Lead Receptionist (GP Practice)

Job description

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Job purpose Lead the day-to-day work of the reception team so patients receive a professional, courteous and consistent service. Take responsibility for reception staffing, induction, training and working standards, with support from the Practice Manager. Working pattern Working days and hours will be agreed around the needs of the practice and the role. Flexibility is required, including working later when needed to support, train or meet with staff across different shifts. The role has protected time for leadership duties and is outside the regular reception rota. The postholder is expected to provide occasional reception cover when needed. Reception staffing and rota Prepare and maintain the reception rota against agreed staffing levels throughout practice opening hours. Plan annual leave cover in advance and coordinate cover for sickness, training and vacancies using agreed staffing arrangements. Arrange additional hours within delegated authority. Escalate unresolved gaps promptly to the Practice Manager, outlining the options already explored. Ensure staff know how to report absences and who to contact about staffing issues outside the Lead Receptionists working hours. Team leadership, induction and training Give reception staff practical guidance, set clear expectations and provide constructive feedback. Coordinate induction, supervised practice and follow-up checks for new starters. Keep training records and identify further training needs. Hold regular check-ins and team discussions so colleagues across different shifts receive consistent information and support. Refer concerns requiring formal action about performance, conduct or staff welfare to the Practice Manager. Reception procedures and service standards Work with the Practice Manager and Senior Administrator to review reception procedures and improve consistency across the team. Allocate and monitor routine reception work, including appointment administration, incoming messages and shared tasks. Make sure staff know what needs handing over between shifts. Set a good example in patient communication, confidentiality and professional boundaries. Make sure staff use agreed routes for contacting clinicians and escalate urgent concerns promptly. Help staff resolve routine service issues and refer formal complaints or matters requiring a clinical or management decision to the appropriate person. Support the team during system outages and other disruptions by following agreed procedures. Carry out agreed improvements arising from feedback, incidents, audits and CQC actions relevant to reception. Keep clear records of training and actions completed. The Practice Manager retains responsibility for formal HR decisions, complaints investigations and approval of practice policies. Clinical decisions remain with the relevant clinician.