An exciting opportunity has arisen to join Kensington Partnership, operating across four sites and serving a patient population of23,000.
This role will lead our reception team, playing a key part in ensuring thesmooth day-to-day running of front-of-house services and delivering anexcellent patient experience.
We are an innovative practice that is actively integrating AI solutions tosupport and enhance our staffs work, helping to improve efficiency and patientcare. This is a great opportunity for someone who is keen to be part of amodern, evolving healthcare environment.
Working Pattern: Monday to Friday, 7:45 - 15:45 (non-negotiable)
Main duties of the job
The Reception Lead is responsible for the effective management of the reception and patient access function within the GP practice. The role ensures timely, safe, and equitable patient access to services, high-quality call handling, e-consultation and efficient use of appointments. The post holder will lead on rotas, audits of telephone, e-consultation and AI-supported systems, and delivery of access targets set by the management team.
About us
* Friendly, stable and supportive clinical team
* Dedicated team of advanced care practitioners, pharmacists and pharmacy technicians, first contact physiotherapists and social prescribers
* A strong, supportive highly experienced nursing team
* Highly skilled secretarial and administrative team
* Protected time for clinical meetings
* High level of patient engagement and continuity of care
* GP partners with special interest in Diabetes, Womens Health, Paediatric, Dermatology, Minor surgery and anticoagulation services.
* Learning and development
* Supportive management structure
Job responsibilities
Patient Access & Call Handling
* Manage all aspects of patient access to ensure patient calls are answered in a timely and professional manner
* Oversee and manage daily call boards, monitoring demand and call volumes in real time
* Ensure appropriate staffing and escalation to maintain safe service delivery during peak demand
* Implement and maintain systems to improve patient access and experience
Telephone, eConsultation & AI Audits
* Conduct regular telephone audits to review call answering times, call outcomes, and staff performance
* Lead eConsultation audits, assessing demand trends, response times, and patient outcomes
* Carry out audits of AI-supported access or triage tools to ensure safe, effective, and compliant use
* Analyse audit data, produce reports, and implement action plans to meet access and performance targets
* Share findings with the management team and contribute to service improvement initiatives
* Line-manage the reception team, providing day-to-day supervision and support
* Conduct staff appraisals, setting objectives and monitoring performance against agreed targets
* Identify training and development needs and ensure appropriate support is provided
* Manage sickness, absence, and performance issues in line with practice policies
Reception Rota & Workforce Planning
* Create, manage, and maintain the reception rota to ensure adequate cover at all times
* Adjust rotas to meet fluctuating demand, including peak periods and staff absence
* Ensure fair distribution of shifts, duties, and workload across the team
Daily Task Management
* Manage daily operational tasks within the reception team
* Allocate and distribute tasks effectively to ensure timely completion
* Monitor task completion and address backlogs or risks promptly
Appointment Management & Reporting
* Oversee appointment booking systems to ensure effective use of clinical capacity
* Monitor appointment availability, utilisation, and DNA rates
* Produce regular appointment reports for the management team
* Support improvements in appointment management in line with practice access policies
Performance Management & Targets
* Ensure delivery of access, call handling, and operational targets set by the management team
* Monitor performance metrics and take corrective action where required
* Contribute to practice planning and service development discussions
Governance & Compliance
* Ensure reception services comply with NHS regulations, data protection (GDPR), and confidentiality requirements
* Support complaints handling related to reception, access, or appointments
* Maintain and contribute to standard operating procedures and policies
Patient care
Ensures that the quality of patient care is in accordance with the established policies and procedures
Assists the practice manager and clinicians in identifying and solving patient-care problems
Communication
* Communicates effectively and professionally with patients, visitors, clinicians and co-workers
Interacts with others in a positive, respectful, and considerate manner
* Uses resources appropriately and avoids wasteful practices
* Promotes cost containment and efficient use of resources
* Makes recommendations for potential cost-effective improvements
* Performs according to established compliance policies and procedures
Professional competence
* Welcomes suggestions and recommendations
* Cooperative work attitude toward management, staff, patients, visitors, and clinicians
* Ability to promote favourable company image with clinicians, patients, commissioners and general public
Equality and Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
* Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies and current legislation
* Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
* Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings and priorities
* Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
* Maintaining a no blame culture
Governance
* All governance processes are adhered to
* Adheres to safety policies and procedures in performing job duties and responsibilities
Person Specification
Experience
* Administrative: 2 year (preferred)
* Administrative: 2 year (preferred)
Qualifications
* GCSE or equivalent (preferred)
* GCSE or equivalent (preferred)
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.
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