Reception Lead

Thornton & Valley Park Surgery; Croydon; On-site; GBP 25,000 - 35,000; Full time

Job summary

A healthcare provider in Croydon seeks a proactive Reception Lead to manage the reception team and ensure efficient patient service. Responsibilities include overseeing daily reception duties, managing staff rotas, and enhancing patient access through effective communication. This role requires strong leadership, excellent interpersonal skills, and experience in a healthcare setting. Join us to contribute to patient-centered care and operational excellence.

Qualifications

• Significant experience in a busy reception or customer service role.
• Experience of supervising or leading a team.
• Experience managing workloads in a fast-paced setting.

Responsibilities

• Supervise and motivate the reception team.
• Manage staff rotas to ensure adequate cover.
• Oversee daily reception duties.

Skills

Excellent interpersonal skills

Leadership and team coordination

Organizational skills

IT skills including Microsoft Office

Ability to handle pressure

Education

GCSEs in English and Maths at Grade C/4 or above

NVQ Level 3 (or above) in Business Administration

Leadership or management training

Tools

EMIS Web

Job description

Thornton Road & Valley Park Surgery part of Bourne Health, are looking for a proactive and enthusiastic Reception Lead to work as part of our administration and multi-disciplinary team.

Your responsibilities will include working closely with the Practice Manager, and clinical teams to support the delivery of safe, effective, and well-coordinated care.

We appreciate the interest of all applicants in this opportunity. Please note that we may close this vacancy early if we identify a suitable candidate before the advertised closing date. We encourage interested applicants to submit their applications as soon as possible.

Main duties of the job

The Reception Lead is responsible for the day-to-day management and supervision of the reception team, ensuring a professional, efficient, and compassionate service for all patients and visitors. The postholder will ensure smooth front-of-house operations, manage patient access to services, and maintain high standards of customer care.

About us

Bourne Health Partnership is a leading Primary Care NHS GP Partnership. It is the largest primary care provider in South West London, serving diverse communities across multiple GP surgeries. We are committed to delivering high-quality, patient-centred care, underpinned by innovation, community engagement, and operational excellence.

Job responsibilities

Leadership & Team Management

Supervise, support, and motivate the reception team to deliver excellent patient service.

Plan and manage staff rotas to ensure adequate cover across all opening hours.

Conduct regular team meetings, one-to-ones, and appraisals.

Support recruitment, induction, and ongoing training of reception staff.

Promote a positive, inclusive, and accountable team culture.

Front of House Operations

• Oversee daily reception duties including telephone, face-to-face, and online contact with patients.
• Ensure all reception processes are followed consistently and efficiently (appointments, messages, repeat prescription requests, etc.).
• Manage patient flow within the practice, supporting smooth handover to clinicians.
• Handle patient complaints and feedback professionally, escalating where appropriate.
• Ensure reception areas are tidy, welcoming, and reflect the professionalism of the practice.

Patient Access & Communication

• Monitor and improve patient access across telephone, online, and in-person channels.
• Ensure effective use of digital tools (e.g. eConsult, NHS App, AccuRx) and support patients in accessing them.
• Communicate clearly and empathetically with patients, maintaining confidentiality at all times.
• Liaise with clinical and administrative teams to ensure patient messages and results are managed promptly.

Quality, Compliance & Improvement

• Maintain a strong focus on patient confidentiality, safeguarding, and information governance.
• Monitor key performance indicators such as call response times, appointment utilisation, and patient feedback.
• Identify and implement improvements to reception systems and patient experience.
• Support the Practice Manager and Administration Lead with CQC compliance and service development.
• Work closely with the Practice Manager and Assistant Practice Manager to ensure seamless coordination between front and back-office functions.
• Liaise with clinicians, nurses, and management to support practice priorities.
• Deputise for the Practice Manager or Assistant Practice Manager in reception-related matters when required.

This list is not exhaustive, and all team members should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the organisation.

Your individual job plan will be agreed with your line manager. This will be subject to change in accordance with the needs of the organisation.

Key Relationships:

Internal:

Members of the Senior Management team

Colleagues within The Bourne Partnership

External:

Other GP practices and practice groups

Other external organisations

The Administrator is an integral part of the Practice Administration Team. They support the Clinical team by ensuring medical records are coded promptly. They provide support to the non-clinical team and patients by administering patient registrations and deductions in a timely manner. The administrative team are responsible for ensuring all incoming letters and EDT are filed and scanned ready of actioning by relevant team members.

Key Performance Indicators (KPIs)

KPIS will be agreed annually with your Line Manager. These will be agreed according to business need.

Key functions that are the minimum indicators to ensure that the role is being fulfilled:

Klinik workload Ensure all Klinik pots are cleared daily, with patient requests triaged and actioned within agreed timeframes.

Workflow management Maintain minimal backlog across all workflow areas, including Docman clinical and non-clinical inboxes, ensuring timely allocation and processing.

Practice email management Monitor, prioritise, and action all incoming practice emails promptly and appropriately.

QOF and recall compliance Support the practice in achieving QOF and patient recall targets through efficient appointment management and communication.

Appointment utilisation Maximise appointment availability and ensure appropriate allocation of slots to meet patient demand.

Patient experience Ensure a consistently positive and professional patient experience across all access points (telephone, online, and in person).

This list is not exhaustive but a guide. KPIs will be set annually and reviewed regularly with your Line Manager depending on business need and person specific requirements.

Confidentiality / Data Protection / Freedom of Information

Post holders must maintain the confidentiality of information about patients, staff and other health service business in accordance with the Data Protection Act of 1998. Post holders must not, without prior permission, disclose any information regarding patients or staff. If any member of staff has communicated any such information to an unauthorised person, those staff will be liable to disciplinary action up to and including dismissal. Moreover, the Data Protection Act 1998 also renders an individual liable for prosecution in the event of unauthorised disclosure of information. Following the Freedom of Information Act (FOI) 2005, post holders must apply the organisations FOI procedure if they receive a written request for information.

Information Governance

All staff must comply with information governance requirements. These includes statutory responsibilities (such as compliance with the Data Protection Act), following national guidance (such as the NHS Confidentiality Code of Practice) and compliance with local policies and procedures (such as the Trust's Confidentiality policy). Staff are responsible for any personal information (belonging to staff or patients) that they access and must ensure it is stored, processed and forwarded in a secure and appropriate manner

Post holders must at all times fulfil their responsibilities with regard to The Bourne Partnerships Equal Opportunities Policy and equality laws.

Health and Safety

All post holders have a responsibility, under the Health and Safety at Work Act (1974) and subsequently published regulations, to ensure that The Bourne Partnerships health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors and employees.

Infection Control

All post holders have a personal obligation to act to reduce healthcare-associated infections (HCAIs). They must attend mandatory training in Infection Control and be compliant with all measures required to reduce HCAIs. All post holders must comply with the Partnerships Infection Control Policies, including those that apply to their duties, such as Hand Decontamination Policy and Personal Protective Equipment Policy. Risk Management All post holders have a responsibility to report risks such as clinical and non-clinical accidents or incidents promptly. They are expected to be familiar with The Bourne Partnerships use of risk assessments to predict and control risk, as well as the incident reporting system for learning from mistakes and near misses in order to improve services. Post holders must also attend training identified by their manager or stated to be mandatory.

Flexible Working

As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern and multiple sites so that we can offer services in the evenings or at weekends.

Safeguarding children and vulnerable adults

Post holders have a general responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.

Sustainability

It is the responsibility of all staff to minimise the environmental impact by recycling wherever possible, switching off lights, computers monitors and equipment when not in use, minimising water usage and reporting faults promptly.

The Bourne Partnership is committed to providing a healthy and safe environment for staff, patients and visitors. Staff are therefore not permitted to smoke on organisational property.

Person Specification

Personal Qualities

• Polite and confident
• Flexible and co-operative
• Excellent interpersonal skills
• Motivated and proactive
• Ability to use initiative and judgement
• Ability to work under pressure

Experience

• Significant experience working in a busy reception or front-line customer service role
• Experience of supervising or leading a team
• Experience managing workloads and priorities in a fast-paced setting
• Experience of dealing directly with the public or patients in a professional and empathetic manner
• Experience working within a GP Practice or NHS setting
• Experience using EMIS Web or similar clinical systems
• Experience monitoring and improving performance standards
• Experience managing rotas or staff schedules

Qualifications

• GCSEs (or equivalent) in English and Maths at Grade C/4 or above
• Evidence of continuous professional development
• NVQ Level 3 (or above) in Business Administration or equivalent qualification
• Leadership or management training
• Qualification in healthcare administration or customer service

Other Requirements

• Flexibility to work outside of core office hours
• Maintain confidentiality at all times

Skills

• Excellent organisational and interpersonal skills
• Strong leadership and team coordination skills
• High level of accuracy and attention to detail
• Excellent organisational and time management abilities
• Proficient IT skills, including Microsoft Office and telephone systems
• Ability to remain calm under pressure and handle difficult situations professionally
• Understanding of confidentiality, GDPR, and data protection requirements
• Knowledge of NHS administrative processes (referrals, registrations, recalls, etc.)
• Understanding of CQC requirements and compliance standards
• Knowledge of medical terminology
• Familiarity with online consultation tools (e.g. eConsult, AccuRx, NHS App)

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.