Reception Operations Lead

The Methodist Church in Britain; Macclesfield; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Company pension

Employee discount

Free parking

Health & wellbeing programme

On-site parking

Sick pay

Job summary

The Deepings Practice is seeking a proactive reception leader to oversee staffing, rotas, and service standards across Market Deeping and Glinton. The role focuses on supervising reception staff, maintaining SystmOne appointment books, and addressing patient enquiries with professionalism.

Applicants should have supervisory experience and strong IT skills, with the ability to manage two sites and ensure confidentiality and patient safety in daily operations.

Qualifications

• Lead reception operations across two sites, including staffing and service standards.
• Oversee recruitment, appraisals, training needs and performance concerns.
• Manage and coordinate staffing and rotas across two sites.
• Ensure confidentiality, information governance and patient safety.
• Resolve operational issues and patient complaints.

Responsibilities

• Load appointment books into SystmOne by deadlines.
• Monitor performance and implement improvements.
• Provide practical support to the reception team.
• Support the Rota Team to keep rotas accurate.

Skills

Supervisory experience

Staff management

Rota management

Customer service

Education

GCSE English and Maths

Tools

SystmOne

Omni Rota

Job description

This leadership post runs the reception service at The Deepings Practice across its Market Deeping and Glinton sites, and also leads the Rota Team. The work centres on staffing and rotas, supervising reception staff, keeping clinical rotas and SystmOne appointment books up to date, and resolving patient complaints and operational problems. It is a 37-hour role based mainly at Market Deeping, with cover at the Glinton branch as needed. Applicants must submit a CV and a supporting statement showing supervisory experience.

What the job involves

• Lead reception operations across Market Deeping and Glinton, covering staffing, workflows and service standards
• Manage and support reception staff, including appraisals, feedback, training needs and performance concerns
• Oversee staffing and rotas, including annual leave coordination and cover during absence
• Lead the Rota Team so clinical rotas are accurate and on time, Omni Rota is updated daily and appointment books are loaded onto SystmOne within deadlines
• Maintain patient service standards, support colleagues with difficult enquiries, resolve operational issues and manage complaints
• Ensure policies are followed, particularly confidentiality, information governance, patient safety and consistent working practices
• Drive improvements by monitoring performance, identifying operational pressures and implementing agreed changes
• Provide practical support to the reception team when required

What’s required

Qualifications

• GCSE English and Maths or equivalent, or demonstrable equivalent literacy and numeracy skills

Experience

• Demonstrable experience in a supervisory, team leader or operational role
• Staff management experience, including supporting performance, resolving workplace issues and managing day-to-day staffing
• Managing staffing, rotas and operational issues across two sites

Skills & knowledge

• Strong IT skills, including systems for rotas, scheduling, record keeping and reporting
• Excellent organisational skills
• Excellent communication skills

Nice to have

• Management or leadership qualification
• Experience in general practice, primary care or another healthcare setting
• Workforce planning, rota management and coordinating staffing across multiple sites
• Knowledge of NHS primary care processes and patient confidentiality requirements

What’s offered

• Company pension
• Employee discount
• Free parking
• Health & wellbeing programme
• On-site parking
• Sick pay