Receptionist / Team Leader

To support the Practice Manager in managing and supporting the administrative/reception team, handling daily operations, ensuring high standards of patient service, coordinating training, managing rotas, and resolving issues. Performing core admin tasks including booking appointments, patient registration, and workflow management, bridging staff needs with practice goals and CQC compliance. Key duties include team motivation, performance management, facilitating communication, and operational efficiency, often focusing on short-term goals and individual development within the admin/reception function Main duties of the job Administrative duties: Have thorough knowledge of all practice policies and procedures To work in accordance with written protocols Provide administrative support for clinical staff Filing patient records and correspondence when necessary Opening and distributing of practice post Registering new patients following the registration protocol Sending letters / text messages to patients as required Updating EMIS system as required, Team Leadership & Management: Provide first-line support, guidance, and coaching to admin/reception staff. Manage performance, conduct training, and identify development needs. Create and manage staff rotas. Foster a positive, collaborative, and communicative work environment. Handle conflict resolution and performance issues. Operational Management: Oversee daily reception and admin operations, ensuring efficiency. Develop and implement efficient office procedures and policies, adhering to legislation. Manage workflow, including post, scanning, and document processing. Ensure compliance with CQC regulations and quality standards. Administrative duties: Have thorough knowledge of all practice policies and procedures To work in accordance with written protocols Provide administrative support for clinical staff Filing patient records and correspondence when necessary Opening and distributing of practice post Registering new patients following the registration protocol Sending letters / text messages to patients as required Updating EMIS system as required Adhoc Work Scanning Weekly review of paperwork Stock consulting rooms on a monthly basis General Reception duties General Responsibilities In the course of seeking treatment, patients entrust us with, or allow us to gather sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this job description, the post holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. The post holder is expected to adhere to practice policies and procedures and relevant legislation including the requirements of any professional bodies. Highlight potential development areas Employees must be aware of the responsibilities placed upon them under the Health and Safety at Work Act (1974), to ensure that the agreed safety procedures are carried out to maintain a safe environment for employees and visitors. All members of staff have a responsibility to report all clinical and non-clinical accidents, incidents or near misses promptly and when requested to co-operate with any investigations undertaken. All members of staff have a responsibility to demonstrate due regard for safeguarding and promoting the welfare of children. The practice has adopted an equal opportunities policy and all employees must be aware of their obligations to abide by the spirit and nature of the policy to avoid direct and indirect discrimination. To attend any necessary training relevant to the post Attend mandatory training sessions i.e. fire safety, health and safety Pursue own professional development in accordance with an agreed personal development plan. Job description, Team Leadership & Management: Provide first-line support, guidance, and coaching to admin/reception staff. Manage performance, conduct training, and identify development needs. Create and manage staff rotas. Foster a positive, collaborative, and communicative work environment. Handle conflict resolution and performance issues. Operational Management: Oversee daily reception and admin operations, ensuring efficiency. Develop and implement efficient office procedures and policies, adhering to legislation. Manage workflow, including post, scanning, and document processing. Ensure compliance with CQC regulations and quality standards. Administrative duties: Have thorough knowledge of all practice policies and procedures To work in accordance with written protocols Provide administrative support for clinical staff Filing patient records and correspondence when necessary Opening and distributing of practice post Registering new patients following the registration protocol Sending letters / text messages to patients as required Updating EMIS system as required Adhoc Work Scanning Weekly review of paperwork Stock consulting rooms on a monthly basis General Reception duties General Responsibilities In the course of seeking treatment, patients entrust us with, or allow us to gather sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this job description, the post holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. The post holder is expected to adhere to practice policies and procedures and relevant legislation including the requirements of any professional bodies. Highlight potential development areas Employees must be aware of the responsibilities placed upon them under the Health and Safety at Work Act (1974), to ensure that the agreed safety procedures are carried out to maintain a safe environment for employees and visitors. All members of staff have a responsibility to report all clinical and non-clinical accidents, incidents or near misses promptly and when requested to co-operate with any investigations undertaken. All members of staff have a responsibility to demonstrate due regard for safeguarding and promoting the welfare of children. The practice has adopted an equal opportunities policy and all employees must be aware of their obligations to abide by the spirit and nature of the policy to avoid direct and indirect discrimination. To attend any necessary training relevant to the post Attend mandatory training sessions i.e. fire safety, health and safety Pursue own professional development in accordance with an agreed personal development plan.

Essential

• Educated to GCSE standard grade 4 & above including Maths and English
• Commitment to personal and professional development
Desirable
• Management or Leadership qualification, e.g LM Leadership and Management Level 2
Knowledge and Skills Essential
• Good IT skills including MS Office packages
• Excellent leadership, organisational and interpersonal skills
• Excellent communication skills
• Ability to remain calm and patient in stressful situations
• Ability to read, write and speak English to a good standard
• Good organisational skills
• Ability to work autonomously as well as in a team
• Excellent written, verbal and listening skills
• Strong organisational skills with the ability to prioritise tasks effectively
• Awareness for the need for confidentiality and compassion
• Understanding of equality, diversity, and confidentiality in a healthcare setting.
Desirable
• Experience in change management processes
Experience Essential
• Experience of working in a primary care environment
• Experience of using EMIS and DOCMAN or other clinical systems
• Experience in a customer facing role and/or office environment
• Experience of handling situations if potential conflict
• Supervisory Experience
• Experience of working in a busy environment
• Handling confidential information
Person Specification Qualifications Essential
• Educated to GCSE standard grade 4 & above including Maths and English
• Commitment to personal and professional development
Desirable
• Management or Leadership qualification, e.g LM Leadership and Management Level 2
Knowledge and Skills Essential
• Good IT skills including MS Office packages
• Excellent leadership, organisational and interpersonal skills
• Excellent communication skills
• Ability to remain calm and patient in stressful situations
• Ability to read, write and speak English to a good standard
• Good organisational skills
• Ability to work autonomously as well as in a team
• Excellent written, verbal and listening skills
• Strong organisational skills with the ability to prioritise tasks effectively
• Awareness for the need for confidentiality and compassion
• Understanding of equality, diversity, and confidentiality in a healthcare setting.
Desirable
• Experience in change management processes
Experience Essential
• Experience of working in a primary care environment
• Experience of using EMIS and DOCMAN or other clinical systems
• Experience in a customer facing role and/or office environment
• Experience of handling situations if potential conflict
• Supervisory Experience
• Experience of working in a busy environment
• Handling confidential information
  
  Rochdale Health Alliance (RHA) was established in 2016. Our Board is made up of practicing GP Partners, who have between them over 100 years of experience working as GPs, and a Non-Executive Director who is also the Chair of RHA. The Directors, supported by an experienced team provide guidance and insight into the challenges and opportunities in General Practice and help us to shape the services to ensure that they meet the needs of patients.
RHA is excited to have you as part of our healthcare family and look forward to providing you with exceptional care and service. Our team is dedicated to ensuring a smooth transition and maintaining the high standards you have come to expect. This role is based in one of our GP practices in Bolton