Reception Team Leader

Job overview

The Reception Team Leader will provide leadership and day-to-day management of the Reception and Care Navigation Team, ensuring the delivery of an efficient, patient-centred service. Working closely with the Management Team and Partners, the post holder will oversee reception operations, staff development, rota management and service improvement, helping to ensure patients receive timely access to care.

The role requires handling sensitive and confidential information with the highest levels of professionalism, integrity and discretion.

The post holder will support quality improvement, workforce development, CQC compliance and the achievement of QOF and Enhanced Service targets, while promoting equality, inclusion, health and safety and collaborative working across the practice.

As a key member of the wider practice team, the successful candidate will contribute to the ongoing development of services and the delivery of excellent patient care.

Please note: Applications will be reviewed throughout the advertising period and we reserve the right to close this vacancy early if sufficient applications are received.

We welcome candidates who use AI tools thoughtfully during the application process. AI should be used to support and enhance your application, not replace your own skills, knowledge and experience. We encourage applicants to be authentic and clearly demonstrate their own achievements and strengths.

Job description

The Reception Team Leader will lead and manage the Reception and Care Navigation Team, ensuring the delivery of a high-quality, patient-focused service and the efficient day-to-day running of reception operations. The post holder will provide line management, training, support and performance oversight for reception staff, ensuring compliance with practice policies and mandatory training requirements.

Key responsibilities include managing reception rotas, supporting appointment and clinical rota management, coordinating home visit schedules, maintaining staffing levels, and overseeing effective care navigation processes. The post holder will act as a senior point of contact for patients, staff and external organisations, handling complex enquiries and supporting complaint resolution.

The role includes reviewing and improving reception processes, maintaining confidentiality and information governance standards, supporting practice reports, and contributing to the delivery of QOF, Enhanced Services and other contractual requirements. The post holder will also support operational responsibilities, including fire safety, deliveries and cold chain procedures where applicable.

Working closely with the wider management team and Partners, the Reception Team Leader will contribute to quality improvement, workforce development, safeguarding, clinical governance, CQC compliance and the promotion of equality, diversity and health and safety.

Job responsibilities

The following are the core responsibilities of the Reception Team Leader in delivering health services. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:

a. Lead the Reception and Care Navigation Team, ensuring effective day-to-day operations and delivery of high-quality patient services.

b. Line manage reception and care navigation staff, including induction, training, performance management, appraisals, welfare support and mandatory training compliance.

c. Maintain the highest standards of confidentiality, professionalism and information governance.

d. Manage reception staffing rotas, clinical appointment templates and home visit schedules, ensuring adequate cover for leave and absences.

e. Review, implement and improve reception policies, procedures and working practices to ensure efficiency, consistency and compliance with current legislation.

f. Support the Management Team and Partners with practice reporting, service development planning and quality improvement initiatives.

g. Act as a key point of contact for patients, staff and external agencies, including hospitals, police, solicitors, the DVLA and other partner organisations.

h. Support the management of patient complaints, ensuring staff understand and follow practice procedures.

i. Coordinate team training and development, promoting a culture of continuous learning and excellent customer service.

j. Support operational responsibilities including deliveries, cold chain compliance, fire safety arrangements and general facilities processes.

k. Contribute to the achievement of QOF, Enhanced Services and other contractual requirements through effective team leadership and service delivery.

l. Ensure compliance with practice policies, safeguarding responsibilities, clinical governance requirements, CQC standards, health and safety, and equality, diversity and inclusion principles.

m. Maintain a safe, organised working environment and participate in annual appraisal and ongoing professional development.

The duties and responsibilities listed above are not exhaustive and may be amended to meet the changing needs of the practice.

About the organisation

Sixways Clinic is a friendly GP Practice in Cheltenham Spa. We serve just over 11,000 patients and aim to provide the highest level of care at all times. We have six GP Partners, two Salaried GPs, 2 ANPs, a strong Nursing Team, Admin Team and Care Navigation Team.

Person specification

Knowledge and skills

Essential

• Excellent verbal and written communication skills
• Strong problem-solving skills with the ability to analyse, interpret and process information accurately, using initiative, discretion and sound judgement when making decisions.
• Ability to work effectively both independently and as part of a team, building positive relationships with colleagues, patients and stakeholders from diverse backgrounds and communities.
• Sensitive and empathetic in distressing situations
• Strong organisational, planning and time management skills, with the ability to think strategically, prioritise effectively and deliver practical solutions

Desirable

• Experience of performance management, including appraisal writing, staff development and disciplinary procedures

Experience

Essential

• Experience of working within general practice as a receptionist or care navigator
• Experience of a leadership role

Desirable

• Experience of providing appraisal writing and staff development
• Experience of chairing meetings, and producing agendas and minutes
• Experience of health and safety requirements and needs within a small business

Qualifications

Essential

• A good standard of education, with an expectation of having both GCSE Maths and English at Grade C or above, or Functional Skills Level 2 in Maths and English

Desirable

• Leadership and/or management qualification

Supporting documents

• Applicant Privacy Policy (DOCX, 149 KB)