Please see attached job description for full details Team Leadership & Supervision Lead, supervise, and support the teams ensuring consistent delivery of high-quality patient services. Organise staff rotas, breaks, and cover arrangements to maintain adequate reception and booking desk support. Provide training, mentoring, and on-the-job coaching for new and existing staff. Conduct regular team meetings, briefings, and one-to-one check-ins.
Carry out staff appraisals and support professional development plans. Monitor staff attendance, managing sickness and absence in line with practice policies. Escalate persistent absence or performance issues to the Clinical Services Manager as required. Promote a positive, inclusive, and supportive team culture.
Operational Oversight Ensure reception and booking processes run smoothly and efficiently across the practice. Oversee appointment allocation, including urgent and routine bookings, ensuring alignment with clinical protocols. Support coordination of specialist clinics (e.g., minor surgery, physiotherapy, coil fittings, cryotherapy). Monitor workloads and reallocate tasks as needed to maintain service quality.
Assist with practice-wide campaigns (e.g., flu clinics, health screening programmes). Patient Services & Communication Act as a first point of escalation for complex patient queries and complaints, ensuring professional resolution. Maintain a visible presence to support staff during busy or challenging periods. Ensure consistent delivery of a caring, respectful, and patient-focused service.
Promote and support patients in using digital services (e.g., online booking and prescription requests). Administration & Compliance Ensure staff adhere to confidentiality, data protection, and safeguarding protocols. Monitor accuracy of patient registrations, appointment bookings, and record management. Support management of DNA follow-ups and strategies to reduce missed appointments.
Ensure reception areas are clean, safe, and well-presented at all times. Report and resolve IT or equipment issues promptly. Liaison & Collaboration Work closely with Clinical Service Manager to ensure appointment demand is managed effectively. Liaise with MINT G.P.
Urgent Care to coordinate urgent appointment allocation. Collaborate with the Clinical Services Manager and wider leadership team on service improvements and workflow optimisation