Reception Team Leader

Stourside Medical Practice is based in the centre of Halesowen and supports the health needs of 6000 patients ., We are looking to recruit a Reception Team Leader to lead and develop our reception and administrative team within a busy, forward-thinking GP practice. This is a key leadership role responsible for ensuring safe, efficient and patient-centred front-of-house operations. The successful candidate will oversee day-to-day service delivery, manage the reception team, and drive improvements in systems, processes and patient experience. This is a hands-on role, working alongside the reception team as part of day-to-day duties. The role would suit:

• An experienced senior receptionist ready to step into a management position
• An assistant practice manager who enjoys operational leadership and is happy to remain hands-on, Lead and line manage the reception team, including performance management and staff development
• Oversee appointment systems and ensure consistent, safe booking processes
• Manage rotas and ensure appropriate staffing levels
• Drive improvements in workflows, efficiency and patient access
• Monitor performance and respond to patient feedback
• Oversee stock control, equipment and room readiness
• Act as a point of escalation for operational issues and patient concerns
• Support delivery of QOF and Enhanced Services
• Contribute to wider practice development and improvement projects, Job title: Reception Team LeaderLine manager: Lead GP / Partner Operational accountability: Practice Manager Hours per week:To cover 5 days a week Mon-Fri with remote oversight of weekend and evening clinics, The Reception Team Leader is responsible for the leadership, organisation and continuous improvement of reception and administrative services within the practice.
The post-holder will ensure safe, efficient and patient-centred front-of-house operations, maintaining high standards of access, communication and service delivery. This role includes direct line management of the reception team, oversight of systems and processes, and responsibility for driving service improvements aligned with practice priorities. The post-holder will work closely with the Lead GP and Practice Manager and will play a key role in the future development of the administrative function within the practice. Given the level of access to confidential and sensitive information, the post-holder must maintain the highest standards of professionalism, integrity and confidentiality at all times. The Reception Team Leader holds overall responsibility for reception processes, staffing and performance, Leadership and Development The Reception Team Leader will: Lead and develop the reception team, including performance management, mentoring and succession planning Work closely with the Lead GP and Practice Manager to develop leadership capability within the role, supporting progression into broader management responsibilities over time Contribute to planning and improvement of patient access, workflow design and service delivery Support continuity of operational leadership within the practice Primary Responsibilities Operational Management Oversee the day-to-day running of reception and administrative services Lead on the development, coordination and optimisation of clinical and administrative rotas Always ensure appropriate staffing levels and effective cover Develop, implement and maintain efficient office processes and workflows Manage incoming deliveries, ensuring adherence to cold chain and relevant policies Act as fire marshall and ensure appropriate safety processes are followed People Management Line manage all reception staff, including assisting with recruitment, leading induction, performance management and absence management Conduct staff appraisals and support ongoing development Identify and deliver training needs within the team Foster a positive, supportive and accountable team culture Lead on staff wellbeing, engagement and team cohesion initiatives Service Delivery and Performance Ensure consistent implementation of practice systems and workflows, particularly in relation to appointment booking, results handling and task management Monitor reception performance (e.g. access, call handling, patient feedback) and take action to improve where required Ensure adherence to agreed protocols and escalate concerns where processes are not followed Act as a point of escalation for operational issues impacting patient safety or service delivery Support delivery and optimisation of Enhanced Services and QOF-related administrative processes Governance and Compliance Maintain high standards of confidentiality and data protection at all times Develop, implement and review reception policies and procedures Act as first point of escalation for patient concerns and complaints, ensuring appropriate handling in line with policy Ensure compliance with safeguarding, health and safety, and organisational policies Contribute to clinical governance, audits and service improvement work Wider Responsibilities Deputise for the Practice Manager where appropriate Attend and contribute to practice management meetings Coordinate meeting agendas and take minutes where required Support maintenance of the practice website and communication platforms Promote and utilise patient feedback (e.g. Friends & Family Test, online reviews) to improve services Support Patient Participation Group activity Participate in audits and service improvement initiatives Attend relevant external meetings where appropriate Manage IT issues (liaise with Dudley IT where needed) Manage building issues (liaise with NHSPS) Core Expectations Confidentiality Maintain strict confidentiality of all patient and organisational information. Equality and Inclusion Treat patients and colleagues with dignity and respect, promoting equality and diversity at all times. Health and Safety Comply with health and safety requirements and ensure a safe working environment.

Essential GCSE Maths & English (Grade C/Level 4 or equivalent) Desirable AMSPAR Level 3 Leadership/management qualification Experience Essential Management/supervisory experience in a busy high pressured environment Desirable Primary care experience Experience in staff development and appraisal Clinical coding experience Administrative experience Knowledge and Skills Excellent communication and interpersonal skills Strong organisational and problem-solving abilities Ability to lead, motivate and manage a team Ability to implement and maintain systems and processes Confident decision-maker with good judgement Ability to manage competing priorities and workload High level of professionalism, integrity and resilience Understanding of confidentiality, safeguarding and governance Ability to drive improvement and manage change,
• Experience working in a GP practice essential
• Experience supervising or managing a team
• Comfortable working in a hands-on operational role
• Strong organisational and problem-solving skills
• Confident communicator with the ability to lead and support a team
• Able to manage competing priorities and drive change
• High level of professionalism, integrity and resilience
• Personal attributes: authentic, supportive leadership style with the confidence to challenge constructively where needed, Experience using clinical systems e.g. EMIS, DocMan, AccRx
• Experience in clinical coding and data quality
  
  We have an experienced team of salaried GPs, Nurses, HCAs and Non-Clinical staff with the practice actively involved in a thriving Primary Care Network with a variety of allied health professionals supporting the practice including a paramedic, a team of Pharmacists, Social Prescribers, First Contact Physiotherapist and a Mental Health support workers.