Senior Medical Receptionist

Integrated Care System; Nottingham; On-site; GBP 26,000 - 30,000; Full time

Job summary

A healthcare organization is seeking a proactive Senior Receptionist to lead the reception team and enhance patient experience. This role requires strong leadership, communication skills, and experience in a healthcare setting. Candidates should be IT literate, organized, and dedicated to high-quality service. The position offers a supportive work environment and opportunities for training and development.

Benefits

Opportunities for ongoing training and development

Supportive working environment

Qualifications

• Experience in supervising a team.
• Experience in a GP practice or NHS setting.
• Excellent written and verbal communication skills.
• Commitment to own development and DBS check.

Responsibilities

• Lead the reception team day-to-day.
• Organize cover for absences and manage workflow.
• Support staff training and development.
• Handle low-level complaints from patients.

Skills

Communication skills

Leadership

Organizational skills

IT literacy

Attention to detail

Education

GCSE grade C and above in English and Maths

NVQ Level 2/3 in Customer Services or Health Care

Tools

SystmOne

Job description

We are seeking a proactive, experienced, and organised Senior Receptionist to join our friendly team at The Linden Medical Group. This is a pivotal front-of-house role, ideal for someone with excellent communication skills, leadership experience, and a genuine passion for patient care.

As our Senior Receptionist, you will take a key role in supervising our reception team, ensuring the smooth and efficient running of reception operations. You will also provide a high standard of administrative and patient-facing support, helping to maintain a positive patient experience.

About you:You will have previous experience in a GP practice or healthcare setting, with supervisory responsibilities. You will be confident supervising a team, able to remain calm under pressure and demonstrate a high level of discretion and professionalism at all times.

Youll be IT-literate (experience with SystmOne is advantageous), organised, and committed to delivering high-quality service to patients and staff alike.

We offer:

A supportive and welcoming working environment

Opportunities for ongoing training and development

If you are ready to take the next step in your career and make a real impact within a caring, patient-focused team, we would love to hear from you.

Main duties of the job

Key responsibilities include:

Leading the reception team day-to-day, offering guidance and support where needed

Organising cover for absences and managing workflow within the reception team

Assisting in implementing new systems and processes to improve efficiency

Supporting staff training, development and compliance with mandatory training

Managing the appointment system and signposting patients appropriately

Handling and resolving low-level, verbal complaints; escalating others as required

Acting as a point of contact for internal and external queries

Providing general administrative and reception duties including handling calls, scanning, data input and document management

About us

The Linden Medical Group is a very busy, friendly, dynamic and supportive practice comprising of 3 GP partners, 2 salaried GP's and an ANP who are supported by a Practice Manager, Operations Manager, Nurse Practitioner, 2 Practice Nurses, Healthcare Assistant, GPA and a team of Medical Secretaries, Administrators & Receptionists.

We are a training practice and occasionally have medical students working with us. We also have the support of attached staff comprising of Clinical Pharmacists, Social Prescriber & Mental Health Practitioner.

Job responsibilities

Job Description: Senior GP Receptionist

Job Title: Senior GP Receptionist Responsible To: Operations Manager Accountable To: Practice Manager

Job Summary:

The Senior Receptionist is responsible for leading and supervising the reception team within the practice, ensuring the smooth operation of front-of-house services and high-quality patient care. This role combines administrative responsibilities with leadership and support duties to maintain efficient reception processes and contribute to the overall effectiveness of the practice.

Primary Responsibilities:

The following are the core responsibilities of the Senior Receptionist. There may be occasions where additional tasks are required depending on staffing levels and workload.

• Lead the reception team and provide support in resolving queries and issues.
• Take ownership of the reception staff rota ensuring all staff have the opportunity to carry out the various duties within the reception area.
• Organise reception cover during periods of sickness or absence
• Be the first point of contact for reception staff reporting sickness
• Instruct reception staff on appropriate workflow and task prioritisation.
• Identify training needs and help facilitate team development.
• Support reception staff development and work with the Practice Management to ensure training compliance.
• Maintain and monitor the practice appointment system.
• Assist in implementing new systems and procedures to improve efficiency.
• Provide clear guidance and direction to reception staff regarding responsibilities and timescales.
• Handle personal, telephone, and online appointment requests.
• Answer and appropriately manage incoming telephone calls.
• Signpost patients to the most appropriate service or clinician.
• Initiate and respond to communications with patients, colleagues, and external agencies.
• Process letters as required.
• Add Read codes to patient records in SystmOne.
• Photocopy and file documents as necessary.
• Enter new and temporary patient registrations and update information accurately.
• Scan and attach patient documentation to electronic records.
• Redirect requests for information (e.g. SARs, insurance forms, DVLA requests) to the appropriate team.
• Manage and resolve administrative queries efficiently.
• Maintain a tidy and organised reception area.
• Monitor and update patient notice boards.
• Support clinical staff with ad hoc administrative requests.

Secondary Responsibilities:

In addition to the primary responsibilities, the Senior Receptionist may be required to:

• Participate in audits as requested.
• Assist the Practice and Operations Managers in coordinating Patient Participation Group (PPG) matters and attend PPG meetings in the absence of the Practice or Operations Manager.
• Support the health promotion lead with appropriate display material and notices.

Complaints Handling:

• Manage low-level verbal complaints from patients, escalating non-clinical issues to the Operations Manager.
• Escalate all clinical complaints directly to the Practice Manager in line with the complaints policy.

This job description is not exhaustive and may be amended in line with the needs of the practice.

Person Specification

Experience

• Experience in supervising a team
• Experience working in a GP practice or other NHS setting
• Excellent attention to detail
• Self motivated and pro-active
• Flexible approach to work to meet the needs of the service
• Planned and organised approach to work and an ability to prioritise to ensure all strict deadlines are met
• Excellent understanding of data protection and confidentiality
• Excellent written and verbal communication skills
• Excellent interpersonal skills
• Commit to a DBS check
• Commitment to own development
• Has UK Driving Licence

Qualifications

• GCSE grade C and above in English and Maths
• NVQ Level 2/3 in Customer Services or Health Care or related discipline
• Training in administration/clerical duties at NVQ level or above

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.