Reception Lead

NHS; Keswick; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading GP surgery in Keswick is seeking a Reception Lead to manage front desk operations and supervise the reception team. This role involves maintaining a welcoming environment, addressing patient queries, and ensuring efficient operations. The successful candidate will show strong leadership, oversee administrative tasks, and foster a positive team culture amidst a dynamic healthcare setting.

Benefits

Supportive team culture

Opportunities for continuous professional development

Training and mentoring provided

Qualifications

• Experience in a GP practice or healthcare setting.
• Experience supervising or leading a team.
• Proficiency in MS Office and digital tools.

Responsibilities

• Act as first point of contact for patients, managing enquiries efficiently.
• Supervise reception duties and support team development.
• Contribute to service improvement and uphold patient confidentiality.

Skills

Leadership

Communication

Organisational skills

Interpersonal skills

Problem Solving

Education

GCSEs in English and Maths

Qualification in business administration or customer service

Leadership or management training

Tools

Microsoft Office

EMIS

SystmOne

Job description

In the role of Reception Lead, you will be essential in managing front desk operations and ensuring a welcoming environment for patients and visitors at our GP surgery. This position requires strong leadership skills, as you will supervise the reception team and handle complaints effectively. Your core competencies in administrative tasks, phone etiquette, and organisational skills will be vital in maintaining efficient operations. Proficiency in Microsoft Office, along with your experience in data entry and clerical duties, will support our goal of delivering exceptional service and communication within the practice.

Main duties of the job

Key Responsibilities

Reception Duties

Act as the first point of contact for patients in person and by phone.

Process patient queries using the total triage model; ensure accurate communication with the clinical team.

Signpost patients according to protocols.

Manage registrations, record updates, and communications.

Maintain a calm and welcoming reception, even under pressure.

Leadership and Coordination

Support daily operations of the reception team and allocate tasks fairly.

Be the first point of contact for team queries.

Monitor team performance and escalate issues as needed.

Liaise with the Practice Manager on staffing, rota planning, and service delivery.

Promote a positive, solutions-focused team culture.

Lead regular Continuous Improvement Workshops to drive service enhancements.

Training and Development

Support induction and training of new staff.

Provide mentoring and day-to-day support.

Identify training needs and feedback to the Practice Manager.

Foster continuous learning and teamwork.

Administrative Tasks

Attend meetings and contribute to service improvement activities.

Support implementation and review of policies and procedures.

Participate in audits and align admin processes with clinical governance standards.

About us

Castlehead Medical Centre is a dynamic, forward-thinking GP practice located in the picturesque Lake District town of Keswick, Cumbria. As the sole GP surgery in Keswick, we serve approximately 8,500 patients from both the town and surrounding rural areas.

Our modern, purpose-built facility offers a comprehensive range of primary care services, including maternity and midwifery services, family planning, minor surgical procedures, and chronic disease management.

In September 2024, we adopted a 'total triage' appointment system to enhance patient access and care efficiency. Patients can submit online consultation forms via our website or the NHS app, which are reviewed by a GP to determine the most appropriate care pathway

Our close-knit team of 31 staff membersincluding GPs, nurses, healthcare assistants, pharmacists, and administrative personnelfosters a supportive and collaborative work environment . We are a training practice committed to continuous learning and professional development.

If you're seeking a rewarding role within a progressive practice set amidst the natural beauty of the Lake District, Castlehead Medical Centre offers an excellent opportunity to make a meaningful impact in a supportive community

Job responsibilities

Main Duties and Responsibilities

Reception Operations

Act as the first point of contact for patients, dealing with telephone, online, and face-to-face enquiries with empathy and professionalism.

Support the implementation and coordination of the practices total triage model.

Ensure that all patient enquiries are dealt with efficiently and signposted according to clinical and administrative protocols.

Supervise reception duties including patient registrations, appointment booking, record updating, prescription requests, and handling correspondence.

Ensure patient records are kept accurate and confidential at all times.

Maintain a calm, professional, and welcoming environment at the reception desk, particularly during busy periods.

Leadership and Supervision

Coordinate the daily work of the reception team and ensure appropriate task allocation and workload balance.

Monitor staff performance, service quality, and patient feedback to identify areas for improvement.

Act as the first point of contact for reception staff queries or concerns.

Work with the Practice Manager on rota planning, leave management, and day-to-day cover.

Support a culture of respect, teamwork, and mutual support within the non-clinical team.

Conduct regular team huddles and meetings to maintain clear communication and alignment.

Team Development

Support the recruitment, induction, and training of new reception staff.

Provide day-to-day guidance and mentoring to staff and identify training or development needs.

Deliver or coordinate informal training sessions to enhance skills and service standards.

Promote a positive learning culture with regular opportunities for team input and feedback.

Lead on organising and delivering regular Continuous Improvement Workshops to identify service gaps, drive innovation, and encourage team participation in shaping service delivery.

Service Improvement and Administration

Contribute to the development and review of practice policies, protocols, and standard operating procedures (SOPs), especially those related to reception and patient access.

Ensure reception protocols remain compliant with CQC and data protection requirements.

Take part in internal audits and feedback loops to support quality improvement.

Liaise with the Practice Manager and clinical leads to ensure reception processes support the wider delivery of safe and effective care.

Assist with the implementation of new systems or digital tools to improve patient access and workflow efficiency.

Communication and Professionalism

Communicate effectively with all members of the practice team, patients, and external stakeholders.

Maintain confidentiality at all times and adhere to practice policies on data protection and safeguarding.

Handle difficult conversations or complaints professionally, escalating as appropriate.

Uphold the values and reputation of Castlehead Medical Centre in all patient and staff interactions.

• Uphold the values and reputation of Castlehead Medical Centre in all patient and staff interactions.

  This Job Description Is Not Exhaustive

  You may be required to undertake other duties consistent with your role and level of responsibility. This job description may be subject to periodic review in consultation with the post holder.

Person Specification

Experience

• Experience working in a GP practice or healthcare setting
• Experience supervising or leading a team
• Strong interpersonal and communication skills
• Ability to remain calm and professional under pressure
• Experience with patient-facing systems (e.g. EMIS, SystmOne)
• Organisational and time management skills
• Proficiency in MS Office and digital tools
• Knowledge of NHS policies, triage systems, or CQC standards
• Experience training, mentoring, or developing staff

Qualifications

• GCSEs or equivalent qualifications in English and Maths (or equivalent functional skills qualifications).
• Evidence of basic IT skills (e.g., Microsoft Office, practice clinical systems like EMIS or SystmOne) or willingness to undertake training.
• Qualification in business administration, customer service, or health administration (e.g., Level 2/3 Certificate or Diploma).
• Leadership or management training or qualification (e.g., ILM Level 2 or 3 in Team Leading or Supervisory Management).
• First Aid qualification (can be useful in healthcare settings).
• Training in safeguarding or confidentiality/data protection (can be done post-appointment but good to mention).
• Experience or qualification in Continuous Improvement, Lean or Quality Improvement methodologies.

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.