Reception Lead Coordinator

Pcdc; Worksop; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Training

Pension

Holiday package

Job summary

Newgate Medical Group is seeking an enthusiastic Reception Lead Coordinator to oversee reception services and support staff in a busy GP practice. You will supervise colleagues, manage appointments, and ensure a welcoming, professional patient experience.

You will lead, train and develop the reception team, resolve patient queries, and work with HR, clinicians and management to maintain smooth operations in a busy healthcare environment.

Qualifications

• Essential: Excellent communication skills, strong IT skills and a clear, polite telephone manner.
• Experience in General Practice/admin duties is desirable.
• GCSE Maths and English at C or above required; AMSPAR reception qualification desirable.

Responsibilities

• Maintain and monitor the practice appointment system and process appointments.
• Answer incoming calls and transfer requests as appropriate.
• Care navigation, triage and signpost patients to the right service or clinician.
• Coordinate weekly reception staff rotas and onboarding/training of new staff.
• Support HR in locum coordination, onboarding and compliance.
• Assist with opening/closing procedures and maintain reception and waiting areas.

Skills

Excellent communication skills

Strong IT skills

Clear polite telephone manner

Problem solving

Ability to work under pressure

Team player

Education

GCSE Maths & English

GCSE level or equivalent

AMSPar Receptionist Qualification

Tools

SystmOne

MS Outlook

MS Office

Job description

Newgate Medical Group

About us

Newgate Medical Group (NMG) is a welcoming & busy single practice Primary Care Network (PCN) with over 30,000 patients. We have an established team of 9 GP Partners & a host of varied health professionals including pharmacists, nurses, ANP's, PA, Paramedics, Social Prescribing link worker, care co-ordinators & a large admin team. We offer a supportive team environment, training, pension and good holiday package for the right candidate.We are a forward thinking, supportive Practice that embraces new ideas and innovation with the aim of producing better patient outcomes and efficient ways of working. Our dedicated team is crucial to the success of the Practice and the service it provides to our patient population. Ongoing rigorous processes of evaluation and review inform every aspect of the services we provide, within each department, to ensure our high standards never slip. We aim to provide a good work life balance, support our staff to develop, feel engaged and part of the Newgate Medical Group team.This is an exciting time to join the team as we open our new Health and Wellbeing Hub that will benefit residents and patients across the area whilst developing our team further.If you believe in the importance & effectiveness of providing excellent service and support where NMG & our patients need it, we would love to hear from you.

Job Summary

We are looking for an enthusiastic, organised and approachable Reception Lead Coordinator to join our team at Newgate Medical Group.Working alongside our other Reception Lead Coordinators, you will play a key role in supporting the smooth day-to-day running of reception services. You will provide leadership, guidance and support to reception colleagues, while helping to ensure our patients receive a professional, efficient and welcoming service.The successful candidate will be confident and approachable, with excellent communication and organisational skills. You will be able to prioritise effectively, support colleagues and work collaboratively with the Management Team, HR, clinicians and other departments across the Practice.We are looking for someone who is proactive, dependable and positive, with a genuine commitment to supporting both colleagues and patients. This is a full-time position, working 37.5 hours per week, Monday to Friday, with one Saturday in four. The role also requires two late finishes per week, until 6:30pm.

Main duties of the job

As a Reception Lead Coordinator, you will help coordinate the day-to-day reception service while providing support, guidance and supervision to members of the reception team.Working alongside the other Reception Lead Coordinators, you will help organise staffing and rotas to ensure the reception service runs effectively.The role remains patient-facing, and you will continue to undertake reception duties when required, including supporting patients with enquiries, care navigation and appointment requests. You will also help manage concerns and difficult situations, escalating these appropriately when necessary.You will work closely with the Management Team, HR, clinicians and other colleagues to support staffing and operational requirements and ensure effective communication across the Practice.You will help welcome, provide practical training and guidance, and support new reception staff as they settle into their role and develop their knowledge and confidence. You will also contribute to ongoing staff development, including appraisals and probationary reviews.This is a varied role requiring excellent communication, organisation, teamwork and the ability to remain calm and professional in a busy environment.

Job Description/Responsibilities

The following are the core responsibilities of the Reception Lead Coordinator. There may occasionally be a requirement to carry out other tasks dependent upon workload and staffing levels.

Primary responsibilities:

• Maintain and monitor the practice appointment system, processing in-person, telephone and electronic appointment requests appropriately
• Answer incoming telephone calls, transferring calls or dealing with requests as appropriate.
• Care navigate, triage and signpost patients to the most appropriate service or clinician.
• Initiate and respond to requests from patients, team members and external agencies.
• Act as a central point of contact for patients, clinicians, multidisciplinary team members and external agencies, ensuring information, messages and enquiries are managed effectively and appropriately.
• Support the smooth day-to-day running of reception operations and provide guidance and support to reception colleagues where required.
• Provide day-to-day leadership, supervision and support to reception staff, ensuring duties are carried out effectively, consistently and in line with organisational standards and procedures.
• Coordinate weekly reception staff rotas, ensuring effective and efficient departmental cover, including reception and clinical template cover where required.
• Undertake the full range of Receptionist duties as required and provide reception cover to support service delivery and business continuity.
• Work closely with HR regarding locum coordination, onboarding, compliance and staffing requirements, ensuring all relevant documentation is submitted in a timely manner.
• Coordinate reception staff onboarding and training, ensuring implementation in line with HR requirements.
• Carry out annual appraisals and 1, 3 and 6 month reviews for reception staff.
• Enter, update and clinically code patient information accurately within SystmOne and healthcare records.
• Process new and temporary patient registrations, repeat and acute prescriptions in line with practice protocols, and manage patient queries including prescription queries.
• Process emails, workflows, tasks and desk tasks in a timely and accurate manner.
• Distribute clinical and non-clinical correspondence to relevant staff members and carry out system searches as requested.
• Support patients with general enquiries, complaints and customer service matters in line with practice procedures.
• Proactively manage and diffuse complaints, concerns and difficult situations at the earliest opportunity, escalating where appropriate in line with practice procedures.
• Develop and maintain effective working relationships with members of the primary healthcare team, secondary care providers, community services and other external agencies to facilitate effective communication and patient care.
• Promote and support equality, diversity and inclusion (ED&IT), confidentiality, collaborative working, learning and development, quality improvement and organisational policies and procedures.
• Assist with opening and closing procedures in accordance with practice rotas.
• Maintain clean, tidy and effective reception and waiting room areas, including notice boards and patient information displays.
• Support clinical staff with general administrative duties where required.
• Participate in audits, meetings and training sessions as required.
• Continually assess and evaluate systems and processes, recommending changes and improvements to the management team where appropriate.
• Promote positive patient experience and continuous improvement within the reception team.
• Ensure reception policies, procedures and protocols are implemented, maintained and kept up to date, ensuring all duties are carried out in line with organisational requirements and best practice.

Person Specification

Essential

• Excellent communication skills (written and oral).
• Strong IT skills.
• Clear, polite telephone manner.
• Competent in the use of Office and Outlook.
• SystmOne user skills.
• Effective time management (planning and organising).
• Ability to work as a team member and autonomously.
• Good interpersonal skills.
• Problem solving and analytical skills.
• Ability to follow policy and procedure.
• Polite and confident.
• Flexible and cooperative.
• Motivated.
• Forward thinker.
• High levels of integrity and loyalty.
• Sensitive and empathetic in distressing situations.
• Ability to work under pressure.

Qualifications

Essential

• Educated to GCSE level or equivalent.
• GCSE Mathematics and English (C or above).

Desirable

• AMSPAR Receptionist Qualification.
• NVQ Level 2 in Health and Social Care.
• Recognised leadership or management qualification, or equivalent.

Experience

Essential

• Experience of working with the general public.
• Experience of administrative duties.
• Experience of working in General Practice.
• Experience of working in a healthcare setting.

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.

Employer details

Employer nameNewgate Medical GroupAddressNewgate StreetWorksopNottinghamshireS80 1HP