Lead Receptionist

Due to our Lead Receptionist emigrating to pastures new.

30 Kingsway Surgery are seeking a proactive, organised and patient focused Lead Receptionist to join our small but, busy GP practice. The successful candidate will provide day today supervision of the reception team, ensuring high quality patient service, smooth operational flow,and effective communication across the practice.

Youwill act as the first point of escalation for reception queries, support thedeputy Practice Manager and Practice Manager with administrative responsibilities, and help driveimprovements in patient access and experience.

Excellent

I.T. skills are required. Our clinical system is EMIS web.

There will besome lone working, and you may be responsible for opening/closing the building.

Hours:

30 hoursper week over 5 days.

You will be required to cover for sickness and holidays.

Hours are subjectto changes, sometimes the changes can be within hours with sickness cover.

Key Responsibilities

• Ensure the reception team delivers a professional, efficient and compassionate service to patients at all times.
• Oversee daily reception duties, including appointment booking,telephone triage support, and patient enquiries.
• Handle complex or sensitive patient issues, resolving them promptlyor escalating when needed.
• Maintain confidentiality and adhere to GDPR and practice policies.

Team Leadership & Supervision

• Line-manage the reception team, including induction, training,supervision, and performance support.
• Coordinate daily staffing rotas, breaks, and cover arrangements.
• Provide ongoing support, coaching, and guidance to ensure consistency and high standards.
• Lead reception team meetings and contribute to wholepracticecommunication.

Operational Administration

• Ensure the reception workflow is effective, organised and compliantwith practice protocols.
• Maintain and update standard operating procedures for receptiontasks.
• Work with the Deputy Practice Manager and Practice Manager to improve patient access,appointment systems, and frontdesk processes.
• Monitor inboxes, tasks, and requests to ensure timely action by the reception team.
• Support with registration processes, online services, and patient record updates.

We are a small,friendly GP practice serving over 6,000 patients in the local community. Our size allows us to provide personalised, accessible care with astrong focus on building lasting relationships with our patients. We pride ourselves on delivering high-quality, patient-centred services in a welcoming and supportive environment.

Our experienced team includes 3 GPs, 1 ANP, 1 nurse, 1healthcare assistant, and administrative staff who work collaboratively toprovide a comprehensive range of primary care services. These services includeroutine health checks, chronic disease management, childhood immunisations,minor illness treatment and health promotion.

Located in Waterloo, Liverpool, our practice is committed tomaking healthcare accessible and convenient.

Key Responsibilities

Reception and Patient Services

• Ensure the reception team delivers a professional, efficient and compassionate service to patients at all times.
• Oversee daily reception duties, including appointment booking, telephone triage support, and patient enquiries.
• Handle complex or sensitive patient issues, resolving them promptly or escalating when needed.
• Maintain confidentiality and adhere to GDPR and practice policies.
• Deal with complaints and escalate if necessary.
• Team Leadership and Supervision
• Line-manage the reception team, including induction, training, supervision, and performance support.
• Coordinate daily staffing rotas, breaks, and cover arrangements.
• Provide ongoing support, coaching, and guidance to ensure consistency and high standards.
• Lead reception team meetings and contribute to whole practice communication.

Operational Administration

• Ensure the reception workflow is effective, organised and compliant with practice protocols.
• Maintain and update standard operating procedures for reception tasks.
• Work with the Deputy Practice Manager and Practice Manager to improve patient access, appointment systems, and frontdesk processes.
• Monitor inboxes, tasks, and requests to ensure timely action by the reception team.
• Support with registration processes, online services, and patient record updates.

Quality, Safety and Compliance

• Ensure reception staff follow infection control, safeguarding, and health & safety requirements.
• Participate in audits, patient experience reviews, and complaint investigations.
• Maintain accurate records and contribute to CQC compliance in the reception/administration area.

Communication and Collaboration

• Act as a key liaison between reception, the clinical team, and management.
• Support the dissemination of information to the reception team.
• Promote a positive, patient centred culture across the practice.

• Experience working in a GP practice or healthcare reception/administration setting
• Strong communication and…