Receptionist Team Lead

NHS; Herne Bay; On-site; GBP 25,000 - 30,000; Part time

Job summary

A prominent healthcare provider in Herne Bay is seeking a confident and experienced Reception Team Lead to guide a busy reception team in delivering high-quality patient care. The role is part-time, involving 19 hours a week. Candidates should have excellent communication and leadership skills, and prior experience in a healthcare setting is preferred. Responsibilities include supporting the team, managing operations, and ensuring patient satisfaction. This position offers a supportive work environment.

Benefits

Supportive workplace environment

Flexible work schedule

Qualifications

• Educated to GCSE level or equivalent.
• Experience of leading a team.
• Experience of working with the general public.

Responsibilities

• Coordinate communication and operations within the reception team.
• Lead and support the reception team.
• Ensure high service standards for patients.

Skills

Excellent communication and customer service skills

Leadership

Organisational skills

Adaptability

Calm under pressure

Education

GCSE Maths and English

NVQ Level 2 in Health and Social Care

Tools

EMIS

Microsoft Office

Job description

Due to a staff member relocating, we are seeking a confident and experienced Reception Team Lead to join our friendly and busy GP Practice. This role is offered on a part-time, job share basis for 19 hours a week and will involve working across both our Park and Broomfield sites.

Although the successful candidate may be required to work any hours between 7.45 am to 8.00 pm, the weekly pattern for this post is currently:

• Monday: 8.00 am to 6.30 pm
• Wednesday: 8.00 am to 6.30 pm

This job is based across both Park and Broomfield Surgeries.

As Reception Team Lead, you will support, guide and lead our reception team to ensure patients receive a high standard of care and service. The role involves working under pressure and in a fast-paced environment, dealing with patients in person, over the phone and via email, and ensuring that reception processes are followed consistently.

We are looking for someone who has excellent communication and customer service skills, can confidently lead and support a team, is organised, adaptable and calm under pressure and who enjoys working as part of a professional, supportive team.

If you are committed to delivering high-quality patient care within a welcoming practice please apply.

Main duties of the job

As Reception Team Lead, you will support our large reception team of 18 staff working across both sites, ensuring patients receive a consistently high standard of service. You will work closely with the Reception Manager and other Team Lead to maintain an efficient, organised and supportive working environment. This role involves providing day-to-day guidance, direction and encouragement to team members.

About us

We are a large, friendly, forward thinking Practice looking after over 24,000 patients in and around Herne Bay. We are based over two sites and have a large team of staff all working together to provide a high standard of person centred care for our patients.

We are a flexible, friendly and supportive Practice. Ensuring our employees feel valued and happy in the workplace is an important value to us.

Job responsibilities

Job purpose:

To assist with the smooth and efficient running of the reception area in a professional, pleasant, and courteous manner. The Reception Team Lead will support the Reception Manager in supervising, motivating, and developing a large reception team across two sites, ensuring the delivery of an excellent standard of service to patients, visitors, and the wider practice team.

Responsibilities:

Coordinate communication and daily operations between the reception team, patients, management team, and partners.

Answer incoming calls, transferring or resolving queries appropriately and efficiently.

Lead, motivate, and support a large reception team in a positive and professional manner.

Promote a proactive, solution-focused, and patient-centred attitude within the team.

Conduct one-to-one meetings and appraisals for reception staff.

Provide constructive feedback, coaching, and continuous support to team members.

Support the induction and training of new receptionists

Ensure all staff remain compliant with mandatory eLearning and training requirements.

Maintain high standards of service delivery and professionalism within the reception area.

Monitor the practice appointment system, ensuring accuracy and efficiency.

Provide troubleshooting and problem-solving support to staff and patients as required.

Coordinate and share internal communications (e.g., newsletters, updates) within the reception team.

Assist with sharing information and updates for patients via the practices website and Facebook page.

Support patients with NHS App queries and digital service access.

Signpost patients to the most appropriate service or clinician.

Process new and temporary registrations and update patient records as required.

Maintain accurate and timely computerised patient data and records.

Conduct system searches and data entry tasks as requested by management or clinical team.

Respond promptly, courteously, and professionally to patient queries in person, by phone, or electronically.

Provide support with general tasks to clinical staff as required.

Assist the Management Team in achieving reception and wider practice performance targets.

Deliver a welcoming, professional, and efficient service to all patients and visitors.

Monitor and maintain reception areas and noticeboards in line with quality and safety standards.

Person Specification

Qualifications

• Educated to GCSE level or equivalent.
• GCSE Maths and English.
• NVQ Level 2 in Health and Social Care.

Experience

• Experience of working with the general public.
• Experience of leading a team.
• Experience of working under pressure in a fast paced environment.
• Previous administration experience.
• Previously worked in a healthcare setting.
• Previous experience with EMIS.

Skills and abilities

• Excellent IT skills including office and outlook.
• Strong interpersonal and communication skills, with a polite and confident telephone manner.
• Effective time management and organisational skills.
• Ability to work efficiently both independently and as part of a team.
• Ability to follow established policies, procedures, and protocols.
• Ability to remain calm and work effectively under pressure.
• Self-motivated with a positive, proactive attitude.
• Demonstrates high levels of integrity, reliability, and loyalty.
• Sensitive and empathetic towards patients and colleagues.
• Professional and approachable at all times.
• Flexible and adaptable approach to work including a willingness to work outside of core working hours

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.