Reception Lead Coordinator

Newgate Medical Group About us

Newgate Medical Group (NMG) is a welcoming & busy single practice Primary Care Network (PCN) with over 30,000 patients. We have an established team of 9 GP Partners & a host of varied health professionals including pharmacists, nurses, ANP's, PA, Paramedics, Social Prescribing link worker, care co-ordinators & a large admin team. We offer a supportive team environment, training, pension and good holiday package for the right candidate.

We are a forward thinking, supportive Practice that embraces new ideas and innovation with the aim of producing better patient outcomes and efficient ways of working. Our dedicated team is crucial to the success of the Practice and the service it provides to our patient population. Ongoing rigorous processes of evaluation and review inform every aspect of the services we provide, within each department, to ensure our high standards never slip.

We aim to provide a good work life balance, support our staff to develop, feel engaged and part of the Newgate Medical Group team.

This is an exciting time to join the team as we open our new Health and Wellbeing Hub that will benefit residents and patients across the area whilst developing our team further.

If you believe in the importance & effectiveness of providing excellent service and support where NMG & our patients need it, we would love to hear from you.

We are looking for an enthusiastic, organised and approachable Reception Lead Coordinator to join our team at Newgate Medical Group.

Working alongside our other Reception Lead Coordinators, you will play a key role in supporting the smooth day-to-day running of reception services. You will provide leadership, guidance and support to reception colleagues, while helping to ensure our patients receive a professional, efficient and welcoming service.

The successful candidate will be confident and approachable, with excellent communication and organisational skills. You will be able to prioritise effectively, support colleagues and work collaboratively with the Management Team, HR, clinicians and other departments across the Practice.

We are looking for someone who is proactive, dependable and positive, with a genuine commitment to supporting both colleagues and patients.
This is a full-time position, working 37.5 hours per week, Monday to Friday, with one Saturday in four. The role also requires two late finishes per week, until 6:30pm
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As a Reception Lead Coordinator, you will help coordinate the day-to-day reception service while providing support, guidance and supervision to members of the reception team.

Working alongside the other Reception Lead Coordinators, you will help organise staffing and rotas to ensure the reception service runs effectively.

The role remains patient-facing, and you will continue to undertake reception duties when required, including supporting patients with enquiries, care navigation and appointment requests. You will also help manage concerns and difficult situations, escalating these appropriately when necessary.

You will work closely with the Management Team, HR, clinicians and other colleagues to support staffing and operational requirements and ensure effective communication across the Practice.

You will help welcome, provide practical training and guidance, and support new reception staff as they settle into their role and develop their knowledge and confidence. You will also contribute to ongoing staff development, including appraisals and probationary reviews.

This is a varied role requiring excellent communication, organisation, teamwork and the ability to remain calm and professional in a busy environment.

The following are the core responsibilities of the Reception Lead Coordinator. There may occasionally be a requirement to carry out other tasks dependent upon workload and staffing levels.

Primary responsibilities:

• Maintain and monitor the practice appointment system, processing in-person, telephone and electronic appointment requests appropriately
• Answer incoming telephone calls, transferring calls or dealing with requests as appropriate.
• Care navigate, triage and signpost patients to the most appropriate service or clinician.
• Initiate and respond to requests from patients, team members and external agencies.
• Act as a central point of contact for patients, clinicians, multidisciplinary team members and external agencies, ensuring information, messages and enquiries are…