Job description

Job responsibilities

Job Summary

The Lead receptionist is responsible for the leadership, organisation and continuous improvement of reception and administrative services within the practice.

The post-holder will ensure safe, efficient and patient-centred front-of-house operations, maintaining high standards of access, communication and service delivery.

This role includes direct line management of the reception team, oversight of systems and processes, and responsibility for driving service improvements aligned with practice priorities.

Given the level of access to confidential and sensitive information, the post-holder must maintain the highest standards of professionalism, integrity and confidentiality at all times.

Primary Responsibilities

Oversee the day-to-day running of reception and administrative services

Lead on the coordination and optimisation of clinical and administrative rotas

Always ensure appropriate staffing levels and effective cover

Develop, implement and maintain efficient office processes and workflows

Manage incoming deliveries, ensuring adherence to cold chain and relevant policies

Act as fire marshall and ensure appropriate safety processes are followed

Line manage all reception staff, including recruitment, induction, performance management and absence management

Conduct staff appraisals and support ongoing development

Identify and deliver training needs within the team

Foster a positive, supportive and accountable team culture

Lead on staff wellbeing, engagement and team cohesion initiatives

Support delivery and optimisation of Enhanced Services and QOF-related administrative processes

Develop, implement and review reception policies and procedures

Act as first point of escalation for patient concerns and complaints, ensuring appropriate handling in line with policy

Ensure compliance with safeguarding, health and safety, and organisational policies

Promote confidentiality, information governance and data protection.

Ensure patients are treated with dignity, respect and compassion.

Assist with the development and review of reception policies and procedures.

Minute practice meetings and service improvement initiatives.

We are particularly interested in candidates who can demonstrate that they:

Lead by example you are reliable, professional and someone colleagues can approach for support.

Take ownership you are willing to take responsibility for problems and see things through to a resolution.

Support others you enjoy helping colleagues develop and are comfortable providing constructive feedback.

Communicate well you can adapt your communication style when dealing with patients, colleagues, clinicians and managers.

Want to develop you are motivated to progress your career and are willing to develop the skills required to become an effective manager.

Development opportunity

We recognise that moving from a receptionist position into a leadership position is a significant step.

• The successful candidate will receive appropriate support from the Lead GP/Managing partner, with opportunities to develop their skills in:
• Team leadership and supervision
• Staff development and performance management
• Managing difficult conversations
• Recruitment and induction
• Workforce planning
• Service improvement
• Complaint handling
• Practice policies and procedures

NHS and primary care requirements

Person Specification

Experience

Essential

• You will ideally be an experienced NHS/GP receptionist who is looking for an opportunity to progress their career.
• You will have:
• Good knowledge and experience of working within an NHS or GP reception environment.
• A strong understanding of the pressures and challenges faced by patients and reception teams.
• Experience of supporting, mentoring or guiding colleagues.
• The confidence to take responsibility and make appropriate decisions.
• Excellent communication and interpersonal skills.
• A calm, approachable and professional manner.
• The ability to deal sensitively with challenging situations.
• Good organisational skills and the ability to prioritise effectively.
• Strong IT skills and experience of relevant clinical/administrative systems. Knowledge of EMIS Web.
• A commitment to confidentiality and information governance.
• A willingness to learn and develop your management and leadership skills.
• A positive attitude towards change and service improvement.

Disclosure and Barring Service Check

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.

Employer details

Employer name

Brookfield Park Surgery

Address

68 Chester Road

London

N19 5BZ

United Kingdom

Employer's website

https://www.brookfieldparksurgery.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Operational Management

Lead and oversee the day-to-day operational running of the practice.

Ensure effective administrative systems and workflows are maintained.

Coordinate day-to-day activities across the practice and resolve operational issues.

Identify opportunities to improve efficiency, systems and patient services.

Lead the implementation of agreed changes to operational systems and processes.

Staff and HR

Lead and coordinate the reception and administrative team.

Oversee staff rotas, annual leave, sickness and day-to-day staffing requirements.

Coordinate recruitment, induction and onboarding of new staff.

Oversee staff training and mandatory training requirements.

Maintain appropriate staff and HR records.

Manage routine HR processes in accordance with practice policies and appropriate employment procedures.

Develop responsibility for staff supervision, performance and development, with Managing Partner input where appropriate.

Recognise and escalate complex or significant HR matters to the Managing Partner.

Practice Systems and IT

Oversee the effective use of EMIS Web and other GP practice systems.

Ensure appropriate administrative processes and protocols are maintained.

Oversee the onboarding and system access requirements of new staff and clinicians.

Liaise with NHS IT and other system providers as required.

Help ensure that practice digital systems are used effectively and identify opportunities for improvement.

CQC, Governance and Compliance

Oversee the operational aspects of CQC compliance and readiness.

Ensure relevant practice policies, records and compliance documentation are maintained.

Oversee operational health and safety requirements.

Contribute to information governance, business continuity and other regulatory requirements.

Coordinate administrative actions arising from complaints, significant events and audits where appropriate.

NHS Contracts and Practice Performance

Oversee the administrative delivery of QOF, enhanced services and other NHS contractual requirements.

Coordinate relevant NHS reporting, submissions and claims.

Ensure appropriate administrative systems are in place to support call and recall and other patient-care programmes.

Monitor deadlines and ensure required practice submissions are completed accurately and on time.

Liaise with relevant NHS organisations regarding operational and contractual matters.

Patient Services

Oversee high standards of reception and administrative service to patients.

Manage more complex administrative patient queries and issues.

Coordinate complaints and patient feedback processes, escalating significant matters where appropriate.

Work with the practice team to identify and implement improvements to patient services.

Finance and Administration

Oversee routine practice financial administration.

Coordinate relevant NHS claims, reimbursements and payment processes.

Assist with payroll and other routine financial processes as required.

Maintain accurate records and ensure relevant information is provided to the Managing Partner and external advisers when required.

Premises and Health & Safety

Oversee the day-to-day operational management of the practice premises.

Coordinate maintenance, contractors, supplies and services as required.

Ensure appropriate health and safety processes and records are maintained.

Identify premises or operational issues requiring action and ensure these are addressed or escalated appropriately.

Training Practice

Coordinate the administrative requirements associated with GP registrars and medical students.

Ensure appropriate induction, access, documentation and administrative arrangements are in place for trainees and students.

Liaise with relevant training organisations and clinicians as required.

PCN and External Organisations

Liaise with the North Camden Primary Care Network and other NHS organisations on operational matters.

Coordinate information and administrative requirements arising from PCN and wider NHS initiatives.

Maintain effective working relationships with external organisations, suppliers and service providers.

Service Development

Identify opportunities to improve practice systems and ways of working.

Lead agreed operational improvement projects.

Support the introduction of new services, systems and processes.

Contribute to the ongoing development and efficient running of the practice.

Development of the Role

We do not expect the successful candidate to arrive with experience in every aspect of practice management.

The Operations Manager will be expected to take ownership of the day-to-day responsibilities of the role while receiving guidance and training from the Managing Partner in areas where further knowledge or management experience is required.

Responsibility and autonomy will increase as the post holder develops their knowledge, skills and confidence.

The aim is to develop a capable Operations Manager who can lead the routine operational running of the practice, identify and resolve issues and recognise when matters require clinical, strategic or Managing Partner input.

Person Specification

Experience

Essential

• Good administrative experience within NHS general practice or primary care.
• Strong understanding of the day-to-day workings of a GP practice.
• Good working knowledge of EMIS Web and other GP practice systems.
• Good understanding of HR processes and principles, including recruitment, induction, absence management and appropriate processes for dealing with staff matters.
• Experience of taking responsibility for work and ensuring tasks are completed accurately and on time.
• Good IT knowledge and confidence using digital systems.
• Understanding of confidentiality and information governance within general practice.
• Excellent organisational and time-management skills.
• Ability to prioritise and oversee a varied workload.
• Ability to lead, coordinate and motivate colleagues.
• Confidence to take ownership of day-to-day operational issues.
• Ability to use initiative, make appropriate decisions and solve problems.
• Excellent written and verbal communication skills.
• Ability to communicate professionally and effectively with patients, staff, clinicians and external organisations.
• Good attention to detail and accuracy.
• Ability to work independently while recognising when matters should be escalated.
• Approachable, professional and able to work effectively as part of a team.
• Calm and practical when dealing with competing demands.
• Willingness to learn and develop in areas where further management experience is required.
• Enthusiasm for developing a career in general practice management.

Desirable

• Experience in a senior administrative, supervisory or team-leader role within general practice.
• Previous line-management experience.
• Experience of staff rotas or workforce coordination.
• Experience of recruitment or other HR processes.
• Knowledge or experience of QOF and enhanced services.
• Familiarity with CQC requirements.
• Experience of NHS reporting, claims and reimbursement processes.
• Experience of complaints or patient feedback processes.
• Experience of supporting GP trainees or medical students.
• Experience of practice finance or payroll administration.

Disclosure and Barring Service Check

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.

Employer details

Employer name

Brookfield Park Surgery

Address

68 Chester Road

London

N19 5BZ

United Kingdom

Employer's website

https://www.brookfieldparksurgery.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Primary responsibilities:

Long-term planning and day-to-day management. Develop and lead the transformation of the practice to ensure long-term sustainability and efficiency. Strategic view of and ownership of QOF and enhanced services. Ownership of all practice policies including business continuity plan.

Financial and business development - Ensure adherence to good financial practices. Advise on contracts and make recommendations. Ensure all invoices are submitted for payment in a timely manner. Submit payroll to payroll company and ensure follow up submissions are made for PAYE and pensions.

People management, workforce planning, appraisals and culture development - Ensure sustainable workforce planning, recruitment and retention. Ensure strategies and processes are in place for effective utilisation of staff. Drive efficiencies. Complete regular performance reviews and annual appraisals with practice team. Treat colleagues, patients and visitors with dignity and respect at all times. Recruitment and succession planning within the practice.

Governance and compliance - Lead on information governance. Ensure all requirements of CQC registration are met and the practice continues to be judged as Good. Ensure that confidentiality is maintained at all times by team members and within ones own work. Implement and monitor all quality improvement plans. Oversee the management of the practices IT systems, including compliance with and submission of the Data Security Protection Toolkit (DSPT).

Development and management of effective partnerships internal and external - Manage relationships with other local providers to the patient population. Support relationship with local commissioners, council and other bodies. Attend relevant meetings and forums. Support patient engagement and PPG. Work collaboratively with colleagues for the benefit of the patients and the practice.

Process development and problem solving - Ensure effective clinical models are implemented unrefined to deliver care based upon patient needs and demand. Ensure appropriate processes are in place to manage assets and facilities. Handling response to all complaints received at the practice. Advise on complaints, near misses and significant events to ensure learning is shared across the team.

Effective communication and working relationships - Effective communications and knowledge sharing. Effective communication and liaison with external stakeholders such as PCN, ICB and other health and social care providers. Effective working relationships with staff. Effective working relationships with patients and their carers or representative. Effective working relationships with GPs and allied healthcare professionals. Responding to transformation and changes in primary care service delivery.

Person Specification

Experience

Essential

• Essential:
• Managerial Experience: 2 years
• A sound working knowledge of GDPR.
• Strong working knowledge of EMIS Web clinic system.
• Excellent IT skills with a sound working knowledge of Microsoft Office applications.
• Awareness of all practice income streams and process for claims including use of PCSE, CQRS national and local and local health board/council.

Desirable

• Desirable:
• Practice Management / Assistant PM experience
• Experience managing staff rotas, clinic utilisation, and service capacity planning

Disclosure and Barring Service Check

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.

Employer details

Employer name

Brookfield Park Surgery

Address

68 Chester Road

London

N19 5BZ

United Kingdom

Employer's website

https://www.brookfieldparksurgery.co.uk/ (Opens in a new tab)