Reception Team Leader

The Methodist Church in Britain; King's Lynn; On-site; GBP 26,000 - 34,000; Full time

Job summary

Vida Healthcare, a large GP practice, is recruiting a Reception Team Leader to oversee its Patient Support Team (PST). The post centres on rota planning, call-queue oversight, cover for absence and the training and motivation of reception staff.

It is a full-time, fast-paced role spread across several sites, with some duties delegated per site. You will be the first point of contact for PST staff, manage performance, handle confidential information, and contribute to CQC compliance.

Qualifications

• Minimum of two years in a patient or customer-facing role.
• Experience communicating politely face to face and by phone, with confidentiality.
• Previous management of a small team.
• Experience working within the NHS.

Responsibilities

• Lead and supervise the PST, ensuring reception and admin duties run efficiently.
• Oversee call queues and cross-site cover so calls are answered promptly.
• Organise staff rotas and cover for short-notice absence.
• Assist with CQC compliance and staff audits.

Skills

Planning

Organisational skills

Time management

Problem solving

Confidentiality

Communication

Education

GCSE level

Tools

SystmOne

Job description

Vida Healthcare, a large GP practice, is recruiting a Reception Team Leader to oversee its Patient Support Team (PST). The post centres on rota planning, call-queue oversight, cover for absence and the training and motivation of reception staff. It is a full-time, fast-paced role spread across several sites, with some duties delegated per site. Essential experience includes managing a small team and using SystmOne.

What the job involves

• Lead and supervise the PST, ensuring reception and admin duties run efficiently and to standard
• Oversee call queues and cross-site cover so calls are answered promptly
• Organise staff rotas and cover for short-notice absence
• Be the first point of contact for PST staff to escalat[e] issues
• Keep the team motivated and communicate effectively with all members
• Arrange additional training for PST staff
• Assist with probation reviews, appraisals and performance management
• Complete return to work interviews in a timely manner
• Take verbal complaints from patients as the first point of contact
• Help with front-line reception duties when needed
• Assist with CQC compliance, complete staff audits and attend meetings, taking minutes when appropriate
• Handle information confidentially, follow policies and procedures, and report concerns

Qualifications

• Educated to GCSE level

Experience

• Minimum of two years in a patient or customer facing role
• Experience communicating politely and positively face to face and by phone, with a clear spoken manner, while respecting confidentiality
• Previous management of a small team
• Previous experience using SystmOne
• Previous experience working within the NHS

Skills & knowledge

• IT literacy in MS Word and Excel, with high keyboard skills
• Excellent planning and organisational skills
• Excellent time management, working to strict deadlines
• Problem solving and making decisions under pressure while keeping a positive communication style
• Ability to work with highly confidential information

Other

• Performs well under pressure
• Self-motivated, flexible and responsive to change
• Able to work as part of a team and as an individual
• Committed to excellence and willing to take on additional responsibilities
• Commitment to fairness and equality

Nice to have

• Previous experience of working in a busy GP surgery