Key Responsibilities Team Management & Leadership
- Line manage reception staff, including recruitment, induction, training and appraisal
- Lead, motivate and support the reception team to deliver a high-quality service
- Manage rotas, annual leave and sickness absence in line with practice policy
- Conduct return-to-work meetings and address performance issues promptly
- Facilitate regular team meetings and communication updates
Patient Services & Front Desk Operations
- Oversee daily reception operations, ensuring adequate staffing and service coverage
- Ensure patients are greeted professionally and treated with dignity and respect
- Manage appointment systems effectively (including same-day demand and triage support)
- Monitor and improve patient flow and access to services
Complaints & Patient Experience
- Act as first point of contact for patient concerns and complaints at reception level
- Resolve issues promptly and elevate where appropriate
- Support the complaints process in line with NHS requirements
- Use feedback to identify service improvements
Operational & Administrative Oversight
- Ensure reception processes are efficient, standardised and documented (SOPs)
- Monitor performance metrics (e.g. call handling, access, waiting times)
- Support audits and quality improvement initiatives
- Maintain up-to-date knowledge of practice systems (e.g. EMIS, AccuRx)
Information Governance & Confidentiality
- Ensure all reception staff adhere to GDPR, confidentiality and data protection policies
- Monitor compliance with information governance and Caldicott principles
- Ensure accurate patient data recording and secure handling of information
Safeguarding & Health & Safety
- Act as a safeguarding point of awareness within the reception team
- Ensure staff understand safeguarding procedures and reporting processes
- Maintain compliance with health and safety requirements within the reception area
Continuous Improvement
- Identify opportunities to improve workflows, patient access and efficiency
- Contribute to practice and PCN-wide improvement initiatives
- Support implementation of new systems and service changes
General Responsibilities
- Work collaboratively with clinicians and the wider multidisciplinary team
- Maintain professionalism, confidentiality, and high standards at all times
- Undertake any other duties appropriate to the role