Patient Services Team Leader

Job description

About

The Reception Operations Lead will play a key role in supporting the efficient day-to-day running of reception services at Chorlton Family Practice. Working closely with the Practice Management Team, the postholder will provide operational leadership, guidance and practical support to the reception team, ensuring high standards of patient care, effective communication and a positive working environment. This is a hands-on leadership position that requires excellent organisational skills, a proactive approach and the ability to support and motivate colleagues while managing the demands of a busy GP practice. The postholder will lead by example, promote teamwork and contribute to the continuous improvement of our services. Main Duties and Responsibilities1. Reception Operations and Coordination Support the smooth and efficient day-to-day running of all reception areas. Act as the first point of contact for reception colleagues requiring operational guidance or assistance. Coordinate daily workloads, ensuring tasks are allocated appropriately and completed within agreed timescales. Monitor reception activity, identifying pressures and responding proactively to maintain effective patient services. Ensure reception procedures, protocols and practice policies are followed consistently. Provide hands-on reception support during busy periods, staff shortages or when additional assistance is required. Support the effective use of practice clinical and administrative systems, including EMIS Web and online consultation platforms. 2. Staff Rotas and Operational Cover Prepare and maintain reception staff rotas, ensuring a minimum of four weeks of rotas are available in advance. Coordinate daily staffing arrangements to maintain appropriate reception and telephone cover throughout practice opening hours. Identify potential staffing gaps and escalate concerns to the Practice Management Team. Assist with coordinating breaks, annual leave cover and changes to daily staffing arrangements. Support the fair and effective distribution of reception duties. 3. Team Leadership and Support Provide approachable, positive and consistent day-to-day leadership to the reception team. Act as a role model, demonstrating professionalism, reliability and excellent patient service. Support the induction and training of new reception colleagues. Identify areas where additional training, guidance or support may be beneficial. Encourage teamwork, effective communication and a supportive working culture. Provide constructive feedback and recognise good performance. Raise concerns regarding conduct, attendance or performance with the Practice Management Team, who retain responsibility for formal management processes. Assist with communicating practice updates, operational changes and new procedures to reception colleagues. 4. Patient Experience and Communication Promote a welcoming, compassionate and professional reception service. Support colleagues in managing challenging conversations and difficult situations with patients. Assist with resolving patient queries, concerns and informal complaints at the earliest appropriate opportunity. Escalate formal complaints, safeguarding concerns and significant incidents in accordance with practice procedures. Ensure patients are treated with dignity, respect and confidentiality. Encourage effective communication between reception, clinical and administrative teams. Identify opportunities to improve patient access, communication and overall patient experience. 5. Quality, Standards and Compliance Support compliance with practice policies, NHS requirements and Care Quality Commission (CQC) standards relevant to reception services. Encourage completion of mandatory training and highlight outstanding requirements to the Practice Management Team. Promote confidentiality, information governance, safeguarding awareness and infection prevention procedures. Support the accurate recording and handling of patient information. Assist with implementing changes to operational procedures, ensuring colleagues understand and follow agreed processes. Report incidents, operational risks and areas of concern promptly. 6. Service Improvement and Development Work collaboratively with the Practice Management Team to identify opportunities to improve reception efficiency and patient services. Support the introduction of new systems, processes and ways of working. Encourage colleagues to contribute ideas and suggestions for improvement. Assist with monitoring reception performance, including telephone access, patient feedback and administrative workflows. Help develop a positive, solution-focused team culture. Participate in relevant practice meetings and contribute to operational planning. General Responsibilities The postholder will be expected to: Maintain a professional, flexible and positive approach to their work. Demonstrate excellent time management and organisational skills. Work effectively both independently and as part of a wider multidisciplinary team. Respect patient confidentiality and comply with information governance requirements. Follow all practice policies and procedures, including health and safety, safeguarding and equality and diversity. Undertake mandatory training and participate in relevant professional development. Carry out other reasonable duties appropriate to the role as requested by the Practice Management Team. Scope of the Role The Reception Operations Lead is a senior operational role providing day-to-day leadership and coordination of reception services. The postholder will work under the direction of the Practice Management Team and will not hold independent responsibility for formal HR management processes, including disciplinary procedures, formal performance management or contractual decisions. The role requires someone who can confidently take ownership of daily operational matters, support colleagues and recognise when issues should be escalated. Person Specification Essential Skills and Qualities Excellent communication and interpersonal skills. Strong organisational skills and the ability to prioritise competing demands. A friendly, professional and approachable manner. Confidence in providing guidance and support to colleagues. Ability to remain calm and make sensible decisions under pressure. A positive, proactive and solution-focused approach. Good IT skills and willingness to learn new systems. Ability to handle sensitive information with discretion and confidentiality. Commitment to delivering excellent patient service. Reliability, flexibility and a strong team ethic. Desirable Experience Previous experience in a GP practice, healthcare setting or busy customer-facing environment. Experience supporting colleagues, coordinating workloads or organising staff rotas. Familiarity with EMIS Web or other healthcare systems. Knowledge of NHS primary care services and patient access procedures. Previous supervisory or team leadership experience. Previous supervisory experience is not essential. We welcome applications from individuals who demonstrate the right attitude, initiative, communication skills and potential to develop into a leadership role. Training and support will be provided. Additional Information This job description provides an overview of the main responsibilities of the position and may be reviewed as the needs of the practice evolve. The successful candidate will be expected to work flexibly and collaboratively to support the continued delivery of safe, effective and patient-centred services at Chorlton Family Practice.