The post holder will provide leadership and supervisory skills to enable reception to meet its agreed aims and objectives within an efficient, safe and effective working environment. The role supports a busy Sexual Health Service by acting as the first point of contact for all reception enquiries from internal and external colleagues and patients, and by coordinating daily activities in the reception area.
The Blackpool and Lancashire Sexual Health Service provides expert advice, guidance and treatment on all aspects of sexual health, including sexually transmitted infections, HIV and contraception. The team of doctors and nurses deliver testing and treatment in line with national guidelines.
Job Summary
The senior receptionist is the communication link between the nursing/medical team and patients in the waiting room, keeping patients updated on predicted waiting times for treatment and ensuring the smooth running of reception.
Duties and Responsibilities
* Meet, greet patients and ensure smooth running of reception, dealing with people who may have emotional or communication difficulties.
* Provide general and non-clinical advice to patients and carers on the telephone or face‑to‑face.
* Enter patient data correctly into the dedicated Lilie software system, ensuring national quality requirements are met daily.
* Deal with all visitors at reception efficiently, courteously and timely, treating all patients, visitors and colleagues with dignity and respect; act as the first point of contact for verbal patient complaints.
* Take responsibility for the efficient running of the reception area, covering reception and producing reception rotas across several clinical sites.
* Supervise all reception staff on a day‑to‑day basis, delegate work appropriately and be able to cover all roles under your supervision, including reception at outlying clinics.
* Authorise reception staff timesheets on a weekly basis.
* Undertake general clerical duties including filing, photocopying and transmission of facsimiles.
* Maintain effective communication within the team and with other departments and external agencies, using all available media and making informed decisions appropriate to the level of the post.
* Identify issues relating to achieving targets and bring these to the attention of the Administration Manager.
* In the absence of the Statistics Officer, run daily statistic reports using Crystal Reports to check previous day’s data has been inputted correctly.
* Perform basic troubleshooting for office equipment such as printers and fax machines.
* Identify and assist in the delivery of training for new reception staff on the dedicated Lilie software system and instruction in using office equipment.
* Support the Administration Manager and Statistics Officer in delivering ongoing training and updates relating to the Lilie software system, Telephonetics, Lab Link and the Prescribing Module to all A&C and clinical staff.
* Assist the Administration Manager in the configuration/scheduling of all clinics across Sexual Health Services on Lilie.
* Assist daily with the management of the Lilie appointment diary, e.g., closing clinics due to doctors’ sickness/annual/study leave.
* Lead by action and inspire others as a role model, demonstrating the leadership behaviours and values identified by NHS Blackpool.
* Source and order equipment, medical and non‑medical supplies, ensuring invoices are receipted electronically in a timely manner and paid within PCT guidelines.
* Liaise with NHS supplies, manufacturers and general suppliers as required.
* Distribute supplies, monitor stock levels and order supplies as necessary for all Sexual Health Services, including outlying clinics.
* Contribute to service development by continually reviewing procedures and highlighting areas for improvement in conjunction with the Administration Manager.
* Update and implement procedures for effective delivery of duties for all reception staff on a regular basis.
* Participate in service meetings and take minutes if required.
* Demonstrate a flexible approach to work and the ability to cope under pressure.
* Identify potential problems or capacity issues (e.g., no appointments available, reduced reception capacity) and inform the Administration Manager timely.
* Ensure compliance with Trust policies, procedures and departmental protocols.
* Partake in service audits as and when required.
* Uphold quality standards associated with Patient Administration by ensuring accurate records and documentation.
* Deal with verbally aggressive or emotional patients as required.
* Assist with local and national data collection of clinical information (e.g., SHRAD, GUMCAD) reports.
* Work within the legal responsibilities as laid down in the Venereal Diseases Regulations 1974 and the NHS Trust Act 1991.
* Record demographic data onto the Sexual Health Services computer system, Lilie.
* Retrieve printed reports and arrange for them to be forwarded to GPs outside the area, confirming postal details when necessary.
* Take responsibility for the retrieval of reports requested under access to records and forward them to the trained nurses for authorisation to disclose.
* Inform the nurse in charge of the clinic of any untoward incidents (e.g., falls, verbal aggression, criminal damage).
* Report receptionist sickness/absence to the Admin Manager.
* Liaise with the nursing team regarding child protection concerns (e.g., witness cause for concern behaviour in the waiting room).
* Coordinate annual leave for the reception team.
* Arrange and provide cover for sickness and annual leave, including outlying clinics.
* Ensure the front of house is always fit for purpose, taking responsibility for the waiting area.
* Act as a site trainer for the Lilie IT system used within Sexual Health Services.
* Assist the Admin Manager/Personal Secretaries with general clerical duties and provide cover during periods of absence.
* Attend relevant study/induction days, seminars, courses etc. for individual development and the benefit of the service.
* There may be opportunities to undertake other duties and responsibilities of a similar level from time to time, subject to prior agreement.
* The above list of duties and responsibilities is not intended to be fully comprehensive and may be amended to take account of changing circumstances or requirements following consultation with the post holder.
* Where necessary, relevant training in the operation of new or unfamiliar equipment, software or procedures will be provided or arranged.
This advert closes on Sunday 1 Mar 2026.
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