Patient Access and Medical Receptionist Team Lead

Patient Access and Medical Receptionist Team Lead

The Patient Access and Medical Receptionist Team Lead is responsible for leading, supervising, and supporting the teams to deliver a high-quality, patient-focused service. The role involves coordinating day-to-day front desk and booking operations, ensuring smooth patient access to services, and maintaining an efficient and professional environment.

Team Leadership & Supervision
Operational Oversight
Patient Services & Communication
Administration & Compliance
Liaison & Collaboration This position requires strong organisational skills, excellent communication, and the ability to motivate and develop team members while working collaboratively with clinical and administrative colleagues

We are an organisation of approximately 170 people working in four surgeries and we are lucky to have a team of dedicated, friendly clinical staff along with a fantastic support team. We merged to become the Middlewood Partnership 4 years ago and love what we do and the organisation we have created.

The Patient Access and Medical Receptionist Team is at the heart of our practices and our care. You will play a key role in supporting our patient population and work closely with all members of the practice including our team of nurses and other healthcare professionals. You will also liaise and build relationships with colleagues across all our four practices and the wider community.

Please see attached job description for full details

• Lead, supervise, and support the teams ensuring consistent delivery of high-quality patient services.
• Organise staff rotas, breaks, and cover arrangements to maintain adequate reception and booking desk support.
• Provide training, mentoring, and on-the-job coaching for new and existing staff.
• Conduct regular team meetings, briefings, and one-to-one check-ins.
• Carry out staff appraisals and support professional development plans.
• Monitor staff attendance, managing sickness and absence in line with practice policies.
• Escalate persistent absence or performance issues to the Clinical Services Manager as required.
• Promote a positive, inclusive, and supportive team culture.

Operational Oversight

• Ensure reception and booking processes run smoothly and efficiently across the practice.
• Oversee appointment allocation, including urgent and routine bookings, ensuring alignment with clinical protocols.
• Support coordination of specialist clinics (e.g., minor surgery, physiotherapy, coil fittings, cryotherapy).
• Monitor workloads and reallocate tasks as needed to maintain service quality.
• Assist with practice-wide campaigns (e.g., flu clinics, health screening programmes).
• Act as a first point of escalation for complex patient queries and complaints, ensuring professional resolution.
• Maintain a visible presence to support staff during busy or challenging periods.
• Ensure consistent delivery of a caring, respectful, and patient-focused service.
• Promote and support patients in using digital services (e.g., online booking and prescription requests).

Administration & Compliance

• Ensure staff adhere to confidentiality, data protection, and safeguarding protocols.
• Monitor accuracy of patient registrations, appointment bookings, and record management.
• Support management of DNA follow-ups and strategies to reduce missed appointments.
• Ensure reception areas are clean, safe, and well-presented at all times.
• Report and resolve IT or equipment issues promptly.
• Work closely with Clinical Service Manager to ensure appointment demand is managed effectively.
• Liaise with MINT G.P. Urgent Care to coordinate urgent appointment allocation.

Collaborate with the Clinical Services Manager and wider leadership team on service improvements and workflow optimisation

• Excellent communication and interpersonal skills.
• Ability to remain calm, professional, and supportive under pressure.
• Strong organisational and time management skills.
• Ability to coach, motivate, and develop staff
• Competence in IT systems with willingness to learn new platforms.
• Familiarity with EMIS or similar GP systems.
• Knowledge of NHS and GP surgery processes.

• Proven experience in a supervisory or team leader role.
• Experience in a GP practice, healthcare, or busy customer service environment
• Experience in rota management or workforce planning.

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.