Current jobs related to Reception Lead - Keswick - Castlehead Medical Centre

Main Duties and Responsibilities Reception Operations Act as the first point of contact for patients, dealing with telephone, online, and face-to-face enquiries with empathy and professionalism. Support the implementation and coordination of the practices total triage model. Ensure that all patient enquiries are dealt with efficiently and signposted according to clinical and administrative protocols. Supervise reception duties including patient registrations, appointment booking, record updating, prescription requests, and handling correspondence.
Ensure patient records are kept accurate and confidential at all times. Maintain a calm, professional, and welcoming environment at the reception desk, particularly during busy periods. Leadership and Supervision Coordinate the daily work of the reception team and ensure appropriate task allocation and workload balance. Monitor staff performance, service quality, and patient feedback to identify areas for improvement.
Act as the first point of contact for reception staff queries or concerns. Work with the Practice Manager on rota planning, leave management, and day-to-day cover. Support a culture of respect, teamwork, and mutual support within the non-clinical team. Conduct regular team huddles and meetings to maintain clear communication and alignment.
Team Development Support the recruitment, induction, and training of new reception staff. Provide day-to-day guidance and mentoring to staff and identify training or development needs. Deliver or coordinate informal training sessions to enhance skills and service standards. Promote a positive learning culture with regular opportunities for team input and feedback.
Lead on organising and delivering regular Continuous Improvement Workshops to identify service gaps, drive innovation, and encourage team participation in shaping service delivery. Service Improvement and Administration Contribute to the development and review of practice policies, protocols, and standard operating procedures (SOPs), especially those related to reception and patient access. Ensure reception protocols remain compliant with CQC and data protection requirements. Take part in internal audits and feedback loops to support quality improvement.
Liaise with the Practice Manager and clinical leads to ensure reception processes support the wider delivery of safe and effective care. Assist with the implementation of new systems or digital tools to improve patient access and workflow efficiency. Communication and Professionalism Communicate effectively with all members of the practice team, patients, and external stakeholders. Maintain confidentiality at all times and adhere to practice policies on data protection and safeguarding.