Reception Lead

Main Duties and Responsibilities Supervise and support the reception and administration team on a daily basis. Act as the first point of contact for reception staff queries, providing advice and guidance where appropriate. Prepare, maintain and monitor reception staff rotas to ensure adequate staffing levels. Review annual leave requests and support workforce planning to maintain service provision. Assist with arranging cover for sickness absence and other staffing shortages. Support the Practice Management Team with the day-to-day operational running of the practice. Promote and maintain high standards of customer service, ensuring patients receive a professional, courteous and efficient service. Assist with the induction, training and ongoing development of reception staff. Monitor reception processes and identify opportunities for service improvement. Carry out reception duties, including booking appointments, answering telephone calls, greeting patients, processing registrations and responding to enquiries. Undertake general administrative duties as required. Use EMIS Web and Docman confidently and accurately. Support referral processing, workflow management and clinical coding where appropriately trained. Ensure patient information is handled confidentially and in accordance with GDPR, Information Governance and practice policies. Deal professionally with challenging situations and escalate issues where appropriate. Work collaboratively with all members of the multidisciplinary team. Comply with all practice policies, including Health and Safety, Equality and Diversity, Safeguarding and Confidentiality. Participate in mandatory training, appraisal and continuing professional development. Undertake any other reasonable duties appropriate to the role as requested by the Practice Management Team.