Reception / Admin ManagerNHS

Job summary

This is a full-time position for 37.5 hours per week, to be worked over a minimum of 5 days. Flexibility is essential, as the successful candidate will be expected to work across all Askern Medical Practice sites as required to support operational needs.

Are you an experienced and motivated administrator with strong leadership skills? We are seeking a proactive and organised Reception Team Leader to join our busy GP surgery. This is a pivotal role at the heart of our practice, ensuring the smooth day-to-day running of the reception team and delivering an excellent standard of service to our patients.

As Reception / Admin Team Leader, you will be responsible for supervising and supporting a team of receptionists and admin team, managing workflows, and helping to ensure that all patient interactions, whether face-to-face, by phone, or online, are handled professionally and efficiently.

You'll work closely with the practice management team and clinical staff to help maintain a positive, patient-focused environment.

This is a great opportunity for someone with proven leadership experience in a healthcare or administrative setting who is looking to make a meaningful impact within a supportive and dedicated primary care team.

Main duties of the job

• Lead, support, and supervise the reception / admin team on a daily basis, ensuring high standards of professionalism and patient care are maintained at all times.
• Organise staff rotas, manage annual leave requests, and ensure adequate reception cover during all opening hours.
• Oversee all reception duties, including patient check-ins, appointment bookings, repeat prescription requests, and handling general enquiries.
• Ensure that reception processes are carried out efficiently and consistently, with a strong focus on patient confidentiality and excellent customer service.
• Deal with verbal complaints or concerns in a calm, professional manner, escalating where necessary.
• Act as the main point of contact between the reception team and the wider practice team, including GPs, nurses, and management.
• Liaise with external services such as pharmacies, community care teams, and secondary care providers where appropriate.
• Ensure effective handover of information between shifts and assist in implementing changes to improve communication across the practice.
• Support the Practice Manager in maintaining compliance with policies, procedures, and CQC standards.
• Contribute to the development and implementation of practice protocols and service improvement initiatives.
• Support the induction and ongoing training of new reception staff.
• Identify learning and development needs within the team and help arrange appropriate training opportunities.

Job description

Team Leadership and Management

• Lead, supervise, and support the reception team on a day-to-day basis.
• Organise and maintain staff rotas, ensuring appropriate cover across all reception shifts.
• Support with recruitment, induction, and training of reception staff.
• Conduct regular performance reviews and address any issues in line with practice policies.
• Encourage a positive, professional, and cohesive team culture.
• Oversee all front-desk duties including patient check-in, appointment scheduling, repeat prescription requests, and general enquiries.
• Monitor workload and workflows to ensure efficiency and equitable task distribution.
• Ensure that reception processes are consistent, secure, and compliant with data protection and confidentiality guidelines.
• Handle patient complaints or difficult situations with sensitivity and professionalism, escalating to the Practice Manager where appropriate.
• Act as a key point of contact between reception staff, clinical teams, and management.
• Facilitate effective communication and coordination within the practice and with external healthcare providers.
• Lead reception team meetings and contribute to wider practice meetings as required.
• Assist the Practice Manager with administrative tasks, audits, and reporting.
• Support with implementation and review of policies and procedures.
• Contribute to the practices quality improvement initiatives and help ensure compliance with CQC and NHS standards.
• Identify areas for improvement in reception services and recommend or implement changes.
• Help embed a culture of learning, reflection, and service excellence across the team.
• Reports to the Practice Manager.
• Works closely with GPs, nurses, healthcare assistants, and administrative staff.
• Liaises with external services including pharmacies, community care providers, and hospitals.

About us

Conisbrough Medical Practice is a well-established and forward-thinking GP surgery serving the community of Conisbrough and the surrounding areas. We are proud to offer high-quality, patient-centred primary care in a friendly and inclusive environment.

Our team includes a mix of experienced GPs, practice nurses, healthcare assistants, administrative staff, and a growing multidisciplinary team. We work collaboratively to deliver a full range of NHS services, supporting the health and wellbeing of our local population.

At the heart of our practice is a commitment to continuous improvement, innovation, and compassionate care. We embrace new ways of working, including digital access and integrated care pathways, while maintaining a strong focus on traditional values of respect, confidentiality, and excellent service.

As an employer, we value teamwork, personal development, and open communication. We strive to create a supportive workplace where all staff feel valued, engaged, and empowered to contribute to the success of the practice.