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**Key Responsibilities**

**Reception Duties**
- Act as the first point of contact for patients, both in person and over the phone.
- Receive and process patient enquiries using the total triage model, ensuring accurate and timely information is passed to the clinical team.
- Signpost patients appropriately according to practice protocols.
- Manage tasks such as registrations, updating patient records, and handling incoming and outgoing communications.
- Maintain a calm, welcoming reception environment, even under pressure.

**Leadership and Coordination**
- Support the daily running of the reception team, including task allocation and ensuring fair workload distribution.
- Act as the first point of contact for team members regarding queries or concerns.
- Monitor performance and service delivery within the team, escalating issues where appropriate.
- Liaise regularly with the Practice Manager regarding staffing, performance, and improvements.
- Assist with rota planning and day-to-day cover arrangements.
- Promote a culture of openness, learning, and proactive problem-solving.
- Lead on the development and delivery of a regular Continuous Improvement Workshop for the reception team, encouraging staff to identify problems, suggest improvements, and contribute to service development.

**Training and Development**
- Support induction and ongoing training of new reception staff.
- Provide day-to-day support and mentoring to team members.
- Identify training needs or areas for improvement and feedback to the Practice Manager.
- Promote a culture of continuous learning and teamwork.

**Administrative Tasks**
- Attend team and management meetings as required.
- Support implementation of new policies, procedures, and systems.
- Regularly review and update reception-related policies and procedures to ensure they reflect current best practice and CQC requirements.
- Participate in audits and contribute to quality improvement activities.
- Facilitate team input, track actions, and work with the Practice Manager to implement agreed changes.
- Liaise with the Practice Manager and wider team to ensure administrative processes align with wider clinical governance.

**Person Specification**

**Essential**
- Experience in a GP practice or healthcare setting.
- Excellent interpersonal and communication skills.
- Confidence in using clinical IT systems (e.g. EMIS, ACCURx) and general office software.
- Proven ability to manage time, prioritise tasks, and remain organised under pressure.
- A supportive and approachable leadership style.
- Understanding of confidentiality, data protection, and patient sensitivity.

**Desirable**
- Experience in a team leader or supervisory role.
- Experience working within a total triage model.
- Familiarity with CQC standards and quality frameworks.
- Skills in conflict resolution and complaint handling.
- Willingness to undertake further training related to the role.

**Additional Information**
- Protected time for leadership and admin responsibilities will be agreed and reviewed regularly.
- Some flexibility may be required to support cover or service changes.
- This role will evolve in line with practice needs and future developments.

**Summary**

In the role of Reception Lead, you will be essential in managing front desk operations and ensuring a welcoming environment for patients and visitors at our GP surgery. This position requires strong leadership skills, as you will supervise the reception team and handle complaints effectively. Your core competencies in administrative tasks, phone etiquette, and organisational skills will be vital in maintaining efficient operations. Proficiency in Microsoft Office, along with your experience in data entry and clerical duties, will support our goal of delivering exceptional service and communication within the practice.

**Job Type**: Part-time

Pay: £13.26 per hour

Expected hours: 30 per week

**Benefits**:

- Company pension

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Keswick CA12 4DB: reliably commute or plan to relocate before starting work (required)

**Experience**:

- reception: 1 year (preferred)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Application deadline: 06/06/2025