Reception Administrator

The Methodist Church in Britain; Poulton-le-Fylde; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

NHS pension

Training opportunities

Friendly working environment

Job summary

Queensway Medical Centre is seeking an experienced reception supervisor to manage day-to-day front-of-house operations and oversee the patient journey. You will supervise reception staff, oversee the EMIS appointment book, and coordinate clinic rotas while ensuring excellent customer care and professional standards.

Applicants should have supervisory experience in a busy GP practice, strong organisational and communication skills, and a calm approach to pressure.

Qualifications

• Experience working in a busy GP practice.
• Supervisory or management experience within a team.

Responsibilities

• Oversee the daily running of reception with smooth patient flow.
• Lead and support reception staff, including line management and rota coverage.
• Take lead responsibility for the EMIS appointment book and clinic templates.
• Set up and maintain clinical rotas and coordinate leave/urgent clinics.
• Handle complex patient queries and complaints as first point of escalation.
• Ensure professional, confidential patient interactions and high standards of care.
• Manage bookings, cancellations, scanning and messages between patients and clinicians.
• Monitor workloads and implement improvements.
• Ensure compliance with policies, GDPR and audits.

Skills

Organisational leadership

People management

Communication skills

Calm under pressure

EMIS knowledge

Patient experience

Tools

EMIS

Job description

The post sits within the reception and administration team at Queensway Medical Centre, a GP practice. The holder runs the front-of-house service day to day, overseeing patient access, workflows and team performance while supervising reception staff. It takes lead responsibility for the EMIS appointment book and acts as the link between reception, clinicians and management. Supervisory experience and prior work in a busy GP practice are essential.

What the job involves

• Oversee the daily running of reception, ensuring smooth patient flow and efficient service
• Lead, supervise and support reception staff, including line management, coaching, staff rota cover and performance
• Take lead responsibility for the EMIS appointment book, managing availability, clinic templates and demand
• Set up and maintain clinical rotas and coordinate changes for leave, sickness and urgent clinics
• Handle complex or escalated patient queries and complaints, acting as first point of escalation
• Ensure professional, confidential and respectful patient interactions and high standards of customer care
• Oversee bookings, cancellations, scanning, document handling and message handling between patients and clinicians
• Monitor workflows and workload, implementing improvements and reallocating tasks
• Ensure compliance with practice policies, SOPs, CQC standards and GDPR, supporting audits and reporting
• Support recruitment, induction and training of new staff and training in system use
• Liaise between reception staff, GPs, clinical staff and external agencies, and support new systems
• Provide basic IT troubleshooting and reception cover when required

Experience

• Experience working in a busy GP practice, familiar with day-to-day running and strategy
• Supervisory or management experience, including supervising or supporting a team

Skills & knowledge

• Strong organisational and leadership skills
• Ability to manage competing demands and work under pressure
• Excellent communication, interpersonal and patient-facing skills
• Calm under pressure and able to manage challenging situations
• Strong knowledge of EMIS
• Commitment to delivering an excellent patient experience

Nice to have

• Understanding of primary care access models
• Experience with complaints handling
• Knowledge of appointment systems such as EMIS

What’s offered

• Friendly and supportive working environment
• Opportunities for training and development
• NHS pension