We are excited to recruit two full-time Reception Team Leads to join our friendly and supportive team at Holmside Medical Group on an 18-month fixed-term basis.
This is a fantastic opportunity for an experienced receptionist or team leader who is passionate about delivering excellent patient service and supporting team development within a busy GP practice. As Reception Team Lead, you will supervise and support our reception team, helping to ensure the smooth day-to-day running of the front-of-house service while providing high-quality patient navigation and administrative support to our multidisciplinary team.
At Holmside Medical Group, we are committed to providing high-quality, compassionate healthcare to the diverse communities of the West End of Newcastle. You will play a key role in ensuring patients receive timely access to care while supporting staff wellbeing, training, and continuous service improvement.
We are a forward-thinking practice that values teamwork, inclusion, and innovation, making this an ideal role for someone who enjoys leadership, collaboration, and improving patient experience.
Due to the anticipated high level of interest, applications may close early.
Interview process,Stage 1,15-minute Microsoft Teams interview 9 April.
Stage 2 (for successful applicants from stage 1),In-person interview 16 April
Main duties of the job
The Reception Team Lead will provide day-to-day leadership and supervision to the reception team, ensuring the delivery of a professional, efficient and patient-focused front-of-house service. The post-holder will support staff development, coordinate reception rotas, and provide guidance and training to ensure team members are confident and up to date with practice processes.
The role involves overseeing the effective management of the practice appointment system, supporting patient access through advanced patient navigation, and ensuring that enquiries from patients, clinicians and external agencies are handled promptly and appropriately. The Reception Team Lead will also undertake a range of reception and administrative duties including responding to telephone and online requests, processing patient information, coordinating communication for the clinical team and supporting recall processes.
Working closely with the wider management and multidisciplinary team, the post-holder will help maintain high standards of service delivery, promote collaborative working, and contribute to continuous improvement within the practice.
Please refer to the attached Job Description and Person Specification for full details of the responsibilities and requirements of this role.
About us
The purpose of Holmside Medical Group is to provide high quality,compassionate family GP services to the diverse population of the West End ofNewcastle. We put patients at the centre of everything we do, reaching out toall members of our community and recognising the unique needs, experiences, andchallenges they face.
We are committed to understanding and addressing health inequalities bylistening carefully to our patients and innovating our services to meetspecific needs, particularly for those at risk of poorer health outcomes.Through a forward-thinking, flexible team of local GPs and healthcareprofessionals, we strive to deliver excellent, accessible healthcare.
By working in partnership with our patients and community, we aim topromote equity, improve health outcomes, and build a healthier, more inclusivecommunity for everyone.
Job responsibilities
Job summary
The post-holder is a ReceptionistTeam Lead
To be responsible for the leadership and supervisionof a team of receptionists, ensuring all reception duties are performedeffectively and to the required standard, meeting the objectives of theorganisation.
To support the management team in promotingED&I, SHEF, quality and continuous improvement, confidentiality,collaborative working, service delivery, learning and development and carryout other duties as directed by the management team.
To be responsible forundertaking a wide range of reception duties and the provision of generalsupport to the multidisciplinary team.
To act as the leadfor the central point of contact for patients and be responsible forco-ordinating the distribution of information, messages and enquiries for theclinical team, liaise with multi-disciplinary team members and externalagencies such as secondary care and community service providers.
In addition, the post-holder will support themulti-disciplinary team, providing administrative support as required, inline with the needs of the organisation. Duties can include, but are notlimited to, advanced patient navigation, patient recall, staff training,booking appointments, processing of information (electronic and hard copy) ina timely manner and in accordance with current policies.
Thepost-holder will be an integral part of the general practice team.
Primary keyresponsibilities
The following are the core responsibilities of the Lead Receptionistin delivering health services. There may be, on occasion, a requirement tocarry out other tasks. This will be dependent upon factors such as workloadand staffing levels:
a. Build and maintain a collaborative relationship up and down the chainfrom reception to management.
b. Monitor the practice appointment system and ensure capacity ismaximised
c. Process personal, telephone and e-requests for appointments
d. Support clinicalstaff with total triage administration
e. Answer incoming phone calls, transferring calls or dealing with thecallers request appropriately
f. Signpost patients to the correct service with advanced navigationskills
g. Initiate contact with and respond to, requests from patients, teammembers and external agencies
h. Ensure that documentation is correctly filed and photocopied asrequired
i. Oversee relevant patient information as required
j. Input data into patients healthcare records as necessary
k. Direct requests for information, i.e., DSAR, insurance/solicitorsletters and DVLA forms to the administrative team
l. Manage all queries as necessary in an efficient manner
m. Conduct system searches as requested
n. Support all clinical staff with general administrative tasks asrequested
o. Undertake a broad spectrum of administrative duties commensurate withthe role
p. Be an integral part of the general practice team
q. Act as a chaperone as required
r. Complete effective and efficient patient recall
s. Production of receptionist rota
t. Deputise and support during periods of absence
u. Identify and provide team training
v. Support reception staff development, providing guidance and direction,ensuring staff are up to date with mandatory training
w. Complete 121 meetings with reception team and support the appraisalprocess.
x. Support the wellbeing lead and display promotional material on theallocated noticed boards and in the waiting room
y. Be aware of duties and responsibilities regarding current legislationand adhere to practice policies and procedures on safeguarding adults andsafeguarding children
z. Support in the delivery of enhanced services and other servicerequirements
aa. Undertake all mandatory training and induction programmes
bb. Contribute to and embrace the spectrum of clinical governance
cc. Maintain a clean, tidy, effective working area at all times
dd. Attend a formal appraisal with their manager at least every 12 months.Once a performance/training objective has been set, progress will be reviewedon a regular basis so that new objectives can be agreed
Widerresponsibilities
In addition to the primary responsibilities, the Lead Receptionist hasthe following wider responsibilities:
b. Ensure that the reception team actions all incoming emails andcorrespondence as necessary
c. Scan patient related documentation and attach scanned documents topatients healthcare records
d. Participate in local initiatives to enhance service delivery andpatient care
e. To support and develop good links with other teams such asadministration and the pharmacy team.
f. Support and participate in shared learning
Person Specification
Experience
* Experience of working with the general public. Experience of working in a healthcare setting.
* Experience of leading a team. Experience of administrative duties.
Knowledge and skills
* Excellent communication skills and effective in communicating and understanding patient needs. Competent in the use of MS Office and Outlook. Problem solver with the ability to process information accurately and effectively, interpreting data as required. Ability to use own initiative, discretion, and sensitivity. Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity. Ability to work as a team member and autonomously
* Sensitive and empathetic in distressing situations. Good organisational skills. Clinical IT system user skills and the ability to record accurate notes. Effectively utilise resources. Punctual and committed to supporting the team effort. High levels of integrity and loyalty. Clear, polite telephone manner. Flexible and cooperative. Motivated. Understanding of safeguarding adults and children. Demonstrate personal accountability, emotional resilience and work well under pressure. Knowledge of and ability to work to key policies and procedures.
* Chaperone procedure
Qualifications
* A good standard of education with an expectation of having both GCSE Maths and English at Grade C (Level 4) or above, or Functional Skills Level 2 in Maths and English
* NVQ Level 3 in Health and Social Care
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.
Depending on experienceSalary up to £14 per hour dependent on experience.
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