GP Lead Receptionist


Company:	NHS Jobs
Salary:	Negotiable
Hours:	Full-time
Location:	Manchester, M28 3AT
Job type:	Permanent
Posting date:	17 Sept 2026
Closing date:	9 Oct 2026

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Summary

Main Duties and Responsibilities A. Patient Care and Reception Services Provide a welcoming, professional and efficient first point of contact for patients, carers and visitors. Deal with patient enquiries face-to-face, by telephone and through appropriate digital communication channels. Book, amend and cancel appointments in accordance with practice protocols, ensuring patients are directed to the most appropriate service. Process prescription-related enquiries, test result enquiries and other routine requests within the scope of the role and in accordance with practice procedures. Identify and appropriately escalate urgent or clinically concerning information in line with practice protocols. Communicate sensitively and professionally with patients who may be distressed, anxious, vulnerable or have additional needs. Apply practice policies consistently, including those relating to confidentiality, safeguarding, information governance and unacceptable behaviour. Support the delivery of a high-quality patient experience and contribute to maintaining a positive reputation for the practice. B. Lead Reception Responsibilities Act as a point of contact for reception staff, providing day-to-day guidance and support. Assist with the coordination of reception duties and workload to support an effective and responsive service. Support colleagues with queries relating to reception procedures, appointment booking, patient communication and practice processes. Promote consistent application of agreed reception protocols and working practices. Assist in identifying operational issues, recurring problems and opportunities for improvement, escalating these to the Practice Manager or Deputy Practice Manager as appropriate. Support the implementation of changes to reception processes, systems and practice initiatives. Help maintain a professional, supportive and collaborative reception environment. Lead by example in relation to patient care, communication, reliability, confidentiality and professional conduct. C. Training and Staff Support Assist with the induction and orientation of new reception staff. Provide informal guidance and support to colleagues to promote confidence and competence. Assist with demonstrating reception procedures and agreed working practices. Identify potential training needs and communicate these to the management team. Support colleagues in developing their knowledge of practice systems and processes. Encourage a culture of teamwork, continuous learning and professional development. D. Administration and Information Technology Use the practice clinical system, including EMIS Web, to undertake relevant reception and administrative duties. Accurately record, retrieve and update patient information in accordance with practice procedures. Use IT systems and software effectively to support the delivery of the service. Use Microsoft Office applications, including Outlook, Word and Excel, where required. Process administrative tasks such as referrals, registrations, recalls, correspondence and other practice work, as appropriate to the role. Maintain accurate records and complete administrative checks within agreed timescales. Report system issues and operational problems through the appropriate channels. E. Teamwork and Communication Work collaboratively with GPs, nurses, healthcare assistants, pharmacists, administrative staff and other members of the multidisciplinary practice team. Maintain effective communication with colleagues to support safe and coordinated patient care. Attend and contribute to relevant staff meetings, training sessions and team discussions. Communicate information clearly, accurately and appropriately. Maintain a respectful and professional approach when dealing with patients and colleagues. Support colleagues during periods of increased workload or operational pressure. F. Flexibility and Service Continuity Work the normal contracted hours of 10:00 to 16:30, Monday to Friday. Demonstrate flexibility to work between 08:00 and 18:30, Monday to Friday, when required to maintain service continuity during staff holidays, sickness or other operational needs. Work collaboratively with the management team regarding changes to working hours, wherever practicable. Support the reception team during periods of reduced staffing or increased patient demand. G. Confidentiality, Governance and Professional Responsibilities Maintain strict confidentiality in relation to patients, colleagues and practice business. Comply with GDPR, information governance requirements and all relevant practice policies and procedures. Follow safeguarding procedures and escalate concerns appropriately. Participate in mandatory and role-specific training. Report incidents, complaints, risks and significant operational concerns through the appropriate practice procedures. Maintain awareness of relevant NHS and primary care developments affecting the reception function. Undertake any other duties appropriate to the level and nature of the post, as delegated by the Practice Manager or Deputy Practice Manager.

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