensitive conversations calmly and escalated issues when appropriate.

Contribution to Practice Services

Follow Practice policies, standards, guidance and agreed procedures. Work with the Practice Manager, Partners, clinicians and wider Practice team to maintain effective services. Support the implementation of new services, changes to processes and agreed improvement initiatives. Participate in meetings, audits and other Practice activities appropriate to the role. Undertake other reasonable duties consistent with the level and responsibilities of the post