Reception Lead

NHS; High Wycombe; On-site; GBP 24,000 - 30,000; Full time

Job summary

A prominent healthcare organization in High Wycombe is seeking a Reception Lead to oversee the reception team, ensuring high-quality patient care and effective operational processes. The ideal candidate will possess strong leadership skills, experience in healthcare settings, and a commitment to providing excellent service. This role offers opportunities for training and professional development within a supportive team environment.

Benefits

Opportunities for training and development

Supportive working environment

Collaborative team atmosphere

Qualifications

• Educated to A-level or equivalent, or relevant experience.
• Strong IT skills, including Microsoft Office and Outlook.
• Experience supervising or leading a team.

Responsibilities

• Oversee the reception services ensuring high-quality service.
• Manage reception team, including performance appraisals.
• Support Practice Manager with improving reception processes.

Skills

Strong people skills

Organisational skills

Communication skills

Problem-solving

Leadership skills

Education

A-level or equivalent

GCSE English (grade C/4 or above)

Tools

Microsoft Office

EMIS Web

Job description

We are looking for an organised, confident and motivated Reception Lead to join our friendly team at Hughenden Valley Surgery. This is an exciting opportunity for someone with strong people skills and a passion for delivering excellent patient care. As the first point of contact for many of our patients, the reception team plays a vital role in the smooth running of the practice, and we are seeking a proactive leader who can support, guide and develop the team.

The Reception Lead will ensure that reception services are delivered to a high standard, contribute to the continuous improvement of processes, and help maintain a positive, patient-focused environment. You will work closely with the Practice Manager and clinical team, acting as a key link between patients, admin staff and clinicians. This role is ideal for someone who enjoys problem-solving, thrives under pressure and is committed to providing a high-quality service.

We offer a supportive, collaborative working environment with opportunities for training, development and progression.

Main duties of the job

The Reception Lead will be responsible for overseeing the day-to-day running of the reception team and ensuring that all patient-facing services are delivered efficiently and professionally. Key duties include supervising reception staff, managing rotas, coordinating staff cover, and ensuring mandatory training and appraisals are completed. You will support the Practice Manager with implementing and improving reception processes, maintaining an effective appointment system, and ensuring compliance with practice policies and procedures.

The role also involves providing guidance to staff, assisting with onboarding and training new team members, and helping manage patient flow during busy periods. You will act as the main point of contact for complex queries, support complaints handling, and ensure that reception services remain safe, responsive and patient-centred. Strong communication, leadership and organisational skills are essential.

About us

Hughenden Valley Surgery is a friendly, well-established GP practice committed to delivering safe, effective and compassionate patient care. We pride ourselves on being a supportive and collaborative team, with a strong focus on quality improvement, patient experience and staff development. Our practice serves a diverse local community and works closely with multidisciplinary colleagues to ensure patients receive timely and appropriate care.

We encourage a culture of openness, learning and continuous improvement. All staff are supported through a comprehensive induction, ongoing training opportunities and regular supervision. We promote the values of Equality, Diversity & Inclusion, and maintain high standards of confidentiality, professionalism and patient safety in everything we do.

As part of our team, you will be joining a positive working environment where every role is valued and where staff work together to provide an excellent service for our patients.

Job responsibilities

The Reception Lead is responsible for the effective day-to-day management and direction of the reception team at Hughenden Valley Surgery. The post holder will ensure that all reception and patient-facing services are delivered professionally, efficiently and in line with practice policies, operational needs and patient expectations. The role supports the Practice Manager in maintaining high standards of service delivery, staff development, patient flow, communication and continuous improvement.

Primary Responsibilities

The Reception Lead is responsible for:

• Overseeing the reception services of the practice, ensuring staff deliver a high-quality, patient-centred service.
• Line managing the reception team, including support, supervision, guidance and staff development.
• Completing staff appraisals, probation reviews and performance discussions.
• Identifying training needs and facilitating or delivering training as required.
• Compiling, monitoring and managing the reception rota to ensure safe staffing levels.
• Reviewing, updating and implementing reception processes and procedures.
• Supporting the management team with practice reporting, audits and development plans.
• Developing and embedding efficient reception processes in line with best practice and legislation.
• Maintaining an effective appointment system for all services.
• Acting as the focal point for communication between reception, admin and clinical teams.
• Coordinating temporary reception cover during periods of annual leave or sickness.
• Providing initial advice and support to patients wishing to raise concerns or complaints.
• Acting as building fire marshal, ensuring evacuation lists and visitor logs are accurate and up-to-date.
• Supporting triage processes, urgent patient flow and appointment coordination during busy periods.

Secondary Responsibilities

• Assisting with onboarding, training and mentoring new reception staff.
• Supporting practice audits, data quality checks and recall processes (including long-term condition reviews and vaccination campaigns).
• Participating in practice-led initiatives such as flu clinics, health campaigns and patient education events.
• Contributing to the improvement of practice procedures, policies and service standards.
• Undertaking any additional duties delegated by management to support the smooth daily operation of the practice.

General Responsibilities

Confidentiality

All employees must maintain strict confidentiality of patient and staff information in line with GDPR and practice policy.

Equality, Diversity & Inclusion (ED&I)

The post holder must act in ways that support equality, dignity and respect for all patients and colleagues.

Quality & Continuous Improvement (CI)

Actively participate in quality improvement activities, identifying opportunities to enhance patient care, safety and service delivery.

Learning & Development

Complete mandatory training and participate in personal and team development activities. The post holder may be required to undertake additional training relevant to the role.

Service Delivery

Ensure all work is carried out in accordance with practice protocols and regulatory requirements.

Professional Conduct

Demonstrate professionalism, reliability and positive behaviour at all times, representing the practice appropriately to patients and external partners.

Scope and Flexibility

This job description may be amended following consultation to meet the evolving needs of the practice. The post holder may be required to undertake additional duties to support efficient practice operations.

Person Specification

Qualifications

• Educated to A-level or equivalent, or able to demonstrate relevant experience
• GCSE English (grade C/4 or above)
• Strong IT skills, including use of Microsoft Office and Outlook
• Experience working with the general public
• Experience of administrative duties
• Excellent written and verbal communication skills
• Ability to work both independently and as part of a team
• Strong organisational and time-management skills
• Ability to follow policies, procedures and protocols
• High level of accuracy and attention to detail
• NVQ Level 2 or 3 in Health and Social Care
• Experience working in a healthcare setting
• Experience supervising or leading a team
• Experience providing staff training or appraisals
• Experience using EMIS Web
• Experience managing rotas
• Experience with audits, data quality or recall systems
• Previous work in a GP surgery or primary care environment

Experience

• Experience of working with the general public
• Experience of administrative duties in a busy environment
• Experience of handling challenging or sensitive situations
• Experience of working as part of a team
• Experience of using IT systems such as email, calendars and basic data entry
• Experience of managing a busy workload and prioritising tasks
• Experience of providing customer service in person and over the phone
• Experience of working in a GP surgery or primary care environment
• Experience of supervising or leading staff
• Experience of training or mentoring colleagues
• Experience of using EMIS Web
• Experience of managing staff rotas
• Experience of supporting audits, data quality work or patient recall systems
• Experience of handling patient complaints or complex enquiries
• Experience of working in a healthcare administration setting

Skills and Personal Qualities

• Good interpersonal and communication skills
• Ability to remain calm and professional under pressure
• Strong organisational and planning skills
• Ability to use initiative and make decisions within scope of role
• Ability to work independently and as part of a team
• High level of accuracy and attention to detail
• Ability to handle confidential information appropriately
• Polite, patient and empathetic manner
• Flexible and adaptable approach to work
• Experience managing difficult or distressed patients
• Ability to train, mentor or support colleagues
• Problem-solving and analytical skills
• Forward-thinking and proactive attitude
• Ability to contribute to service improvement
• Understanding of primary care processes and patient pathways

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.