Reception Team Leader - Riverside Medical Practice

Riverside Medical Practice, Musselburgh Primary Care Centre, Inveresk Road, Musselburgh EH21 7BP

• Please apply by email with your CV to loth.feedback
  76033t, along with a cover letter that describes how your skills and experience match our values (see below)
• Reports to:
  
  Practice Manager
• Line management: no line management but day-to-day leadership and supervision of Reception team
• Permanent
• 7.30am-6pm, 4 days a week (full-time) - can consider part-time
• Starting salary c.£30,000
• Closing date:
  Sunday 15 February – we may close the role beforehand if a large number of people apply, so please apply early

'This is a supportive and positive place to work. It’s a vibrant, friendly Practice and staff really have a voice here: if I raise things I’m listened to. It’s a great team, doing great work.'

Alongside our other Team Leaders you’ll be responsible for the day-to-day supervision, coordination and development of the Reception team at Riverside Medical Practice. You’ll ensure the delivery of a high-quality, patient-focused reception service, supporting access to care while maintaining confidentiality, professionalism, and compliance with NHS and Practice policies.

Key to succeeding in this role will be your ability to ‘manage the day’ in our busy call room, supporting our 13-strong Reception team to provide excellent customer service to patients, working closely with a wide range of clinicians and other members of the Practice’s administrative and Management teams.

You’ll be a role model to the team in terms of providing expert, patient-centred and inclusive customer service at every contact point.

Full training in the tasks you’ll need to do will be provided - but experience of working in a General Practice, NHS or other healthcare Reception environment is a must.

For us, it all starts with our team – because every single member of our team helps to provide care to patients. We have a real focus on making this a place where people want to work, with regular team activities and a friendly, supportive team working around you.

We are:

• Expert
• Patient-centred
• Collaborative
• Inclusive
• Realistic

• Starting salary c.£30,000 (full-time, pro rata for part-time)
• SPPA (NHS) pension, with continuity if you’re an existing SPPA member
• Access to NHS Employee Assistance Programme
• Access to NHS Blue Light scheme and other NHS discounts
• In-house training programme with additional external training opportunities, which can equip you to develop into a range of General Practice or wider NHS administration roles
• Paid over-time opportunities
• Permanent contract
• Weekends and week days off work
• Friendly, supportive line management and wider Practice team
• 180 hours annual leave (pro-rata for less than full time) plus 8 public holidays

• Lead, motivate, and support the Reception team to deliver a consistent, high-quality service to our patients.
• Lead the Reception team in managing the appointment book and patient flow each day, in line with Practice protocols.
• Organise and manage reception rotas and daily workload, ensuring adequate cover during core hours, annual leave, and sickness absence.
• Provide induction, training, coaching, and ongoing support to Reception staff.
• Supporting the Practice Manager and other members of the Practice Management team with one-to-ones, call reviews and appraisals.
• With the Practice Manager, address any performance issues in a fair and supportive manner.
• Act as a senior point of contact for complex patient queries, complaints, or challenging situations.
• Contribute to the development and review of Reception protocols, standard operating procedures, audit and quality improvement initiatives with the aim of improving team performance.
• Ensure compliance with health and safety, confidentiality, data security and all other relevant policies, and uplift concerns appropriately.
• Monitor and report on Reception activity, issues, and risks as required.
• Administrative tasks, including accurately processing new patient registrations, allocating prescriptions to clinicians, etc.

This job description is not exhaustive and may be adjusted from time to time.

• Previous experience working or leading in…